PENGARUH EMPLOYEE EMPOWERMENT TERHADAP SERVICE QUALITY DI HOTEL BINTANG 3 DI SURABAYA

Zefania Kurniawan(1*), Jessica Risha(2), Deborah Christine Widjaja(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

Abstract


Pertumbuhan industri perhotelan di Indonesia sangat pesat. Di Surabaya sendiri, banyak hotel bintang 3 bermunculan seperti Midtown Hotel, Twin Hotel dan Prime Royal Hotel. Ini menyebabkan persaingan yang sengit antara hotel bintang 3 dan mereka berlomba-lomba untuk memberikan service quality yang baik. Penelitian ini menggunakan metode Structural Equation Modelling (SEM) yang menggunakan software Partial Least Square (PLS). Hasil dari penelitian ini, employee empowerment berpengaruh secara positif dan signifikan terhadap service behaviour dan job satisfaction, sedangkan employee empowerment, job satisfaction dan service behaviour berpengaruh secara negatif dan tidak signifikan terhadap service quality.

 


Keywords


Employee Empowerment, Job Satisfaction, Service Behaviour, Service Quality

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