the impact of perceived wellness towards front-liners

(1)

PSYCHOLOGICAL CAPITAL IN HOTEL INDONESIA KEMPINSKI JAKARTA

By Tasya 11403043

BACHELOR’S DEGREE in

BUSINESS ADMINISTRATION - HOTEL AND TOURISM MANAGEMENT Concentration

FACULTY OF BUSINESS AND COMMUNICATION

SWISS GERMAN UNIVERSITY The Prominence Tower

Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 - Indonesia

June 2018

Revision after the Thesis Defense on 19^th July 2018

(2)

IN HOTEL INDONESIA KEMPINSKI JAKARTA

Tasya 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.

Tasya

____________________________________________

Student Date

Approved by:

Gemala P. Garibaldi, S.Psi, M. Bus, M. Pd

____________________________________________

Thesis Advisor Date

Dr. Nila K. Hidayat SE., MM.

____________________________________________

Dean Date

(3)

Tasya ABSTRACT

THE IMPACT OF PERCEIVED WELLNESS TOWARDS FRONT-LINERS’

PSYCHOLOGICAL CAPITAL IN HOTEL INDONESIA KEMPINSKI JAKARTA.

By Tasya

Gemala P. Garibaldi, S.Psi, M. Bus, M. Pd, Advisor

SWISS GERMAN UNIVERSITY

The function of Psychological Capital that shaped by Hope, Self-efficacy, Optimism and Resiliency, towards individuals’ happiness including well-being has been significantly addressed through numerous studies and the positive impact between the two has been identified. On the flip side, the impact between well-being towards psychological capital which undeniably inevitable to employees’ job performance is still under discussed, although relationship and values are acknowledged. Having said that, this present study uses this as a foundation to analyze merely the impact between the two variables that specifically focusing on front-liners in the hospitality industry.

Using Perceived Wellness Survey (PWS) which covers six different dimensions;

psychological (6.1%), emotional (11.1%), social (17.47%), physical (14.29%), spiritual (14.52%) and intellectual (36.43%), front-liners’ well-being are being assessed. The quantitative data from 128 front-liners from Hotel Indonesia Kempinski Jakarta (HIKJ) has been collected through the distribution of questionnaire. Although the percentage is small (25.5%), however, the result shows that perceived wellness, especially social and intellectual wellness is proven to has a proportion in constructing front-liners’

psychological capital. This implies that management still can utilize the employee wellness program as the tool to enhance their front-liners’ psychological capital,

(4)

Tasya especially with the top-to-down communication and encouragement. An in-depth future research is also suggested as concluded in the last chapter.

Keywords: Wellness, Perceived Wellness, Well-being, Employee Wellness Program, Psychological Capital

(5)

Tasya

(6)

Tasya DEDICATION

I truly dedicate this piece of work to my parents for their endless support in any form, to a step of my new phase of life, and to myself as a self-proving.

(7)

Tasya ACKNOWLEDGEMENTS

A very big gratitude is firstly expressed to the Almighty God that has allowed me to complete this piece of work in a perfect human condition and believing me in overcoming the faced challenges throughout the process. Thank you for the intangible support through the power of universe that kept me facing forward positively.

Secondly, I cannot thank my parents enough not only for their limitless supports in any kind of form, but also for trusting me and go against all the odds. I am grateful for having such lovely and tough role models. Without their hard works, I am truly aware that I would not be able to experience life as a whole.

Thirdly, I wish to thank my thesis advisor, Ms. Gemala Garibaldi. She is indeed a very challenging one, but the most contributed one until the completion of this study. Thank you for letting me choose you as my thesis advisor, trusting me in the process, for always being professional, patiently went through each of the sentences in this study and guide me with your best. You are undoubtedly an inspiration.

Fourth, this study would not be able to be completed without the wholehearted support from Hotel Indonesia Kempinski Jakarta especially the human resources, front office and food and beverage teams that have been very helpful in assisting me to gather all the necessary information for this study.

Last but not least, I am blessed to obtain the encouragement from my inner circle throughout the process, namely Ellen Ferranda, Adiel Kurnia, Caroline M.P., Bethanya, Samuel, Aditya Tazuno and the emotional support from my lovelies; Bony and Gari.

Overall, the writing process of this study was very fun and endlessly challenged me positively. It has created a memorable experience of a scholar. Hopefully, this thesis can be a guide and inspiration for future researchers and the content within will be beneficial for the related parties.

(8)

Tasya TABLE OF CONTENTS

STATEMENT BY THE AUTHOR ... 2

ABSTRACT ... 3

DEDICATION ... 6

ACKNOWLEDGEMENTS ... 7

LIST OF FIGURES ... 12

LIST OF TABLES ... 13

CHAPTER 1 – INTRODUCTION ... 15

1.1 Background ... 15

1.2 Research Problems ... 21

1.3 Research Questions ... 21

1.4 Research Objectives ... 21

1.5 Scope and Limitation ... 21

1.6 Significance of Study ... 22

1.7 Writing Structure ... 22

CHAPTER 2 - LITERATURE REVIEW ... 24

2.1 Conceptual Framework ... 24

2.2 Wellness ... 26

2.2.1 Definition ... 26

2.2.2 Dimension of Wellness ... 27

2.3 Perceived Wellness ... 29

2.3.2 Perceived Wellness Model ... 30

2.3.2.1 Physical ... 30

2.3.2.2 Psychological ... 31

(9)

Tasya

2.3.2.3 Social ... 31

2.3.2.4 Emotional ... 32

2.3.2.5 Spiritual ... 32

2.3.2.6 Intellectual ... 33

2.4 Employee Wellness ... 33

2.4.1 Factors Affecting Employee Wellness ... 33

2.4.2 Employee Wellness Program ... 34

2.4.3 Trend of Promoting Employee Wellness ... 35

2.5 Front-liners ... 35

2.5.1 Definition and role ... 35

2.5.2 Scope of Working Area in Hospitality Industry ... 36

2.5.3 The Nature of Hospitality Industry ... 38

2.6 Psychological Capital ... 38

2.6.2 Function of Positive Psychological Capital ... 40

2.6.3 Elements of Psychological Capital (H.E.R.O) ... 41

2.6.3.1 Hope ... 41

2.6.3.2 Self-Efficacy ... 42

2.6.3.3 Resiliency ... 43

2.6.3.4 Optimism ... 44

2.7 The Impact of Perceived Wellness towards Front-liners’ Psychological Capital in Hospitality Industry ... 45

2.8 Previous studies ... 46

2.9 Differences with Previous Studies ... 50

2.10 Hypothesis ... 50

CHAPTER 3 – RESEARCH METHODS ... 52

3.1 Type of Study ... 52

3.2 Unit of Analysis/Unit Observation ... 52

3.3 Sampling Design ... 53

3.3.1 Sampling Method ... 53

3.3.2 Population and Sample Target ... 54

(10)

Tasya

3.3.3 Sampling Size ... 54

3.4 Time Frame of Study ... 55

3.5 Data Source and Collection ... 55

3.5.1 Type of Data ... 55

3.5.1.1 Primary Data ... 55

3.5.1.2 Secondary Data ... 56

3.5.2 Data Collection Method ... 57

3.5.3 Questionnaire Structure ... 57

3.6 Research Model ... 59

3.7 Variable Operationalization ... 59

3.8 Data Processing Procedures ... 66

3.8.1 Data Preparation ... 66

3.8.2 Data Testing ... 66

3.8.2.1 Item Analysis ... 66

3.8.3 Validity Test ... 67

3.8.4 Reliability Test ... 68

3.9 Data Analysis Technique ... 69

3.9.1 Descriptive Statistic Analysis ... 70

3.9.2 Inferential Statistic Analysis ... 70

3.9.2 Classical Assumption Test ... 71

3.9.2.1 Normality Test ... 72

3.9.2.2 Heteroscedascity ... 72

3.9.3 Cross-tabulation ... 72

CHAPTER 4 – RESULTS AND DISCUSSIONS ... 74

4.1 Company Profile – Hotel Indonesia Kempinski Jakarta ... 74

4.2 Pre-test Result ... 75

4.2.1 The Result of Validity Pre-test ... 75

4.2.2 The Result of Reliability Pre-test ... 77

4.3 Respondents Profiles ... 78

4.4 Classical Assumption Test ... 86

4.4.1 Normality Test ... 86

(11)

Tasya

4.4.2 Heteroscedasticity Test ... 88

4.5 Descriptive Statistic Analysis ... 89

4.6 Inferential Statistic Analysis ... 90

4.6.1 Simple Linear Regression ... 90

4.6.1.1 Model Summary ... 90

4.6.1.2 F-test Result ... 91

4.6.1.3 Hypothesis Testing using T-test ... 92

4.6.1.4 Chi-square Test (Cross-tabulation) ... 93

4.7 Hypothesis Analysis and Discussion ... 94

CHAPTER 5 – CONCLUSION AND RECOMMENDATIONS ... 96

5.1 Conclusions ... 96

5.2 Recommendations ... 97

5.2.1 Managerial Implications ... 97

5.2.2 Further Study / Future Researcher ... 99

GLOSSARY ... 100

REFERENCES ... 101

APPENDINCES ... 116

Appendices 1 : The Finalize Questionnaire After Item Analysis ... 116