Critical success factors (CSFs): A comparison between coastal and island chalets in Malaysia

It is well documented in tourism literature that small and medium enterprises (SMEs) are the main players that support tourism growth. Refl ectively, the performance of the SMEs has been explored from diff erent aspects. In this paper, critical success factors (CSFs) is the main theoretical framework used to identify and compare the CSFs of small and medium chalets (SMCs) operating along the coastal and selected islands in the East Coast of Peninsular Malaysia. Th e study has used the multi-method approach of quantitative survey and qualitative in-depth interviews. A total of 56 small and medium coastal chalet (SMCC) and 33 small and medium island chalet (SMIC) operators were involved in the quantitative survey, but only six respondents from both groups agreed to be interviewed. Th e results reveal that SMCCs consider guest accommodation, back of the house, and food and beverage as their top CSFs, whereas SMICs rank front offi ce, guest accommodation, and food and beverage as their main CSFs. Small-scale businesses explain the non-existence of conference and banquets for the two chalet groups, whereas leisure operation is not signifi cant for SMCCs. Th e scientifi c contribution of the present study is the comparison of the CSFs of the two different chalet localities in terms of their geographical specifi cities and issues identifi ed for the successful operation of small and medium size of accommodation businesses. Moreover, the Malaysian context provides an important insight into the international literature on SMEs which is dominantly based on the empirical research of SMEs in developed countries.