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

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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)

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.

Suggested Citation

  • Saputro Adita Bagus & Kurniawan Ignatius Soni, 2020. "Demographic Characteristics and Psychological Empowerment on Service Orientation: A Study in Yogyakarta, Indonesia," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 11(2), pages 63-73, August.
    • Handle: RePEc:vrs:hjobpa:v:11:y:2020:i:2:p:63-73:n:5
    DOI: 10.2478/hjbpa-2020-0019
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    References listed on IDEAS

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    1. Merlo, Omar & Bell, Simon J. & Menguc, Bulent & Whitwell, Gregory J., 2006. "Social capital, customer service orientation and creativity in retail stores," Journal of Business Research, Elsevier, vol. 59(12), pages 1214-1221, November.
    2. Chih-Ching Teng & Clayton W. Barrows, 2009. "Service orientation: antecedents, outcomes, and implications for hospitality research and practice," The Service Industries Journal, Taylor & Francis Journals, vol. 29(10), pages 1413-1435, May.
    3. Abraham, Katharine G & Farber, Henry S, 1987. "Job Duration, Seniority, and Earnings," American Economic Review, American Economic Association, vol. 77(3), pages 278-297, June.
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