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Cindy Felicia
Universitas Internasional Batam, Batam, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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​Information Technology Utilization, Organizational Culture, and Servant Leadership on Employee Engagement in Batam Hotels Ratih Anggraini; Cindy Felicia; Fahmi Muhammad Rizky
Journal of Sustainable Tourism and Entrepreneurship Vol. 8 No. 1 (2026): September
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/joste.v8.n1.p53-68.2026

Abstract

Purpose: This study aimed to examine the impact of Information Technology Utilization (ITU), Organizational Culture (OC), and Servant Leadership (SL) on Employee Engagement (EE) among staff members employed in four- and five-star hotels situated in Batam. Methodology: A quantitative survey approach was adopted, with 206 hotel employees recruited using purposive sampling. Questionnaires were used as the data collection instrument, and the gathered data were analyzed through SEM-PLS with SmartPLS. Results: ITU was found to exert a significant positive influence on both SL (β = 0.342; p < 0.001) and EE (β = 0.791; p < 0.001). OC significantly affected SL (β = 0.616; p < 0.001), although its influence on EE was not significant (β = 0.117; p = 0.192). No significant effect of SL on EE (β = 0.014; p = 0.884). Furthermore, the mediating role of SL in the respective associations between ITU and EE, as well as between OC and EE, was not found to be statistically significant. Conclusions: ITU was directly related to elevated EE, whereas OC was more strongly associated with SL. The mediation relationships proposed were not supported. Limitations: Because the investigation was restricted to personnel of four- and five-star hotels in Batam, the extent to which its findings can be generalized to other hospitality settings is limited. Contributions: This study contributes to hospitality scholarship by examining ITU, OC, and SL through the lens of EE and providing empirical insights derived from hotels in Batam.
Co-Authors Fahmi Muhammad Rizky Ratih Anggraini