Effectiveness : the case study of hotels in Bangkok

Abstract

This research is aimed at specifying whether instructional design should accommodate learning preferences as well as to be proved the transitive relation between applying either mixed or matching training design with learning styles and work environment that defined as the training input factors to the training outcomes, which consist of service quality and organizational effectiveness. The quantitative method was employed to investigate the relationship and the influence as the cause and effect. Five hundred and sixty five (565) questionnaires were returned from all hoteliers in Bangkok distributed from April to the middle of May 2015.

The descriptive statistic results showed that the majority of the informants were female (58.8%) and worked in the front office department (26.9%). Most of them were 30 years old (50%). To consider the most learning styles preferences of populations are Theorist. According to the inferential statistic by hypothesis testing, there was no significant difference between the adopting the matching vs. mixed training design approach, which influences service quality and organizational effectiveness (the significance was greater than 0.05). Other hypotheses that were tested confirmed that the training input factors, which were trainee learning styles, training program design, and work environment, positively influenced service quality and organizational effectiveness. There was a transitive correlation between service quality and organizational effectiveness in 3 dimensions, where service quality positive influenced employee satisfaction, customer satisfaction, and the firms’ financial results. Either employee satisfaction or customer satisfaction led to the firms’ financial results. However, both of the independent variables were significant at the .05 level, while the beta value for employee Satisfaction was 0.128 and for customer satisfaction is was 0.691. This implies that customer satisfaction is a factor that has a greater influence on the firms’ financial results than employee satisfaction. According to the findings, the theoretical aspects clarified that the training blueprint for hoteliers may not only be considered ‘how to’ effectively design the suitable instructional courseware but also acquired other factors especially from traineecentered approach such as need for achievement, perceived training value and selfefficacy. In order to recommend for public administration, a desirable working environment can enhance employee (servant) job satisfaction, engagement, commitment, and finally customer (citizen) satisfaction. Therefore, in order creating a good work environment is indispensable. For future research, e-learning, technology training, and the virtual organization can be viewed and formed as a new framework, which other researchers can outline as a human capital development trend.