Adoption of Computer-Based Training in the Hong Kong Hotel Industry Patrick Chung-Yin

Adoption of computer-based training in the Hong Kong hotel industry by Patrick Chung-Yin Lee Submitted for the degree of Doctor of Business Administration School of Management University of Surrey February 2012 © Patrick Chung-Yin Lee 2012 ProQuest Number: 27606630 All rights reserved INFORMATION TO ALL USERS The quality of this reproduction is dependent upon the quality of the copy submitted. In the unlikely event that the author did not send a com plete manuscript and there are missing pages, these will be noted. Also, if material had to be removed, a note will indicate the deletion. uest ProQuest 27606630 Published by ProQuest LLO (2019). Copyright of the Dissertation is held by the Author. All rights reserved. This work is protected against unauthorized copying under Title 17, United States C ode Microform Edition © ProQuest LLO. ProQuest LLO. 789 East Eisenhower Parkway P.Q. Box 1346 Ann Arbor, Ml 48106- 1346 Abstract Training has grown into one of the most critical success requirements in a highly competitive global marketplace. Increased emphasis on human resources effectiveness is one of the reasons. Despite the growing availability of technology, the American Society for Training and Development revealed that the majority of the training conducted still used the traditional classroom-based and instructor-led method. Technology is less used. To provide high-quality service, hotel properties must train their employees. Traditional classroom and one-on-one training are the common options. It is unpredictable how long the Hong Kong hotel industry can take complete advantage of computer-based training (CBT). The aim of this study is to determine if CBT has been adopted and is planned to be adopted in the Hong Kong hotel industry. Data are collected by using questionnaire and the target sample consists of executives and managers of 108 hotels which are on the membership list of the Hong Kong Hotels Association. The response rate is 19.18%. In the Hong Kong hotel industry, computer-based training has not been fully and appropriately adopted and is not planned to be used in the near future. The current scale of training programmes is positive. Classroom training and on-the-job training are still commonly adopted. Training materials, background of participants and results achieved are factors influencing the training approaches adopted. Costs cannot be ignored while buy-in from employees and their computer competencies are also important. Managers have positive attitudes towards computer-based training and appreciate the related benefits. However, the future of computer- based training in the Hong Kong hotel industry is uncertain since only 10% of respondents can guarantee the amount of a CBT budget and the willingness to adopt computer-based training in the near future. Blended learning is recommended which means the combination of computer-based training and classroom training in the hotel. List of Tables 3.1 Likely Correspondence between Main Epistemologies and Methods in the Social Sciences 3.2 Research Methodologies mapped against Epistemologies 3.3 Profile of Expert Panel Member 3.4 Cronbach's Alpha of Reliability Test 3.5 Concepts of Literature Review for Questions of Questionnaire 4.1 Crosstabulation between Minimum Training Hour and Number of Guestroom 4.2 Crosstabulation between Minimum Training Hour and Average Room Rate 4.3 Crosstabulation between Minimum Training Hour and Number of Staff 4.4 Crosstabulation between Minimum Training Hour and Star Level 4.5 Case Summary of Current Training Practices 4.6 KMQ and Bartlett's Test for Factor Analysis (Current Training Practices) 4.7 Total Variance Explained for Factor Analysis (Current Training Practices) 4.8 Component Matrix for Factor Analysis (Current Training Practices) 4.9 Rotated Component Matrix for Factor Analysis (Current Training Practices) 4.10 Rotated Component Matrix after Deletion for Factor Analysis (Current Training Practices) 4.11 Total Variance Explained after Rotation and Deletion for Factor Analysis (Current Training Practices) 4.12 Factor Analysis with Varimax Rotation and Reliability Analysis (N = 145) 4.13 Test of Homogeneity of Variances on Current Training Practices (Number of Guestroom) 4.14 ANQVA on Current Training Practices (Number of Guestroom) 4.15 Robust Tests of Equality of Means on Current Training Practices (Number of Guestroom) 4.16 Test of Homogeneity of Variances on Current Training Practices (Average Room Rate) 4.17 ANQVA on Current Training Practices (Average Room Rate) 4.18 Robust Tests of Equality of Means on Current Training Practices (Average Room Rate) 4-19 Test of Homogeneity of Variances on Current Training Practices (Number of Staff) 4.20 Robust Tests of Equality of Means on Current Training Practices (Number of Staff) 4.21 Test of Homogeneity of Variances on Current Training Practices (Number of Staff) 4.22 ANOVAon Current Training Practices (Number of Staff) 4.23 Robust Tests of Equality of Means on Current Training Practices (Number of Staff) 4.24 Test of Homogeneity of Variances on Current Training Practices (Star Level) 4.25 ANOVA on Current Training Practices (Star Level) 4.26 Robust Tests of Equality of Means on Current Training Practices (Star Level) 4.27 Test of Homogeneity of Variances on Current Training Practices (Star Level) 4.28 ANOVAon Current Training Practices (Star Level) 4.29 Robust Tests of Equality of Means on Current Training Practices (Star Level) 4.30 Case Summary of Current Training Practices 4.31 Crosstabulation between Training Budget and Number of Guestroom 4.32 Crosstabulation between Training Budget and Average Room Rate 4.33 Crosstabulation between Training Budget and Number of Staff 4.34 Crosstabulation between Training Budget and Star Level 4.35 Case Summary of Current Training Practices 4.36 KMQ and Bartlett's Test for Factor Analysis (Current Training Practices) 4.37 Total Variance Explained for Factor Analysis (Current Training Practices) 4.38 Component Matrix for Factor Analysis (Current Training Practices) 4.39 Rotated Component Matrix for Factor Analysis (Current Training Practices) 4.40 Rotated Component Matrix after Deletion for Factor Analysis (Current Training Practices) 4.41 Total Variance Explained after Rotation and Deletion for Factor Analysis (Current Training Practices) 4.42 Factor Analysis with Varimax Rotation and Reliability Analysis (N = 145) 4.43 Test of Homogeneity of Variances on Current Training Practices (Number of Guestroom) 444 ANOVAon Current Training Practices (Number of Guestroom) 445 Robust Tests of Equality of Means on Current Training Practices (Number of Guestroom) 446 Test of Homogeneity of Variances on Current Training Practices (Average Room Rate) 447 ANOVA on Current Training Practices (Average Room Rate) 448 Robust Tests of Equality of Means on Current Training Practices (Average Room Rate) 449 Test of Homogeneity of Variances on Current Training Practices (Number of Staff) 4.50 Robust Tests of Equality of Means on Current Training Practices (Number of Staff) 4.51 Test of Homogeneity of Variances on Current Training Practices (Number of Staff) 4.52 ANOVAon Current Training Practices (Number of Staff) 4.53 Robust Tests of Equality of Means on Current Training Practices (Number of Staff) 4.54 Test of Homogeneity of Variances on Current Training Practices (Star Level) 4.55 ANOVAon Current Training Practices (Star Level) 4.56 Robust Tests of Equality of Means on Current Training Practices (Star Level) 4.57 Test of Homogeneity of Variances on Current Training Practices (Star Level) 4.58 ANOVAon Current Training Practices (Star Level) 4.59 Robust Tests of Equality of Means on Current Training Practices (Star Level) 4.60 Case Summary of Current Training Practices 4.61 Case Summary of Mean of Percentage of Training Methods Currently Adopted 4.62 Test of Homogeneity of Variances on Percentage of Training Methods Currently Adopted (Number of Guestroom) 4.63 ANOVA on Percentage of Training Methods Currently Adopted (Number of Guestroom) 4.64 Robust Tests of Equality of Means on Percentage of Training Methods Currently Adopted (Number of Guestroom) 4.65 Test of Homogeneity of Variances on Percentage of Training Methods Currently Adopted (Number of Staff) 4-66 ANOVA on Percentage of Training Methods Currently Adopted (Number of Staff) 4.67 Robust Tests of Equality of Means on Percentage of Training Methods Currently Adopted (Number of Staff) 4.68 Test of Homogeneity of Variances on Percentage of Training Methods Currently Adopted (Average Room Rate) 4.69 ANOVA on Percentage of Training Methods Currently Adopted (Average Room Rate) 4.70 Robust Tests of Equality of Means on Percentage of Training Methods Currently Adopted (Average Room Rate) 4.71 Test of Homogeneity of Variances on Percentage of Training Methods Currently Adopted (Star Level) 4.72 ANOVAon Percentage of Training Methods Currently Adopted (Star Level) 4.73 Robust Tests of Equality of Means on Percentage of Training Methods Currently Adopted (Stare Level) 4.74 Crosstabulation between Preference on On-the-job Training and Number of Guestroom 4.75 Crosstabulation between Preference on Computer-based Training and Number of Guestroom 4.76 Crosstabulation between Preference on Classroom Training and Number of Guestroom 4.77 Test of Homogeneity of Variances on Preferences on Training Methods (Number of Guestroom) 4.78 ANOVAon Preferences on Training Methods (Number of Guestroom) 4.79 Robust Tests of Equality of Means on Preferences on Training Methods (Number of Guestroom) 4.80 Test of Homogeneity of

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