EMPLOYEE SATISFACTION AND QUALITY IMPROVEMENT IN HOSPITALITY UNITS

Volume 8, Issue 2, April 2024     |     PP. 45-53      |     PDF (176 K)    |     Pub. Date: October 7, 2024
DOI: 10.54647/management630150    26 Downloads     954 Views  

Author(s)

Vasiliki Karioti, Assistant Professor, Department of Tourism Administration, University of Patras
Panagiota Vathi-Sarava, Assistant Professor, Department of Tourism Administration, University of Patras

Abstract
Employees play a key role in the success of businesses. In particular, in hospitality units, the study of job satisfaction is very important as the effort and dedication of the employees are fundamental for customer satisfaction. Moreover, job satisfaction in hospitality units has a direct correlation to the ability of these units to increase guest satisfaction and improve services. The main purpose of this descriptive research study is to examine factors influencing job satisfaction using an online questionnaire. Beyond investigating the level of job satisfaction, this research aims to explore its relationship with specific organizational aspects of hospitality units. To achieve this goal, a series of hypotheses are proposed and tested using various statistical methods.This study examines not only the general factors that influence employee satisfaction but also the emotional dimensions that contribute to a thorough understanding of the workforce in hospitality units. An emotional index has been calculated based on questions related to emotional satisfaction. In conclusion, employee satisfaction is a multidimensional phenomenon with several significant factors. The research analysis revealed that the overall level of job satisfaction among employees is satisfactory.

Keywords
employee satisfaction, hospitality units, factors, emotional dimensions

Cite this paper
Vasiliki Karioti, Panagiota Vathi-Sarava, EMPLOYEE SATISFACTION AND QUALITY IMPROVEMENT IN HOSPITALITY UNITS , SCIREA Journal of Management. Volume 8, Issue 2, April 2024 | PP. 45-53. 10.54647/management630150

References

[ 1 ] Gu, Z., & Siu, R. (2009). Drivers of job satisfaction as related to work performance in Macau casino hotels: An investigation based on employee survey. International Journal of Contemporary Hospitality Management, 21(5), 561-578.
[ 2 ] Jung, H., & Yoon, H. H. (2015). The impact of employees' positive psychological capital on job satisfaction and organizational citizenship behaviors in the hotel. International Journal of Contemporary Hospitality Management, 27(6), 1135-115
[ 3 ] Kong, H., Jiang, X., Chan, W., & Zhou, X. (2018). Job satisfaction research in the field of hospitality and tourism. International Journal of Contemporary Hospitality Management, 30(5), 2178-2194.
[ 4 ] Locke, E. A. (1969). What is job satisfaction? Organizational Behavior and Human Performance, 4(4), 479-493.
[ 5 ] Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnette (Ed.), Handbook of Industrial and Organizational Psychology (1st ed., pp. 1297-1349). Chicago, IL: Rand McNally.
[ 6 ] Robbins, S. P., & Coulter, M. (1996). Management. Englewood Cliffs, NJ: Prentice Hall Inc.
[ 7 ] Spector, P. E. (1997). Job satisfaction: Application, assessment, causes, and consequences (Vol.3). USA: Sage Publications.