Volume 29, Issue 5, 2020
DOI: 10.24205/03276716.2020.1192
The effect of service quality and strategic human Resources management on the performance of hotel enterprises
Abstract
The aim of this study is to identify the opinions of hotel managers and employees in determining the impact of strategic human resources management on service quality improvement performance of 5-star hotels operating in Antalya. The study was conducted with 317 managers and employees randomly selected among the managers and employees of thirty-five 5-star hotels in Antalya. Data were tested with frequency, independent sample T-test, Anova, reliability analysis, mean and regression analysis in SPSS 23.0 package program. According to the results of regression analysis, a positive and statistically significant relationship was found between strategic human resources management and total quality management (r= 0.763, p <.01) and enterprise performance (r= 0.596, p <.01). In 5-star hotels, operational human resources management, business performance and total quality management make a significant contribution and are positively related to each other
Keywords
Tourism, hotel, strategic human resources management, total quality management, business performance