The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia.
Many organizations in the hotel industry face difficulties in retaining employees since they are unable to identify the factors that contribute to both employee satisfaction and loyalty. This study, covers 13 satisfaction variables and 3 loyalty variables. Employment tenure, employee future plan wi...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English English |
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Canadian Center of Science and Education
2009
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| Online Access: | http://psasir.upm.edu.my/id/eprint/17241/ http://psasir.upm.edu.my/id/eprint/17241/1/The%20linkage%20of%20employee%20satisfaction%20and%20loyalty%20in%20Hotel%20Industry%20in%20Klang%20Valley.pdf |
| _version_ | 1848843187221692416 |
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| author | Abdullah, Rahman Abdul Karim, Noraida Abdul Patah, Mohd Onn Rashidi Zahari, Harnizam Sekharan Nair, Gopala Krishnan Jusoff, Kamaruzaman |
| author_facet | Abdullah, Rahman Abdul Karim, Noraida Abdul Patah, Mohd Onn Rashidi Zahari, Harnizam Sekharan Nair, Gopala Krishnan Jusoff, Kamaruzaman |
| author_sort | Abdullah, Rahman |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Many organizations in the hotel industry face difficulties in retaining employees since they are unable to identify the factors that contribute to both employee satisfaction and loyalty. This study, covers 13 satisfaction variables and 3 loyalty variables. Employment tenure, employee future plan with the company, and recommending employment in the company would be taken as the 3 loyalty indicators in this study. This study sought to identify factors which could lead to increased tenure, in addition, any linkage between employee satisfaction and employee loyalty was investigated. In order to do that, a business model, called the Service Profit Chain was used and applied in hotels in the Klang Valley area in Malaysia. A portion of the model that measures employee satisfaction and employee loyalty was adopted for this study. The findings indicate the existence of a correlation between employee satisfaction and employee loyalty. Four of the thirteen satisfaction variables, namely, relationship with supervisor, recognition and rewards, working conditions, teamwork and cooperation showed the strongest correlation with the three loyalty variables afore mentioned. It is hoped that the findings could be used by managers in the service industries in developing effective employee training programmes by placing emphasis on the four satisfaction variables which correlated strongly with the three loyalty variables. However, since the sample of this study comprises only the front line employees, it is hoped that a future extended study would be carried out which would include the back of the house staff as well. If the findings are similar, then the theories of employee satisfaction and loyalty would apply equally to the entire hotel staff and this would greatly assist hotels in organizing uniform, effective and cost saving training programmes for all the staff to increase the level of employee satisfaction and loyalty for the mutual benefit of the employee and the organization.
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| first_indexed | 2025-11-15T08:11:02Z |
| format | Article |
| id | upm-17241 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-15T08:11:02Z |
| publishDate | 2009 |
| publisher | Canadian Center of Science and Education |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-172412015-12-01T06:24:56Z http://psasir.upm.edu.my/id/eprint/17241/ The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia. Abdullah, Rahman Abdul Karim, Noraida Abdul Patah, Mohd Onn Rashidi Zahari, Harnizam Sekharan Nair, Gopala Krishnan Jusoff, Kamaruzaman Many organizations in the hotel industry face difficulties in retaining employees since they are unable to identify the factors that contribute to both employee satisfaction and loyalty. This study, covers 13 satisfaction variables and 3 loyalty variables. Employment tenure, employee future plan with the company, and recommending employment in the company would be taken as the 3 loyalty indicators in this study. This study sought to identify factors which could lead to increased tenure, in addition, any linkage between employee satisfaction and employee loyalty was investigated. In order to do that, a business model, called the Service Profit Chain was used and applied in hotels in the Klang Valley area in Malaysia. A portion of the model that measures employee satisfaction and employee loyalty was adopted for this study. The findings indicate the existence of a correlation between employee satisfaction and employee loyalty. Four of the thirteen satisfaction variables, namely, relationship with supervisor, recognition and rewards, working conditions, teamwork and cooperation showed the strongest correlation with the three loyalty variables afore mentioned. It is hoped that the findings could be used by managers in the service industries in developing effective employee training programmes by placing emphasis on the four satisfaction variables which correlated strongly with the three loyalty variables. However, since the sample of this study comprises only the front line employees, it is hoped that a future extended study would be carried out which would include the back of the house staff as well. If the findings are similar, then the theories of employee satisfaction and loyalty would apply equally to the entire hotel staff and this would greatly assist hotels in organizing uniform, effective and cost saving training programmes for all the staff to increase the level of employee satisfaction and loyalty for the mutual benefit of the employee and the organization. Canadian Center of Science and Education 2009 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/17241/1/The%20linkage%20of%20employee%20satisfaction%20and%20loyalty%20in%20Hotel%20Industry%20in%20Klang%20Valley.pdf Abdullah, Rahman and Abdul Karim, Noraida and Abdul Patah, Mohd Onn Rashidi and Zahari, Harnizam and Sekharan Nair, Gopala Krishnan and Jusoff, Kamaruzaman (2009) The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia. International Journal of Business and Management Science, 4 (10). pp. 152-160. ISSN 1833-8119 http://ccsenet.org/journal/index.php/ijbm/article/view/3961/3501 Hotels - Employees - Job satisfaction - Malaysia - Case studies. Hotels - Consumer satisfaction- Malaysia - Case studies. Employee loyalty. English |
| spellingShingle | Hotels - Employees - Job satisfaction - Malaysia - Case studies. Hotels - Consumer satisfaction- Malaysia - Case studies. Employee loyalty. Abdullah, Rahman Abdul Karim, Noraida Abdul Patah, Mohd Onn Rashidi Zahari, Harnizam Sekharan Nair, Gopala Krishnan Jusoff, Kamaruzaman The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia. |
| title | The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia. |
| title_full | The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia. |
| title_fullStr | The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia. |
| title_full_unstemmed | The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia. |
| title_short | The linkage of employee satisfaction and loyalty in Hotel Industry in Klang Valley, Malaysia. |
| title_sort | linkage of employee satisfaction and loyalty in hotel industry in klang valley, malaysia. |
| topic | Hotels - Employees - Job satisfaction - Malaysia - Case studies. Hotels - Consumer satisfaction- Malaysia - Case studies. Employee loyalty. |
| url | http://psasir.upm.edu.my/id/eprint/17241/ http://psasir.upm.edu.my/id/eprint/17241/ http://psasir.upm.edu.my/id/eprint/17241/1/The%20linkage%20of%20employee%20satisfaction%20and%20loyalty%20in%20Hotel%20Industry%20in%20Klang%20Valley.pdf |