Elangkovan Narayanan & Sushila Devi Rajaratnam
Organisations undergoing adaptations due to business environmental changes are forced to re-evaluate their management principles that underline operational activities in order to strengthen the internal factors. To improve organisational service quality, consistent knowledge acquisition must be interpreted to constitute memory so that organisations can continuously work on its routines and policies to improve performance. The learning process, learning culture and knowledge creation in organisations need to be monitored in order to ensure every employee is aligned with the organisational vision and their collective contribution leads to organisational success. This study examined the relationship between organisational learning and leadership styles on organisational service quality improvement for 3 star to 5 star hotels in Klang Valley. The study focused on the impact of information acquisition, distribution, interpretation and memory together with leadership styles as the driving force towards organisational service quality improvement. A total of 450 sets of structured questionnaires were distributed to senior managers, managers, assistant managers and supervisors in Klang Valley hotels and 173 (38%) questionnaires were returned. Data were analyzed using regressions analysis to identify the relationship between the three variables. The results indicate that organisational learning and leadership styles have significant effect on organisational service quality improvement. Interestingly, the study reveals organisational learning as the mediator for leadership styles and service quality improvement. This study bridges the gap in existing literature by highlighting the importance of organisational learning and leadership style in the hotel industry, thus providing managerial implications for hospitality managers towards service quality improvement and sustaining loyalty among guests.
Keywords: Organisational learning, leadership, service quality, knowledge acquisition.