Quantitative Data Analysis 5 Essay Example | Topics and Well Written Essays - 1000 words

Quantitative Data Analysis 5 - Essay Example se figures, it may be noted that in general, the participants have not provided a very high rating on any of the questions, rather the average result for most of these questions is an overall â€Å"Fair†, although some aspects rate slightly higher than others. For example, Q5 which rates the facilities in the room gets the highest average rating, while the availability of tourist facilities is ranked the lowest. It may also be noted that on an overall basis 24 respondents have responded in the negative to the question of whether they are satisfied overall with the quality of service, which is about 48% of the sample. One important aspect to be tested in this survey on quality is the extent to which the levels of service available meet the expectations of the respondents. The quality of service is said to be the gap between customer expectations and the actual performance they receive. (Parasuraman et al, 1994; Tsang and Qu, 2000). Therefore, it is this aspect that will determine whether or not the four star hotels are delivering the levels of quality of service that are expected. Q8 tests the extent to which front desk services met the expectations of the participants, Q 9 tests the quality of the room and Q10 tests the quality of housekeeping services. As demonstrated above, only a few respondents have accorded a rating of 4, in terms of the level of service meeting their expectations. Most respondents rate this variable between 2 and 3, although one respondent gives it a very negative ranking of 1. As shown above, there are a higher percentage of respondents who appear to have accorded this variable a favorable ranking of 3 to 4. None of the respondents ranks this as low as 1, while there are only a few who have ranked this variable at 2. Therefore, on an overall basis, it appears that the facilities in the room have tended to meet the expectations of customers fairly favorably. In this case, a greater percentage of respondents have ranked this at 2 or 3,

Literature Review - Transformational Leadership Essay

Literature Review - Transformational Leadership - Essay Example In his discussion on political leaders, Burns defined transformational leadership as a process wherein leaders and followers mutually â€Å"promote each other to higher levels of morality and motivation (Jandaghi Matin & Farjami, 2009, p. 211). Another definition identifying transformational leadership as a process is that of Bass (1998) who described transformational leadership not as a characteristic but as a process wherein one person creates a link with another person, thereby establishing a connection that helps increase the level of motivation and morality, both for the leader and for the follower. Two elements appear common to these definitions, that of citing morality as the motivation for behavior, and the strong personal relationship between leader and follower, or between persons, as the source of that motivation. According to Barker (2001), leadership is: (1) a process not specifically a function of the person in charge, but a function of individual wills and needs addre ssed by the dynamics of the collective will; (2) a process of adaptation and of evolution, a deviation from convention involving the dynamic exchange and interchange of value; and (3) a process of energy, not structure. Leadership and change therefore go hand in hand; they are the two most important, yet most problematic elements of organizational behavior (Burnes & By, 2011). Leadership is concerned with bringing about transformational change. The fundamental differences between managers and leaders: †¢ Managers can be dismissed from their jobs for breaking rules; leaders can be dismissed for not breaking the rules when it is called for. †¢ Performance measures against which managers are evaluated are clear and short-term; criteria for judging leaders are more vague and long-term. Transformational v transactional leadership The study by Jiao, Richards and Zhang (2011) observed that transformational leaders and transactional leaders are often viewed in juxtaposition and th erefore contrasted against each other. However, there are successful leaders whose style and approach applies both transactional and transformational leadership principles. Transactional leadership is described as a process whereby followers perform assigned tasks in accordance with the leader’s instructions in contemplation of rewards and praise, while leaders ensure that the promised remuneration or praise, together with the resources necessary to complete the task, are given as promised. The deal becomes a quid-pro-quo, a give-and-take with each party working towards their own self-interest. Transformational leadership, however, involves profound change, wherein the leaders raise their followers’ awareness of the value and importance of specified outcomes, and suggest ways by which the follower may attain these outcomes. Leaders influence their followers and motivate them with a moral purpose, so that they transcend their personal interests and work for the collecti ve benefit, in the process fulfilling a higher order need. When the two (i.e., transactional and