The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi

One of the strategies to cope with the competition in tourism industry in Indonesia is to implement a better professional certification system in order to have qualified human resources, especially in the era of ASEAN liberalism. The implication of Herzberg’s theory is that values of certification,...

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Main Author:	Eppang, Buntu Marannu
Format:	Thesis
Language:	English
Published:	2017
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/79103/1/BuntuMarannuEppangPFM2017.pdf
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id	my-utm-ep.79103
record_format	uketd_dc
spelling	my-utm-ep.791032018-09-27T06:07:44Z The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi 2017 Eppang, Buntu Marannu HD28 Management. Industrial Management One of the strategies to cope with the competition in tourism industry in Indonesia is to implement a better professional certification system in order to have qualified human resources, especially in the era of ASEAN liberalism. The implication of Herzberg’s theory is that values of certification, professionalism, job satisfaction, and service quality are strongly related with the context of this research. Several studies have found inconsistency in the relationship amongst variables and they need to be tested from different perspectives. This research investigated the relationship amongst values of certification, professionalism, job satisfaction and quality service in the tourism industry, and tested professionalism and job satisfaction as mediators. This research attempted to describe problems and solutions for a better implementation of certification specifically, and improve professionalism for quality tourist destinations in Indonesia. This study employed a Sequential Explanatory Design, an analysis based on quantitative method utilizing Structural Equation Modeling and a qualitative method using descriptive approach based on interviews. Using proportionate stratified random sampling, quantitative data were collected from 360 certified professionals. Qualitative data were collected from 16 selected informants. The findings of the relationship amongst variables provided different results whereby the supported hypotheses included the relationships of job satisfaction and service quality, and value of certification and professionalism. The unsupported hypotheses included the relationships of values of certification and job satisfaction, professionalism and job satisfaction, values of certification and service quality, and professionalism and service quality. In this research, professionalism and job satisfaction cannot function as mediators. The most common problems related to the implementation of certification include lack of motivational factors, lack of harmonization amongst stakeholders especially the industry, improper certification scheme and lack of enforcement of regulations and rules. This research contributes to the development of Herzberg’s theory and the model conceptualization in the study of values of certification, professionalism, job satisfaction and service quality specifically for the tourism industry. Findings of this study are practical contributions for tourism stakeholders as they provide guidance for professionals, governments, tourist industry, professional associations and professional certification boards. In addition, the government needs to control the certification system and uphold regulations related to certification. Professionals are expected to improve their services in order to strengthen the quality of human resources. The industry needs to evaluate its role in providing significant values to professionals, and professional associations can strengthen their roles especially in improving standardized practices and competency standards in the tourism industry. Lastly, professional certification boards should be aware of these findings because there are directly related to the process of certification. 2017 Thesis http://eprints.utm.my/id/eprint/79103/ http://eprints.utm.my/id/eprint/79103/1/BuntuMarannuEppangPFM2017.pdf application/pdf en public phd doctoral Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Eppang, Buntu Marannu The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi
description	One of the strategies to cope with the competition in tourism industry in Indonesia is to implement a better professional certification system in order to have qualified human resources, especially in the era of ASEAN liberalism. The implication of Herzberg’s theory is that values of certification, professionalism, job satisfaction, and service quality are strongly related with the context of this research. Several studies have found inconsistency in the relationship amongst variables and they need to be tested from different perspectives. This research investigated the relationship amongst values of certification, professionalism, job satisfaction and quality service in the tourism industry, and tested professionalism and job satisfaction as mediators. This research attempted to describe problems and solutions for a better implementation of certification specifically, and improve professionalism for quality tourist destinations in Indonesia. This study employed a Sequential Explanatory Design, an analysis based on quantitative method utilizing Structural Equation Modeling and a qualitative method using descriptive approach based on interviews. Using proportionate stratified random sampling, quantitative data were collected from 360 certified professionals. Qualitative data were collected from 16 selected informants. The findings of the relationship amongst variables provided different results whereby the supported hypotheses included the relationships of job satisfaction and service quality, and value of certification and professionalism. The unsupported hypotheses included the relationships of values of certification and job satisfaction, professionalism and job satisfaction, values of certification and service quality, and professionalism and service quality. In this research, professionalism and job satisfaction cannot function as mediators. The most common problems related to the implementation of certification include lack of motivational factors, lack of harmonization amongst stakeholders especially the industry, improper certification scheme and lack of enforcement of regulations and rules. This research contributes to the development of Herzberg’s theory and the model conceptualization in the study of values of certification, professionalism, job satisfaction and service quality specifically for the tourism industry. Findings of this study are practical contributions for tourism stakeholders as they provide guidance for professionals, governments, tourist industry, professional associations and professional certification boards. In addition, the government needs to control the certification system and uphold regulations related to certification. Professionals are expected to improve their services in order to strengthen the quality of human resources. The industry needs to evaluate its role in providing significant values to professionals, and professional associations can strengthen their roles especially in improving standardized practices and competency standards in the tourism industry. Lastly, professional certification boards should be aware of these findings because there are directly related to the process of certification.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Eppang, Buntu Marannu
author_facet	Eppang, Buntu Marannu
author_sort	Eppang, Buntu Marannu
title	The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi
title_short	The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi
title_full	The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi
title_fullStr	The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi
title_full_unstemmed	The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi
title_sort	relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of south sulawesi
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2017
url	http://eprints.utm.my/id/eprint/79103/1/BuntuMarannuEppangPFM2017.pdf
_version_	1747818147284516864

The relationship of values of certification, professionalism, job satisfaction and service quality in the tourism industry of South Sulawesi

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