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All Journal SENTRI: Jurnal Riset Ilmiah Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan
Raden Intan Medya Ratna Pury
Akademi Pariwisata NHI Bandung
Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Peningkatan Kualitas Layanan di Era Digital: Peran Mediasi Kompetensi Karyawan pada Hubungan Kapabilitas Digital terhadap Keunggulan Layanan di Hotel Bintang Tiga Bandung Barat Antonius Iskandar Yahya; Raden Intan Medya Ratna Pury
SENTRI: Jurnal Riset Ilmiah Vol. 5 No. 7 (2026): SENTRI : Jurnal Riset Ilmiah, Juli 2026
Publisher : LPPM Institut Pendidikan Nusantara Global

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/sentri.v5i7.6970

Abstract

This study aims to analyze the effect of digital capability on service excellence through employee competence as a mediating variable in three-star hotels in West Java. This research employs a quantitative approach with a survey method. Data were collected from 220 hotel employees and analyzed using Structural Equation Modeling based on Partial Least Square (SEM-PLS) with SmartPLS software. The results indicate that digital capability significantly affects employee competence. Digital capability also significantly affects service excellence. Employee competence significantly influences service excellence. Furthermore, employee competence partially mediates the relationship between digital capability and service excellence. These findings highlight that digital transformation in the hospitality industry depends not only on technology but also on human resource readiness in optimizing technology to enhance service quality.
Hospitality Employee Voice via Sustainable Performance Management: Empowerment and Ethical Leadership Impact Yayan Sugiarto; Raden Intan Medya Ratna Pury; Dewi Fitriani
Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan Vol. 10 No. 2 (2026): [Issue in Progress]
Publisher : Research and Community Service Center, Politeknik Pariwisata NHI Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34013/jk.v10i2.2747

Abstract

This study examines if Sustainable Performance Management Systems (SPMS) enhance Employee Voice Behavior (EVB) through the mediating role of Psychological Empowerment (PE), moderated by Ethical Leadership (EL). This integrated framework extends previous research by unveiling mechanisms that translate sustainable tools into staff voice. A quantitative, cross-sectional design was conducted utilizing a sample of 300 frontline hotel employees in Greater Bandung selected via stratified random sampling, with data analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The empirical findings reveal that SPMS exerts a significant, positive direct effect on both PE and EVB, thereby supporting Hypotheses 1 and 2. Moreover, mediation analysis confirms that PE significantly bridges the relationship between SPMS and EVB, establishing its role as a statistical mediator. Finally, the moderated-mediation interaction effect of EL is negative and significant, demonstrating that higher ethical leadership levels statistically attenuate the magnitude of the positive relationship between PE and EVB. In conclusion, building a sustainable hospitality brand requires the strategic design of performance frameworks that psychologically enable employees while balancing ethical stewardship with workplace autonomy, ultimately enhancing long-term operational sustainability and service innovation.
Co-Authors Antonius Iskandar Yahya Dewi Fitriani Yayan Sugiarto