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All Journal International Journal of Accounting, Management, Economics and Social Sciences (IJAMESC) Majority Science Journal
Zairil
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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THE The Role of Human Resource Capabilities in Enhancing Tourism in Banten Province Zairil
MSJ : Majority Science Journal Vol. 2 No. 3 (2024): MSJ-AUGUST
Publisher : PT. Hafasy Dwi Nawasena

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61942/msj.v2i3.218

Abstract

Banten Province, located at the western tip of Java Island, is a major tourist destination with various natural attractions, cultural heritage sites, and strategic coastal areas. Despite having attractions such as Ujung Kulon National Park, Tanjung Lesung Beach, and the historic city of Serang, the tourism sector in Banten faces major challenges related to the ability of human resources. This study examines the role of human resource capabilities in improving Banten's tourism sector by focusing on existing research gaps. The findings show significant skills shortages in customer service, digital literacy, and sustainable tourism practices. Current training programs are not enough to bridge these shortcomings, resulting in less than optimal service quality and limited innovation. In addition, there is a mismatch between the educational curriculum and the needs of the industry, as well as ineffective government support. The study recommends the development of tailored training programs, increased collaboration between educational institutions and tourism businesses, and more targeted government support to support sustainable tourism innovation and practices. By addressing these gaps, Banten's tourism sector is expected to improve its human resource capabilities, encourage innovation, and be more aligned with sustainable practices, which in turn can contribute to its growth and competitiveness.
DIGITAL BUSINESS COMPETENCIES AND HUMAN CAPABILITIES IN THE HOSPITALITY INDUSTRY: DRIVING EMPLOYEE ADAPTABILITY AND SERVICE EXCELLENCE Widya Granita; Zairil
International Journal of Accounting, Management, Economics and Social Sciences (IJAMESC) Vol. 4 No. 3 (2026): June
Publisher : ZILLZELL MEDIA PRIMA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61990/ijamesc.v4i3.802

Abstract

The rapid digital transformation in the hospitality industry has significantly reshaped service delivery processes, operational systems, and employee competency requirements. This study aims to examine the influence of Digital Business Competencies on Service Excellence, with Employee Adaptability acting as a mediating variable within the hospitality industry. Grounded in Dynamic Capability Theory, this study investigates how employees’ digital competencies contribute to organizational service performance in increasingly technology-driven hospitality environments. A quantitative research approach was employed using a cross-sectional survey design. Data were collected from 286 hospitality employees working in hotels, resorts, restaurants, and tourism-related service organizations that have implemented digital technologies in their operational activities. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software. The findings reveal that Digital Business Competencies significantly influence Employee Adaptability and Service Excellence. Furthermore, Employee Adaptability demonstrates a significant positive effect on Service Excellence and partially mediates the relationship between Digital Business Competencies and Service Excellence. The study highlights that digital transformation in hospitality should not focus solely on technological investment but must also emphasize human capability development and workforce adaptability. The findings contribute to the growing literature on human-centered digital transformation by integrating technological capability and employee adaptability into a unified hospitality service framework. Practically, the study provides important managerial implications for hospitality organizations in designing digital competency development programs, adaptive workforce strategies, and sustainable service excellence initiatives in digitally evolving hospitality environments.
Co-Authors Widya Granita