PERCEPTION OF PERSON WITH DISABILITIES (PwDs)

TOWARDS EMPLOYMENT AND EMPOWERMENT

THROUGH TOURISM AND HOSPITALITY INDUSTRY

BY

NURUL HUSNA BINTI MOHD KAMIL @ RAHIM

KAMIL

INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA

2019
PERCEPTION OF PERSON WITH DISABILITIES (PwDs)
TOWARDS EMPLOYMENT AND EMPOWERMENT
THROUGH TOURISM AND HOSPITALITY INDUSTRY

BY

NURUL HUSNA BINTI MOHD KAMIL @ RAHIM

KAMIL

Master of Architecture

Kulliyah of Architecture and Environmental Design

2019
 ABSTRACT

The issue regarding Person with Disabilities (PwDs) employment have been debated
for decades. Many strategies and Action Plans have been launched by the United
Nations to empower and uphold PwDs human rights. Malaysia has also manifested their
commitment to protect and ensuring the PwDS well-being through laws, facilities,
education, accessibility, health, culture and social inclusion. Because of the vast filed
and employment opportunities offered by Tourism and Hospitality Industry, this
research will investigate on the kind of work in the Tourism and Hospitality Industry
that is suitable according to the type of disabilitis of PwDs as well as exploring other
approaches to empower PwDs so that they can become independent and self-reliance.
The data collection method used will be mixed-mode between Quantitative and
Qualitative data collection method where snowball sampling, research questionnaire,
semi-structured interview are the method used to obtain the data from PwDs while case
study have been used as the method to obtain the data on the existing facilities such as
Cheshire Home Selangor and Tun Abdul Razak SOCSO Rehabilitation Centre or
programmes that can empower PwDs. The findings will discuss a few things regarding:
a) The barriers and issues faced by PwDS in the workforce; b) The level of accessibility
and mobility of PwDs at workplace; and c) Perception of PwDs regarding Tourism and
Hospitality Industry and other strategies that could empower PwDs. Finally, the
findings show the PwDs preferences of work in the Tourism and Hospitality Industry
and recommendations to improve on the level of accessibility as well as other strategies
that can empower and improve the well-being of PwDs.

iii
 ‫خالصة البحث‬

‫تمت مناقشة مسألة األشخاص ذوي اإلعاقة (‪ ) PwDs‬للعمل منذ عقود‪ .‬أطلقت األمم المتحدة العديد من‬
‫ضا التزامها‬
‫االستراتيجيات وخطط العمل لتمكين حقوق اإلنسان لألشخاص ذوي اإلعاقة ودعمها‪ .‬أظهرت ماليزيا أي ً‬
‫بحماية وضمان رفاهية األشخاص ذوي اإلعاقة من خالل القوانين والمرافق والتعليم وإمكانية الوصول والصحة‬
‫نظرا للفرص الضخمة وفرص العمل التي توفرها صناعة السياحة والضيافة ‪ ،‬سوف‬ ‫والثقافة واإلدماج االجتماعي‪ً .‬‬
‫ً‬
‫يبحث هذا البحث في نوع العمل في صناعة السياحة والضيافة الذي يناسب وفقا لنوع األشخاص ذوي اإلعاقة‬
‫وك ذلك استكشاف األساليب األخرى لتمكين األشخاص ذوي اإلعاقة بحيث يمكن أن تصبح مستقلة واالعتماد على‬
‫طا بين طريقة جمع البي انات الكمية والنوعية حيث تكون أخذ‬ ‫الذات‪ .‬سيكون أسلوب جمع البيانات المستخدم مختل ً‬
‫عينات كرة الثلج واستبيان البحث والمقابلة شبه المهيكلة هي الطر يقة المستخدمة للحصول على البيانات من‬
‫األشخاص ذوي اإلعاقة أثناء است خدام دراسة الحالة كطريقة للحصول على بيانات عن المنشآت الحالية مثل‬
‫‪ Cheshire Home Selangor‬و ‪ Tun Abdul Razak SOCSO Rehabilitation Center‬أو البرامج‬
‫التي يمكنها تمكين األشخاص ذوي اإلعاقة‪ .‬سوف تناقش النتائج بضعة أشياء تتعلق بما يلي‪ :‬أ) الحواجز والقضايا‬
‫التي تواجه ‪ PwDs‬في القوى العاملة ؛ ب) مستوى إمكانية الوصول وتنقل األشخاص ذوي اإلعاقة في مكان العمل‬
‫؛ ج ) تصور األشخاص ذوي اإلعاقة فيما يتعلق بصناعة السياحة والضيافة واالستراتيجيات األخرى التي يمكن أن‬
‫أخيرا ‪ ،‬توضح النتائج تفضيالت األشخاص ذوي اإلعاقة للعمل في صناعة السياحة‬ ‫ً‬ ‫تمكن األشخاص ذوي اإلعاقة‪.‬‬
‫والضيافة وتوصيات لتحسين مستوى إمكانية الوصول باإلضافة إلى اال ستراتيجيات األخرى التي يمكنها تمكين‬
‫وتحسين رفاهية األشخاص ذوي اإلعاقة‪.‬‬

‫‪iv‬‬
 APPROVAL PAGE

I certify that I have supervised and read this study and that in my opinion, it conforms
to acceptable standards of scholarly presentation and is fully adequate, in scope and
quality, as a dissertation for the degree of Master of Architecture.

………………………………..
Asiah Abdul Rahim
Supervisor

I certify that I have read this study and that in my opinion it conforms to acceptable
standards of scholarly presentation and is fully adequate, in scope and quality, as a
dissertation for the degree of Master of Architecture.

……………………………….
Zaiton Abdul Rahim
Course Coordinator

This dissertation was submitted to the Department of Architecture and Environmental

Design and is accepted as a fulfilment of the requirement for the degree of Master of
Architecture.

………………………………...
Srazali Aripin
Head of Department

This dissertation was submitted to the Kulliyah of Architecture and Environmental

Design and is accepted as a fulfilment of the requirement for the degree of Master of
Architecture.

………………………………...
Abdul Razak Sapian
Dean, Kulliyah of Architecture
and Environmental Design

Note: For Kulliyahs that require external examination, cut and paste the examiner portion
immediately under the Examiner, and add the name of the examiner and “External Examiner.”

v
 DECLARATION

I hereby declare that this dissertation is the result of my own investigation, except

where otherwise stated. I also declare that it has not been previously or concurrently

submitted as a whole for any other degrees in IIUM or other institution.

Nurul Husna Mohd Kamil @ Rahim Kamil

Signature ………………………………. Date…………………………

vi
 INTERNATIONAL ISLAMIC UNIVERSITY OF MALAYSIA

DECLARATION OF COPYRIGHT AND AFFIRMATION OF

FAIR USE OF UNPUBLISHED RESEARCH

PERCEPTION OF PERSON WITH DISABILITIES (PwDs)

TOWARDS EMPLOYMENT THROUGH TOURISM AND
HOSPITALITY INDUSTRY

I declare that the copyright holder of this dissertation is International Islamic

University Malaysia

Copyright © 2019 International Islamic University Malaysia. All rights reserved.

No part of this unpublished research may be reproduced, stored in a retrieval system,

or transmitted, in any form or by any means, electronic, mechanical, photocopying,
recording or otherwise without prior written permission of the copyright holder
except as provided below

1. Any material contained in or derived from this unpublished research may only
be used by others in their writing with due acknowledgement.

2. IIUM or its library will have the right to make and transmit copies (print or
electronic) for institutional and academic purpose.

3. The IIUM library will have the right to make, store in a retrieval system and
supply copies of this unpublished if requested by other universities and
research libraries.

By signing this form, I acknowledge that I have read and understand the IIUM
Intellectual Property Right and Commercialization policy.

Affirmed by Nurul Husna Mohd Kamil @ Rahim Kamil

………………………………. …………………………
Signature Date

vii
 ACKNOWLEDGEMENT

Bismillahirrahmanirrahim and Alhamdulillah, all praise to Allah, the Lord for giving
this opportunity, guidance and knowledge to conduct with this research. His words of
wisdom has become an inspiration and foundation to support this study.

First and foremost, I would like to express my utmost gratitude to all of the individuals
and parties that have contributed their time and efforts in giving assistance for the
completion of this research project. Without their help and cooperation, this research
may not be completed in time.

My utmost appreciation goes to my supervisor, Dato’ Sri Professor Ar. Dr. Asiah Abdul
Rahim for her endless support through her motivation, guidance, inspiration and vast
knowledge that help me along the way of the completion of my dissertation. A special
thanks goes to my course coordinator Assoc. Prof. Dr. Zaiton Abdul Rahim and fellow
lecturers whom I cherished and contributed their valuable comments and advice
throughout the studies.

Not to forget, my colleagues who have always been there by my side to share, to remind,
to cheer, and to accompany me in times of need, I definitely would not have been here
to complete this dissertation without them. I would also like to give my
acknowledgement to the partcipants who kindly and warmly accepting my visit, giving
me their patience, cooperation, time and their point of view for the interview and case
study which has given a deep understanding and a lot of information to the issues and
elements regarding my research.

Apart from that, an incredible dedication to the source of my strength, my beloved

parents, whom I am greatly indebted, Mohd Kamil @ Rahim Kamil Sulaiman and Sitti
Yusriyeh Hashim as well as for always helping me, believe in me, supporting my studies
and giving me the spirit and confidence to pursue my dreams.

Last but not least, I want to thank to those who have lent me their help throughout the
completion of this dissertation directly or indirectly. May Allah bless us all Insya Allah.

viii
 TABLE OF CONTENTS

Abstract ........................................................................................................................ iii

‫خالصة البحث‬..................................................................................................................... iv
Approval Page ................................................................................................................ v
Declaration .................................................................................................................... vi
Acknowledgement ...................................................................................................... viii
List of Tables ............................................................................................................... xii
List of Figures ............................................................................................................. xiii
List of Abbreviations .................................................................................................. xvi

CHAPTER ONE: INTRODUCTION ........................................................................ 1

1.0 Introduction............................................................................................... 1
1.1 Background Studies .................................................................................. 1
1.2 Problem Statement .................................................................................... 2
1.3 Research Issues ......................................................................................... 3
1.4 Research Hypothesis ................................................................................. 5
1.5 Research Aim............................................................................................ 5
1.6 Research Objectives.................................................................................. 5
1.7 Research Questions................................................................................... 6
1.8 Research Significance ............................................................................... 6
1.9 Research Methodology ............................................................................. 7
1.9.1 Primary Data .................................................................................... 7
1.9.2 Secondary Data ................................................................................ 8
1.10 Scope and Limitation of Research ............................................................ 8
1.11 Conclusion .............................................................................................. 10

CHAPTER 2: LITERATURE REVIEW................................................................. 11

2.0 Introduction............................................................................................. 11
2.1 PwDs Terminologies .............................................................................. 11
2.2 PwDs Categories ..................................................................................... 14
2.3 PwDs in Malaysia ................................................................................... 16
2.4 Universal Design, Inclusive Design and Accessible Design .................. 19
2.5 Factors and Impact of Issues on PwDs Employment ............................. 24
2.5.1 Poor Accessibility in Built Environment ....................................... 24
2.5.2 Lack of Transportation Convenience ............................................. 25
2.5.3 Poor Understanding on PwDs ........................................................ 25
2.5.4 Discrimination ............................................................................... 26
2.6 PwDs Empowerment, Policies and Action Plan ..................................... 28
2.6.1 United Nations Plans and Policies ................................................. 28
2.6.2 Malaysian Plans and Policies......................................................... 29
2.7 Rehabilitation for PwDs ......................................................................... 32
2.8 Tourism and Hospitality Industry ........................................................... 32
2.9 Conclusion .............................................................................................. 35

CHAPTER 3: METHODOLOGY............................................................................ 36

ix
 3.0 Introduction............................................................................................. 36
3.1 Conceptual Framework of Study ............................................................ 36
3.2 Mixed Method ........................................................................................ 39
3.3 Case Study .............................................................................................. 40
3.3.1 Observation .................................................................................... 42
3.3.2 Survey ............................................................................................ 43
3.3.2.1 Targeted Respondent and Population .................................. 44
3.3.2.2 Design of Survey Questionnaire .......................................... 45
3.4 Conclusion .............................................................................................. 48

CHAPTER 4: RESULTS AND FINDINGS ............................................................ 49

4.0 Introduction............................................................................................. 49
4.1 Demographic Data of Respondents ........................................................ 49
4.1.1 Gender ............................................................................................ 51
4.1.2 Age ................................................................................................. 52
4.1.3 Race ............................................................................................... 52
4.1.4 Marital Status ................................................................................. 53
4.1.5 Type, Level and Cause of Disabilities ........................................... 55
4.2 Employment Status of PwDs .................................................................. 57
4.2.1 Level of Education ......................................................................... 59
4.2.2 Duration of Employment ............................................................... 61
4.2.3 Medium Obtaining Job .................................................................. 63
4.2.4 Salary Before Deduction ................................................................ 64
4.2.5 Transportation ................................................................................ 65
4.3 Level of Satisfaction on Existing Facilities ............................................ 66
4.4 Perception of PwDs employment Through Tourism and Hospitality
Industry.................................................................................................. 69
4.5 Case Study .............................................................................................. 73
4.5.1 Cheshire Home Selangor ............................................................... 73
4.5.1.1 Green and Healthcare Design Oriented ............................... 75
4.5.1.2 Economic Empowerment Programme ................................. 81
4.5.2 SOCSO Tun Razak Rehabilitation Centre, MALACCA ............... 83
4.5.2.1 Design and Concept ............................................................. 84
4.5.2.2 Sustainable and Salutogenic Design .................................... 87
4.5.2.3 Master Plan .......................................................................... 90
4.5.2.4 Treatment and Rehabilitation............................................... 91
4.6 Conclusion .............................................................................................. 95

CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS .......................... 96

5.0 Introduction............................................................................................. 96
5.1 Conclusion .............................................................................................. 96
5.1.1 Accessibility of Workplace and PwDs Perception on
Employment ................................................................................... 96
5.1.2 Perception and Reccomendations on Tourism and Hospitality
Industry .......................................................................................... 99
5.2 Recommendations For Future Research ............................................... 102

REFERENCES ......................................................................................................... 104

BIBLIOGRAPHY .................................................................................................... 110

x
APPENDIX 1: QUESTIONNAIRE ........................................................................ 111

APPENDIX 2: INTERVIEW QUESTIONS.......................................................... 115

GLOSSARY .............................................................................................................. 116

INDEX……………………………………………………………………………...119

xi
 LIST OF TABLES

Table 2.1 Definitions of Terminologies on "Disabilty". .............................................. 12

Table 2.2 Explanation on Types of Disability According to Department of Social

Welfare Malaysia. ........................................................................................ 15

Table 2.3 Registration of PwDs by Category of Disability in 2018. ........................... 17

Table 2.4 Registration of PwDs by Category of Disability in 2016. ........................... 17

Table 3.1 List of Research Questions and Research Objectives. ................................. 37

Table 3.2 Type of Survey Data Collection Method. .................................................... 43

Table 4.1 Table of Respondents Demographic Data. .................................................. 50

Table 4.2 Table No of Children for Married PwDs ..................................................... 54

Table 4.3 Table Number of PwDs Collected According to Type of Disability ........... 55

Table 4.4 Table Level of Disability According to Type of Disability ......................... 56

Table 4.5 Table Demographic Data of Respondents (Empployment Status). ............. 57

Table 4.6 Table Likert Scale for Level of Satisfaction on Existing Facilities ............. 67

Table 4.7 Table Likert Scale for Level of Perception on PwDs Employment............. 68

Table 4.8 Table of Perception on Field in Tourism and Hospitality Industry. ............ 72

Table 5.1 Table Minimum Light Level in Different Area ........................................ 101

xii
 LIST OF FIGURES

Figure 1.1 Cause and Effect Diagram regarding PwD's Issue on Employment. 5

Figure 2.1 The Disability Conceptualisation by International Classification of

Functioning. 12

Figure 2.2 Registration of PwDs According to States 2015-2017. 18

Figure 2.3 Percentage of Ageing Population from 1970 – 2040. 19

Figure 2.4 Universal Design Pyramid. 21

Figure 2.5 Inverted Universal Design Pyramid. 22

Figure 2.6 The employment cycle and employer's concerns about PwDs during pre-
employment. 27

Figure 2.7 Relationship between stereotypes towards employment. 27

Figure 2.8 Services Provided in Tourism and Hospitality Industry. 33

Figure 3.1 Conceptual framework of study. 38

Figure 3.2 Convergent Parallel Mixed Method Design. 40

Figure 4.1 Gender Distribution 51

Figure 4.2 Age Distribution 52

Figure 4.3 Race Distribution. 53

Figure 4.4 Marital Status of PwDs. 54

Figure 4.5 Cause of Disability. 56

Figure 4.6 Percentage of Type of Employment. 58

Figure 4.7 Percentage of PwDs Level of Education. 59

Figure 4.8 Employment of PwDs with Education Qualification. 61

Figure 4.9 Percentage of PwDs Duration of Employment. 62

Figure 4.10 Percentage of Medium where PwDs Get Their Employment. 63

Figure 4.11 Percentage of Salary Before Deduction. 64

xiii
Figure 4.12 Percentage of PwDs Transportation to Work. 65

Figure 4.13 Perception on Tourism and Hospitality Industry. 70

Figure 4.14 Perception on Level of accessibility of Tourism and Hospitality Industry.

71

Figure 4.15 Examples of Current Programmes at Cheshire Home, Selangor. 74

Figure 4.16 Entrance of Cheshire Amal Home, Selangor. 75

Figure 4.17 Location of Cheshire Home, Selangor near to a famous wet market known
as Pasar Borong Tani Market. 76

Figure 4.18 Central Courtyard connecting all the building programme and function as
a place for relaxation and leisure. 76

Figure 4.19 Master Plan of Cheshire Home, Selangor 77

Figure 4.20 Ceramic bowls resident ready to be sold made by the PwDs resident. 78

Figure 4.21 Class and workspace where the PwDs produce their art. 79

Figure 4.22 Thrift Shop where used clothes are sold at very low price. 79

Figure 4.23 Clinic at the elderly's dorm 80

Figure 4.24 Pool in front of the clinic for hydrotheraphy. 80

Figure 4.25 Cheshire Home Communal Hall Main Entrance. 81

Figure 4.26 Cheshire Home Training and Resource Centre Building where EEP
students have classes. 83

Figure 4.27 Front entrance of the Administration block at SOCSO Rehabilitation

Centre. 84

Figure 4.28 SOCSO Rehabilitation Centre ‘Healing Hand’ Concept and Design 85

Figure 4.29 SOCSO Rehabilitation Centre 'Sanctuary Garden' which was expressed by
the signature roof and signature wall. 86

Figure 4.30 Tun Razak SOCSO Rehabilitation Centre's signature roof adopted from
Malacca Nyonya fan. 86

Figure 4.31 Tun Razak SOCSO Rehabilitation Centre's signature wall inspired by
Malacca’s traditional tiles. 87

Figure 4.32 Tun Razak SOCSO Rehabilitation Centre's Recreational Park as part of
Salutogenic Design. 89

xiv
Figure 4.33 Covered walkway of Tun Razak SOC Rehabilitation Centre decorated
with lush green crawlers. 89

Figure 4.34 Master Plan of Tun Razak SOCSO Rehabilitation Centre. 90

Figure 4.35 Physiotheraphy module by stretching module the physical disabled

patient. 92

Figure 4.36 Gym for the disabled patients to exercise. 92

Figure 4.37 Front Entrance of Vocational Rehabilitation block. 94

Figure 4.38 Sewing workshop for the disabled patient to learn sewing during the
treatment. 94

Figure 5.1 Adjustable Wheelchair. 100

xv
 LIST OF ABBREVIATIONS

ILO International Labour Organisation

CRPD The Convention on the Rights of Person with Disabilities
DSM Department of Statistics Malaysia
DSWM Department of Social Welfare Malaysia
ICF International Classification of Functioning, Disability and Health
KTMB Malaysian Railways
LD Labour Department
LRT Light Rail Transit
MDWFC Ministry of Development for Women, Families and Communities
MRT Mass Rapid Transit
MS Malaysian Standards
NCLG National Council of Local Government
OKU Orang Kurang Upaya
PERKESO Pertubuhan Keselamatan Sosial
PwDs Person with Disabilities
SDG Sustainable Development Goal
SED Special Education Division
SOCSO Social Security Organisation
SRC SOCSO Rehabilitation Centre
stp Sewer Treatment Plant
UN United Nation
UN ESCAP United Nation Economic and Social Comission of Asia Pacific
UNICEF United Nations Children’s Fund
WHO World Health Organisation

xvi
 CHAPTER ONE

INTRODUCTION

1.0 INTRODUCTION

Person with Disability exists in all over the world and they are legal citizens of our

country that live among us. Several studies suggest that Person with Disabilities often

experience issues regarding employment due to the lack of understanding of their

disability which results in the negative perception toward hiring disabled employees

because of their incapabilities and incompetencies. However, they are secluded at home

or private institutions due to social stigma, prejudice and environmental barriers which

obscured them from participating actively in society. This chapter will focus on the

general idea on the research background which will lead to the research outline which

will focus on finding the challenges that the people with disabilities (PwDs) faced

regarding employment and the Tourism and Hospitality Industry. This chapter will also

discuss about the importance of conducting this research regarding PwDs employment.

Lastly this chapter will reveal a bit of the methodology on the data collection as well as

the scope and limitations of conducting this research.

1.1 BACKGROUND STUDIES

The United Nation (UN) reported, the Person with disabilities (PwDs) consists of 15%

of the world’s population and is considered the largest group of minority and often

marginalized (UN, 2011; UN 2013; UN 2018). In Malaysia, the PwDs described

according to Disability Act 2008 as, “persons with disabilities are those who have long

term physical, mental, intellectual or sensory impairments which in interaction with

1
various barriers may hinder their full and effective participation in society. This includes

learning, mental, physical, multiple disabilities, hearing impaired and visual impaired”,

(Laws of Malaysia, Act 658, Persons with Disabilities Act Malaysia, 2008, p.9). It is

stated that a lot of facilities that has been provided in the built environment, however

accessibility to these facilities are often inadequate and unsatisfactory to the PwDs

(Soltani, Abbas, & Awang, 2012). As stated in Bylaws 34A of the Uniform Building

Bylaws (UBBL), all public buildings are obligated to make the available facilities

accessible by the disabled persons. In Sep 20th 1990, at the 35th National Council of

Local Government (NCLG), amendment was conducted to the Bylaw34A in UBBL, to

provide accessibility of facilities for PwDs. Nonetheless, people with disabilities are

often discriminated against. Among the challenges faced by persons with PwDs are

accessibility in areas of building, education, health services and lack of employment

(Tiung and Khoo, 2013). Studies have also revealed that the Malaysian policies and

regulations are in deficient in provisions of user-friendly built environment which

comprise as barrier-free and disabled-friendly in spite of being requirements in the

building code and legislation (Tan, 2018). A study reported by United Nations

Children’s Fund (UNICEF) in 2017, coined by Zhariff in the Star, shows that majority

of the Malaysian community did not fully understand PwDs and what they are capable

off, thus sustaining the gap of discrimination that the PwDs face in our society (Zhariff,

2017; UNICEF, 2017).

1.2 PROBLEM STATEMENT

According to Edmund Brown (1993), persons with disabilities are usually the nation’s

largest minority and they tend to be marginalized in all aspects of life. The PwDs usually

experience substantially poorer quality of life and are more likely to be unemployed due

to institutional discrimination (Ardinawati, 2013). If they do work, they are likely to be

2
underemployed, earn low salaries, experience less job security and have fewer chances

for advancement (International Labour Organization Sheet, 2011). Disabled persons

should obtain equal education and employment opportunities in work without any

discrimination as it is in line with National Education’s philosophy which is to create a

person who possessed competency in terms of intellectual, spiritual, physical, emotion

and social (Hazlin and Safura, 2017). As reported by Abdullah and Arnidawati, since

1988 the government constitute that 1% out of the employees should be allocated to the

PwDs in all sectors as it was expected that with the 1% quota policy, 14 000 job

opportunities will be opened for the PwDs in the government sector (Ardinawati, 2013).

Despite that, this quota has not yet met with its expectancies (Lavasani et al., 2015). It

was later mentioned, one of the main challenges faced by OKU graduates is failing to

engage in employment industry that only 0.24% of the employees in the public sectors

are comprised of disabled persons (Astro Awani, 2018). These challenges that have

been reported by many studies faced by the disabled employees are due to built

environment barriers, discrimination in working position, lack transportation

alternative, mental emotions, finally weak government role in law enforcement and

accommodation (Tiung and Khoo, 2013; Narayanan, 2017).

1.3 RESEARCH ISSUES

There are a lot of issues concerning PwDs employment and it starts with finding a job

whether it is from public or the private sector that understand and accept their disability.

Expressed by Dato B. Hoon, although the PwDs are more likely to be the most

productive in work as they really appreciate the job that has given to them, employers

who don’t understand often reluctant in hiring the PwDs (Utusan, 2017). Among of the

factors that affect in the PwDs job acceptance consists of education level, age, gender,

organization size, type and level of disability as well as their skills (K. Lamichhane,

3
2011; Annuar, Faizal, Razak, 2017). It was also noted by other researchers that the

emotional impact of unemployment leads to depression among the PwDs (Turner, 2004)

especially among the physically disabled people (Jin Won et al., 2016).

Moreover, the current public transportation infrastructure in Malaysia as well as

the linkage to the public transport are still not accessible (DSWM, 2010; Hazreena and

Naziaty, 2013) which has been highlighted again by Ting and Khoo that although the

transportation infrastructure have shown improvement, the public transport as well as

its linkage are still not user-friendly to the PwDs (Tiung and Khoo, 2017).

Apart from that, the most predominant challenges in workplace that has been

consistently reported by researchers is discrimination which can range from salary,

amount of work, attitudes from co-workers, promotion opportunities and etc.

(Magdalence, 2017; Norasyikin et al., 2017; Narayanan, 2017).

Other than that, the current legislation is not sufficient to be complied in the built

environment industries with minimum standards for the local authorities to monitor.

The local authorities should attempt tremendously in creating an accessible

environment based on universal design values for the PwDs (Ch’ng, 2010; Hazreena

and Naziaty, 2012). This include emphasizing the universal design elements in built

environment to improve the needs of PwDs (Asiah and Ismawi, 2014). It is supported

by Narayanan stating the current act for disabled persons which is the Person with

Disability act 2008 needs to be improved and fully enforced to promote the rights of

disabled persons in the labour workforce as it would reduce the physical barriers and

challenges faced by them in the built environment (Narayanan, 2017). From the issues

pointed out, the cause and effect diagram about the employment of PwDs has been

formulated which can be seen on Figure 1.1. Further insights on the issues pointed out

regarding PwDs employment will be discuss comprehensively in the literature review

4
on Chapter 2.

Figure 1.1 Cause and Effect Diagram regarding PwD's Issue on Employment.

1.4 RESEARCH HYPOTHESIS

This research hypothesizes that providing accessibility in Tourism and Hospitality

Industry will improve the disabled persons rate of employment and thus improve their

quality of life.

1.5 RESEARCH AIM

The aim of study is to investigate and understanding the elements required for the

Person with Disabilities (PwDs) to work in Tourism and Hospitality Industry which

includes standards or legislation, programmes or activities and the spatial planning in

the built environment as well as how effective it can be in solving PwDs issues in

employment.

1.6 RESEARCH OBJECTIVES

1. To identify factors influencing and issues inhibit the employment of PwDs.

2. To investigate the category of work in Tourism and Hospitality Industry

suitable according to the type of disability.

5
 3. To determine spatial planning and programmes for PwDs empowerment.

1.7 RESEARCH QUESTIONS

1. What are the factors and issues inhibit the employment of PwDs?

2. What kind of working category in Hospitality Industry suitable for the PwDs

according to their type of disability?

3. What are the spatial planning and programmes that is essential for PwDs

empowerment?

1.8 RESEARCH SIGNIFICANCE

The Malaysian Government has also sanctioned in Person with Disability Act 2008 to

promote employment opportunities and career advancement for persons with

disabilities in the labour market, as well as assistance in finding or obtaining

employment on equal basis with persons without disabilities (Malaysian Disability Act

2008). As stated by Shalini and Seow, most countries around the world including

Malaysia are encountering improved life expectancy which the rising number of person

with disability (PwDs) in Malaysia, increase the demands and allocations of access as

well as public facilities or infrastructures in the built environment (Shalini and Seow,

2015). By the year 2040, it is reported that the population of Malaysia at the age of 60

years and over would be 14% thus, indicating that it is exceptionally pertinent to provide

accessibility and implementing universal design in the built environment for the rising

ageing population and people with PwDs (Aizan, 2015).

Because of its large province in terms of labour force and industrial proletariat,

Tourism and Hospitality Industry has proven to be the biggest contributor in the

economic expansion of one’s country, thus, can inform stakeholders on ways of

improving the design of workplace in tourism and hospitality industry for the PwDs

6
users and workers (Shanon, 2012). By providing PwDs with entrepreneur values, the

eagerness and enthusiasm in the ambition to become a successful person in the future

can motivate them in executing their daily lives hence becoming more independent (Che

Asniza Osman et al., 2014). As well as supported by Abbas and Khair indicating

entrepreneurship is a revenue for PwDs to eradicate dependency and poverty completely

thus improving their quality of life (Abbas and Khair, 2017). Better community with

better quality of life will create better environment and better future society. Thus, the

importance of this research is to investigate the opportunities of Tourism and Hospitality

Industry as a platform for PwDs to be employed. Hence, the spatial planning and

requirement in the built environment as stated in the Uniformed Building By-Laws 1984

can be proposed and improvised.

1.9 RESEARCH METHODOLOGY

The methodology that has been conducted to obtain data is by using mixed methodology

which is then divided into primary data and secondary data.

1.9.1 Primary Data

For the primary data, case study was used and the number of respondents is obtained by

using snowball sampling method. The case study used 2 methods to gain information

which are:

• Observation – Observation is done by visiting existing facilities and analyze

the spatial organization and the programmes or activities accommodated to

empower the PwDs to become self-reliance and independent as well as

helping them in obtaining employment.

• Survey – Survey is divided into two approaches which are survey

questionnaire and survey interview. The survey method is used to gain

7
 information on the PwDs challenges in the workforce as well as their

perception on Tourism and Hospitality Industry for employment.

1.9.2 Secondary Data

The secondary data was obtained mainly by using literature review as a guideline on

published books, journals and newspaper articles. Literature review gives a broad idea

on the research subject and object which are the understanding on person with

disabilities (PwDs), their challenges, organizations, policies and guidelines on PwDs,

accessibility and ways to empower the PwDs.

1.10 SCOPE AND LIMITATION OF RESEARCH

The research highlights the type of jobs in the Hospitality Industry that would be

suitable according to the type of disabled category that has been identified by the

Department of Social Welfare of Malaysia. Radius of the study will be within Selangor

state for potential respondents because it contains the largest number of PwDs as well

as in Kuala Lumpur where it contains a lot of PwDs who are employed.

As the study is conducted under selected location in Selangor and Kuala

Lumpur, Malaysia context only and not the whole country, therefore the results of the

study cannot be generalized as the results may be different to be implemented in other

states. The Braille and Sign language in writing questionnaire and interview should be

mastered beforehand to collect data on disabled persons under the blind, visual, and

hearing impaired to ease the research during fieldwork study. This is to allow the

freedom of expression in communication hence resulting in obtaining a more satisfied

outcome. The disabled persons with mental difficulties will be excluded from the study

because of their inability to decide wisely and arbitrary actions. This can prevent

inaccurateness or error in the data collected. The policies, regulations and standards will

8
refer to the Malaysian standards for the People with Disabilities. Participation of the

PWDs in collecting data might be a problem since the study would be carried out during

office hours and there might be those who cannot participate in the exercise for the

whole day. Moreover, since Persons with Disabilities (PwDs) generally are segregated

at Welfare Centres according to their type of disabilities, thus, the respondents are

obtained with snowball sampling by visiting Welfare Centres and workplace that

contain Persons with Disabilities (PwDs) who are employed such as Malaysian

Federation of the Deaf (MFD), Malaysian Association For The Blind (MAB), KL

Braille Resource, Jabatan Kebajikan Masyarakat Gombak, Dialogue in the Dark, KL

and KFC Boulevard Sentul.

For case study, the findings focused on how the centre empowers and also

training or program that helps the PwDs to be self-dependant and self-reliant. This

includes in the study of its spatial planning, programmes provided and facilities

allocated to train the PwDs as well as the PwDs’ life after they have undergone the

whole training process. At first, the research was intended to be conducted in a hotel as

it can straightly be related to the Tourism and Hospitality Industry, however because of

the confidential policy that are implemented by Hotels about their services and

employees so the approach in conducting this study is by using literature review and

visiting Welfare Centre that are binded with Hotels in the Tourism and Hospitality

Industry which is Cheshire Home, Selangor; Tun Abdul Razak SOCSO Rehabilitation

Centre and also other places in general that can be related to the Tourism and Hospitality

Industry. Thie findings will show the spatial planning for disabled employees to be

working in the Hospitality Industry by integrating accessibility, universal and inclusive

design as well as the programmes that aids the PwDs to be independent in the labour

workforce. By empowering the disabled people with education, rehabilitation and

9
essential entrepreneurship skills, the study intended to increase the income level of

disable persons, become independent and improve their Quality of Life (QOL).

1.11 CONCLUSION

This chapter gives a broad review on the issues relating the PwDs employment and how

it affects their daily lives. Although there are government policies and enforcement, the

PwDs have not benefitted from these opportunities as the rate of employment have not

yet met with its expectancies in the labour market. This chapter also gives a general idea

on the topics that will be discuss further on as well as the methodology. In addition, it

has also been noted in this chapter that the Tourism and Hospitality Industry can become

a good platform to open employment opportunities to the PwDs.

10
 CHAPTER 2

LITERATURE REVIEW

2.0 INTRODUCTION

The chapter discusses a broad explanation on the Persons with Disabilities (PwDs)

terminologies and their classification as well as their position and statistics in the labour

market. The issues on the challenges faced by PwDs in employment will also be

discussed to understand the factors and variables that prevents the 1% of the workforce

of the employees should be PwDs have not met with its expectantions. Lastly, this

chapter will discuss on the effectiveness of hotels in the tourism and hospitality industry

can be a game changer in providing employability and improve the quality of life of

PwDs.

2.1 PWDS TERMINOLOGIES

In different countries, there are several terminologies have been used differently in

addressing Persons with Disabilities (PwDs) by academicians, government and non-

governmental sectors and activists (Ardinawati, 2013). According to International

Classification of Functioning, Disability and Health (ICF) which is under the World

Health Organisation (WHO), “disability refers to the difficulties encounters in any areas

of functioning of impairments, activity limitations, participation restrictions which

arises from the interaction of health conditions with contextual factors namely

environmental and personal factors”, (WHO, 2011:5) which has been depicted in Table

2.1. In Figure 2.1, shows the relationship of of human functioning or disabilities are

segregated to measure three connected areas which are impairments, activity limitations

11
and participation restriction where it is affected by contextual factors namely

environmental factors and personal factors.

Table 2.1 Definitions of Terminologies on "Disabilty".

Terms Definition
Impairments Problems relation to any body functions or alterations in
body structure
Activity limitations Difficulties in executing basic normal activities. Eg:
Walking or eating
Participation restriction Problems with involvement in any area of life. Eg:
Facing discrimination in employment or transportation.
Environmental factors Describing the world in which people with different
levels of functioning must live and act. Eg: Products and
technology; natural and built environment; support and
relationships; attitudes; and services systems and
policies.
Personal factors Motivation or self-esteem which can influence how
much a person participates in society.
(Source: WHO, 2011:5)

Figure 2.1 The Disability Conceptualisation by International Classification of

Functioning.
(Source: WHO, 2011:5).

12
 In the United Nations Convention on the Rights of Person with Disabilities

(CRPD) defines ‘disability’ as “Person with disabilities include those who have long-

term physical, mental, intellectual or sensory impairments which in interaction with

various barriers may hinder their full and effective participation in society on an equal

basis with others”, (CRPD,2006:4).

In Malaysia, PwDs are associated with Orang Kurang Upaya (OKU) in Malay

translation where it has been used widely in the facilities and built environment while

‘Persons with Disabilities’ are used consistently in most of the policies and provisions

(Ardinawati Abdullah, 2013). According to the Persons Disability Act 2008, ‘Persons

with Disabilities’ are describe as “…those who have long term physical, mental,

intellectual or sensory impairments which in interaction with various barriers may

hinder their full and effective participation in society”, (Person with Disabilities Act ,

2008: 9).

In addition, different services provided by different ministry in Malaysia

resulted in different scopes in defining and addressing PwDs such as Department of

Social Welfare Malaysia (DSWM) under the Ministry of Development for Women,

Families and Communities (MDWFC), Special Education Division (SED) under the

Ministry of Education, Labour Department (LD) under Ministry of Human Resource,

and Ministry of Health (Ardinawati Abdullah, 2013). For instance, DSWM define

PwDs as “Any person unable to ensure by himself wholly or partly, the necessities of a

normal individual and or social life as a result of deficiency either congenital or not, in

his physical or mental capabilities, which may have happened before or after

childbirth”, (Social Welfare Department Malaysia, 2009:8; Ardinawati Abdullah,

2013). While for LD is defined in the Code of Practice for Employment which depicted

as “Individual woth physical or mental disabilities either born with the disabilities or

13
acquires through mishaps or sickness but are able to undertake employment”, (Ministry

of Human Resource, 1999:4; Ardinawati Abdullah, 2013).

Generally, ‘disabled people’ and person with disabilities are often used to

address PwDs. Hence this study will use the term ‘person with disabilities’ throughout

the research to be in consistency to the policies and provisions in Malaysia.

2.2 PWDS CATEGORIES

The primary reason in categorizing disabilities is to help the government and

private organization people to provide necessary services or facilities for PwDs with

similar disabilities (Falvo, 2005). There are several categorization of PwDs that has

been formulated by different countries. As stated by Falvo in 2005, the most general

way to categorize disabilities is by grouping them into (Falvo, 2005):

• Visible Disabilities – disabilities that can be objectively observed and

measured by others. These disabilities often lead to marginalization or to

the development of stereotypes of the person having the disability.

• Invisible Disabilities – disabilities whose manifestations do not evoke

outward signs that may alert casual observers of a person’s limitations or

conditions.

In Malaysia, the PwDs are managed by the Department of Social Welfare

Malaysia (DSWM) under the Ministry of Development for Women, Families and

Communities (MoDWFC). It was mentioned by DSMW, reported by Nurhidayah et al.

in 2017, PwDs are divided into seven categories which is portrayed in Table 2.2.

14
 Table 2.2 Explanation on Types of Disability According to Department of Social
Welfare Malaysia.

Type of Disability Explanation

1. Vision Disability Blind in both eyes or blind in one eye; limited vision in

both or any other permanent visual impairment.

a) Low vision – Vision that is worse than 6/18 but equal

or better than 3/60 even with the use of visual aids or a

visual field that is less than 20 degrees from fixation.

b) Blindness – Vision of less than 3/60 or visual field less

than 10 degrees from fixation

2. Hearing Disability Unable to hear clearly in both ears without the use of

hearing aid or unable to hear at all even with the use of

hearing aid.

a) Minimum 15 -< 30 decibles (a child)

b) 20 - <30 decibles (adults)

c) Moderate 30 - <60 decibles

d) Severe 60 - <90decibles

e) Profound d ≥ 90decibels

3. Speech Disability Inability to speak that impairs proper communication and

cannot be understood by those who interact with the

person. The condition is permanent or incurable

4. Physical Disabilities Permanent inability of parts of the body whether caused

by loss or absence or inability of any part of the body that

can affect their functions in fully carrying out basic

activities.

15
 5. Learning Difficulties Mean intellectual capabilities that do not conform with

biological age.

a) Late Global Development (for children age <3)

b) Down Syndrome (Autism)

c) Attention Deficit Hyperactivity Disorder (ADHD)

d) Specific Learning Disabilities such as dyslexia,

dysgraphia, dyscalculia and others.

6. Mental Disabilities State of severe mental illness that causes an inability to

function in person whether partly or fully in matters

related to him/ herself or his / her relationships within the

community.

Type of serious or chronic mental illness: Organic Mental

Disorder, Schizophrenia, Paranoia, Mood Disorder

(depression, bipolar) and other Psychotic Disorder such

as Schizoaffective Disorder and Persistent Dillusional

Disorders

7. Multiple Disabilities Having more than one type of disability and in general is

not appropriate to be classified in category 1 to 6.

Source: (Department of Social Welfare Malaysia, 2011; Nurhidayah et al., 2017).

2.3 PWDS IN MALAYSIA

According to World Bank Group, around 1 billion or 15% of the world’s population

experience some form of disability and the prevalence of disability is higher in

developed countries which is higher than 10% of WHO estimates which dates from

1970s (World Report on Disability, 2011). In Malaysia, the PwDs registered themselves

16
voluntarily in the Department of Social Welfare Malaysia Malaysia (DSWM) also

known as Jabatan Kebajikan Masyarakat Malaysia. (Ardinawati Abdullah, 2013). Since

the population of people in Malaysia is 32.4 million, this should give a rough estimation

of 3.24 to 4.86 million number of PwDs (Statistics of Malaysia,2018). However,

according to Department of Social Welfare, in 2016, only 409, 269 PwDs have

registered in DSWM (see Table 2.4) and as of 30 Jun 2018, (depicted in Table 2.3) 474,

579 of PwDs have registered in DSWM (Bernama, 2018).

Table 2.3 Registration of PwDs by Category of Disability in 2018.

Disability Category Population

Vision Impaired 42, 440
Hearing 35, 384
Physical 168, 051
Learning Disabilities 164, 600
Speech 2, 469
Mental 39, 450
Others 22, 185
TOTAL 474, 579
Source: (Department of Social Welfare, 2018).

Table 2.4 Registration of PwDs by Category of Disability in 2016.

Disability Category Population

Vision Impaired 36, 692
Hearing 31, 937
Physical 142, 600
Learning Disabilities 143, 334
Speech 2, 104
Mental 33, 518
Others 19, 084
TOTAL 409, 269
Source: (Department of Social Welfare, 2016).

17
 The Table 2.4 s.hows a major difference of the actual estimation of PwDs to the

number of registered PwDs in DSMW. There might be a dispute in the actual number

of PwDs, due to the voluntary registration, unrevised data or low reachability to the

rural population in Malaysia (Ala, 2014). While for the number of PwDs according to

states, Selangor shows the highest number of PwDs registered with 67, 537 people in

2017 (DSWM, 2017).

Figure 2.2 Registration of PwDs According to States 2015-2017.

(Source: Department of Social Welfare Malaysia, 2017).

Not only that, it is expected that the number of PwDs will increase rapidly over

the years of the increase in number of ageing population which has been stated by WHO,

the population of the world’s population of 60 years and over will approximately double

from 12% to 15% between the year 2015 and 2050 (WHO, 2018). This was also

reported by Aizan that older population of 60 years and above in Malaysia will increase

at 14% as shown in Figure 2.3.

18
 Figure 2.3 Percentage of Ageing Population from 1970 – 2040.
Source :(Aizan, 2015)

2.4 UNIVERSAL DESIGN, INCLUSIVE DESIGN AND ACCESSIBLE

DESIGN

According to American National Standards in 1998, the term “design for all” were first

introduced since the 1950’s after the Vietnam War, the US Presidents’ Committee on

Employment of the Handicapped, the Veterans Administration and others decided to

formulate national standards for “barrier free” building due to the large number of

people returning with serious physical injuries which such that the aim was to offer

education and employment substitutes to institutionalized healthcare (H. Persson et al.,

2014). According to Ejgil (2016) modifying or freeing a building from barrier means;

• Recognizing the features that could form barrier for some people

• Thinking inclusively about the whole range of impairment

• Reviewing everything – from structure to smallest detail

• Seeking feedback from users and learning mistakes.

19
 According to Steinfield (2002) and Centre for Universal Design (2005), reported

by Asiah A. Rahim (2008) defined universal design as “...the design of products and

environment to be useable by all people, to the greatest extent possible, without the need

for adaptation or specialized design”, (H. Persson, 2014). This shows the concept of

equality in the built environment indicating that the facilities provided should cater to

the participation of everyone in the social activities (Ala Bashiti, 2016). As identified

by Connel et al. (1997) and reported by Asiah A. Rahim (2013) and H. Persson et al.

(2014), one of the concepts that are often cited to describe the principles of universal

design are:

• Equitable Use; The design is practical and merchantable to people with

various disability.

• Flexibility in Use; The design assists a large range of individual preferences

and abilities.

• Simple and Intuitive Use; The design is easy to understand, regardless of

the experience, language skills, or current concentration level that the user

contain

• Perceptible Information; The design communicates effectively, regardless

of the of the type of sensory disabilities.

• Tolerance for Error; The design reduce providence and adverse

consequences of accidental or unintended actions.

• Low Physical Effort; The design can be utilized efficiently and comfortably

with minimum lethargy.

20
 • Size and Space for Approach and Use; The design used appropriate size

and space for approach, reach, manipulation and use irrespective of the

user’s body size, posture or mobility.

As mentioned by Goldsmith (2000) and reported by Asian A. Rahim (2008). In

Figure 2.4 shows the category of users from abled bodied to severely impaired which

comprise of 1 to 8 on the left section and on the other section representing designers,

architects and professionals necessity to design to be more usable in the built

environment depicted by the arrows move up starting from below labelled in A, B, C

and D where D is the best universal design implementation in the built environment.

Figure 2.4 Universal Design Pyramid.

Source: (Goldsmith, 2000; Asiah A. Rahim, 2008).

Whereas if the pyramid of the users were to be inverted upside down, it shows

a much better implementation of universal design where the design necessity would

21
focuses to the minority group which is the PwDs and going up to the normal community.

As shown in Figure 2.5.

Figure 2.5 Inverted Universal Design Pyramid.

Source: Adapted and adopted from (Goldsmith, 2000; Asiah A. Rahim, 2008).

“Inclusive design” displays similarities to universal design and design for all,

however the prerequisite also include the concept of “reasonable” in the definition as;

The design of mainstream products and/or services that are accessible to, and usable by,

as many people as reasonably possible on a global basis, in a wide variety of situations

and to the greatest extent possible without the need for special adaptation or specialized

design. The phrase “reasonably possible” refers to the difference suggesting that the

inclusion of person with disabilities can be shrug off if it is hard to achieve or too costly

(Mace, Hardie, Place, 1996). Inclusive design is not a fixed design standard but a

perpetually evolving philosophy. With an objective to produce beautiful and functional

environment that can be utilized equally by everyone, regardless of the age, gender, or

22
type of disability which that the design process must be continually enlarging to

accommodate a wide group of users, their requirements, desires and expectations

(Shipley, 2002).

“Accessible design” refers to the standards and principles of extending a

person’s type of performance limitations to maximize the number of potential customers

who can readiliy utilized a product, building or services which may be achieved by (ISO

Guide, 2001);

• Designing products, services, environments that are readily usable by the

majority of users without any alteration

• Making products or services adaptable to different type of users (adapting

user interfaces)

• Having standardized interfaces to be compatible with special products for

person with disabilities.

“Universal access” refers to the development of accessibility design in the era

of human-computer interaction. As stated by Stephanidis, C., Salvendy, G. (1998), it is

described as “conscious and systematic effort to proactively apply principles, methods,

and tools of universal design, in order to develop information society technologies that

are accessible and usable by all citizens, including the very young and the elderly, as

well as people with different types of disabilities, thus avoiding the need for a posteriori

adaptations or specialized design”, (H. Persson, H. Ahman, A. A. Yngling, J. Gulliksen,

2014).

In Malaysia, Universal Design principles and elements have been standardized

as stipulated in Malaysian Standards (M.S 1184, M.S 1131). The standard applies to

internal and external building which public have access to. When fully utilized and

23
implemented, it is expected to benefit all people including people with hearing

impairments; people with visual impairments; people with mobility impairments;

people with hidden impairments (Eg: strength, stamina, mental dexterity or allergy) and;

people with diversities in age and stature (Asiah A. Rahim, 2016).

2.5 FACTORS AND IMPACT OF ISSUES ON PWDS EMPLOYMENT

Authorised by the government since 1988, 1% of employment opportunity has been

designated to PwDs in all sectors. The Department of Statistics Malaysia (DOSM)

reported that because of studies, housework, disability, and the motivation to work,

32.1% of working age population which consists of housewives, students, retired,

Persons with Disabilities (PwDs) and those who are not interested to work were outside

the labour force in 2017 and decrease by 31.5% in 2019 (DOSM, 2017; DOSM, 2019).

Delineated by the government as well as quoted by researchers, 14 000 job opportunities

were expected to be reserved for the PwDs in the public sector with the 1% quota policy

unfortunately, this quota has yet to achieve its required goal (Ardinawati, 2013;

Lavasani et al., 2015). This was later indicated again in Astro Awani news, merely

0.24% from 1.6 million PwDs employees are working in the public sector, thus making

employment as one the biggest challenges for PwDs graduates (Astro Awani, 2018).

2.5.1 Poor Accessibility in Built Environment

As stated by Abdul Rahim in 2014, most countries around the world including Malaysia

are encountering improved life expectancy. By the year 2050, population of Malaysia

at the age of 65 years would be 15%. Because of the rising number of PwDs in Malaysia,

resulted in increasing demand for allocations of access and facilities in and outside

buildings (Shalini and Seow, 2012) as some public areas and public buildings in

Malaysia have limited accessibility (Shalini, 2017). Also recapitulate by Asiah and

24
Ismawi to emphasize the universal design elements in built environment to improve the

needs of PwDs (Asiah and Ismawi, 2014).

2.5.2 Lack of Transportation Convenience

Stated by Soltani et al., and quoted by Kamarudin et al., the inefficient design of the

public transportation leads to inaccessible and limited space for the PwDs’ mobility,

thus upgrades has been made to the Malaysian Railways (KTMB) and Light Rail Transit

(LRT) train to facilitate Universal Design to the facilities (Kamarudin et al., 2014). The

improvements are in convergence to the Kuala Lumpur Structure Plan 2020 but is only

limited to Kuala Lumpur viscinity and not anywhere else (Suhana, 2017). Also

mentioned by Hazreena and Naziaty(2018) the improvements have been made to the

facilities as well as giving 50% off concession cards as noted by DSWM, albeit that, the

public transportation is still at its infancy stage as the upgrade is being conducted in a

piecemeal manner (Hazreena and Naziaty, 2018). Recently pointed out in Malaysiakini

news, with the new government in power, it is expected that they resolute for retrofitting

the poor state of Malaysia’s public transportation to be more disable friendly which also

include improving the public bus vehicles and bus station (Fazley, 2019).

2.5.3 Poor Understanding on PwDs

It is undeniable that, issue pertaining PwDs employment has been discussed and debated

over decades by policy makers and practitioners in Malaysia (Norani Mohd Salleh et

al., 2001; Amar-Singh HSS, 2008; Ardinawati, 2013). It has been revealed that

Malaysia have low understanding on PwDs and this may be due to our culture’s strong

believe in stigma, myths or stereotypes which gives PwDs their negative figure that

persists until this day (UNICEF, 2017). Stereotyping of PwDs is related to the medical

model of disability, perceiving them as patients incapable and non-functional; charity

figure; needy and dependant; and unable to get employed (Katie, 2011). However, in

25
reality most of the negative perceptions are only bias interpretations due to prejudice

and misconceptions amidst the public own capability to compete in the labour force

(Tiun and Khoo, 2013)

Other than that, it has been reiterated, the Malaysian’s lack of awareness on the

study of PwDs and Universal Design makes the physical access and facilities for PwDs

are not to their benefits (Kamarudin et al., 2014, UNICEF, 2017). Also demonstrate due

to their lack of awareness, the Malaysian Policy as well as the Malaysian Standards

(MS) have only been complied partially (Kamarudin et al., 2014).

2.5.4 Discrimination

Discrimination also is interrelated with strong believes in stereotypes which it will affect

the attitude towards PwDs including in employment (UNICEF, 2017). Also generally,

employers will think about the costs and effects in corresponds with hiring PwDs such

as level and type of disability, financial, productivity, skills, transportation, and costs

(Narayanan, 2017) as well as the PwDs level of education and experiences (Johanna et

al., 2014). Other concerns of employers was also highlighted and simplified which

consists of recruitment and organizational attractions; employee selection concerns;

social integration concerns and performance management concerns as depicted in

Figure 2.6 (Silvia et al., 2019). Thus, it can be seen the PwDs are usually to be offered

unskilled jobs with low salary as (Johanna et al., 2014). This was supported by

International Labour Organization (ILO), stating PwDs are likely to be underemployed,

earn low salaries, experience less job security and have fewer chances for advancement

(International Labour Organization Sheet, 2011).Thus, proving that employment of

PwDs is outweighed by stereotypes which leads to discriminated attitudes to the extent

lower the PwDs employability and limit their professional development in the

workforce as shown in Figure 2.7 (Izabela and Marzena, 2015).

26
 Figure 2.6 The employment cycle and employer's concerns about PwDs during pre-
employment.
Source: (Silvia et al., 2019)

Figure 2.7 Relationship between stereotypes towards employment.

Source: (Izabela and Marzena, 2015)

It was also revealed, social distance that existed between co-workers and PwDs

resulted in the development of social stigma that comprehends the disabled employees

27
to be weak and helpless in terms of their working capacities (Prins, 2013; Vornholdt,

2018). Therefore, individuals who believe in the social stigma have lower expectations

and more negative reaction and behaviours towards PwDs, thus contribute to the

employment issues in PwDs (Narayanan, 2017).

2.6 PWDS EMPOWERMENT, POLICIES AND ACTION PLAN

Rappaport defines empowerment as “a process: the mechanism by which people,

organizations and communities gain mastery over their lives”, (Rappaport, 1984). In

developing countries, 80% of the people consists of PwDs and 20% of them make up

of the world’s poorest people which they always tend to be regarded as the most

disadvantage and discriminated. (E. Ann, 1999; WHO, 2013). Employment can be a

source of empowerment for PWDs as it facilitates sense of self-sustenance and

independency (Liza, 2018). It was supported by Naami and Mikey-Iddrisu, PwDs

empowerment programme helped the PwDs in breaking down the social exclusion,

cultural and social stigma, marginalization and unemployment, nevertheless, the PwDs

still have to rely on charity for personal expenditures due to the PwDs’ attribution to

poverty for a long period of time (Naami, Mikey-Iddrisu, 2013).

2.6.1 United Nations Plans and Policies

In 1981, the United Nation had launched the International Year of Disabled of Disabled

Person followed by International Decade of Disabled Person from 1983 to 1992 to

create public awareness and understanding of PwDs with the aim for social inclusion

and equity of opportunities in socio-economic development as well as environment (UN

1982, 1983; Parker 2001; Asiah 2017). This awareness had influence advocation

revolving on PwDs issues in the Asia Pacific region under the United Nations Economic

and Social Comission for Asia Pacific region (UN ESCAP) which includes Malaysia to

sign the Proclamation of the Asian and Pacific Decade of Disabled Person 1993-2002

28
for the first decade and Asian and Pacific Decade of Disabled Person 2003-2012 for the

second decade (Parker 2001; Asiah et al., 2017). From there, the first comprehensive

human rights treaty, Unites Nation Convention on the Rights of Person with Disabilities

(UN CRPD) and its Optional Protocol have been adopted by the General Assembly in

2006 and entered into force in May 2008 which advocate PwDs empowerment by

substantial provisions on the human rights and participation of PwDs in all aspects of

life and areas of development. The UN CRPD becomes the pinnacle point shifting the

paradigm from charity to human rights which includes freedom of choice; equality of

opportunity to employment or rehabilitation; accessibility; non-discrimination of PwDs

and etc. (UN, 2013). The UNCRPD human rights treaty have been implemented,

automatically binded with the local law once it was signed and ratified by the State

Parties to show their commitment and social responsibility toward issues surrounding

PwDs (Arlene S Kanter, 2015; Hisham and Azmin, 2016). Currently, ESCAP is

adopting the Asian and Pacific Decade of Person with Disabilities, 2013-2022 which

was launch on 2012 in Republic Korea with its action plan called Incheon Strategy and

tag line “Make the Right Real” for Person with Disabilities which contains 10 goals, 27

targets and 62 indicators (UN, 2013; Asiah et al., 2017).

2.6.2 Malaysian Plans and Policies

Malaysia being one of the UN State Parties also has shown commitment to the UN

CRPD treaty by implementation of several Articles of UNCRPD in local law, formulate

new policies, and taking appropriate course and precaution to comply with the

international human rights treaty (Hisham and Azmin, 2016). This can be manifested in

the enactment of Person with Disability Act 2008 upon ratification of UN CRPD

(Hisham and Azmin, 2016). The Malaysian Government also show their dedication in

providing ample facilities, education, healthcare, accessibility, culture and social

29
inclusion of PwDs. One of them is creating the Department of Social Welfare of Malasia

(DSWM) under the Ministry of Development for Women, Family, and Community

Development (MDWFC) to review strategies converging with the PwDs Acts and

Policies ; the Malaysian Standards such as MS:1184, 1183, 1331 and 2015 to provide

guidelines on universal design or access of PwDs to the built environment; and the

Malaysian Action Plan of Person with Disabilities 2016-2022 which resonates with the

11th Malaysian Plan and the Incheon Strategy (Asiah et al., 2017). Correlates to the

Incheon strategy, empowering PwDs with 10 goals, the Malaysian Action Plan of

Disability 2016-2022 consists of 10 cores that contains objectives, targets and indicators

as well action plans or programmes for long term and short term year complete with

ministry or government agencies responsible (Asiah et al., 2017) The cores are namely

as follows (Asiah et al., 2017, p.3):

1. Core Strategic 1 (Goal 3 Incheon Strategy) – Increase accessibility of

PwDs; Strategy: Increase PwDs mobility and quality of life for a productive

and inclusive community.

2. Core Strategic 2 (Goal 1 Incheon Strategy) – Enhance Economics of

PWDs; Strategy: Increase PwDs participation in open work force market,

inclusive and accessible for them to flie independently and contribute to the

nation development.

3. Core Strategic 3 (Goal 5 Incheon Strategy) – Increase PwDs Access for

education; Strategy: Increase PwDs access to a quality and inclusive

education at all stages including life long learning towards talented and

potential development of human resources.

4. Core Strategic 4 (Goal 5 Incheon Strategy) – Increase PwDS access for

Healthcare; Strategy increase PwDs access for comprehensive habilitation

30
 and rehabilitation programme including aspects of healthcare, occupation,

education and social inclusion.

5. Core Strategic 5 (Goal 4 Incheon Strategy) – Enhance Social Services of

PwDs; Strategy: increase PwDs access to cultural life, recreation and sports;

increase PwDs chances of owning a house; enhance the mechanism of social

protection and support services.

6. Core Strategic 6 (Goal 2 Incheon Strategy) – Increase PwDs Participation

in Planning and Decision Making; Strategy: Increase PwDs Participation in

political process and process of planning and Decision Making.

7. Core Strategic 7 (Goal 7 Incheon Strategy) – Upgrade PwDs Access in

Risk Disaster Management; Strategy: Develop planning and strategy of in

Risk Disaster Management for PwDs.

8. Core Strategic 8 (Goal 8 Incheon Strategy) – Research and Development;

Strategy: Encourage research and development about PwDs as well as

conveying the research outcome for better action; enhance mechanism of

coordination of implementation, evaluation and assessment of PwDs

programs.

9. Core Strategic 9 (Goal 10 Incheon Strategy) – Advocacy; Strategy:

increase awareness and shaping positive attitude among community

towards PwDs; linking and strengthen regional and international

cooperation.

10. Core Strategic 10 (Goal 9 Incheon Strategy) – Convention of the Right

of PwDs; Strategy: implementation of laws in line with Convention of the

Right of PwDs.

31
2.7 REHABILITATION FOR PWDS

One way of ensuring the PwDs empowerment of self-reliance and independency is by

vocational rehabilitation. Rehabilitation is defined as “a set of measures that assists

individuals who experience, or are likely to experience, disability to achieve and

maintain optimal functioning in interaction with their environments. Different from

habilitation which aims to help those who acquire disabilities congenitally or early in

life to develop maximal functioning; while rehabilitation covers both types of

intervention” (WHO, 2011, p.96). While Vocational Rehabilitation are “programmes

designed to restore or develop the capabilities of people with disabilities to secure, retain

and advance in suitable employment – for example, job training, job counselling, and

job placement services”, (WHO, 2011, p.240).

In 2007, Malaysian government under the Social Security Organisation of

Malaysia (SOCSO) launched the Rehabilitation, Reintegration of Injured Workers

(RTW) programme , which is a comprehensive multidisciplinary biopsychosocial

rehabilitation to assists injured person or acquire disability due to an accident to return

to employment through systematic disability case management (Amsharija, 2015).

According to Azman, a number of 11, 090 workers participated in the RTW Programme

and 7, 881 (71%) have return to workforce of their occupation, thus calling for more

integrated rehabilitation centre to be built for the injured workers (Azman, 2014).

2.8 TOURISM AND HOSPITALITY INDUSTRY

According to World Tourism Organisation, tourism is defined as a “social, cultural and

economic phenomenon which entails the movement of people to countries or places

outside their usual environment for personal or business/professional purposes”. These

people are called visitors (which may be either tourists or excursionists; residents or

non-residents) and tourism has to do with their activities, some of which imply tourism

32
expenditure (World Tourism Organization, 2008). Thus, Tourism Industry is defined as

“Businesses providing primary services to travellers, including the traditional

hospitality businesses and others closely linked to them in such fields as entertainment,

recreation, and transportation, plus travel agencies and tour operators”, (Fundamentals

of Hospitality and Tourism Management, 2009). Hospitality is a term implies whereby

“a guest who is away from home is welcomed by a host where basic necessities are

provided such as food, beverages and lodging. The term is derived from the Latin word

‘hospitaire’, which means to receive a guest”. Thus, Hospitality industry is defined as

“An industry comprises business entity of food, beverages, lodging or a combination of

these businesses to travellers during their stay in a destination”, (Fundamentals of

Hospitality and Tourism Management, 2009). In General, Tourism and Hospitality

Industry comprised of 6 service providers namely accommodation and lodging; food

and beverages; transportation; travel and tourism; government and; recreation and

entertainment (M. Westcott, 2015). (See figure 2.8).

Figure 2.8 Services Provided in Tourism and Hospitality Industry.

Source: (Lim et al., Fundamentals of Hospitality and Tourism Management, 2009)

Through the services offered, tourism and hospitality industry produce

significant economic contribution to the country and is the largest most diverse labour

33
force sector (Shanon, 2012). At a time of global economic crisis, tourism and hospitality

industry continue to prosper and plays an important role in providing employment and

economic growth for every country in the world (Travel and Tourism, 2015). It is also

stated because of its large province in terms of labour force and industrial proletariat,

Tourism and Hospitality Industry has proven to be the biggest contributor in the

economic expansion of one’s country, thus informing stakeholders on ways of

improving the design of workplace in tourism and hospitality industry for the PwDs

users and workers (Shannon, 2012). According to World Travel and Tourism Council

(2015), Malaysia total Gross Domestic Product (GDP) will be 5.8% or RM95.96 billion

through its direct contribution in tourism by the 2025 (Rosemary et al., 2016).

By providing PwDs with entrepreneur values, the eagerness and enthusiasm in

the ambition to become a successful person in the future can motivate them in executing

their daily lives hence becoming more independent (Che Asniza Osman et al., 2014).

This will improve their current conditions and quality of life for as it is important for

the disabled person to become productive and maintaining their health as it will decrease

the dependency provided by the government to cover expenses such as living cost,

health problem and psychology. Better community with better quality of life will create

better environment and better future society.

According to Valentini and Anthony, hiring PwDs in hospitality workforce

improve business performance; customer satisfaction, improve management skills,

psychological safety of staffs; and improve innovation that would increase ability to

compete in the labour market (Valentini and Anthony, 2014). It was also stated that

partnering with vocational rehabilitation agencies is important for companies in the

hospitality industry to participate in hiring PwDs as they know that the PwDs will have

higher credibility in doing their work (Valentini and Anthony, 2014).

34
2.9 CONCLUSION

This chapter have discussed background of PwDs and issues of employment cause and

impact of employment issues towards the PwDs. This shows that it is pertinent in

solving this issue to improve the PwDs participation in social activities and improving

their quality of life by making the built environment more accessible with adequate

transportation infrastructures as well as giving the PwDs support system as well as

rehabilitation training so that it could aid in the PwDs mobility and improved their

employment rate. This chapter also have discussed the opportunities that Tourism and

Hospitality provide in improving the country’s economy as well as entrepreneurship of

PwDs and how it can relate back to the suitability of the service according to the type

of disability.

35
 CHAPTER 3

METHODOLOGY

3.0 INTRODUCTION

The main objective of this chapter is to determine the causes and complication

experience by the PwDs and requirement they need in the working environment as well

as to observe the compliance of guidelines in (MS 1184:2014). The research conducted

begins with basic research procedure and literature review to provide justification in

strengthtening the role of Tourism and Hospitality Industry in contributing to the

employment opportunities for PwDs and to obtain a brief idea of the stages of research.

The data collection method used will be mixed method between Qualitative and

Quantitative data collection method. The choice of mixed methods and case study will

be discussed further on how the data will be collected in this chapter.

3.1 CONCEPTUAL FRAMEWORK OF STUDY

As stipulated in figure 3.1. The research started with readings of some literature reviews

regarding Persons with Disability (PwDs) terminologies and categories. The research is

further developed by adding issues relating to PwDs employment accessibility issues in

the built environment into the literature review stage to gain more understanding about

the current status of PwDs in society as well as finding out ways to improve the issue

and the PwDs income rate. Based on these issues, research problems, research aim and

objectives are formulated. This also leads to the exploration of Tourism and Hospitality

Industry which have a large labour market opportunities and services which might be

suitable according to the type of disabilities of the PwDs respondents. Bearing in mind

with the wide variety of the types of disability of PwDs existed, a comprehensive

36
approach needed to be applied by combining both qualitative and quantitative research

method. In this regard, the research question and objectives were analyzed to develop

the suitable research methodology to be constructed. The research questions and

objectives are depicted as in Table 3.1.

Table 3.1 List of Research Questions and Research Objectives.

Research Questions Research Objectives

• What are the factors and issues • To identify factors influencing

inhibit the employment of PwDs? and issues inhibit the employment

of PwDs.

• What kind of working category in • To investigate the category of

Hospitality Industry suitable for work in Tourism and Hospitality

the PwDs according to their type Industry suitable according to the

of disability? type of disability.

• What are the spatial planning and • To determine spatial planning and

programmes that is essential for programmes for PwDs

PwDs empowerment? empowerment.

Apart from literature, many information such as PwDs statistics, authorities and

other related information can be obtained from websites, conference proceedings,

Department and Social Welfare Malaysia and other sources as well as previous studies

on PwDs. Literature of previous studies are also important to gain information on the

most suitable data collection method to be utilized in this research.

37
Figure 3.1 Conceptual framework of study.

38
3.2 MIXED METHOD

Mixed method or triangulation method are research approaches that combine both

qualitative and quantitative research techniques into a single research study (Denzine,

K. Norman, 1970; Tashakkori & Teddlie, 1988; Plano Clark, 2005). The primary

purpose of combining qualitative and quantitative approached is to obtain better

understanding of research problems and complex phenomenon that either of the

approach can obtain alone. It also requires broader set of skills that spans both

approaches and challenges in publishing mixed method studies as constraints such as

word and page limits normally arise (Creswell & P. Clark, 2007; Bryman 2007).

However, there are issues and barriers involve in utilizing mixed method strategy as it

demands increasing work and financial resources to implement both techniques in the

study which will lengthen the span of time to complete one’s research (Niglas, 2004).

This statement is supported by other researchers Creswell and Plano Clark (2007),

which explained conducting mixed method research is not as simple as it seems because

they require more work and financial resources (Creswell & P. Clark, 2007).

According to Cresswell, and John W., cited by Geoffrey E. Mills and L. R. Gay

in the 11th edition of Educational Research, there are three types of basic mixed method

research designs as shown in Figure 3.2 (Geoffrey & Gay, 2016, p.445 – 447) which

are:

i. Explanatory sequential – Quantitative data are collected first and given

more attention.

ii. Exploratory sequential – Qualitative data are collected first and given

more attention.

iii. Convergent parallel – Quantitative and qualitative are given equal attention

and emphasis which the data are collected concurrently throughout the

39
 study. The strength of quantitative data collected will support the weakness

of qualitative data collected and vice versa.

Quantitative Quantitative
Data and Results
Analysis Interpret or
Merge Results
For Explain
Comparison Convergence
Qualitative Qualitative or Diversion
Data and Results
Analysis

Figure 3.2 Convergent Parallel Mixed Method Design.

(Source: Geoffrey, Gay, Educational Research: Competencies of Analysis and
Applications, 11th Edition, 2016)

3.3 CASE STUDY

According to Bromley (1986), a case study starts from the “desire to derive an up-close

or otherwise in-depth understanding of a single or small number of ‘cases’, set in their

real world contexts”, (Bromley, 1986:1). This method is widely use in the field of

psychology, sociology, political science, social work and community planning (Gilgun,

1994 cited by Yin, 2003). Case study as described by Yin in his fifth edition book of

case study method is “an empirical inquiry that investigates a contemporary

phenomenon (the ‘case’) in depth and within its real-world context; especially when the

boundaries between phenomenon and context are not clearly evident”, (Yin,

2014:16&17). The term ‘in-depth’ implies the need for some kind of fieldwork;

‘contemporary phenomenon’ highlight study of the present settings without excluding

events from the past that is relevant (Yin, 2014: 24)The method is based on observations

of recent phenomenon within its actual settings (Souza, 2015).

40
 Case gives a holistic view of opportunity where the detailed observation enables

researchers to study many different aspects, examine relation to each other, view the

process within its total environment and also use the researcher’s capacity for

understanding”, (Gummesson, 1988:76, Christine, 2001). It aims to “create invaluable

and deep understanding on the ‘cases’ which resulted in real-world behavior and its

meaning”, (Yin, 2014). Hence, case study will be utilized exceptionally to answer the

‘how’ and ‘why’ question on contemporary set of events (Christine, 2001). There are

three strategies of case study described by Yin (2003) cited by Zaidah (2007) which

consists of:

i. Exploratory case studies – Describe as a preliminary research set to analyze

any phenomenon in the data which serves as a point of interest to the

researcher. General questions of ‘how’ and ‘why’ is formulated, also prior

to fieldwork, small scale data collection or pilot study may be conducted

before research question and hypothesis is proposed. This helps to prepare

for the framework of study.

ii. Descriptive case studies - set to portray the natural phenomena which

happened within the data in question. There are three main type of

descriptive methods: field observation; case-study; and survey method.

iii. Explanatory case studies – Using both qualitative and quantitative

research. analyze the data closely both at a surface and deep level in order

to explain the phenomena in the data. It can be used to explain causal

relationships and develop theory.

Case study also enables a researcher to evaluate data simultaneously by using

all of their sensory perception in the real-life context or real occurring situation (Cohen

and Crabtree, 2006). Thus, it may be useful in evaluating how the individual or object

41
changes over time as the result of certain intervention or circumstances (P. Leedy,

2011).

During the exploratory phase, this study starts with literature review on PwDs

regarding critical issues faced by them today which is employment. This raise to the

question of ‘why’ and ‘how’ this phenomenon occurs which leads to the research

problems, questions and objectives which have been mentioned in chapter 3.1. In the

descriptive phase, collection of data is conducted by field observation to selected

Welfare Centres located in Kuala Lumpur and Selangor while handing out surveys at

the same time. Lastly, the data is analyzed with quantitative and qualitative approach in

the explanatory phase.

3.3.1 Observation

Marshall and Rossman define observation as the study of "the systematic in description

of events, behaviors, and artifacts in the social setting chosen for study" (Marshall &

Rossman, 1989: 79). Observation is used to investigate the facilities or features provided

by the Welfare Centres that empower PwDs. It allows direct remarks on the level of

accessibilities for the PwDs when utilizing the facilities of selected case studies. The

observations are recorded by taking photographs or sketching the facilities regarding

the level of accessibility and current environment of the particular area (Azidah, 2003).

In this study, the field observation is carried out at relevant Welfare Centres

where the site is suggested and selected through snowball sampling method by

contacting influential people who are knowledgeable in the subject matters regarding

PwDs. The site that was visited are Malaysian Federation of the Deaf; Malaysian

Association for The Blind; KL Braille Resource, Sentul; Jabatan Kebajikan Masyarakat,

Gombak; KFC Boulevard, Sentul; Dialogue in The Dark, Kuala Lumpur; and most

importantly, Cheshire Home in Selangor. Observation is also being done at

42
rehabilitation centres that train PwDs to be independent and adapt to the workforce such

as Tun Abdul Razak SOCSO Rehabilitation Centre (TRSRC).

3.3.2 Survey

Survey is defined as “…questioning individuals on a topics and then describing their

responses…”, (Jackson, 2011). Practically, the most popular approach in conducting

survey method is questionnaires, interviews and documentation review where the

advantages and disadvantages are described by Denscombe (2010) as shown in Table

3.2.

Table 3.2 Type of Survey Data Collection Method.

Method Purpose Advantage Disadvantage

Questionnaire To gather large - Respondents can - Difficulties
size of remain anonymous ensuring greater
information in a - Cheaper than most depth of research
short period of of primary data
time collection methods
- Pottential to
produce large amount
of data
Interviews To reflect - Pottential to direct - Great amount of
emotions, process of data time required to
experienced and collection arrange and conduct
explore issues - Could collect interviews
with greater focus specific type of - Additional cost
information may imposed such as
travelling cost and
fees in arranging
interviews.

43
 - Pottential for bias
data from
interviewees.
Documentation To study isues that - Pottential to collect - Challenges in
Review has developed comprehensive data accessing documents
over a specific - Inflexible of
period of time research
(Source: Denscombe, The Good Research Guide for Small Scale Social Research
Projects, 4th Edition, 2010)

In this study, questionnaires was distributed to the respectives Welfare Centres.

Interviews was conducted to gain direct, open and in-depth responses from the PwDs

respondents (Azidah, 2003). Interviews also allows personal situations and opinions to

be shared between the interviewers and respondents. In this study, the interview was

conducted to the Blind and Visual Impaired; and Learning Disabilities type of PwDs.

The reason for this matter was because the Blind and Visual Impaired persons could not

answer the questionnaire as they could not see and the cost to print Braille questionnaire

is more costly than the normal questionnaire. Whereas the Learning Disability type

group, there are certain question that they required guidance to understand the meaning

of each question. Thus, resulting in a lower number of respondents from the Blind and

Visual Impaired; and Learning Disabilities type of PwDs.

3.3.2.1 Targeted Respondent and Population

The main target respondents for this research is the Persons with Disabilities (PwDs)

themselves preferably that is currently working or had worked before in order to quickly

determine and obtain information relating to the factors influencing employment as well

as the barriers inhibit the employment of PwDs.

44
 As for the targeted population, Selangor was chosen for the district as it contains

the largest number of PwDs and as well as Kuala Lumpur for employment opportunities

in Malaysia compared to other region. Since the PwDs are segregated according to the

type of disability and there are lots of Welfare Centres around Selangor and Kuala

Lumpur, the accessible population was obtained by using the snowball sampling

method as the population of the required PwDs are difficult to identify. Basically,

snowball sampling is conducted choosing a nuumber of people who can ease the

research and suits the researcher’s needs. Then use the chosen participants to identify

other suitable designated participants and this process shall continue until the researcher

obtain the sufficient number of participants (Geoffrey and Gay, 2016).

3.3.2.2 Design of Survey Questionnaire

The main objective of the survey is to get main insights on the accessibility of

the existing facilities and issues faced by PwDs in the context of the Malaysian labour

workforce. The questions were adopted from previous research studies regarding PwDs

as well as information gained from the literature review stage. The interview questions

for the Blind and Visual Impaired along with the Learning Disability people will be

using from the same questionnaire. The survey questionnaire consists of four parts

namely:

1) Part I : Demographic Data of Respondents.

2) Part II : Level of Self-satisfaction on Existing Facilities .

3) Part III: Perception on Employment of PwDs.

4) Part IV: Perception of PwDs Employment in Tourism and Hospitality

Industry.

PART I: Demographic Data of Respondents

45
 The demographic data of the respondents is gathered to gain the statistical data

of the background of PwDs such as their age, gender type of disability and educational

background. These data is also used to produce justification related to the factors that

influence the employment of PwDs as well as the barriers that inhibit the participation

of PwDs in labour workforce. The justification of the question details are as follows:

Gender : To observe the participation of both gender in employment.

Age : To identify whether the respondent’s age will effect the

factors influencing the PwDs employment as well as the

issues faced by the PwDs in the working environment.

Marriage Status : Respondents who are married might have different views on

the perception of PwDs employment, existing facilities and

the perception towards employment in Tourism and

Hospitality Industry.

Number of Children : To determine whether the existence of children might affect

the determination to participate in employment.

Type of Disability : To classify the type of occupation which is suitable

according to the type of disability.

Level of Disability : To identify whether the level of disability would influence

the job placement or working performance of PwDs.

Cause of Disability : To identify the adaptation of the PwDs disability to the built

environment.

Level of Education : To analyze whether the level of education will affect the type

of occupation or salary of PwDs.

46
 Employment status : To obtain different perception on employment from PwDs

who are currently working, have worked before or not

working.

Type of : To analyze whether the type of occupation is appropriate to

Employment the education qualifications of the PwDs

Employment : To determine the length of duration

Duration

Medium to Find : To identify the medium where the PwDs usually find their

Employment job.

Salary Before : To obtain the economic status of the PwDs and analyze

Deduction whether the salary is appropriate to their education

qualifications.

Transportation : To determine whether the PwDs workplace is accessible by

public transportation.

PART II: Level of Self-satisfaction on Existing Facilities

In this section, the level of self-satisfaction of PwDs towards the existing

facilities allocated in their workplace is collected and measured using the Likert scale

of 1 to 5 which comprise of very poor to excellent respectively. This is to determine

the level of accessibility complies with the Malaysian standard 1184 which will

contribute to the participation of the PwDs in employment.

PART III: Perception on Employment of PwDs

In this section, consists of a closed-ended question in the early section, which

will developed into the open-ended question at the end of the section. The first section,

the PwDs are required to give their level of perception according to the Likert Scale of

47
1 to 5 which comprise of very poor to excellent respectively. The second question, the

PwDs are required to comment on the issues that inhibit the employment of PwDs in

the labour market. The last question is about the opinion of the respondents on other

alternatives or programmes to empower PwDs.

PART IV: Perception of PwDs Employment in Tourism and Hospitality Industry

In this section, consists of an open-ended questions where the PwDs will give

their views and express their feelings regarding the employment of PwDs in Tourism

and Hospitality Industry. This section is also to determine the field in Tourism and

Hospitality Industry which is suitable according to the type of disability.

3.4 CONCLUSION

Based on the literature review, it has been decided that mixed methodology and case

study would be the best approach to execute this research. The case study will consists

of field observation, survey questionnaire and survey interview. The targeted

respondents will be obtained through snowball sampling unit because of the large

number of Persons with Disabilities and wide diversity of Welfare Centres in Selangor

and Kuala Lumpur. Although there are some challenges will be faced when

implementing mixed methodology, but it gives better opportunities in understanding the

issues thus have better holistic results.

48
 CHAPTER 4

RESULTS AND FINDINGS

4.0 INTRODUCTION

In the previous chapter have discussed about the Research Methodology and how the

data is obtained. This chapter will discuss about the results where it is divided into 6

parts. Part 1 discusses the results relating to the demographic data and background of

the Persons with Disabilities; Part 2 is also on the demographic data but focused on

the employment data; Part 3 will be discussing about the views and perception on

existing facilities; Part 4 is focusing on analyzing the perception of PwDs on their

employment environment; Part 5 will be discussing on the perception of PwDs on

Tourism and Hospitality Industry; and lastly Part 6 will be about case study on how to

empower the PwDs and increase their chance on employment in the Tourism and

Hospitality Industry as well as other sectors.

4.1 DEMOGRAPHIC DATA OF RESPONDENTS

Before the data collection began, the statistic of PwDs is obtained from Social Welfare

Department who registered in 2018 to identify the largest population of PwDs in

Malaysia which Selangor consists the largest number with 67, 537 people combine with

Kuala Lumpur for its near location and high employment opportunity. However, the

location where the PwDs work are unknown thus the research continues by meeting

experts or people who are knowledgeable in the field of the different disabilities or

going to a well-known PwDs Association in Malaysia. The selection of respondents is

chosen by using the snowball sampling method at suggested Social Welfare Centres

49
with a total of 32 valid respondents is obtained. This research did not go to the PwD’s

workplace to obtain the data because of the various different location where the PwDs

worked. The data is collected through two methods which are survey questionnaire as

shown in appendix I and semi-structured survey interview to gain in-depth information

about the issue as depicted in appendix II. The quantitative method (survey

questionnaire) was complemented by the qualitative approach (semi-structureed survey

interview) whereby the respondents slowly ‘opened up’ and shared their personal

experiences as well as challenged encountered at their workplace. From the results of

survey, the results of respondent’s demographic profile are as in Table 4.1.

Table 4.1 Table of Respondents Demographic Data.

Demographic f (n=44) %
Gender
Male 24 55
Female 20 45
Age
<20 5 12
20-39 23 53
40-59 12 28
60-79 3 7
Race
Malay 30 70
Chinese 8 18
Indian 3 7
Others 2 5
Marital Status
Married 21 48
Single 20 45

50
 Divorced 3 7
Others - -
No. of Children
None 23
1-5 20
6-10 -

4.1.1 Gender

From the results of survey, the dominant respondents who are employed were

the males with 55% of the total compared to the female respondents with 45% as shown

in Figure 4.1.

Gender

45% Female
55% Male

Figure 4.1 Gender Distribution

51
4.1.2 Age

It is shown that the major age group of PwDs who are employed is from the age

of 20 – 39 with the percentage of 53% which is equivalent to 19 people followed by the

age group 40 – 59 with 28% which is equivalent to 7 people, age group below 20 years

with 12% which is equivalent to 5 people and lastly age group 60 – 79 with 7% which

is equivalent to 3 people as depicted in Figure 4.2.

Age

7% 12%

<20
28% 20 - 39
40 - 59
60 - 79

53%

Figure 4.2 Age Distribution

4.1.3 Race

From the data collected, the Malay race is shown to be the dominant race with

70% of the survey than the Chinese and Indians which consists of 18% and 7%

respectively while the remaining 5% consists of others as shown in Figure 4.3.

52
 Race

5%
7%

Malay
18%
Chinese
Indian
Other

70%

Figure 4.3 Race Distribution.

4.1.4 Marital Status

Although with disabilities, a lot of the PwDs are married and have kids but most

of them are single. The single status gives off the largest percentage with 48% which is

equivalent to 21 people, followed by the married status with 45% which is equivalent

to 20 people and lastly the smallest number, divorced status with 7% which is equivalent

to 3 people as shown in Figure 4.4.

As for the number of children for the married PwDs, most of them did not have

children as in Figure 4.4, the majority of the PwD’s marriage status is single.

Nevertheless, the PwDs which have been married and have their own family, the

number of their children may consist only a small number and does not exceed more

than 5 children as depicted in Table 4.2.

53
 Marital Status

7%

Single
45%
Married

48% Divorced

Figure 4.4 Marital Status of PwDs.

Table 4.2 Table No of Children for Married PwDs

No. of Children
25

24
24

23

22

21

20

19

18
None 1-5 6-10

No. of Children

54
4.1.5 Type, Level and Cause of Disabilities

This study has managed to accumulate 44 People with Disability (PwDs)

respondents to conduct the survey within the short time period. It is found that the most

PwDs employed are from the Speech and Hearing Impaired followed by Learning

Difficulties; Blind and Visual Impaired; and Physical Disability as depicted in Table

4.3 and Table 4.4. Apart from that, every group of PwDs could get employed albeit their

level of disability with the largest number came from the the moderate level of

disability. Except for the Learning Difficulty group of disability which they could not

get employed if their level of disability is severe and profound as depicted in Table 4.4.

Table 4.3 Table Number of PwDs Collected According to Type of Disability

16

14

12

10

0
Physical Blind & Visual Impaired Learning Difficulties Speech Impaired &
Hearing Impaired

Number of PwDs collected Column1

55
 Table 4.4 Table Level of Disability According to Type of Disability

Level of Disability
8

0
Mild Moderate Severe Profound

Physical Blind & Visual Impaired Learning Difficulties Hearing & Speech Impaired

As for the cause of disability, the majority of PwDs obtained their disability

since birth with 56%, followed by accidents with 36%; health problems with 6% and

lastly, others with 2% as shown in Figure 4.5.

Cause of Disability
2%
6%

Since Birth
Accident
36%
56% Health
Other

Figure 4.5 Cause of Disability.

56
4.2 EMPLOYMENT STATUS OF PWDS

The PwDs respondents gained are employed or have worked before although

currently they are not as exhibited in Table 4.5. Despite the policy which constitute 1%

the government and private sector should employ their employees from PwDs, the

results from the survey shows that the PwDs got employed more on the private sector

rather than the government sector. As illustrated in Figure 4.6, the number of PwDs who

works in the government sector is only 9% while the private sector gives the largest

percentage with 84% and 7% in others.

Table 4.5 Table Demographic Data of Respondents (Empployment Status).

Demographic f (n=44) %
Level of Education
Secondary School 29 66
College Gradute 13 30
Postgraduate 2 4
Employment Status
Yes 41 93
No 3 7
Type of Employment
Government 4 7
Private 37 84
Others 3 9
Duration of Employment
< 6 months 9 21
1 year 2 5
2 years 8 19
> 3 years 23 55
Medium obtain job
Any OKU organization 14 32

57
Job advertisement 3 7
Family or friends 19 43
Social Welfare Department 1 2
Others 7 16
Salary Before Deduction
RM 570 – RM 750 9 21
RM 750 – RM 1000 5 11
RM 1000 – RM 1500 12 27
RM 1500 – RM 2000 14 32
>RM 2000 4 9
Transportation
Public transport 16 37
Motorcycle 7 27
Car 12 16
Taxi 1 2
Others 8 18

Type of Employment

7% 9%

Government
Private
Other

84%

Figure 4.6 Percentage of Type of Employment.

58
4.2.1 Level of Education

In terms of PwDs level of education, most of the PwDs received education until

secondary school with 66% where they did not finish their education and drop out of

school. The number rapidly decreases once it gets into higher level of education for

graduate and postgraduate level where it decreases to 30% in graduate level followed

by 4% in postgraduate level as shown in Figure 4.7.

Level of Education
4%

30%
Secondary School
College Graduate
Postgraduate

66%

Figure 4.7 Percentage of PwDs Level of Education.

Level of education will effects a lot in the employment acceptance and type of

employment they will acquire as well as their salary and treatment by the co-workers or

employer. However, it was found the majority of the PwD’s rate of ability to get

employed is still low even though with higher academic qualification. Moreover, the

job offered does not suit their level of education. Based on the interview results as

shown in Figure 4.8, 72% of the PwDs agreed even with education qualification, PwDs

are still having a hard time securing a comfortable and accessible workplace while 28%

59
disagreed and state it depends on the type of occupation you are applying. As stated by

some of the respondents:

“I only have SPM education certificate, that is why I worked in a restaurant”,

stated by hearing and speech impaired respondent.

“When I started working here, it was for a different job and it keeps changing.

Now I am doing something which I have no interest in”, said by a hearing and speech

impaired respondent.

“Employer still have doubt in hiring me although with my academic

qualification”,expressed by blind respondent.

“The work given to me does not suit my level of education, sometimes the work

given is not aappropriate with the salary given. I also get the cold shoulders from my

co-workers”, stated by a physical disabled respondent.

“It was still hard to obtain employment unless we have have links or connection

from close families or friends as well as OKU organization”, stated by a hearing and

speech impaired respondent.

“Even non-disabled people are struggling in finding a secure employment. If

you mentioned about your disability, they will reject you. If you get accepted, it is not

guaranteed that you will not receive any discrimination”, said by a physically disable

respondent.

However, for the rest they are very satisfied and happy with their current

occupation. They are being treated nicely by their employer and co-workers and does

not face any discrimination. Once the PwDs obtain a secure employment and become

comfortable with the workplace, they remain there as long as they can.

60
 Employment Opportunity With Education Qualification

9, 28%

Agree
Disagree

23, 72%

Figure 4.8 Employment of PwDs with Education Qualification.

4.2.2 Duration of Employment

For the period of employment, most of the PwDs tends to stay in the same

occupation as long as they can. According to Figure 4.9, the number of PwDs working

for more than 3 years received the highest percentage with 55% which is equivalent to

23. The PwDs tends to work in the same place for a long time once they get comfortable

in the workplace environment. It is then followed by < 6 months period of employment

with 21% which is equivalent to 9; 2 years period with 19% which is equivalent to 8;

and 1 year period with 5% which is equivalent to 2. This stage is when the PwDs are

still searching for the right place to work which is friendly to their disability which

explained the short period. After they have become comfortable in the place they

worked in, the majority of the PWD’s will continue pursue in their current workplace

with their best commitment for as long as they can as they know it would be hard for

them to find a new job. The PwDs who intend to find a new job are those who want to

61
increase their salary; finding a workplace with understanding employer or co-worker;

or finding a workplace with better accessibility and transportation mobility as their

current workplace does not suit their needs as expressed by some of the respondents:

“I don’t intend to find a new job as I am already comfortable working here. I

also received sufficient support from my co-workers as well as my employer”, said by

the physical disabled; hearing and speech impaired; blind; and learning difficulty

respondents.

“Yes. I wished to find a new job if there is a better job opportunity with better

salary and accessibility, I would gladly to accept the offer”, stated by the physical

disabled; hearing and speech impaired, blind respondents.

Duration of Employment

21%

< 6 month

5% 1 year

55% 2 years
> 3 years

19%

Figure 4.9 Percentage of PwDs Duration of Employment.

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4.2.3 Medium Obtaining Job

As shown in Figure 4.10, the most PwDs who are employed got their job through the

private OKU organization they are associated with. The organizations help to suggest

the workplaces that accept and hiring PwDs as their employees. Depends on their type

and level of disability, the organization would give training or rehabilitation before

sending the PwDs to work independently on their own. Family or friends also played

an important role in recommending the employer to employ their PwDs families or

friends to work in their workplace. Based on the results, the majority got their job from

family or friends with 43% and from any OKU organization with 32%. While the Social

Welfare Department (DSWM), Job advertisement and other medium consists of 2%,

7% and 16% respectively.

Medium to get Employment

16%

2% 32%
Any OKU Organization

7% Family or Friends
Job Advertisement
Social Welfare Department
Others

43%

Figure 4.10 Percentage of Medium where PwDs Get Their Employment.

63
4.2.4 Salary Before Deduction

The salary before deduction depends on the type of occupation the PwDs are involved

while the type of occupation depends on the PwDs level of education. Due to most of

the PwDs received education in secondary school according to Figure 4.11, the

occupation they are employed gives low salary. From the results collected illustrated in

Figure 4.10, majority of the PwDs received low salary with 32% received RM 1500 –

RM 2000 before reduction. This salary is not enough to support their daily lives

especially to those with severe and profound disability as they have to spend a lot in

their medical expense and equipments. The salary is followed by RM 1000 – RM 1500

with 27%; RM 570 – RM 750 with 21%; RM 750 – RM 1000 with 11% while the salary

with the least percentage is the salary of >RM 2000 before reduction with 9%.

Salary Before Deduction

9%
21%

RM 570 – RM 750
RM 750 – RM 1000

32% RM 1000 – RM 1500

11%
RM 1500 – RM 2000
>RM 2000

27%

Figure 4.11 Percentage of Salary Before Deduction.

64
4.2.5 Transportation

The role of transportation is essential for the full participation of PwDs in social

activities especially in obtaining employment, goods and services, healthcare,

education, and social interaction (Graydon, 2017).

Transportation

18%

2% 37% Public Transportation

Car
Motorcycle
Taxi
Others
27%

16%

Figure 4.12 Percentage of PwDs Transportation to Work.

As depicted in Figure 4.12, the PwDs will choose a workplace that has access to

public transportation with percentage of 37% as the cost is much more cheaper and

safer. Stated by Soltani et al., and quoted by Kamarudin et al., the inefficient design of

the public transportation leads to inaccessible and limited space for the PwDs’ mobility,

thus upgrades has been made to the Malaysian Railways (KTMB) and Light Rail Transit

(LRT) train to facilitate Universal Design to the facilities (Kamarudin et al., 2014).

Despite that, the public transportation is still at its infancy stage as the upgrade is being

conducted in a piecemeal manner (Hazreena and Naziaty, 2018). This is followed by

transportation to workplace by motorcycle gives a percentage of 27% as this type of

mobility is suitable for PwDs without Physical Disability; Severe or Profound Learning

Difficulty; and Blind and Visual Impaired Disability. This kind of transportation is

65
cheap and it can avoid traffic congestion thus saving more of their time to go to their

workplace. Next, 18% goes to other medium of transportation such as walking; riding

‘GRAB’ car; being sent by their family, friends or spouse; and private van or

transportation that has been provided by the workplace. Transportation with individual

car is only 16% as car is conveniently used by the PwDs with high salary, without Blind

and Visual Impaired disability; and Severe or Profound Learning Difficulty. Some of

the PwDs with Physical Disability have modified their car to make it friendly to their

type of disability such as changing the driver’s seat so that it will fit the wheelchair for

the physical disabled users. Lastly, going to work by using Taxi received the lowest

percentage with 2%. This is due to the cost which charged 2x of the average cost for

giving a lift and tying the wheelchair for the PwDs with Physical Disability; and attitude

of the taxi driver of reluctance to give assistance to the PwDs as they will require more

help.

4.3 LEVEL OF SATISFACTION ON EXISTING FACILITIES

For the level of satisfaction on the existing facilities in the PwDs current

workplace or previous for the PwDs who have worked before, this was measured using

the Likert scale of 1 to 5 which the number 1 comprise of very poor; number 2 with

poor; number 3 with good; number 4 with very good; to number 5 with excellent

respectively as shown in appendix 1 part II of the survey questionnaire. All of the

facilities are also to identify whether it complies with MS 1184. Based on the results

shown in Table 4.6, the facilities received an average scale of 3 = good which means

the facilities are not very poor or satisfactory and need more improvements. There were

only a little from the PwDs who rate the facilities in their workplace as very poor.

However, the results does not mean the facilities complied with MS 1184 as there are

some of the PwDs are not aware of this guidelines and it should be inspected by a

66
professional access auditor. Furthermore, the Blind and Visual Impaired people could

not give accurate results as their visual perception is limited.

Table 4.6 Table Likert Scale for Level of Satisfaction on Existing Facilities
Level of Satisfaction on Existing Facilities

Overall Pathway/ Circulation of Workplace

Stairway

Lift

Pantry

Musolla

Workspace

Toilet

Lighting

Navigation Aid

Lobby

Main Entrance

Transportation Convenience

Drop Off Zone

Universal Pedestrian Walkway

OKU Parking

0 2 4 6 8 10 12 14 16

5 4 3 2 1

Similar to the Perception of PwDs for Level of Satisfaction on Existing

Facilities, the Perception on PwDs Employment is measured using the Likert scale of 1

to 5 which the number 1 comprise of very unsatisfied; number 2 with unsatisfied;

67
number 3 with average; number 4 with satisfied; to number 5 with very satisfied

respectively as shown in appendix 1 part III of the survey. This section is important to

indirectly view the perception and awareness of employer towards the PwD’s well-

being.

Table 4.7 Table Likert Scale for Level of Perception on PwDs Employm
Perception of PwDs on Employment

Training or additional skills you get at work

Motivation to go to work

How you are treated by other people

How you get along with people

Support you get from other workers

Support you get from supervisor

Equipment given at work

Time taken doing task

Amount of work given

The building and the room you work in

Ability Finding a job with education qualification

Ability finding a job

0 2 4 6 8 10 12 14 16 18 20

5 4 3 2 1

68
 Based on the results illustrated in Table 4.7, the PwDs are not unsatisfied nor

satisfied with the environment of their workplace as the scale was average =3. Also,

neither of the PwDs give their rating as very unsatisfied (=1) with the environment at

their workplace and little are unsatisfied (=2). This must be due to the workplace is

associated with any welfare or OKU organization; recommended by their families or

peers so they receive better working environment. Only in the question of ability finding

a job and ability if finding a job with education qualification is where the scale of 2

(unsatisfied) is higher than the scale of 4 (satisfied) and 5 (very unsatisfied). The scale

of satisfied (=4) and very (=5) satisfied almost have the same amount consequently.

However, the figure in terms of quantity is still low for scale 4 and 5 which means a lot

of employer are still unaware or reluctant to provide adequate facilities and proper

treatment for the well-being of the PwDs.

4.4 PERCEPTION OF PWDS EMPLOYMENT THROUGH TOURISM AND

HOSPITALITY INDUSTRY

In this section, the reason to introduce PwDs in Tourism and Hospitality Industry is

because there are still no study which discuss the advantage and disadvantage of this

industry if PwDs are to be employed. It is also to open new employment opportunities

for the PwDs since this industry is very big and can be explored. Based on the results

according to Figure 4.13, 82% of the respondents agreed and 18% disagreed that the

Tourism and Hospitality Industry is a good field to give employment opportunities for

the PwDs. For those who agreed, is because of many places of this industry are

accessible and the facilities are good. There are also a lot of new technologies and

equipment that helps and ease the mobility of PwDs. There are also respondents

commented that PwDs are hardworking people and they always strive to be independent

69
so they are always looking for a better opportunity to find a platform that empowers the

PwD’s way of life. Nevertheless, there were also PwDs who disagreed. Because of

social stigma, the public always viewed PwDs as uneducated people, without realizing

there are also PwDs who successfully received higher education until postgraduate level

as well as a successful bussiness. These group of PWDs stated that we can’t expect

those with these characteristics would accept a job that is not compatible with their level

of education and doing hospitality services towards other people that would marginalize

their status. Apart from that, the physical disabled as well as the Blind and Visual

Impaired people thought that this industry is still poor in terms of accessibility with their

type of disability. As illustrated in figure 4.13, 64% agreed that the accessibility in the

Tourism and Hospitality Industry is good while 36% disagreed stating that the level of

accessibility are still poor.

Tourism and Hospitality Industry is Good for

PwDs Employment

8, 18%

Yes
No

36, 82%

Figure 4.13 Perception on Tourism and Hospitality Industry.

70
 In terms of transportation, a lot of areas for the Tourism and Hospitality Industry

are not accessible by public transportation and they don’t want to face traffic congestion

as well as traffic accidents. The pedestrian walkway for PwDs are also poor in terms of

universal design but there are some improvements in some area which have a density

of people and work opportunities. These improvements are hard to achieve as it goes

without saying, our country depends a lot in political power. If the areas are deemed not

under a certain party or not profitable, then there is a high possibility that the areas

would not be developed.

Accessibility of Tourism and Hospitality

Industry

16, 36%

Good
Poor

28, 64%

Figure 4.14 Perception on Level of accessibility of Tourism and Hospitality Industry.

The field of tourism and hospitality industry consists of Entertainment and

Recreation Services; Accommodation and Lodging Services; Travel and Logistics

Services; Food and Beverages Services; Convention and Event Management Services;

Technical and Utility Services is shown in Table 4.8.

71
 Table 4.8 Table of Perception on Field in Tourism and Hospitality Industry.

Field of Tourism and Hospitality Industry

25

20

15

10

0
Entertainment & Accommodation Travel & Logistics Food & Beverages Convention & Technical &
Recreation & Lodging Event Utility Services
Management

Field of Tourism and Hospitality Industry

Based on the results in Table 4.8, the field in Food and Beverages received the

highest interest followed by Entertainment and Recreation as well as Accommodation

and Lodging Services; followed by Travel and Logistics together with Convention and

Event Management Services; and lastly Technical and Utility Services.

For the group with Physical Disability, they are interested in the field of

Entertainment and Recreation; and Accommodation and Lodging as it does not require

a lot of movement and space such as playing music; doing arts and crafts; and front desk

customer service.

As for the Speech and Hearing Disabled people, a lot of them are interested in

Food & Beverages as it is easy to communicate with sign language. There are also some

of them who chose Travel and Logistics Services as well as Technical and Utility

Services as it does not require a lot of communication with the public.

72
 Besides that, the Blind and Visual Impaired group are in favour of Entertainment

and Recreation Services; Accommodation and Lodging Services; and Food and

Beverages Services as they prefer to work indoors such as playing music; doing arts and

crafts; cooking; telephone operator; and front desk customer service. While the people

with Learning Difficulties have a very high interest in Food and Beverages Services as

they are ambitious to open their food business in the future; followed by Entertainment

and Recreation Service such as singing and doing arts and crafts; Accommodation and

Lodging Services such as doing laundry and customer services; and Travel and

Logistics Services such as sending food delivery and large goods or equipment.

4.5 CASE STUDY

For the purpose of this research, case study is used to refer an existing facilities or

programme to solve the PwD’s employment issue and empower their life becoming

independent and self-reliance. Luckily, the researcher managed to find from snowball

sampling method and conduct a quick and overall observation to a Welfare Home called

Cheshire Home, Selangor also called as Rumah Amal Cheshire Selangor (RACS). The

second case study was Tun Abdul Razak SOCSO Rehabilitation Centre (TSRC),

Malacca, discovered after it was exhibited at the Kuala Lumpur City Centre (KLCC)

gallery in conjunction with the Kuala Lumpur Architecture Festival. Tun Abdul Razak

SOCSO Rehabilitation Centre is also recommended by one of the respondents with

positive feedback to study

4.5.1 Cheshire Home Selangor

Apart from giving care towards PwDs, this centre focused on the PwDs economic

empowerment as well as providing practical training before sending them to potential

employers in Hospitality Industry they are associated with. Cheshire Selangor was

73
established in 1963 where it initially aimed to accommodate 50 residents of all races

and religious background who are permanently disabled with Poliomyelitis,

Rheumatoid Arthritis, Muscular Dystrophy, Cerebral Palsy and Ontogenesis Imperfect

which they lived without any means of income or resources. Now it has has a lot of

programme which empower PwDs as well as single mothers (Cheshire Home, 2019).

The programmes consists of residential care; physiotheraphy; occupational theraphy;

counseling; and Economic Empowerment Programme as shown in Figure 4.15.

Figure 4.15 Examples of Current Programmes at Cheshire Home, Selangor.

Source: (Cheshire Home, Selangor, 2019).

74
4.5.1.1 Green and Healthcare Design Oriented

During the visit, it was observed that the centre focused in implementing green design;

giving attention to the healthcare lifestyle aspects of the residents and commercial

programmes to empower the PwDs residents. Although located adjacent to busy and

crowded wet markets such as Pasar Tani Borong Selayang, the environment changed

with a calm and healing environment decorated with trees upon entering the site as

shown in Figure 4.16.

Figure 4.16 Entrance of Cheshire Amal Home, Selangor.

The entrance is also celebrated with a central courtyard as shown in Figure 4.17

adjacent to the parking which all of the building programmes was built surrounding the

central courtyard that functioned as a place for relaxation and leisure depicted as in

Figure 4.18. The central courtyard was provided with ramps and railings to aid the PwDs

residents when they visit the courtyard.

75
Figure 4.17 Location of Cheshire Home, Selangor near to a famous wet market known
as Pasar Borong Tani Market.

Figure 4.18 Central Courtyard connecting all the building programme and function as
a place for relaxation and leisure.

76
 Figure 4.19 Master Plan of Cheshire Home, Selangor

At Figure 4.19, the building programme can divided into 5 zoning which

consists of admin office; retail; communal area; elderly’s dorm and Economic

77
Empowerment Programme (EEP) for the Learning Difficulty group of disability. The

admin office and retail zoning are located facing the entrance and visitor’s parking lot.

At the retail zone, art classes, ceramic pottery, sewing and crafts artwork are done. The

products that have been produced will then be sold, thus teaching the PwDs to attain

entrepreneur skills and managing their financial income (See Figure 4.20 and Figure

4.21). The thrift shop was also located at the retail zone and it is where used clothes are

sold at very low price (See Figure 4.22).

Figure 4.20 Ceramic bowls resident ready to be sold made by the PwDs resident.

78
 Figure 4.21 Class and workspace where the PwDs produce their art.

Figure 4.22 Thrift Shop where used clothes are sold at very low price.

The elderly’s dorm contains health facilities mainly clinic as shown in Figure

4.23; pool for hydrotheraphy (See Figure 4.24); physiotheraphy and psyotheraphy. The

elderly’s dorm is located at the north of retail area and facing the courtyard where the

79
courtyard also functions as a healing environment which is also known to be part of

salutogenic design.

Figure 4.23 Clinic at the elderly's dorm

Figure 4.24 Pool in front of the clinic for hydrotheraphy.

80
 The communal hall (See Figure 4.25), consists of 2-storey, located at the north

of the central courtyard. It is where the residents gather to have their meals; attend big

events; celebrate holidays; and sing karaoke to enjoy themselves. On the second floor

are the living quarters for the PwDs students participating in the EEP Programme.

Figure 4.25 Cheshire Home Communal Hall Main Entrance.

4.5.1.2 Economic Empowerment Programme

A popular and prominent programme which have been come out recently in 2007 is the

Economic Empowerment Programme (EEP) which focused on shaping youths aged

from 18 – 26 years old with Learning Difficulties into independent individuals and

become contributors to the country’s economic. Instead of dropping out of school

without any goals in life, this programme prepare them socially, physically and

emotionally for work by 3 months in Selangor Cheshire Home, and another 3 months

for job practical training at the workplace. So for 6 months, they will be assessed by

qualified practitioner before the real enrollment. The candidate for the programme

81
should provide their medical information about their disability upon entering the

programme. The programme works by providing and focusing training on employable

skills; nurturing independent skills by living in the Cheshire dormitory away from

families; constantly forming partnership with potential employers to increase trainees’

employability; and constant support even after graduating and working through ‘Young

Voices’ activities. One of the training offered is social skill; reproductive health

education; time management; money management; bakery class; Information

Communication Technology (ICT); Laundry and Housekeeping; and Handicraft Class

(Cheshire Home, Selangor, 2019). All of the training will be done at the Training and

Resource Centre Building for EEP programme as shown in Figure 4.26. After

graduating, the studentes will received a certificate and the job coach will assists the

trainees in securing jobs to potential employers. One of the employers they are

associated with are The Manhattan Fish Market; KFC; The Chicken Rice Shop; The

Saujana Hotel, Kuala Lumpur; Shangri-La Hotel, Kuala Lumpur; and Hotel Grand

Dorsett, Subang.

Currently, Selangor Cheshire Home have successfully managed to produce 200

graduates and more than 100 of them are employed. One of the respondents that the

researcher managed to contact have worked for more than 3 years in Le Meridian Hotel,

Kuala Lumpur and his salary is over RM 2000 which is higher than the salary of a

normal graduate although he only has a secondary level educational qualification. Other

respondents that the researcher conducted the survey was the practical students from the

EEP programme. The students lived in Cheshire Home to trained them to be

independent away from their family members. Apart from that, the respondents gave

good reviews on the programme as the programme gave a clear perspective of the labour

market. During the practical training at the workplace, they enjoyed the treatment and

82
work that has given to them. However, the facilities for the PwDs employees are still

poor as it focused more of universal design to the public facilities instead of their

employees such as cramped space, no ramps at the employees working area, no disabled

toilets and much more. Nevertheless, these shortcomings can be improved a lot so that

it can open more employment opportunities for the PwDs.

Figure 4.26 Cheshire Home Training and Resource Centre Building where EEP
students have classes.

4.5.2 SOCSO Tun Razak Rehabilitation Centre, MALACCA

Tun Razak SOCSO Rehabilitation Centre (TRSRC), Malacca is an International

Rehabilitation Centre owned by the Government Medical Facility under the Social

Security Organisation (SOCSO) or also known in the Malay language as ‘Pertubuhan

Keselamatan Sosial’ (PERKESO) to show the government’s commitment in ensuring

the well-being of Malaysian workers, that has been injured or acquire physical, mental

disabilities, visual impaired and hearing impaired to return to workforce after

undergoing the medical and vocational programme ‘Return to Work’ so that they can

83
support their families and contribute to the society (TRSRC, 2019). The Rehabilitation

Centre was named after the fifth’s Prime Minister father as the centre began

construction in 2014 on a 22ha site (The Sundaily, 2017). It was reported in Malaysia

Gazette 2017, the centre has received 15, 652 patients from SOCSO scheme, 968 of

them have successfully return to the workforce after undergoing rehabilitation (TRSRC,

2017).

Figure 4.27 Front entrance of the Administration block at SOCSO Rehabilitation

Centre.
Source: (Annuar Aziz Architect, 2019)

4.5.2.1 Design and Concept

The complex was designed based on the ‘healing hand concept’ (See Figure 4.28) where

non-theraphy facilities makes up the palm while the five fingers made up of all the

therapy blocks.

84
 To linked all of the activities and connect the primary spine of the rehabilitation

centre, the ‘Sanctuary Garden’ as illustrated in Figure 4.29, was introduced as the heart

of all the complex activities. The ‘Sanctuary Garden’ serves as an indoor garden where

it becomes the patient’s resting place during daytime as well as indoor games during

celebrations or events.

As for the design theme, the ‘Sanctuary Garden’ was expressed in a signature

roof derived from the local Malacca Nyonya fan as shown in Figure 4.30 and also the

colourful signature wall which was inspired by the Mallaca’s traditional tiles as shown

in Figure 4.31.

Figure 4.28 SOCSO Rehabilitation Centre ‘Healing Hand’ Concept and Design
Source: (Annuar Aziz Architect, 2019)

85
Figure 4.29 SOCSO Rehabilitation Centre 'Sanctuary Garden' which was expressed by
the signature roof and signature wall.
Source: (Annuar Aziz Architect, 2019)

Figure 4.30 Tun Razak SOCSO Rehabilitation Centre's signature roof adopted from
Malacca Nyonya fan.
Source: (Annuar Aziz Architect, 2019)

86
 Figure 4.31 Tun Razak SOCSO Rehabilitation Centre's signature wall inspired by
Malacca’s traditional tiles.
Source: (Annuar Aziz Architect, 2019)

4.5.2.2 Sustainable and Salutogenic Design

Other than architectural planning and design, the centre also adopt sustainable and

salutogenic design to improve the quality of life of the patients as well as being friendly

to the environment.

One of the sustainable design implemented are as below:

• The use of mirrored windows that can reduce heat absorption-The mounted

mirror can absorp 40% of heat and the remaining 60% of heat will be

released.

• Rainwater harvesting system – Water is collected at the roof and channeled

to the underground rainwater harvesting tank to be stored and filtered and

then to be reused as grey water to water plants and flushing toilets.

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 • Permeable parking – the outdoor parking permeable tiles allowed water to

be dissolve in the ground becoming a perimeter swale for stormwater

management.

• Solar panels – The solar panels on the roof absorb heat energy from the sun

and convert into electrical energy to be used as the main road’s lighting

pole.

• Centralised Air Conditioning System – The centralized A/C system adopts

R134A emits free chlorofluo rocarbon (CFC) gas to the environment.

• T5 type LED lighting – By using the T5 LED lighting, the Tun Razak SRC

can save up to 30% of electricity compared to using ordinary lights.

• Recreation pond and dry pond – The pond functions to filter the water as

well as collecting storm water during heavy rainstorm before slowly

releasing the water to the nearby river.

Apart from that TRSRC adopts the salutogenic design (See Figure 4.32 and

Figure 4.33) aims to heal the patient through the lush and expansive green landscape

that emphasizes on ‘spirituality’ and ‘connection to nature’ as an integral element of the

healing process. The approach for salutogenic design was breaking the barrier between

the building envelope and the nature. Trees were planted at the indoor courtyard as well

at the recreational park. The PwDs as a resident as well as a patient can have a leisure

and relaxing time sitting outside or conduction relaxing outdoor activities such as

gardening. This approach at the same time heals the patient spiritually which makes

them more healthy.

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Figure 4.32 Tun Razak SOCSO Rehabilitation Centre's Recreational Park as part of
Salutogenic Design.
Source: (Annuar Aziz Architect, 2019)

Figure 4.33 Covered walkway of Tun Razak SOC Rehabilitation Centre decorated
with lush green crawlers.
Source: (Annuar Aziz Architect, 2019)

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4.5.2.3 Master Plan

Figure 4.34 Master Plan of Tun Razak SOCSO Rehabilitation Centre.

Source: (Annuar Aziz Architect, 2019)

From Figure 4.34 as shown above, it is observed that the Tun Razak SOCSO

Rehabilitation Centre (TRSRC), Malacca is comprised of administration block, allied

health block, recreational park, medical rehabilitation block, hostel and dining block,

vocational rehabilitation block, parking are, surau recreation pond and dry pond as well

as the guard post and the sewer treatment plant (stp).

The administration is located at the front of the entrance after the guard post.

The administration block is where all the management staff is stationed. Adjacent to the

administration block, the allied health block functions as the station for all the doctors,

nurses as well as the medical resources is allocated. Moving further is where all of the

major facilities are allocated for the patients. The spatial organization of the blocks are

comprise of linear radial spatial organization with the surau being at the center while

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the other blocks are arranged surrounding it. The hostel and dining block are located

between the medical rehabilitation block and vocational rehabilitation block to ease the

movement of the PwDs patient. The hostel consists of 2 blocks that can accommodate

150 patients. In between all of the management blocks and patient’s blocks, the

recreation park and recreation pond serves as the outdoor activity area such as

gardening, sightseeing as well as aesthetic value to the eyes of the users of TRSRC. The

dry pond located adjacent to the hostel and dining block functioned as a cooling agent

from the hot east sunlight as well as aesthetic value for the patient.

4.5.2.4 Treatment and Rehabilitation

Tun Abdul Razak SOCSO Rehabilitation Centre provide medical Rehabilitation

programs such involving Physiotheraphy, Occupational Therapy, HydroTherapy,

Speech Therapy, Audiology, Optometry and Vocational Rehabilitation Training with

the aim of reestablishing patients to return to the workforce. Usually the recovery period

took about 6 months or more depending on the injuries or level of disability while the

method depends on the medical assessment of the current disability of the patients and

the patient’s ability before acquiring the disability.

For Physiotheraphy, the modules comprise of biopsychosocial models which

focused on the physical function factors, level of mobilization, physiological,

psychological and the environment of the workspace when the patient return to work.

The therapist will plan for a realistic treatment, establishing expected recovery as well

as the patient’s original occupation needs including the period of time, physical, mental,

ergonomic, risk and job modification appropriate for the environment. One of the

methods used in physiotheraphy are

• Manipulation – High velocity technique to restore normal movement.

• Mobilization – Movement to reduce spasm and relieve pain.

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 • Manual technique – Exercise and stretching programs to promote

movement and strengthen weak muscles (See Figure 4.34 and Figure 4.44)

• Magnetic therapy – Using Ultrasound and Electrotheraphy to relieve pain

and accelerate wound healing process.

• Counseling – Giving peer advice to patients regaining confidence after

being a Person with Disabilities.

Figure 4.35 Physiotheraphy module by tretching module the physical disabled patient.
Source: (SOCSO, 2019)

Figure 4.36 Gym for the disabled patients to exercise.

Source: (Annuar Aziz Architect, 2019)

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 As for Occupational Therapy, the therapist will assess the patient’s ability to

perform daily activities and measure the environmental factors that affects the patient’s

work performance while developing the patient to be more independent, productive and

lead a better quality of life. The occupational therapist will also help to introduce

treatments with comprehensive assessment such as evaluating members’ strength

through multiple movement as evaluating individual capabilities in carrying out

assignments; advise work modification on safety aspects; identify work assignments

tailored according to the needs of the disabled workers; implement and supervise the

process of integrating work; keep track of the employee progress on a regular basis and

reassessment to ensure optimum working quality.

Optometry unit is a visual rehabilitation clinic for the SOCSO workers that

injured their eyes or have visual impairment because of an accident at the workplace

which aims to heal the eyes’ health to its optimum condition so that the patient can

return to work as their normal days. The eyes health and recovery will be supervised by

the optometrist officers, occupational therapist and vocational therapist.

Lastly, the Vocational Rehabilitation therapy (See Figurewhich plays an

important role for the disabled patients to be independent and get back to work by

providing skill training which is appropriate for the patient who are still under treatment

after suffering injuries or disabilities because of an accident at the workplace. One of

the skills offered in vocational rehabilitation are:

• Soft skill training, motivation and language training

• Electronic skill training

• Design skills training

• Sewing skills training

• Hospitality skills training

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 Figure 4.37 Front Entrance of Vocational Rehabilitation block.
Source: (Annuar Aziz Architect, 2019)

Figure 4.38 Sewing workshop for the disabled patient to learn sewing during the
treatment.
Source: (SOCSO, 2019)

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4.6 CONCLUSION

This chapter explained the reflections of persons of disabilities on their ability to work

and their experience in working in different type of occupation. Some of them have

good experience and some of them faced challenges such as physical built environment

challenges, or social challenges with their employers or co-workers. Being accepted in

employment means a lot to them demonstrating that they have the ability to contribute

to the country’s economy; to live independently away from family members; proving

the false accusation of the social stigma stating that the PwDs are poor, uneducated, not

able to do any work and much more.

Apart from believing in their abilities, they are aware of their weaknesses of not

having certain qualification as a normal employee does. Therefore, they accepted

whatever job that was suggested by their friends or family members or organizations

and tried their best to be a good employee to portray their gratefulness.

Lastly, with the right practical training and guidance as well as public

accessibility, the PwDs might excel in their occupation or having a better quality of life

as have been proven by the graduates from the Selangor Cheshire Home EEP programe

as well as the patients from the Tun Razak SOCSO Rehabilitation Centre.

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 CHAPTER 5

CONCLUSION AND RECOMMENDATIONS

5.0 INTRODUCTION

This chapter will discuss on the overall conclusion which the findings and analysis

confirmed and agreed with the aim and objectives that has been aforementioned in

chapter 1. Recommendations will also be highlighted in this chapter that can be

implemented in the Tourism and Hospitality Industry as well as other workplaces.

Lastly, this chapter hopes to give ample understanding on the issues and findings

analyzed that will lead for a better future research by other researchers on the subject

matter.

5.1 CONCLUSION

5.1.1 Accessibility of Workplace and PwDs Perception on employment

Based on the findings in chapter 4, it can be concluded that the level of accessibility of

workplace in Malaysia have improved a lot since the Disability 2008 have been

enforced. However, there are still lack of awareness; and implementation by developers

and employers. This is an important issue as by the year 2040, 14% of Malaysia’s

population would be at the age of over 60 years old and above (Aizan, 2015) The

implementation of the Malaysian standards enforced is undoubtly crucial for the

accessibility of People with Disability (PwDs) to their worksplace. From the findings

the mean scale for level of accessibility of existing facilities is with an average of

3=good. However, these results are from the workplace that is associated with PwDs

welfare centres or suggested by friends or families which they try to improve the

facilities according to the type of disability of their employees. Thus, there are still lots

96
of areas in private including government sector which are still poorly accessible. One

of the respondent who is a lawyer stated that in Shah Alam court, where lawyers have

to submit their case, it has a lot of steps and there are no lifts to go to the submission

office so the non-PwDs lawyer have to carried him at the stairs to submit the case. This

shows even in popular workplaces and even the government sector, there are still lack

of restoration projects to ease the mobility and accessibility of PwDs.

Apart from that, in Malaysia, the development of an area depends on the the

political power of a certain party and also the profit that they will gain after the

completion of the project. In terms of transportation, public transportation have

improved in universal design and compliance with MS 1184 with the development of

Mass Rapid Transit (MRT) stations. Despite that, for Malaysian Railways (KTMB) and

Light Rail Transit (LRT) are still at their infancy stage as well as the public busses and

bus station’s facilities.

For the perception of PwDs on employment or working environment, the

mindset of employers are still low in accepting PwDs. During an interview, one of the

respondents, commented that a lot the PwDs are occupying important position in

government sectors, however, certain government sectors have highlighted that they

refused to employ PwDs in the job application form. Apart from that, majority of the

PwDs only reached secondary level of education qualification thus leading to low salary

occupation which is not enough to support their lives. Even after receiving higher

education qualifications, the situation is still the same as the employers don’t want to

be responsible for the well-being of the PwDs. From the results, the issue of

discrimination with co-workers is less mentioned by the PwDs as the co-workers give

support towards their disabled peers. Overall, the amount of work and motivation to go

to work is good with little are still unsatisfied.

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 Since awareness is an important factor, the government role as well as the local

authority is crucial to change the mindset of the society. It was found out that the strong

beliefs of stereotypes are the reason for the public’s negative perceptions or attitude

towards the PwDs are because of their lack of understanding on the ability or skills of

the disabilities. The subject of universal design and how to care for the poor and PwDs

should be thought in schools to expose the public on the importance of this subject as

well as breaking the barrier of the isolated relationship between the PwDs and our

community. Other than that, the Malaysian policies and standards have not been

implemented properly and completely in the built environment. Campaigns, seminars

and also tax incentives should be given towards employers, event managers and

developers to encourage them to increase the facilities for the PwDs as well as educate

the public to care for the PwDs and improve their understanding on the ways to handle

and care for the well-being of PwDs. If the developers or employers refused to

implement the standards, ‘penalty’ should be given to show that accessibility is a crucial

issue and requirement that needed to be applied completely in the built environment

which is the same with other penalties.

To conclude, the role of government is very important to encourage the attitude

of employers and developers as well as the public whenever it involves the issue of

PwDs employment. Practical training is very useful and important in obtaining qualified

certification for the PwD’s abilities and credibility in working and also increase their

confidence as well as the employer’s trust in accepting the PwDs as his or her

employees. Apart from the government’s and employer’s or developer’s role, everyone

is responsible to care for those who are much more unfortunate as it is also our

responsibility as a vicegerent in this life thus resulting in a more caring and inclusive

society.

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5.1.2 Perception and Reccomendations on Tourism and Hospitality Industry

Majority of the PwDs agreed that the Tourism and Hospitality Industry have a potential

in providing employment for the PwDs. With some sufficient improvements and

compliance to the MS 1184, Tourism and Hospitality Industry could resolved the issues

and challenges faced by PwDs in employment. Selangor Cheshire Home and Tun Razak

SOCSO Rehabilittion Centre, Malacca are good examples of empowering PwDs with

the programmes and facilities provided. After PwDs have undergone the training, the

PwDs will received a certificate that approved their credibility to work. School

education for universal design and behavior towards PwDs; as well as tax incentive may

be one of the good ideas to encourage the public and also developers; employers and

managers become aware of the PwDs instead of just making policy or guidelines.

Apart from following the requirements as stipulated in the Malaysian standard

(MS:1184, 1183, 1331), our country should invest a lot on the new technologies of that

is on the market regarding the PWDs as by 2040, 15% of our country’s population

would be at the age of 65 years old (Aizan, 2015). There are lots of new technologies

that are developed to ease the mobility of the PwDs. For the Physical Disabled, in this

industry they are interested in Entertainment and Recreation; and Accommodation and

Lodging as it does not require a lot of movement and space such as playing music; doing

arts and crafts; and front desk customer service. Convention and Event management are

also one of their favourites as they like to become host of programmes which they can

spread awareness and showcase their skills and strong abilities towards the public. Apart

from adjustable furniture, adjustable wheelchair as shown in Figure 5.1, can help the

PwDs to reach certain height using motorized lift in the wheelchair. Other than adjusting

the height, it can also adjust the width and depth of seat; backrest height and inclination;

armrest height; as well as easily assembled and disassembled. In transportation,

99
hydraulic wheelchair lift is very useful for van and minibus of the workplace. It could

also be rented to the public to generate income for the workplace.

Figure 5.1 Adjustable Wheelchair.

(Source: http://www.medicalexpo.com, 2019).

For the Blind and Visual Impaired people, they are interested in Entertainment

and Recreation Services; Accommodation and Lodging Services; Food and Beverages

Services as well as Convention and Event Management. They prefer to work indoors

such as playing music; doing arts and crafts; cooking; telephone operator; and front desk

customer service. Despite that, they also like to work outdoors as long as the built

environment is accessible or they have their personal assistants to aid them for their

wayfinding. This can be shown as one of the respondents are a freelance worker which

he gave speeches and teaches children even in the rural areas. Apart from tactiles,

Braille gadgets or products and voiced navigator are also very crucial as the Blind relies

a lot on their sense of touch, hearing and smell. Many of the Blind respondents could

100
not differentiate places or products when they go out shopping. The products should

have Braille symbols or wording to ease the Blind people. As for places, sound machine

and planting vegetation that have distinct smell can also help to differentiate a certain

space. The Blind should also provided with voluntary personal assistance to travel and

handling their money. As for the visual impaired, smart gadgets to zoom objects for

reading and the use of colour contrast played an important role to distinguish objects

instantly. The surface of doors, skirting, general obstacles and furnitures should be

contrast visually with the surrounding surfaces. The doors with rooms of different

purposes should be painted with contrast colour with the wall and rooms that are not

important such as rooms for maintenance painted same with the wall so that the visually

impaired people would easily differentiate the different spaces. Colouring the skirting

with contrast colour helps the visually impaired people to perceive the height and size

of the space. General obstacles are also crucial for the surface are contrast with the

surrounding especially for harmful objects, others are like the nosing and railings of

stairs. Lastly is good lighting levels in hazardous areas such as stairs; changes in levels;

along a route; around doors; and at communication or information systems (MS1184,

2014: 116, 117) as depicted in Table 5.1.

Table 5.1 Table Minimum Light Level in Different Area

Different areas E Minimum (lux)

Horizontal surfaces indoors 100
Stairs, ramps, escalators, moving walks 150 – 200
Habitable space 300 – 500
Visual task with small details or low contrast 1000
(Source: MS1184, 2014: 116, 117).

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 Moving on to the Hearing and Speech Disability, they are in favour of the field

which can be easy for them to communicate with sign language and does not require

them to communicate with the public a lot such as Food and Beverages; Logistics

Services as well as Technical and Utility Services. Recommendations to improve

Hearing and Speech Disability’s accessibility are not much. One of them are more

transparent glass wall along the corridor for communication, and visual alarm system

in case of emergency.

Lastly, the learning difficulty group of people are very interested in Food and

Beverages Services as they are ambitious to open their food business in the future;

followed by Entertainment and Recreation Service such as singing and doing arts and

crafts; Accommodation and Lodging Services such as doing laundry and customer

services; and Travel and Logistics Services such as sending food delivery and large

goods or equipment. Similar to Hearing and Speech Disability, the recommendation to

improve facilities for them are also not much but they might need more in terms of

training and practicality.

Therefore, is proven that the Tourism and Hospitality Industry can create more

employment opportunities for the PwDs but it needs more improvement in its facilities

as the compliance of the MS 1184 are only limited to the public space zoning rather

than the employees workspace. Improvements for the Physical Disabled; as well as

Blind and Visual Impaired people should be given much more attention as their mobility

a higher level of accessibility compared to the Speech and Hearing Disabled; and

Learning Difficulty people.

5.2 RECOMMENDATIONS FOR FUTURE RESEARCH

To conclude this research, the researcher will give suggestion on possible and potential

topics for future research. The future research may want to explore in depth on the field

102
of the Tourism and Hospitality Industry according to certain type of disabilities. It may

include what are the space, provision or training required for certain type of disability

since different disability might require different approach in handling them. Other future

research would be how to create more awareness to the public and increase the PwDs

participation in social activities as one of the main factor for the negative attitudes

towards PwDs is lack of understanding towards the PwDs. Lastly, conducting access

audit to determine the level of accessibility of public buildings in Tourism and

Hospitality Industry as well as in the government sector and executing more restoration

projects to improve the level of accessibility of the facilities in buildings.

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APPENDIX 1: QUESTIONNAIRE

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APPENDIX 2: INTERVIEW QUESTIONS

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 GLOSSARY

Allied Health Profession that prevent, diagnose and treat a range of conditions and
illnesses and often work within a multidisciplinary health team to provide the
best patient outcomes.

Advertisement A notice or announcement in a public medium promoting a

product, service, or event or publicizing a job vacancy.

Awareness Concern about and well-informed interest in a particular situation or

development.

Dry pond Area designed to hold water for a short period of time before allowing
the water to discharge to a nearby stream.

Employment The state of having paid work.

Empowerment The process of becoming stronger and more confident, especially

in controlling one's life and claiming one's rights.

Hydrotheraphy The use of water in the treatment of different conditions, including

arthritis and related rheumatic complaints.

Interview Meeting of people face to face, especially for consultation.

Marital Status Legal marital state that describe a person's relationship with a
significant other.

Mobility The ability to move or be moved freely and easily.

Nyonya A group of Chinese descendants who are unique among the Chinese in the
Straits Settlements , Malaya (now part of Malaysia ), especially in the state of
Malacca.

Optometry The occupation of measuring eyesight, prescribing corrective lenses,

and detecting eye disease.

Perception The way in which something is regarded, understood, or

interpreted.

Person with Disabilities Those who have long-term physical, mental, intellectual
or sensory impairments which in interaction with various barriers may hinder
their full and effective participation in society on an equal basis with others

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Physiotheraphy The treatment of disease, injury, or deformity by physical methods
such as massage, heat treatment, and exercise rather than by drugs or surgery.

Policy A course or principle of action adopted or proposed by an organization or

individual.

Practitioner A person actively engaged in an art, discipline, or profession, especially

medicine.

Psychotheraphy The treatment of mental disorder by psychological rather than

medical means.

Proclamation A public or official announcement dealing with a matter of great

importance.

Qualitative Relating to, measuring, or measured by the quality of something rather

than its quantity.

Quantitative Relating to, measuring, or measured by the quantity of something

rather than its quality.

Questionnaire A set of printed or written questions with a choice of answers,

devised for the purposes of a survey or statistical study.

Rehabilitation The action of restoring someone to health or normal life through

training and therapy after imprisonment, addiction, or illness

Salary Before Reduction It is the amount of money left after all expenses are
subtracted from revenues.

Salutogenic Medical approach focusing on factors that support human health and
well-being, rather than on factors that cause disease (pathogenesis)

Sign language A system of communication using visual gestures and signs, as used
by deaf people.

Sound Machine A machine that produce sound to aid the Blind and the Visual
Impaired people.

Stereotype A widely held but fixed and oversimplified image or idea of a particular
type of person or thing.

Stigma A mark of disgrace associated with a particular circumstance, quality, or

person.

Survey Investigate the opinions or experience of (a group of people) by asking

them questions.

Vocational Rehabilitation Made up of a series of services that are designed to

facilitate the entrance into or return to work by people with disabilities or by
people who have recently acquired an injury or disability

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Wayfinding The process or activity of ascertaining one's position and planning and
following a route.

Wheelchair A chair fitted with wheels for use as a means of transport by a person
who is unable to walk as a result of illness, injury, or disability.

Workforce The people engaged in or available for work, either in a country or area
or in a particular firm or industry.

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 INDEX

Accessibility, iii, xiv, 2, 5, 6, 8, 9, 23, 24, 29, 61, 65, 69, 73, 83, 95, 96, 97, 98, 99, 102,
30, 36, 42, 45, 47, 62, 70, 71, 95, 96, 98, 102, 106
103, 106, 107 Empower, iii, 7, 8, 42, 48, 49, 73, 74, 75
Accessible, 2, 4, 22, 23, 30, 35, 45, 47, 59, 69, Empowering, 9, 30, 99
71, 97, 100, 104, 106, 107 Enforcement, 3, 10
Action Plan, 28, 30 Entertainment, 33
Awareness, 26, 28, 31, 68, 96, 98, 99, 103 Equitable, 20
Experience, 1, 2, 16, 20, 26, 32, 36, 95, 117
Barriers, iii, 1, 2, 3, 4, 13, 39, 44, 46, 116 Explanatory, 39, 41
Braille, 8, 42, 44, 100 Exploratory, 39, 41, 109
Business, 33, 34, 73, 102
Facilities, iii, 2, 6, 7, 9, 13, 14, 20, 24, 25, 26,
Car, 58 30, 42, 45, 46, 47, 49, 65, 66, 69, 73, 79, 83,
Celebrate, 81 84, 90, 96, 97, 98, 99, 102, 103, 104
Cheap, 66 Family, 53, 63, 66, 82, 95
Children, xii, xvi, 2, 46, 51, 54, 108, 110 Fieldwork, 8, 40, 41
Concession, 25 Flexibility, 20
Contemporary, 40, 41
Convergent, xiii, 39, 40 Goods, 65, 73, 102
Counselling, 32 Grab, 66
Courtyard, 75, 79, 81, 88 Graduate, 59, 82
Co-Workers, 4, 28, 59, 60, 62, 95, 97 Guidelines, 8, 30, 36, 66, 99
Crafts, 72, 73, 78, 99, 100, 102
Human Rights, iii, 29
Data, iii, 1, 7, 8, 18, 36, 37, 39, 41, 42, 43, 44,
46, 49, 52, 105 ICF, xvi, 11
Demographic, 46, 49, 50 ILO, xvi, 26, 106
Department Of Social Welfare Malaysia, xii, Impairments, 12
xvi, 13, 14, 15, 16, 17, 18 Inclusive, 9, 30, 98, 106, 107
Department of Social Welfare of Malaysia, 8 International Labour Organization, 3, 26
Descriptive, 41 Interview, iii, viii, 7, 8, 44, 45, 48, 50, 59, 97
Development for Women, Families and Intuitive, 20
Communities, xvi, 13, 14 Issues, iii, viii, 1, 3, 4, 5, 6, 10, 11, 28, 29, 35,
Disability Act, 1, 6, 13, 30, 107 36, 37, 39, 42, 43, 45, 46, 48, 96, 99
Discrimination, 2, 4, 12, 29, 60, 97
DSWM, xvi, 4, 13, 14, 17, 18, 25, 30, 63 Labour Force, 6, 24, 26, 34
Labour Market, 6, 10, 11, 35, 36, 48, 82
Economic, 6, 28, 32, 34, 47, 73, 81 Language, 20, 72, 83, 93, 102
Education, iii, 2, 3, 9, 19, 26, 30, 31, 46, 47, 59,LD, xvi, 13
60, 64, 65, 69, 70, 82, 97, 99 Learning Difficulty, 55, 65, 78, 102
Employment, iii, xiii, 1, 2, 3, 4, 5, 6, 7, 8, 10,
11, 12, 14, 19, 24, 25, 26, 27, 28, 29, 32, 34, Malaysian Standards, xvi, 23, 26, 30
35, 36, 37, 42, 44, 45, 46, 47, 48, 49, 59, 60, Marginalize, 70
MDWFC, xvi, 13, 30

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Medical, 25, 64, 82, 83, 90, 91, 104, 117 Recreation, 31, 33, 90, 91
Mental, 1, 3, 8, 13, 16, 24, 83, 91, 116, 117 Retail, 77, 79
Mixed Method, 36, 39 Retrofitting, 25
Motorcycle, 58
Salary, 4, 26, 46, 47, 59, 60, 62, 64, 66, 82, 97
NCLG. National Council of Local GovernmentSED, xvi, 13
Sign language, 8, 117
Observation, 7, 42, 43 Simple, 20
Opportunities, Iii, 3, 4, 6, 7, 10, 24, 28, 35, 36, Skill, 82, 93
45, 48, 69, 71, 83, 102 Snowball Sampling, iii, 7, 9, 42, 45, 48, 49, 73
Spatial Organization, 7, 90
Perceptible, 20 Spatial Planning, 5, 6, 7, 9, 37
Perception, iii, xii, xiv, 45, 47, 48, 67, 68, 69, Special Education Division, xvi, 13
70, 71, 72, 96, 99, 116 Speech and Hearing Disabled, 72, 102
Person with Disability, 1, 4, 6, 30 Speech and Hearing Impaired, 55
Physiotheraphy, 74, 79, 91 Stereotypes, xiii, 14, 25, 26, 27, 98
Piecemeal, 25, 65 Stigma, 1, 25, 28, 70, 95
Political, 31, 40, 71, 97 Survey, xii, 7, 43, 45, 117
Population, 1, 6, 16, 18, 24, 45, 49, 96, 99, 108
Postgraduate, 59, 70 Taxi, 58, 66
Productive, 3, 30, 34, 93 Technologies, 23, 69, 99
Products, 20, 22, 23, 78, 100 Tolerance, 20
Programme, xiv, 28, 31, 32, 73, 74, 76, 77, 81, Tourism and Hospitality Industry, iii, xii, xiii,
82, 83 xiv, 1, 5, 6, 8, 9, 10, 32, 33, 34, 36, 37, 45,
Promotion, 4 46, 48, 49, 69, 70, 71, 72, 96, 99, 102, 103
Public Bus, 25 Training, 9, 32, 35, 63, 73, 81, 82, 93, 95, 98,
PwDs, i, ii, iii, iv, vii, xii, xiii, xiv, xvi, 1, 2, 3, 99, 102, 103, 117
4, 5, 6, 7, 8, 9, 10, 11, 13, 14, 16, 17, 18, 22, Transportation, 3, 4, 12, 25, 26, 33, 35, 47, 62,
24, 25, 26, 27, 28, 30, 31, 32, 34, 35, 36, 37, 65, 71, 97, 99
42, 44, 45, 46, 47, 48, 49, 52, 53, 54, 55, 56,
57, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, UN, xvi, 1, 28, 29, 106
71, 73, 75, 78, 79, 81, 83, 88, 91, 95, 96, 97, Universal Design, 4, 6, 20, 21, 22, 23, 25, 30,
98, 99, 102, 103, 107 71, 83, 97, 98, 99, 104
Pyramid, 21 Voluntarily, 17

Qualification, 59, 60, 69, 82, 95, 97 WHO, xvi, 11, 12, 16, 18, 28, 32, 109
Qualitative, iii, 36, 39, 105, 117 Workforce, iii, 4, 8, 9, 11, 27, 32, 34, 43, 45, 46,
Quality of life, 2, 5, 7, 11, 30, 34, 35, 87, 93, 95 83, 91
Quantitative, iii, 36, 39, 105, 117 Workplace, iii, 4, 6, 9, 34, 47, 50, 59, 60, 61,
Questionnaire, iii, 7, 8, 44, 45, 48, 50, 66 63, 65, 66, 69, 81, 82, 93, 96, 100, 108

120