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All Journal Jurnal Ilmiah Peuradeun
Lkhamtseden Badarch, Lkhamtseden
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Religion Humanities Education Law, Crime, Criminology & Criminal Justice Social Sciences

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Dimensions of Hotel Service Quality in Mongolia Badarch, Lkhamtseden; Zanabar, Altanchimeg
Jurnal Ilmiah Peuradeun Vol 5 No 2 (2017): Jurnal Ilmiah Peuradeun
Publisher : SCAD Independent

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (684.167 KB) | DOI: 10.26811/peuradeun.v5i2.130

Abstract

Service quality has emerged as an important area in the hotel industry for decades. Thus, it is essential that service providers understand customer expectations and perceptions as well as the factors that influence their evaluation and satisfaction with the provided service. Hotel industry is growing each year in Mongolia. Realizing the increase in competition among hotels, hotel managers are focusing on improving the elements which contribute to service quality for customers of the hotel industry in Mongolia. The quality of service in hotel industry is an important factor of successful business. This study identifies the effects of various elements of hotel industry which affects customer satisfaction. Almost all researchers utilized service quality model and adopted their SERVQUAL instrument, based on the concept that service quality differs from industry to industry. Examining additional dimensions, identified by customers, it should be included in the service quality concept. Further, the level of importance of each specific dimension for the users of hotel services in Mongolia is then measured.
Residents Perceptions of Tourism Development and Activities: The Case of Mongolia as a Developing Country with a Small Market Munkhuu, Bilegsaikhan; Sukhragchaa, Amarjargal; Badarch, Lkhamtseden
Jurnal Ilmiah Peuradeun Vol. 11 No. 3 (2023): Jurnal Ilmiah Peuradeun
Publisher : SCAD Independent

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26811/peuradeun.v11i3.988

Abstract

The status of Mongolia’s tourism industry is related to the level of participation of residents and, first of all, their positive and negative perceptions of the impact of tourism. As they are an irreplaceable stakeholder in tourism, they are generally moving towards an approach that involves them in participatory tourism activities. The basic understanding of local people in Mongolia about the impact of tourism, their distinguishing features, and the interrelationship between the effects aims to explain that local people are essential participants in tourism. The survey was conducted in 2021 using a random sampling method with four groups of 10 each and a total of 40 closed-ended questionnaires related to the TDA. A total of 4415 residents participated. As a result of the research, local people perceived the impact of economic, social, cultural, environmental, state, and administrative activities caused by the TDA differently as positive and negative, and these effects were found to be positively and strongly correlated. The current average level of knowledge of residents about the impact of tourism proves that “residents” have become one of the leading players in tourism, and in the future, the concept of “participatory” tourism should be reflected in development plans.
Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction Sukhragchaa, Amarjargal; Munkhuu, Bilegsaikhan; Badarch, Lkhamtseden
Jurnal Ilmiah Peuradeun Vol. 9 No. 3 (2021): Jurnal Ilmiah Peuradeun
Publisher : SCAD Independent

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26811/peuradeun.v9i3.622

Abstract

The previous researches in the Hospitality Industry of Mongolia especially at accommodation service facilities were mainly focused on the quality of hotel services and foreign guest satisfaction and behaviors. There are insufficient researches related to human resources aspects such as psychological problems, work conditions, incentives and career development, job satisfaction. Therefore, the purpose of the research was (1) to carry out a survey related to emotional intelligence, emotional labor and to define job satisfaction among employees who are working for Mongolian upscale hotels, (2) to clear up whether the elements of emotional intelligence have differences depending on its variables and is to explore and to define correlations between variables namely emotional intelligence, emotional labor and job satisfaction, (3) while getting the survey’s outcome to develop more sustainable and beneficial approaches for human resources management and to develop theoretical and practical recommendations. We found that the emotional intelligence of upscale hotel employees has a positive correlation with their emotional labor and job satisfaction. And we also concluded that the frontline employees from the units as front office, housekeeping, food, and beverage perform excellent quality services to the guests from their deepest heart and they have a high level of emotional intelligence.
Co-Authors Altanchimeg Zanabar, Altanchimeg Munkhuu, Bilegsaikhan Sukhragchaa, Amarjargal