The Influence of Work Environment on Service Performance with Motivation as a Mediator and Work Life Balance as a Moderating Variable: Case Study at a Hotel 5 Star Located in Bandung City

Fakhri Munziar; Asep Jamaludin; Neneng Delis Fatonah; Cucu Hodijah; Sri Yulianti

Fakhri Munziar Widyatama University Doctoral School of Management Science
Asep Jamaludin Widyatama University Doctoral School of Management Science
Neneng Delis Fatonah Widyatama University Doctoral School of Management Science
Cucu Hodijah Widyatama University Doctoral School of Management Science
Sri Yulianti Widyatama University Doctoral School of Management Science

Keywords: Work Environment, Service Performance, Motivation, Work Life Balance

Abstract

Purpose: The aim of this research is to examine the effect of work environment on service performance with motivation as a mediator and work life balance as a moderating variable: Case Study of a 5 Star Hotel in Bandung City

Design/methodology/approach: This research method is to use descriptive verification. Data will be obtained by distributing questionnaires to 152 employees at 5 5 star hotels in Bandung City through distributing independent questionnaires. The sample was selected using a purposive sampling method. Data will be analyzed using AMOS.

Findings: This research found that work environment has a positive effect on motivation. Apart from that, motivation has a positive effect so that it can improve service performance. Work environment has a positive effect on service performance. Work environment influences service performance through motivation. The work environment can be moderated by work life balance on service performance.

Research limitations/implications: Further research is recommended to consider other variables that can mediate the influence of Work Environment on Hotel Service Performance. Practical implications -Because the work environment has a positive effect on hotel service performance, input for hotel management so that employees are better at serving is to provide a comfortable work environment and provide for employee needs. Furthermore, Work Environment is able to influence motivation, therefore, to increase positive work motivation, managerial staff must provide an appropriate environment for their employees. Furthermore, motivation has a positive influence on Service Performance, so managers must provide encouragement to employees, for example in the form of awards and recognition for each achievement they produce.

Originality/value -This research answers suggestions from previous research to identify and test mediators that are relevant to the relationship between motivation in mediating work environment on hotel service performance, especially in the hotel sector