The effect of human resource management on service quality with the mediating role of tourism supply chain management in Iran Tourism Development Company
Subject Areas : Supply Chain Management
Maryam Rahmaty
1
(Assistant Professor Department of Management, Chalous Branch, Islamic Azad University, Chalous, Iran.)
Behzad Karamikhah
2
(Department of Management, Chalous Branch, Islamic Azad University, Chalous, Iran.)
Keywords: human resource management, service quality, tourism supply chain management.,
Abstract :
Effective management of human resources will increase people's job satisfaction and ultimately provide quality services from the organization. Also, human resource management acts as a support and mechanism for managing supply chain commitments and interactions, which causes the success of tourism supply chain management. The main purpose of this research is to determine the effect of human resource management on service quality with the mediating role of tourism supply chain management in Iran Tourism Development Company. The research method in this study is a descriptive survey and applied in terms of purpose, and the statistical population of this research is the employees of the Iran Tourism Development Company. A simple random sampling method was used to sample the studied population in this research, 260 people were selected as a statistical sample with the help of Cochran's formula, and the questionnaire was distributed among them. Data collection tools include Papadmetriou et al.'s human resource management questionnaire (2022) with a reliability of 0.835, Papadmetriou et al.'s service quality questionnaire (2022) with a reliability of 0.820, and Nguit et al.'s tourism supply chain management questionnaire (2021) with Reliability is 0.926. Confirmatory factor analysis was used to measure the validity of the questionnaires. The data analysis method was performed using descriptive statistics using SPSS software and inferential statistics using LISREL software. The findings of the research indicate that human resource management has a positive and significant effect on service quality with the mediating role of tourism supply chain management in Iran Tourism Development Company. Also, human resource management has had a positive and significant effect on the quality of services and tourism supply chain management directly. Tourism supply chain management has a positive and significant effect on service quality.
Ahmadi, R., & Zamahni, M. (2018). Investigating the impact of human resource management on organizational effectiveness with the mediating role of service quality in Aria Diesel Motor Company, National Future Research Conference, Management and Sustainable Development, Tehran. (In Persian)
Alsafadi, Y., & Altahat, S. (2021). Human resource management practices and employee performance: the role of job satisfaction. The Journal of Asian Finance, Economics and Business, 8(1), 519-529.
Bai, H., & Ran, W. (2022). Analysis of the vulnerability and resilience of the tourism supply chain under the uncertain environment of COVID-19: Case study based on Lijiang. Sustainability, 14(5), 2571.
Corsi, V. (2022). Human Resource Management and Diversity Management. Some Emerging Evidence about the Effects on Organizational Performance. Advances in Management and Applied Economics, 12(2), 1-2.
Kakai, H., Mohammadi, H., Maleki, S., & Triti, P. (1400). Examining the role of human resource management activities in order to improve the quality of organizational services (case study: Bank Mellat branches in Tehran), new research approaches in management and accounting, 5(76)., 3. (In Persian)
Kanyama, J., Nurittamont, W., & Siripipatthanakul, S. (2022). Hotel service quality and its effect on customer loyalty: The case of Ubon Ratchathani, Thailand during COVID-19 Pandemic. Journal of Management in Business, Healthcare, and Education, 1(2), 1-20.
Kerdpitak, C. (2022). The effects of innovative management, digital marketing, service quality and supply chain management on performance in cultural tourism business. Uncertain Supply Chain Management, 10(3), 771-778.
Laiskodat, V., Kameo, D., Utami, I., & Therik, W. (2020). The role of supply chain management in tourism industry of the community in Kelimutu National Park. International Journal of Supply Chain Management, 9(5), 797-802.
Li, X., Xu, M., Zeng, W., Tse, Y. K., & Chan, H. K. (2023). Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry. Journal of Retailing and Consumer Services, 70, 103157.
Madani, S. (2019). Investigating the effect of supply chain management and comprehensive quality management on service quality improvement (Study: Bank Saderat of Ardabil Province), 5th International Conference on Management, Accounting and Economic Development. (In Persian).
Nguyet, T., Dung, N., Trang, T., Anh, T., & Duong, N. (2021). The effects of human resource management, customer satisfaction, and organizational performance on tourism supply chain management. Uncertain Supply Chain Management, 9(3), 563-568.
Papademetriou, C., Anastasiadou, S. D., & Konteos, G. (2022). The Effect of Human Resource Management Practices on the Quality of Service, Customer Satisfaction, and Organizational Performance in Cypriot Urban Hotel Industry. In HAICTA (pp. 342-352).
Saib, K., Mardan, J. A., & Anuar, S. (2022). The Efficiency of Human Resources Management Sharia Hotel in Riau Province. Adpebi Science Series.
Setiono, B. A., & Hidayat, S. (2022). Influence of Service Quality with the Dimensions of Reliability, Responsiveness, Assurance, Empathy and Tangibles on Customer Satisfaction. International Journal of Economics, Business and Management Research, 6(09), 330-341.
Zhao, X., & Hou, J. (2022). Applying the theory of constraints principles to tourism supply chain management. Journal of Hospitality & Tourism Research, 46(2), 400-411.