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Mongolia’s tourism industry has fully recovered after the COVID-19 pandemic, with an increase in foreign tourists. New international hotel chains are also opening and providing services. Mongolia has started to classify hotels by star system according to the new standard adopted in 1998. The Mongolian Standard “Hotel Service Quality Rating and Basic Requirements” MNS 5927:2008, which regulates hotel business activities in the laws, regulations, programs, plans, resolutions and orders in force in the Mongolian Tourism Industry, is the only legal document and national rating system for determining service quality. This study covered 4 and 5-star hotels that meet the Mongolian Standard “Hotel Service Quality Rating and Basic Requirements” MNS 5927:2008. This research assessed the expectations and perceptions of service quality in Mongolia’s four and five stars hotels by applying a modified version of the SERVQUAL model. A convenient sample of 270 guests drawn from six 4, 5 star hotels was used in the analytical stage. It also examined the relationship between overall satisfaction levels and the five service quality dimensions reliability, responsiveness, assurance, empathy end tangibility. The findings indicated, as a whole that the hotel customers’ perceptions of service quality provided by the hotel industry were
During the Covid years, the number of foreign tourists visiting Mongolia decreased and the tourism and hotel service industry stagnated. However, the number of foreign tourists is increasing due to the Mongolian government's policy to develop tourism, flexible visa solutions, international marketing, and the addition of direct flight routes. Previous research in the Hospitality Industry of Mongolia especially at accommodation service facilities was mainly focused on human resources aspects such as psychological problems, work conditions, incentives and career development, job satisfaction, job stress, and turnover intention. There is insufficient research related to the quality of hotel services and foreign guest satisfaction. Since 2017, large international hotel chains have started operating in Mongolia. The purpose of this exploratory study was to investigate and assess guest perceptions of service quality in 5-star hotels in Mongolia. A convenient sample of 285 guests drawn from four 5 star hotels was used in the analytical stage. This indicates significant differences between hotel guests’ expectations and their actual experiences, thus highlighting managerial implications. The findings indicated that the hotel customers' perceptions of service quality provided by the hotel industry were lower than their expectations and the gaps between customers’ expectations and perceptions were significant.
Employee productivity, performance, loyalty, active engagement, attitude toward the company, physical and mental health, and general life happiness are all significantly impacted by job satisfaction. The purpose of this study was to determine and assess the variables influencing the job happiness of Bergamo LLC's construction workers and to help management come up with strategies to boost and enhance employee satisfaction going forward. A questionnaire survey based on Spector's (1985) research model was used to collect data for the satisfaction survey, which was carried out by randomly selecting 80% of all employees using six groups of 24 indicators according to the organization's features. The reliability and correlation of the measurement variables were examined in the results. Key words: workers, satisfaction, job satisfaction
In today’s competitive environment, effective leadership requires quickly adapting to situations, listening to and respecting others' opinions, incorporating them into one’s actions, collaborating with others, and involving them in decision-making, rather than simply managing and controlling. This study explores the connection between transformational leadership, employee engagement, and employee performance in the context of two private universities in Mongolia. Using a sample of 114 employees, the research investigates how transformational leadership influences employee performance, with employee engagement acting as a mediator. Data were collected through surveys, and structural equation modelling (PLS-SEM) was employed to analyze the relationships among the variables. The results confirm that transformational leadership positively impacts employee performance and engagement, with employee engagement mediating the relationship between leadership style and performance. The study’s findings indicate that fostering employee engagement through transformational leadership enhances both individual and organizational performance. Practical implications suggest that universities should prioritize leadership development programs focusing on transformational leadership qualities to improve employee performance. The research contributes to the growing literature on leadership and employee performance, highlighting the importance of leadership in creating a work environment that promotes engagement and, ultimately, improved productivity.
In today's world, the foundation of an organization's existence, work outcomes, and achievements directly depend on the management skills and competence of that organization. The Government of Mongolia has made amendments to the "Law on Health" and the "Law on Hospital Services" with the aim of improving the quality and accessibility of healthcare services. These amendments include the introduction of market elements to create and develop a competitive market within the state-owned hospital management system, the establishment of a legal environment for the reform of hospital management, and detailed provisions on management and organization. In order to deliver quality, accessible, and timely healthcare services to consumers, healthcare institutions need to assess their current management capabilities and subsequently improve their competitiveness. Therefore, our researchers conducted a study to determine the level of client satisfaction at health centers (HC), identify influencing factors, and improve the quality and accessibility of services, as well as the working conditions and environment of medical services. They conducted two quality assessments to evaluate the working conditions, diagnostic and treatment equipment availability, and staff skills, which formed the basis for a phased analysis of the management capabilities of the center. The study was conducted using the "Business Organization Management Competency Survey Model," adapted to the specifics of the health sector, with a survey of managers, doctors, and staff at the health center based on nine groups and 90 indicators. The survey was evaluated using a five-point Likert scale. The questionnaire was developed using the SPSS-21 software package and content analysis method. The overall assessment of the study was 3.1, or "average," indicating the need for strategic planning to improve the quality and capacity of services, enhance the knowledge and skills of doctors and staff, improve knowledge management, modernize technical equipment, learn modern management methods and techniques, and improve operations.
Nowadays, it is necessary to provide health care and services to the population based on their demand and needs, to improve the quality, availability and management of care and services by introducing new diagnostic and treatment technologies and creating an appropriate system in the health sector, including and to make the services of health centers diverse, quality and accessible. This research aims to determine the current state of customer satisfaction in Baganuur District Health Center and identify the influencing factors to improve the quality, availability and environment of care, improve the discipline of doctors and employees, make evidence-based planning, and use it in organizational monitoring and evaluation. Moreover, a job satisfaction survey from doctors and employees will be conducted to evaluate the center's management capabilities. The SPSS-21 package software version and simple statistical methods were used to analyze the survey questionnaire. The satisfaction survey was analyzed using the SERVQUAL model developed by A. Parasuraman, V.A Zeithaml and L.L. Berry. Randomly selected 220 clients were surveyed using the health center's client register and evaluated on a Likert scale by 5 groups of 36 variables. The research findings say the overall rating of customer satisfaction is 3.48 or "medium", which indicates the need to focus on improving the quality and capacity of care services, improving the knowledge and skills of doctors and employees, and upgrading technical equipment
The behavior and characteristics of a managerial leader play a crucial role in fostering employee loyalty and enhancing engagement. Effective people-centered communication boosts employees' confidence and facilitates their ongoing development, while trust in management encourages open and transparent communication. As a result, employees feel a sense of pride in the organization and are motivated to demonstrate unwavering dedication to their work. To investigate the impact of leadership styles on employee loyalty and engagement, a survey was conducted by randomly selecting participants from the employees of two insurance companies. The survey involved 153 employees, and the statistical analyses involved factor analysis, reliability analysis, correlation analysis, and structural equation models (SEMs). Based on the analysis results, it was observed that among the study participants, the transformational leadership style exhibited a strong and positive impact on both employee loyalty and engagement. Similarly, the transactional leadership style demonstrated a moderate yet positive influence on employee loyalty and engagement. Furthermore, a strong positive relationship was identified between employee loyalty and engagement, indicating that higher levels of loyalty contribute significantly to increased employee engagement.
Abstract Nowadays, the employee engagement has a significant impact on the success and efficiency of the organization and on the decision-making process. Therefore, one of the challenges faced by human resource management is to clarify the criteria used to define and measure employee engagement. Although there is no system for employee engagement, the researchers use various employee engagement models and criteria to develop the framework. The aim of the study is to compare and conclude the theories on employee engagement, employee engagement models and employee engagement measure. The secondary data such as, academic papers, books and other internet sources was used in this study Significance of the study is that compared the scholars’ views on the employee engagement theory, concepts, employee engagement models, and employee engagement measure. Next step of the research is identify practical impact of the employee engagement. Key words: employee engagement, employee involvement, еmployee participation, employee engagement models,
Хүний нөөцийн менежментийн үндсэн чиг үүргүүдийн нэг болох ажиллагчдын ажлын гүйцэтгэлийг үнэлэх асуудал нь байгууллагын үйл ажиллагааны үр дүн, цалин урамшуулал, ажиллагчдын идэвх санаачилга, бүтээмжид нөлөөлдөг чухал хүчин зүйлүүдийн нэг бөгөөд ажиллагчдын ажлын гүйцэтгэлийг бодитой үнэлснээр тэдний бүтээмж, ажиллах идэвхи санаачилгыг нэмэгдүүлээд зогсохгүй байгууллага оршин тогтнох үндэс болдог. Сүүлийн жилүүдэд байгууллагууд ажиллагчдынхаа гүйцэтгэлийг жилдээ нэг удаа үнэлж, урамшуулал олгодог системээс татгалзаж гүйцэтгэлийн удирдлагын уян хатан тогтолцоог нэвтрүүлснээр ажилчид бүрэн хүчин чадлаараа ажиллах боломжийг бий болгож, бүтээмж нэмэгдэх боломжтой болж байна. Энэхүү судалгаанд төрийн албан хаагчдаас асуулгын аргаар мэдээлэл цуглуулан ТАХ-ын ажлын гүйцэтгэлийн үнэлгээний систем, ажиллагчдын бодит гүйцэтгэлийн хоорондын уялдаа холбоог тодорхойлов. Cудалгаанаас олж авсан үр дүн нь ТАХ-ын гүйцэтгэлийг хэмжих үр дүнтэй стратеги боловсруулахад туслах төдийгүй энэ чиглэлээр цаашид хийх судалгааны үндэс суурь болох юм. Түлхүүр үг: Гүйцэтгэлийн үнэлгээ, гүйцэтгэлийн үнэлгээний систем, гүйцэтгэлийн шалгуур үзүүлэлт, үр дүнгийн гэрээ.
Хураангуй – Ажиллагчдын оролцооны тухай орчин үеийн чиг хандлага нь компанийн үйл явц эсвэл бодлогын аль нь ажиллагчдыг урамшуулахад тусалдаг төдийгүй байгууллагууд 21-р зууны ажиллах хүчний өөрчлөгдөж буй хэрэгцээнд хэрхэн дасан зохицохоо тодорхойлж байна. Жилээс жилд байгууллагуудын сорилт үргэлжилсээр эдийн засаг сэргэж байгаа нь ажил олгогчид, ажиллагчдын аль алинд илүү их боломжийг бий болгож байгаа юм. Ажиллагчдын оролцооны талаарх мэдээллийг судалснаар ажил олгогчид өөрсдийн ажиллах хүчинд эерэгээр нөлөөлж, улмаар ажиллагчдаа идэвхтэй байлгадаг оролцооны гол хөдөлгөгч хүчинд анхаарал хандуулах болж байна. Судалгаа нь удиртгал, ажиллагчдын оролцооны тухай орчин үеийн чиг хандлага, ажилтны оролцоо, ажиллагчдыг татан оролцуулах талаарх эрдэмтдийн онол, үзэл баримтлал, судлагдсан байдал, оролцооны загварууд, оролцооны хэмжүүрүүд, дүгнэлт, ном зүй гэсэн хэсгүүдээс бүрдэнэ. Энэхүү судалгааг хийхэд баримт бичгийн аргыг түлхүү ашиглан гадаад, дотоодын эрдэмтэн судлаачдын эрдэм шинжилгээний илтгэл, өгүүлэл, ном бүтээлээс ишлэл авч бичсэн. Судлагдсан байдлын судалгааг хийхдээ олон улсад хүлээн зөвшөөрөгдсөн VOS Viewer судалгааны програмыг ашигласан болно. Түлхүүр үг: ажиллагчдын оролцооны орчин үеийн чиг хандлага, ажилтны оролцоо, ажиллагчдыг татан оролцуулах, ажиллагчдын дуу хоолой, оролцооны хэмжээсүүд
