The tourism industry contributes significantly to Malaysia’s economic development, with international

tourists contributing significantly to its growth. While technological advancements and improved facilities

have enhanced the sector, effective communication remains a key determinant of tourist satisfaction and

sustainable industry performance. As the global lingua franca, English is essential for front-line tourism

workers such as tour guides, receptionists, and service providers. This paper reviews existing literature to

repeat visits, and overall destination appeal. Conversely, studies suggest that improving English proficiency

among local workers enhances communication, strengthens customer rapport, and contributes positively to

Malaysia’s international reputation. The review highlights that English proficiency is not merely a

communication tool but a fundamental factor influencing service quality, customer satisfaction, and

operational efficiency in tourism. There is a need for further research and training initiatives aimed at

developing a more linguistically competent tourism workforce to ensure Malaysia’s continued growth as a

Malaysia's tourism industry, especially in front-line positions such as receptionists, tour guides, and service

professionals.

This literature review seeks to delve into existing research and unravel the issues and effects of limited

English

proficiency among local tourism workers with international tourists. Studies have shown how our local

tourism workers have voiced their concerns that English is one of the most challenging areas for them due

to limited English proficiency level (Kholidi et al., 2022). When language barriers occur, tourists may feel

frustrated by the miscommunications and misinterpretations, leading to an average and discouraging trip.

The general aim of this paper is to investigate and unravel the issues and effects of limited English

international tourists due to low English proficiency?

RQ3. In what ways do language barriers influence tourists' satisfaction and local tourism development?

This qualitative approach paper utilizes the synthesis of data derived from reputable literature to address the

central focus of the research that are guided by the three research questions.

This literature review will shed light on how the lack of adequate English proficiency among Malaysian

tourism workers potentially leads to miscommunication, creating challenges among tourism workers and

adversely impacts the growth of the tourism industry.

interaction with tourists, as the employees would not be able to communicate properly in their native

language. This often leads to misunderstandings, especially when information about services or itineraries is

unclear. Therefore, they need to develop the necessary communication skills to deliver clear and accurate

information during service interactions (Che Hassan et al., 2021). In addition, Hassan (2017) highlighted

that failure in communicating important information, particularly on safety and services, leads to tourists’

uncertainty and negatively affects their experiences. Furthermore, Syakier and Hanafiah (2021) added that

tourist dissatisfaction stems from both informational gaps and the overall impression of the below par

service.

This more comprehensive view of the role of language implies that the lack of English proficiency goes

beyond misunderstandings, affecting overall tourist satisfaction.

Overall, previous studies revealed that inadequate English proficiency among tourism workers leads to a

emotionally disconnected when their needs are not addressed.

This is further verified by Madon and Singh (2023) in their study where they discussed how pragmatic

failures, such as inappropriate greetings or apologies, can contribute to misunderstandings in intercultural

interactions by making tourists feel emotionally disconnected when their cultural expectations are not met.

While these studies focus on communication issues related to English, Syakier and Hanafiah (2021)

aspects, such as attitude or behavior, can mitigate the communication gap even in the absence of English

unusual pronunciation and speaking style.

Mohammad et al. (2022) supported that students in the Tourism Department reported that their lack of

comprehension of a certain accent led them to misinterpret the customer's actual message. Similarly, Hassan

and Tik (2019) also reported the same pattern of problems that caused communication breakdown between

local workers and tourists due to their accents. An employee working in an international tour company for

some time revealed that the challenges they encounter when dealing with customers include the struggle to

understand slang and accents, as well as difficulty articulating clear pronunciation (Botir, 2024). However,

some employees are more concerned that their unclear pronunciation and different English accents would

make the tourists unable to understand their conversation (Suhaimi and Abdullah's 2017).

considerable amount of time. But some English accents remain challenging to understand due to their

unusual pronunciation and speaking style.

Mohammad et al. (2022) supported that students in the Tourism Department reported that their lack of

comprehension of a certain accent led them to misinterpret the customer's actual message. Similarly, Hassan

and Tik (2019) also reported the same pattern of problems that caused communication breakdown between

local workers and tourists due to their accents. An employee working in an international tour company for

some time revealed that the challenges they encounter when dealing with customers include the struggle to

understand slang and accents, as well as difficulty articulating clear pronunciation (Botir, 2024). However,

some employees are more concerned that their unclear pronunciation and different English accents would

make the tourists unable to understand their conversation (Suhaimi and Abdullah's 2017).

The reviewed articles highlight that the inability to construct grammatically correct responses can

negatively impact communication and customer relationships. Another challenge discussed in Hassan and

Tik (2019) is the employees' performance task, which involves providing a correct grammatical response to

customers, but their lack of knowledge hinders the interaction. Moreover, Suhaimi & Abdullah (2017)

agreed that the interaction between employees and tourists was restricted and ineffective due to a lack of

sufficient vocabulary. The limited vocabulary knowledge makes them unconfident, and they decided to

learn a selected yet simple language or words to use while selling.

Others attempt to convey their message using straightforward language, hoping that customers will grasp

the basic idea of what is being said or sold (Mohammad et al.,2022). Ultimately, it influences and affects

their English fluency and confidence. The workers' confidence declines because they have minimal

knowledge of the English language, which holds back their ability to communicate effectively with

customers (Sulong et al., 2023).

Tik (2019) is the employees' performance task, which involves providing a correct grammatical response to

Others attempt to convey their message using straightforward language, hoping that customers will grasp

the basic idea of what is being said or sold (Mohammad et al., 2022). Ultimately, it influences and affects

their English fluency and confidence. The workers' confidence declines because they have minimal

knowledge of the English language, which holds back their ability to communicate effectively with

that requires immediate attention. Latiff and Ng (2015) discovered that tourists were generally satisfied with

the overall service quality in Kuala Lumpur, including the aspect of communication.

Ibrahim et al. (2019) reported that tourism has helped residents of Langkawi improve their English language

skills through informal interactions with foreign tourists, leading to positive experiences for both locals and

tourists. This suggests that positive impacts can be attained by diminishing the language barriers to increase

the level of satisfaction among tourists. Abdul Zalil and Pek (2022) supported this perspective by

referencing a prior study highlighting that foreign tourists often experience communication difficulties in

countries where English is not the native language. In contrast, Chin et al. (2018) examined how service

quality in Sarawak, specifically accessibility and accommodation, positively affects satisfaction, without

addressing the English language as a factor.

Most of the studies reviewed suggest that poor English proficiency among service providers can lead to

negative reviews and fewer repeat visits, which may potentially harm a destination's image and reputation.

This, in turn, reduces its appeal and competitiveness in the global tourism market. Although there were still

some elements of tourism service quality which require improvement, Latiff and Ng (2015) implied that

tourists had intentions to revisit Kuala Lumpur and were willing to recommend the destination to friends

and relatives. Ibrahim et al. (2019) found that the presence of foreign tourists enhances international

competitiveness.

In Langkawi, improving residents' English skills has helped increase income in the service sector, especially

in accommodation services like chalets and homestays. Although Chin et al. (2018) focused solely on two

dimensions of service quality, accessibility and accommodation, their findings indicate a positive

relationship between tourist satisfaction and revisit intention. This suggests that, beyond English language

barriers, other service-related factors also play a significant role in enhancing a destination’s market reach

and competitiveness in the global tourism industry. Conversely, the studies by Maghsoodi Tilaki et al.

(2017) and Abdul Zalil and Pek (2022) did not address this perspective, indicating a limited scope of study

as they focus solely on specific aspects of tourism, rather than adopting a more comprehensive approach.

This section presents the findings derived from the literature reviewed, organized according to the three

research questions. The synthesis of previous studies highlights recurring patterns and points of

convergence, while also noting areas where perspectives differ.

The literature collectively indicates that limited English proficiency among tourism workers affects the

clarity and accuracy of information shared with international tourists. Several studies agree that when

quality of tourist experiences. However, the literature also notes that positive attitudes and attentive

behavior by tourism workers can, to some extent, offset the negative effects of language barriers, indicating

vocabulary and grammatical knowledge needed to construct accurate and professional responses. As a

result, they tend to rely on simplified language or memorized phrases to convey basic ideas (Suhaimi &

Abdullah, 2017; Mohammad et al., 2022). While this strategy allows for minimal functional

communication, it limits the depth of interaction and may reinforce perceptions of low service quality. Over

reduced communication, which in turn hinders further language development (Sulong et al., 2023).

of communication barriers. Workers not only face external obstacles in comprehending different accents but

also internal barriers linked to their own language limitations. This synthesis suggests that improving

communication effectiveness requires a dual approach: enhancing listening comprehension and building

expressive skills.

expectations negatively affect their overall experience (Maghsoodi Tilaki et al., 2017; Abdul Zalil & Pek,

However, other studies present a more nuanced view. Latiff and Ng (2015) found that in Kuala Lumpur,

tourists were generally satisfied with services despite some language barriers, suggesting that other factors,

such as hospitality or infrastructure, can compensate for linguistic shortcomings. Similarly, Chin et al.

(2018) highlight that accessibility and accommodation strongly influence satisfaction, even when

communication issues exist. This indicates that language proficiency is one important dimension among

several that contribute to the overall tourist experience.

Overall, the findings suggest that English proficiency plays a critical yet interconnected role in shaping