Impact of organizational culture on growth of customer base in hotel industry: (with special reference to Trincomalee District)

Abstract

The tourism industry in Sri Lanka is getting more significant development in recent years. Consequently, hotel industry has taken new entrance and considered as a mode of foreign income therefore background of the research is identified in accordance with the development of tourism industry. This research intended to carry out the identification and an analysis of the characteristics of organizational culture on growth of customer base in hotel industry by giving the special reference to Trincomalee District. The research problem of the study was identified in hotel industry with the growth of customer base in Trincomalee district. Therefore, it is focused whether characteristics of organizational culture have impacts or not on the growth of customer base in hotel industry in Trincomalee district Seven primary characteristics have been identified such as innovation and risk taking, attention to detail, outcome orientation, people orientation, team orientation, aggressiveness, and stability within the scope of this study. 15 hotels in Trincomalee District were selected for data collection by using questionnaires and interviews based on random sampling techniques. The objectives of the study were to identify the existing degree of organizational culture, the relationship between those, the contribution of each character, and identifying the most critical factor.