Gustanto, Sebastian and Pratama, Yudhistira (2017) The Impact of Employee Empowerment Towards Service Quality: A Case of Hotel X. Bachelor thesis, Swiss German University.

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Abstract

Hospitality Industry is one of the growing business nowadays. With the growing of hospitality industry itself, the competition within the industry will follows. The company in the hospitality industry itself has to make a differentiation strategy to make them different from their competitor. Therefore, employee empowerment comes forward as the differentiation strategy. Employee empowerment is the authority that is given from the company to the employees in doing their work. Service behavior is proved to be impacted by the employee empowerment, and service behavior is proven has an impact towards service quality. This research shows the impact of employee empowerment towards service behavior, and the impact of service behavior towards service quality. This study is conducted in Hotel X in Bali. The test that is conducted in this study is: validity, reliability, linearity test, classical assumption test, simple linear regression, and cross tabulation test. This study is resulted in employee empowerment has an impact towards service behavior and service behavior has an impact towards service quality.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Employee empowerment ; Service behavior ; Service quality
Subjects:	H Social Sciences > HF Commerce > HF5549 Personnel management T Technology > TX Home economics > TX901 Hospitality industry
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Adityatama Ratangga
Date Deposited:	15 May 2020 04:27
Last Modified:	15 May 2020 04:28
URI:	http://repository.sgu.ac.id/id/eprint/259

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