Demographic Characteristics and Psychological Empowerment on Service Orientation: A Study in Yogyakarta, Indonesia

Saputro Adita Bagus () and Kurniawan Ignatius Soni ()
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Saputro Adita Bagus: Sarjanawiyata Tamansiswa University of Economics Faculty, Yogyakarta, Indonesia
Kurniawan Ignatius Soni: Sarjanawiyata Tamansiswa University of Economics Faculty, Yogyakarta, Indonesia

HOLISTICA – Journal of Business and Public Administration, 2020, vol. 11, issue 2, 63-73

Abstract: The service quality in hotels can be seen first from the front-office that interacts directly with customers, here service orientation has an important role. Employees who have high service orientation will have high performance and can be a competitive advantage for the company. Psychological empowerment also an important factor in service orientation, it can be seen from the feelings shown by employees and can increase self-recognition and self-esteem. This research aims to determine the influence of demographic characteristics and psychological empowerment towards service orientation in the hospitality industry. This research was conducted at several three-star hotels in Yogyakarta. This research used multiple regression analysis, partial t test, coefficient of determination and beta standardized coefficient to analyse the data. Furthermore, the results of this research are gender, age, education level and competency certification have a positive and significant influence on service orientation. Meanwhile, tenure has a negative and insignificant influence and marital status has a positive and insignificant influence on service orientation. The last, psychological empowerment has a positive and significant influence on service orientation.

Keywords: demographic characteristics; psychological empowerment; service orientation (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:hjobpa:v:11:y:2020:i:2:p:63-73:n:5

DOI: 10.2478/hjbpa-2020-0019

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