QUALITY OF WORK ENVIRONMENT IN TRAVEL AND TOURISM INDUSTRY
ALEXANDER PATRICK PANTORO 11603007
BACHELOR’S DEGREE in
BUSINESS ADMINISTRATION-HOTEL AND TOURISM MANAGEMENT BUSINESS AND COMMUNICATIONS
SWISS GERMAN UNIVERSITY The Prominence Tower
Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 – Indonesia
JULY 2020
STATEMENT BY THE AUTHOR
I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.
Alexander Patrick Pantoro
_____________________________________________
Student
08-06-2020
Date
Approved by:
Munawaroh, S.E., M.M.
_____________________________________________
Thesis Advisor
14-06-2020
Date
Dr. Nila Krisnawati Hidayat, S.E., M.M.
_____________________________________________
Dean Date
ABSTRACT
THE EFFECT OF MILLENNIAL LEADERSHIP TOWARDS THE QUALITY OF WORK ENVIRONMENT IN TRAVEL AND TOURISM
INDUSTRY
By
Alexander Patrick Pantoro Munawaroh, S.E, M.M., Advisor
SWISS GERMAN UNIVERSITY
Due to the uncertainty of previous literatures of how leaders affect their quality of work environment, added with the increase of millennial workforce occupying in managerial roles without any clear identification of how they do their job, this study is deemed important to be conducted. This study holds purpose to find out which leadership is adapted by millennial leaders with the usage of traits leadership, behavioral leadership, and contingency leadership. Furthermore, this paper also investigates how millennial leaders affect the work environment in physical, psychological, and social form. Lastly, the other aim of this research is to discover whether millennial leaders approves as a good strategic plan in improving the quality of work environment. Qualitative methods such as literature review and in-depth interviews were used to measure the connection between two variables. The contradictive result from this research suggests that millennial leaders do influence their
COPYRIGHT
© Copyright 2020 by Alexander Patrick Pantoro
All rights reserved
DEDICATION
I dedicate this research for the development of applied science studies and for the improvements of management handling of hospitality industry in Indonesia
ACKNOWLEDGEMENT
I want to use this chance as a my sign of gratitude to the entirety of Swiss German University staff and lecturers who has helped me to understand new knowledge about what it takes to make a career in hospitality industry and further realizing my passion in said subject in the last four years. Furthermore, I would like to thank Ms. Munawaroh for guiding me during the process of making this thesis. Also, to my classmates, especially Alicia Anggana, Aurellia Widjaja, Gissella Nadya, Jessica, Kresna Ajidharma Sentosa, Nathaniel Engelbert Chandra, and Yosafat Arsetya Dwi Putra for making my time as a student in SGU to be a memorable one.
More importantly, I wish to thank my parents and my brother, for their contribution and patience to accompany me during the time I faced hardships and uneasiness in my study and in my personal life. Other than that, I want to appreciate my partner for her contributions and her help in making this research to be done smoothly. But above all, I have to thank God and His blessings in making this study to be done although some obstacles were met. I would also want to thank everyone else who I have not mentioned for the help and other form of participation in this research.
TABLE OF CONTENTS
STATEMENT BY THE AUTHOR………2
ABSTRACT………..3
COPYRIGHT………...4
DEDICATION………...5
ACKNOWLEDGEMENT………...6
TABLE OF CONTENTS……….…………7
LIST OF TABLES………...9
LIST OF FIGURES………...10
CHAPTER 1 INTRODUCTION………..11
1.1 Background………...11
1.2 Research Problems……….14
1.3 Research Questions………...14
1.4 Research Objectives………14
1.5 Scope and Limitation………..15
1.6 Significance of Study………..15
CHAPTER 2 LITERATURE REVIEW………...16
2.1 Framework of Thinking………..16
2.2 Work Environment………...17
2.2.1 Definition………...17
2.2.2 Physical Work Environment………...18
2.2.3 Psychological Work Environment………...18
2.2.4 Social Work Environment………...19
2.3 Millennial Leadership………...20
2.3.1 Definition………...20
2.3.2 Trait………...21
2.3.3 Behavior………...22
2.3.4 Contingency………...………...23
3.3.1 Type of Data………...34
3.3.2 Data Collection Method………...34
3.4 Variable Operationalization………36
CHAPTER 4 RESULTS AND DISCUSSION………...39
4.1 Variable Discussion………...………….39
4.1.1 Millennial Leadership………...………39
4.1.2 Quality of Work Environment………...…...41
4.2 Participant Profile………...…………42
4.3 Result of Interview………...…………..43
4.3.1 COVID-19 Condition………...……43
4.3.2 Millennial Leadership………...46
4.3.3 Quality of Work Environment………...68
4.4 Hypothesis Discussion………...…………...83
CHAPTER 5 CONCLUSION AND RECOMMENDATION…………....93
5.1 Conclusion………...………...93
5.2 Recommendation and Future Research………...94
GLOSSARY………...……….96
REFERENCES………...………98
APPENDICES………...105
Timeframe of Study….………...105
Interview Script………...106
Curriculum Vitae………...…….132
LIST OF TABLES
Table 1. Previous Studies………...24
Table 2. Study Difference………...30
Table 3. Variable Operationalization………...36
Table 4. Glossary………...………..96
Table 5. Timeframe of Study………...105
LIST OF FIGURES
Figure 1. The Leadership Gap………..……..12
Figure 2. Framework of Thinking………..….16
Figure 3. Interview with Participant 7…….………...130
Figure 4. Focus Group Discussion………..….131
