The Cultural Diversity of Human Resources & its Impact on the Quality of Services
Exploratory Study To A Sample Opinions From Workers In
Babylon International Hotel – Baghdad
A Dissertation Submitted
The Council Of The College Of Administration And Economy
University Of Karbala
In Partial Fulfillment Of The Requirements For
The Degree Of Master Of Sciences In Business Administration
By
Mohammed Majoul Shakour Al – Bayati
Supervised By
PROF: Fouad Hamoudi Alattar
Abstract
The Objective of this Study is to Analyze the Phenomenon of Cultural Diversity of Human Resources and its Impact on the Quality of Services through the study problem that Emphasizes the extent of the Organization’s Understanding of the Importance of Cultural Diversity of Human Resources and its Reflection on the Quality of Services by asking a number of Questions to the Variables of study Variables . On a Sample of Human Resources at the Babylon International Hotel . A Sample of 132 People from Different Cultures and Nationalities was Taken . The Hofstede (2001) model was adopted for the dimensions of cultural diversity (distance of authority, avoidance of ambiguity, individual versus collective, masculine vs. feminine and time-shift). The study adopted six dimensions of the quality of service variable (sensitivity, reliability, responsiveness, empathy, safety and efficiency).The study relied on the Questionnaire and a set of Statistical Methods (Standard Deviation, Simple Correlation Coefficient, Simple Regression( The study Concluded with a set of Recommendations, the most Important of which was the existence of a correlation between the Dimensions of the Cultural Diversity of Human Resources and the Quality of Services . The study concluded with a set of Recommendations, namely the need to involve human resources in drawing up long term strategic plans by giving them more Of delegation and powers in the administration
Keywords (Cultural Diversity, Cultural Differences, Human Resources Polarization , Quality Of Service, Competitive Advantage, Customers)
