Abstract

Author:
George Kankam Jnr., Linda Quagraine, Nana Akosua. O. Aseidu

Doi: 10.26480/mbmj.02.2022.70.76

This is an open access article distributed under the Creative Commons Attribution License CC BY 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited

The study seeks to investigate how locus of control, self-efficacy and job involvement influence service quality in the hospitality industry in Ghana. The study proposed that in the context of hospitality industry (1) locus of control mediates the effects of job involvement and self-efficacy, and (2) locus of control either fully or partially mediates the effects of job involvement and self -efficacy. Data were collected from four selected hotels in Ghana using purposive sampling technique. The SPSS Version 19.0 was used to analyze the Variance Inflation Factor (VIF) while correlation matrix and regression analysis was used to examine the relationship between the four main variables. Again, simple mediation model (Preacher-Hayes) was used to access the mediation effect on the variables. The results of a path analysis supported the mediation effects of service quality on the relationship between locus of control and self-efficacy. However, the results again support the mediation effects of locus of control on the relationship between service quality, self-efficacy and job involvement. This study concluded that business owners should arrange models for human resource development such as training, consulting and coaching for employees in the hospitality sector.