Service Quality in Muslim-Friendly RSAs Evidence From User Voices on Google Reviews
Keywords:
Muslim-friendly tourism, Rest and Service Areas, servqual, User-generated content, MalaysiaAbstract
Rest and Service Areas (RSAs) play an important role in supporting Muslim-friendly travel experiences along Malaysia’s North-South Expressway. Despite Malaysia’s strong positioning as a Muslim-friendly tourism destination, limited attention has been given to the service quality of transit facilities such as prayer rooms, restaurants, and public washrooms. Using a qualitative case study approach, 120 Google Reviews from three selected RSAs were analysed through the SERVQUAL framework. The findings reveal that cleanliness, accessibility, comfort, and halal assurance strongly influence traveller satisfaction. Although the facilities were generally perceived positively, issues related to maintenance, accessibility, and operational quality remained recurring concerns.
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