The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah

Abstract

This study conducted in Kota Kinabalu explored the relationship between psychological capital (PsyCap), cultural intelligence (CQ), and service quality (SQ) within the hotel industry. It discovered positive correlations between certain dimensions of Cultural Intelligence (CQ) and psychological capital PsyCap. Notably, cognitive and behavioural Cultural Intelligence CQ dimensions were found to significantly impact service quality (SQ). These findings emphasize the importance of employee attributes in delivering high-quality service. The study suggests tailored training and HR approaches to improve employee effectiveness and service standards, providing valuable insights for hospitality management.