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Factors affect employees satisfaction
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Chapter 1
INTRODUCTION
1.1 Background of the study
To achieve consistent and high quality of service across all departments within the hotel
industry at the same time to be able to revamp, attract and retain talented employees to
constantly meeting and exceeding the changing needs of guests expectation are the
challenges face by hotel and resort operator in todays environment. This paper intends to
examine the issues addressing factors leading to employees satisfaction resulting to their
satisfaction with the company and in turn, management able to retain these talents through
various incentives within the hotel organization in the Vietnam context. Incentives such as
good performance bonuses and adjustment in salaries are just one of the few strategies
practised in the present industry; however, this method is no longer the main determining
factors to retain these well qualified, knowledgeable and skilled employees, the paper intended
to look into more up-to-date factors that able to motivate and further engage these employees,
as the new approaches. With more young generation Vietnamese entering the workforce,
these younger generations are looking for more than just the basic nice working environment
with basic salary. These younger generations are going after their passions and interests in the
workplace. Thus, satisfying these generations by meeting and matching their passions and
interest in the workplace is very much crucial, this approach can lead to motivate them to stay,
keeping the motivation high leading to them very much productive and producing quality
service in the workplace.
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Satisfied employees are ones who want to stay with the organization, develop positive working
attitude, constantly seeking and speaking positively about the company in a way acting as the
company mouth piece or ambassador to other colleagues, friends, family and guests. Satisfied
employees are motivated, performed better and are pillars to contribute to the success for the
company.
The purpose of this research is to look into the various factors contributing to employees
satisfaction. To have further insight on the employees satisfaction, the survey approaches is
adopted and conducted onto these employees. The research intended to find direct
relationship between labour management in Vietnam leading to employees satisfaction and
retention. Therefore, is very much hope so that this research finding could assist the
management in managing their employees welfare better leading to the employees
satisfactions resulting in delivering better service to guests, thus guest are more satisfied.
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1.2 Statement of the problem:
How the resort could provide its associate better work environment as to promote employees
satisfaction leading to quality of service.
Employee productivity is very important to every organization, when the valuable employees
are lost, the skill and experiences acquire and maintain customers will also gone, therefore will
affect the hotel revenue, whether it is Front Office department, Housekeeping Department, F
and B department or any function department in the hotel. Hence, as Gronfeldt and Strother
(2006, pg 234), higher productivity translate to low cost while better products and services can
be deliver to customers.
The most recent recession in 2009 create the high unemployment rate globally. Moreover, it
affected to the number of tourists, and the most suffer was the high class of tourism such as
four and five star hotel and resort which lead to the low occupancy in the resort, especially the
new opening.
The turnover rate is still getting high as the upcoming other new coming property in the region.
So the Human Resource managers are having problem to remain the existing staffs and
replace those who left. Thus, making manpower extremely stretched and productivity greatly
affected.
-Besides recruiting suitable employees replacing the position, the resort also try to retain
valuable staffs, equip the existing staffs and new staffs with proper skills, conduct training
continually, and understand their need and one in order to keep them in organization. All is
needed in order to provide better service quality, customers satisfaction and employee
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satisfaction, as these are integral part of the equation of productivity (Schermerhorn, 1993,
pg136).
The newly resort face the common issues on employee productivity. Problems are such as:
lack of staff, low business volume, customer feedback of poor service and head count freeze
on not recruiting new staffs at the moment, among others are presently faced by them. The
problem mentioned about is the motivation for researcher to do this study; aim to determine
the employees satisfaction perception in term of Hiring Process and Selection, Salary and
Benefit, Leadership. The analyzing specially discusses the following:
-The relationship between Hiring and Selection to employees satisfaction in newly resort
operating.
-The relationship between Salary and Benefit to Employees satisfaction in newly resort
operating
-The relationship between Leadership and employees satisfaction in newly resort operating
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1.3 Significance of the study:
The study research is on the relationship among the management team and employees, which
could affect the whole picture in operation within a company. Employees who are happy and
satisfied with their job will perform better at the same time (Juliane, Kuballa 2006). Moreover,
satisfied employees are more motivated to perform better as they forecast that provide high
quality of service to customers, (Juliane Kuballa,2006). The motivation behind the research
Linking Customer and Employee Satisfaction to the bottom line was the belief that
employee satisfaction influenced employee productivity, absenteeism, and retention. In the
early 1980s, an additional issue arose: the influence of employees satisfaction on customers
satisfaction in predominantly service oriented setting, (Derek R.Allen & Morris Wilburn, 2002).
Disregarding employees satisfaction is to risk some highly negative consequences, such as
inability to retain valuable employees or to recruit desired talent. Job satisfaction manifests
itself in different ways in different people.
Whether job satisfaction is high or low depends on a number of factors including: how wells a
employees need and wishes are met through work, working condition, the way in which an
individual defines himself or herself through work, and individual personality. A suitable and
effective labour management method could remain employees and create more loyalty
employees. It believes that the goals of improved customer satisfaction and productivity are
dependent upon, or at least related to employees satisfaction and he state that if through
empowerment to improve employee satisfaction, then we believe they will improve productivity
and customers satisfaction (Potterfield, Thomas A, 1954). Through the analyzing, it could be
experienced that the more employees satisfaction, the more add value to the company from
employees as well as customers.
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1.4 Theoretical framework:
IV DV
IV: Independent Variables
DV: Dependent Variable
Figure 1: Theoretical framework
Hiring the right people for right job, right position is very important to hotel profitability, put a
right person to right job will help to develop the productivity. While people do the job that they
like, they could create self motivation to complete the job well, and also the motivation and
interest keep going day by day. As consequence, the service given and attitude by staff
delivery to customers as high quality. Moreover, staffs are satisfied with the job that they are
doing, they are willing to learn more as to have improvement in their job. Once, there is a
satisfaction that hotel can get from associates.
Salary and Benefit are one of the most sensitive issues that employees think of during work. If
the monthly salary and benefit that employees get every month match or exceed their
expectation, they staffs would be very happy. The happiness creates the motivation for staffs
during the next month of working. On the other hand, if the monthly salary and benefit that
Hiring Process and
Slection
Leadership
Salary and benefit Employees satisfaction
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staffs got was not match what they had contributed to the company, they would feel upset and
lost interest in job. Once, staffs are not happy in daily work, the productivity is very low. Hence,
Salary and Benefit are considered one of the important factors that have the direct impact to
employees satisfaction.
Steve Jobs- Chief executive officer, Apple state that Nobody wants to work for someone they
cant learn from. So its clearly show the important role of leadership in the success of the
company. If the employees work under a good manager or supervisor, they can learn from
manager from day by day job. This could create motivation for employees at work, they are not
only doing job, and they also learn to improve themselves in term of job skills and soft skills.
Moreover, a good manager also understands and could give useful advice for employees in
order to done the job well. All the role of good manager in term of job supervision,
communication or listening to staffs ideas could satisfied the employees.
1.5 Hypothesis:
H1: There is a relationship between Hiring process and employees satisfaction
H2: There is a relationship between Salary, benefit and employees satisfaction
H3: There is a relationship between Leadership and employees satisfaction
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Chapter II
Literature review
2.1 Employees satisfaction:
Internal quality refers to drives or yields that produce employee satisfaction. Internal quality
refers to all things in employees working environment that contribute to his or her satisfaction.
Anything that makes employees feel wanted and appreciated, that makes easier and more
interesting or making work environment safer and cleaner and more comfortable will contribute
to internal quality and generate greater employees satisfaction.( Gronfeldt and Strother, 2006,
p234). A number of studies had found a relationship between employees satisfaction and
productivity by Iaffaldano and Munchinsky, Petty, McGee, and Cavender. On the other hand,
this relationship may be partly attributable to causation that productivity may influence
employee satisfaction, as mentioned in Allen and Wilburns (2002, page 18-31) research on
the mention of employee satisfaction.
In Bulgarellas study (2005, pg3), she found that employees who interact with customers are
able to develop awareness and respond to customers goals and needs, Satisfied employee
have the motivation to delivery effect and care to customers. Satisfied employees are
empowered employees and have the resources, training and responsibly to customers needs
and demands. Satisfied employees have high energy and willingness to deliver good services
and a more positive perception of the service/ products provided. Satisfied employees could
provide customers the adequate explanation for the undesirable outcome. In addition, satisfied
employees have enough emotional resources to show empathy, understanding, respect and
concern to customers.
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Employee satisfaction can be measured when managers set clear performance targets for
their employees, and grade their performance by these targets, implemented well, work and
life flexibility and out-come based performance management can be powerful tools. Beside
that a humanized working conditions not only increase productivity and profits to the
company, but also increase the self-esteem for employees. Topolosky(2000,p29). Hence, for
every $1 invested in work-life program, the organizations reap an average return of $1.28 in
term of increasing productivity alone. When reduced turnover was taken into account, the
return on investments have risen to $1.68 for every $1 and employees will be more productive
and focus at work.(MOM, 2005,pg 12,13,14,15)
According to Mr. Donald Hay whichever way you look at it, the key to success are our people.
If we can appreciate our people and utilize their skill, they will support us (Raymond J
Store,(2005)). Employees are not stupid, they quickly learn to exhibit the behavior that they
know will be recognized and rewarded by the management. Linking employee contributions
and rewards also ensures that the organization gets maximum values for it compensation
dollar. Raymond J Store,(2005).
Stephen Robbins stated:No matter how motivated an employee is, his or her performance is
going to suffer if there isn't a supportive work environment." (Stephen Robbins). Success
comes through people. If you understand what motivates people, you have at your command
the most powerful tool for dealing with them to get them achieved extraordinary results."When
companies are effective in satisfying their employees, employees stay longer, make a deeper
commitment to the business, recommend ways to improve the company's products and
services, and work harder to satisfy the customer.(Vadim Kotelnikov,2010). Hence, its clearly
show the important role of employee to productivity and attitude to customers.
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Larkin (2009) shared that an engaged employee is not only happy in their job through, but
translate its satisfaction to in to productivities. In order to success and maintain the success of
any business, its not only taking care of external customers, its also internal customers which
are employees. Hallowell and Schlesinger (1996) state that element of internal service quality
include work design, employee selection, reward and recognition system, training, policy and
procedureInternal service quality is inherently situational in that any number of its different
maybe more or less important in different organization at different times.
Other study show that unhappy employees are less productive and more likely to have higher
absence rate, satisfied employees are more productive, innovative and loyal, increase in job
satisfaction lead to increase employee morale, which lead to employees satisfaction and
productivity, and employees satisfaction lead to customers retention.( Graham,1996) In
Sharpe and Arsenaults(2008,pg11) research , they supported that human capital reflects the
quality of the labor input that its have a direct positive to productivity.
Stuart Bruchey state that It is likely that a study of satisfaction to performance at the
organizational level would show that organizations that have more satisfied employees are
more productive and profitable than organizations whose employees are less satisfied (Stuart
bruchey,2000). According to Sarah Cook (2008) employee engagement is a key driver of
business success. When asked which measurements give the best sense of a companys
health in a Business Week advice column, former GE Chairman and CEO Jack Welch replied:
Employee engagement first. It goes without saying that no company, small or large, can win
over the longrun without energized employees who believe in the mission and understand how
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to achieve it. Thats why you need to take a measure of employee engagement at least once a
year through anonymous surveys in which people feel completely safe to speak their minds.
Figure2: The service-profit chain ( Sarah Cook 2008)
As Sarah Cook, the internal service that the management team gives employees link to the
profit and growth of the organization.
Therefore, through the various literatures, the determinants related to employees satisfaction,
such as, leadership, recognition and reward, pay and benefit, working condition,
communication, cooperation and relationship with supervisors are taken consider for this
analyzing.
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2.2 Hiring process and Selection:
Some previous study have found that formal orientation can achieve significant cost savings by
reducing the anxieties of new employees and fostering positive attitudes, job satisfaction and a
sense of commitment at the start of the commitment relationship. Thus, orientation reduces the
likelihood of new employees quitting before they feel bonded to the organization. Most labor
turnover( particularly at the operator levels) occur at the first six months of employment, so
helping new employees feel part of the organization, can reduce labor turnover costs and
improve organizational profitability and competitiveness. However, the orientation programs
must be well planed conducted and evaluated. The HR manager should remember that
orientation is likely to be more successful if it is done over period of time so the new
employees is not overloaded with information, it involves a combination of learning styles and it
begins immediately, Raymond J Store,(2005).
Another powerful tool that managers could use in employees satisfaction is personal
development (Jensen, Mc Mullen, Stark, 2007, pg181) as employees are concerned about
their opportunity and growth as offering a fulfilling, a long term career with the organization is
one of the reason so many employees stay with the organization, and pay is another factor
that make employees leave their employer.
2.3 Salary and Benefit:
Money plays a complex role in employee motivation. It is instrumental in satisfying employee
needs because it facilitates the purchase of food, shelter and clothing and provides the means
pursue leisure activities. Money can also serve as a simple of achievement, recognition and
status. It acts as a message from the organization to employee about how much it value to the
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organization. Employees compare money earned to determine how they rank, the result of
suck ranking can affect employee satisfaction and performance. Raymond J Store,(2005).
American whiz-kid billionaire, Mark Cuban says: Money is a scoreboard where you can rank
how you are doing against other people. (Raymond J Store,(2005).
Compensation is what employees receive in exchange for their work. Includes pay and benefit
(total compensation) or just pay (cash compensation).Compensation is one of the most
important Human Resource Managing activities. It can help to reinforce the organizations
culture and key values and facilitate the achievement of its strategic business objective. Within
many company, the intent of compensation or pay programs is to increase an employees
understanding of how performance relate to pay and improves organizational result. If
compensation strategies are successful, employees might not only improve on their personal
financial situation but also increase their sense of worth and consequently their level of
confident, self-esteem and satisfaction, (Stuart Bruchey,2000).
Employee benefits package such as tuition reimbursement, paid leaves policies (bereavement,
examination, etc.), paid personal time off, enhances health insurance, retirement plans, paid
vacations/ holidays and overtime multiplier that are competitive and attractive would increase
employee satisfaction. Giving long-service awards, visit/send card to sick employees, etc
would also engender employee satisfaction. Acknowledging employees for excellence among
their peers through an announcement in the company newsletter, an employees recognition
and rewards also serve to enhance a sense of satisfaction. Similarly, recognition and rewards
that are given fairly and adequately according to job performance have a positive effect on
employees satisfaction. Ongoing feedback about performance from superiors in the form of
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praise/ recognition also tends to stimulate employee satisfaction. Employees are also more
satisfied with the flexible benefit options. (Lai wan, 2010)
2.4 Leadership:
Kouzes, J., and Posner, B. (2007) stated that leadership is the process of social influence in
which one person can enlist the aid and support of others in the accomplishment of a common
task."Definitions more inclusive of followers have also emerged. According to Bernard M.
Bass, leadership can be defining as an interaction between two or more members ofan age
group that often involves a structuring or restructuring. Bass also believed that the study of
leadership parallels the rise of civilization. He wrote: Leadership has been seen as the focus of
group processes, as personality attribute, as the art of inducing compliance, as an exercise of
influence, as a particular kind of act, as a form of persuasion, as a power of relation, as an
instrument in the attainment of goals, as an effect of interaction, as a differentiate role, and as
the initiation of structure. This definition covers a complex set of circumstances that includes
the psyche of the period, the economic situation, and the structure of the culture. In other
words, leadership transcends all boundaries and is an instrumental part of the evolution of
society, human development and organizational progress.(Mitchell R. Waite, 2008)
Ferris, Rosen, Barnum (1995, pg586-587) state that human resource management research
had found that proactive leadership and direction from the CEO level can achieve respect and
high levels of employee satisfaction, motivation and investing in leadership dimension such as
communicating, empowering, facilitating, coaching, among others. In Gronfeldt and Strothers
(2006,-234) service related research, they found that if employees feel the values of the
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corporate culture are worthwhile and beneficial to his or her interests, they will become more
satisfied and loyal.
Nimmo(1979) discovered that in service related organization employee satisfaction could be
direct varied by altering the management style of the organization or the selection of
supervisor with differing communication style. For example, if the communicating of supervisor
or manager style is top to down communicating (which not much interaction, just commanding,
listen and following, discourage questioning) or the bottom up approach( interactive,
encourage, concern with employee satisfaction) affected to employees satisfaction shows and
in turn increase workers productivity.
As discuss by Dan McCaethy(2009) a motivating environment is when people are pushing
themselves harder than any boss could ever push them. Its when people are giving it their all
when no one is watching and no one may ever know. They are giving 110% because they
want to, not because they have to. Therefore, to create a positive working environment, a
manager must first let their team members know what is expected of them. This mean they
have to establish specific performance standards, set goals, set deadline and communicate
these expectation clearly. (the Manager guide,UK)
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Chapter 3
RESEARCH METHODOLOGY:
3.1 Research design
Research is the process in which measurements are taken of individuals or organizations. The
collected data are analyzed and interpretation to the topic of the research. Methodology is the
guide and procedure to system the study, therefore, the analyzing and designing of the study
are followed a structure. There are various methodologies used to approach a study topic,
carry out the procedure and determine the research topic a acceptable quality.
The purpose of the research is to find out the impact of independent variables on dependent
variables. According to Saunders, Lewis, & Thornhill (2009) and Peak (1966), hypothesis
testing usually explains the nature of certain relationship among groups or the independence
of two or more factors in a situation.
According to (Mark Sauders, Philip Lewis, Adrian Thornhill, 2007) and (Yin 2003), there are 7
research strategies that could be used for exploratory research: experiment, survey, case
study, action research, grounded theory, ethnography, archival research. In this analyzing,
survey methodology is considered as the most appropriate method to examine the topic.
Survey is used as a research method for this research. Survey is by far the most widely used,
certainly in client-based marketing research. An advantage of survey is that respondents react
to identically worded questions that are normally presented in the same order and with the
same response options for each question. A survey entails the capture of data based on
addressing questions to respondents in formal manner and taking a systematic record of their
responses (Kent, 2007, p. 182).
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In addition, the research for this paper used the questionnaire as a data collection tool to
collect the data for the research. The sample size is designed to get the respond from 100
respondents; after the researcher collect the required data, then all the data are analysed and
interpreted and discussed in percentage. The employees expression are revealed in the
outcome index which showed the current employment situation of newly resort operating
3.2 Research participants
The survey is conducted in Diamond bay Resort and Golf, this is the place that researcher
used to work for. This is also an appropriate place to provide survey information. The designed
sample size of 100 respondents who are currently working for Diamond Bay resort and Golf,
the questionnaire given to the 100 respondents are randomly selected in every department,
especially in Front Line, who deals with the guests almost every day, except their day off. Like,
House Keeping, Front Office, F and B, Engineering.
The respondents are working in the resort with the length of service up to 3 years. The
questionnaires are given to the employees online. The advantage of collecting the respond by
the questionnaire online is the confidential, not formal, respondents might stay at home and
feel free to answer the question any time, and they also share their personal think about the
management team, peers, colleague and their expectation from the resort. If the survey
conducted in the company, the employees might feel uncomfortable to share their personal
idea. Some of the respondents required confidently their name and their personal idea by then
the data collected were useful in term of quality.
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3.3 Research instrument and questionnaire design:
A questionnaire is a formalized set of questions for obtaining information from respondents. A
questionnaire is characterized by three specific objectives:
It must translate the information needed into a set of specific questions that respondents
can and will answer
It must uplift, motivate and encourage respondents to become involved in the interview,
and then cooperate and complete call the questions
It should minimize response error; this is the error that arises when respondents give
inaccurate answers or their answers are misreported or misanalysis
(Malhotra, Hall, Shaw, & Oppenheim, 2006, pp. 300-301)
To develop a further understanding of questionnaire design, Schmidt & Hollensen, 2006
suggested the questionnaire design process; the process in figure 3 shows that the ten steps
are interrelated and the development of questionnaire involves much iteration and
interconnection between stages (Schmidt & Hollensen, 2006, pp. 148-159)
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Figure 3: The questionnaire design process (Schmidt & Hollensen, 2006)
The questionnaire consists of 23 questions including the close question and opened question.
The survey used 5 point rating scale, the respondents are asked to rate the variables base on
their point of view on ranking from: Strongly agree, Agree, Neutral, Somewhat disagree,
Disagree. The first part of the survey is to collect the respondents personal data, length of
service, age group.
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Next, the multiple choice question is designed approach closely to three variables, Hiring and
Selection, Salary and Benefit, and Leadership of the research topic, which helps to clarify the
Independent Variable to Dependent Variable. In multiple question section, the respondents are
just answer the question among a set of the alternative given answer, including Ranking and
Scale. The open ended question is the last question to get the employees expectation and
opinion about that resort that need to be improved or changed. For the open ended question,
employees could answer the question by the way they feel most convenient. The open-ended
question could add value for the management to understand their employees more in order to
create a better environment at the work place for employees. The data had collected from the
survey support for the company to understand more about the employees satisfaction.
3.4Research procedure
The questionnaires are given randomly through email to the staffs, who are currently working
in Diamond Bay resort and Golf. The list of employees email contact provided by Ms.Tinh, HR
executive. The employees who answer the questionnaire are front line staff. They deal with
guests, handle guest complain; listen to the compliment from the guests. The questionnaire
are sent to employees email, and it take around more than a week to collect all the necessary
data from 100 respondents.
3.5 Data analysis:
There were 100 responses from the employees. All the data were checked carefully, all the
data collected through 17 questions was analyzed by the percentage. Microsoft Excel used to
analyse and graph the data. Graph or charts were used to demonstrate the result of each
question to reader. The researcher analyzed the data base on the graph and chart.
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Chapter 4
Data Analysis
4.1 Respondent profile:
Question1.
Male 54
Female 46
Table 1: Gender
Figure 4: Gender
From table 1 and figure 4, a hundred questionnaire forms delivered, there are 54 male and 46
female who filled up the questionnaire. In order to get 100 responds, the researcher sent 125
questionnaires randomly to the employees who are currently working for the resort. No matter
the new employees or the senior employees with a few years of experiences. The researcher
wants to get the variable idea and the feedback of employees, in order to understand their
disappointment, expectation or suggestion to improve the working environment.
Male
54%
Female
46%
Gender
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Question 2
Table 2: Department
Figure 5: Department
The respondents of this research mostly from front of the house, such as F and B,
Housekeeping, Front Office and Engineering who directly deal with the guests during
their time of stay. They are the representative of the resort to provide the service satisfy
guests. The table 2 and Figure 5 indicate the number of staffs in each department in the
survey.
Question3
Length of
service
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Figure 6: length of service
The table 3 and figure 6 indicate the length of service of respondents. As showed on the
figure, there are 11 respondents who just join to resort for less than 6 months, within the
sort period of time of working for the resort, this respondents group contribute their first
impression of the resort into this research. 28 respondents whose length of service
between 6 months to 1 year, 33 respondents work from 1 year to 2 years. Finally, there
are 28 respondents representative for the oldest staffs group. Looking at the ratio of
staff covered by the survey, its quite balance to have the general idea and feedback
from employees.
11
28
33
28
Length of Service
Less than 6 months
6 months to 1 year
1 to 2 years
2 to 3 years
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4.2Employees evaluation on the hiring process and Selection, Salary and Benefit,
Leadership:
4. 2.1 Hiring process and Selection::
Question3a
Disagree Somewhat Disagree Neutral Agree Strongly agreeJob offered according toapplication and interest
2 33 12 40 13
Table 4: Job offer interest
Figure 7: Job offered interest
As showed on table 4 and figure 7, its clearly showing that there are 13% very satisfy and
40% satisfy with the job offered. On the other hand, 33% of respondents are doing the job that
was not match with their application, moreover, 2% of respondents disagree and not satisfy
with the job they are doing. If there is not the suitable change, these 2% could quit their job
regarding to the dissatisfaction. 12% give the answer neutral or this question, they might feel
uncomfortable to answer or the job they are doing is ok, they can accept it and wait for other
opportunity.
2
33
12
40
13
0
10
20
30
40
50
Disagree SwD Neutral Agree Strongly
Agree
I'm offered a job accoring to my
application and interest
I'm offered a job accoring
to my application and
interest
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Question3b
Disagree Somewhat Disagree Neutral Agree Strongly agreeKnowledge and skills meet the job requirement 3 23 13 54 7
Table 5: Job requirement
Figure 8: Job requirement
As showed in figure 8, majority of the respondents (54%) agree that their knowledge and skills
meet the job requirement, following by 23% of respondents somewhat disagree. There are
13% say neutral to this question. 7% respondents strongly agree that their skill and knowledge
meet or exceed the job requirement, while 3% said their skill did not meet the job requirement.
As the nature of hospitality job, its not required special skill like engineering, art or nurse,
hospitality job more require on communication skill, that is the reason why there are
employees that their skills and knowledge did not meet the job requirement but they could do.
The staff can improve the skill during their working.
Question3c
Disagree Somewhat Disagree Neutral Agree Strongly agree
3
2313
54
7
0
20
40
60
The knowledge and skills meet
the job requirement
The knowledge and
skills meet the job
requirement
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he company provide guidance and orientation prior 3 33 14 40 10
Table 6: Job Orientation
Figure 9: Job Orientation
As showed on Figure 9, about the guidance and orientation provided prior to starting the job.
The result showed the equally between agree and disagree, 10% strongly agree, 40 % agree
and 14% say neutral for this question. On the other hand, 33% somewhat disagree and 3 %
disagree on the guidance and orientation provided. In order to eliminate the 36% of disagree
and somewhat disagree, management team have to focus on the material and procedure of
delivering orientation prior to starting work. Orientation is firstly designed by Human Resource,
so HR should discuss with head of function department in order to provide an effective
orientation and guidance to newcomers.
01020
30
40
3
33
14
40
10
The company provide guidance and
orientation prior to starting job
The company provide
guidance and orientation
prioi to starting job
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Question3d
Table 7: Ongoing training
Figure 10: Ongoing training
Figure 10 showed 8% for strongly agree, 42% for agree, 15% for neutral. 34% for somewhat
disagree and only 1% for disagree on the ongoing training provided at each stage of the work,
a great number of 34% staffs said somewhat disagree on the ongoing training, this group of
staffs may might get the training but it is not sufficient and effective in their daily job. 1% said
disagrees for ongoing training, he or she is the new comer in the resort, so he or she did not
attend at of training. As on the figure, its easy to see that the resort is not doing a good job on
providing the sufficient training for their employees in order to update the essential for the daily
job. Some of employees add on comment for this question, they said the resort does provide
the training in term of English skill and job skill but its very limited and not continuous. In order
to add on the value for the current staffs, the management have to serious look at the ongoing
training; for example, preparing the material, set the time to make sure every staffs in the
1
34
15
42
8
0
10
2030
40
50
Disagree Sw
Disagree
Neutral Agree Strongly
agree
Ongoing training provided at each
stage of the work
Ongoing training
provided at each stage of
the work
Disagree Somewhat Disagree Neutral Agree Strongly agree
Ongoing training provided 1 34 15 42 8
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department could attend. Beside job skill, it is strongly encouraged to train the staff soft skill,
such as, empathetic listening and communication skill.
Question3e
Disagree Somewhat Disagree Neutral Agree Strongly agree
Internal promotion is awarded to well qualified associate 0 20 6 46 28
Table 8: Internal promotion
Figure 11: Internal promotion
Figure 11 showed that 28% answer for strongly agree, 46% for agree, 6% for neutral and 20 %
for somewhat disagree on the internal promotion issue in the newly resort . In general
employees are satisfied in promoting the most qualified associates. With a short time of
operation, less than 3 year, the management team still get the somewhat disagree answer for
this issue, employees feel unfair in promoting associate, even though nobody disagree for this
question, however, the management should consider more in promoting any staff. Beside the
observation of higher manager, the promoting procedure should consider the involving of
associate, they could vote for the most qualified associate.
Question 3f
0
50
020
6
46
28
Internal promotion is awarded to well
qualified associate
Internal promotion is
awarded to well qualified
associate
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No Yes
You have a clear contract with the company 19 81
Table 9: Contract with company
Figure 12: Contract with company
There are 81% of respondents have the clear contract with the resort while 19% do not have.
For the group who do not have the clear employment contract with the resort, they are
newcomer in probation or HR late in issuing the contract. Moreover, the case of employees
who is just finish the last year contract and have not sign a new contract yet. Because
according to the resort policy, all the associates who pass the probation are given an
employment contract. In general, the employees satisfied with the company in this issue.
Question3g
No Yes
Have you ever been shifted to other position or other department by the company 73 27
Table 10: Job Shift
No
19%
Yes
81%
I have a clear contract
employment with the company
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Figure 13: Job shift
Figure 13 show that there are 27% of respondents were shifted to other department or position
which different from his or her application. 73% of respondents still do the same job as
beginning. The movement is considered at the normal issue in hospitality line and the survey
was conducted during the time that the resort is lacking of staff, in order to balance the number
of staff in every department, the management have to shift the staffs. However, this is not a
good practice, the management have to recruit more new staffs and shift back the shifted
associates. The staff would be happy if they do the job they like.
Question3h
No Yes
You have opportunity to advance working at your current resort? 36 64
Table 11: Growth opportunity
73
27
Have you ever been shifted to
other position or other
departemnt by the company?
No
Yes
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Figure 14: Growth Opportunity
As the chart in figure 14, it showed that 64% of respondents see their agreement in advance
the job in the current workplace, in contract there was 36% did not see their growth. They are
willing to move to other organization if they have a chance. The new operating resort, just 3
year operating, they might not have a sufficient to keep their employees, however, this survey
is a chance to add value for the management to understand their employees.
Question4a
Disagree Somewhat Disagree Neutral Agree Strongly agree
Benefits offered are in line with others 4 31 7 53 5
Table 12: The competitiveness of benefit offered
Figure 15: The competitiveness of benefit offered
0
50
100
NoYes
36 64
Growth opportunity
Growth opportunity
4
31
7
53
5
0
10
20
30
40
50
60
Disagree Somewhat
Disagree
Neutral Agree Strongly
Agree
The competitiveness of benefit offered
The competitiveness of benefit
offered
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Benefit offered by the company is one of the most important issues to consider of employees.
As figure 15, the answer of employees in term of benefit offered by the resort is quite
complicated among employees. 5% for strongly agree, 53% for agree,7% for neutral, 31% for
somewhat disagree and 4% for disagree. 58% of respondents who are satisfied with the
benefit offered by the resort, and this benefit is competitive comparing to other property in
Nhatrang, while 7% said neutral for this question, they might feel uncomfortable to give out the
answer or they just observe the organization for a short period of time, so they do not have the
idea. 35 % of respondents did not satisfy with the benefit offered by the resort. They might
have been worked for many organizations and then, they compare the benefit offered.
Question4b
Disagree Somewhat Disagree Neutral Agree Strongly agree
The monthly salary offered are competitive 1 25 12 54 8
Table 13: Salary competitive
Figure 16: Salary competitive
0
10
20
30
40
50
60
1
25
12
54
8
Salary competitive
Salary competitive
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As show on figure 16, a great number of 54% of respondents who agree with the salary
competitive that the resort offered, 8% said strongly agree, 12% for neutral answer, they
hesitate for the monthly salary that they get, while 25% for somewhat disagree and 1%
disagree. In general, employees are likely satisfied with the salary strategy of the resort.
Question 4c
Disagree Somewhat Disagree Neutral Agree Strongly agree
feel that my compensation match my responsibility 1 32 10 43 14
Table14: compensation satisfaction
Figure17: Compensation satisfaction
As figure 17, for the compensation satisfaction there are 14% for strongly agree, 43%
for agree, 10 % for neutral, 32 for somewhat disagree and 1% disagree. For 10% of
respondents who say neutral for this question, they might feel uncomfortable to give out
the answer. Moreover there are some new comers, they just join the organization, so
they did not have much evaluation. For the group who somewhat disagree and disagree
1
32
10
43
14
05
101520253035404550
Compensation match responsibility
Compensation match
responsibility
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Factors affect employees satisfaction
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on the compensation, they still need to discuss with the head of department and Human
Resource to adjust on their compensation.
Question: 4 d, e, f
Disagree Somewhat Disagree Neutral Agree Strongly agree
The uniform provided are in good and clean condition 4 52 10 28 6
Hotel provide staff duty meal 17 43 7 32 1
The medical cares covered during employment 27 28 15 23 7
Table 15: Benefit offered
Figure 18: Benefit offered
0
10
20
30
40
50
60
Disagree Somewhat
Disagree
Neutral Agree Strongly
Agree
4
52
10
28
6
17
43
7
32
1
27 28
15
23
7
Benefit offered
Uniform in good condition
Duty meal
Medical care
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Figure 18 is the chart that indicates the result of three question 4d, 4e, 4f. For the
uniform section, more than a half employees complain about the uniform provided.
While 34% agree on the uniform provided. The hotel do change the uniform, however,
the changing was not done for the whole resort. Because of the high turnover rate in the
resort, the uniform cannot adapt, so the newcomer have to use the old uniform. The
management team should consider in replacing the uniform for all the staff in the resort.
For the duty meal provided, more than a half of respondent did not satisfy, for this
question the researcher get the comment that the canteen is very hot, especially at
lunch time, like a sauna, the employees cannot stand. Moreover, the variable of the
menu is very poor, the food keep replacing. Even thought, the canteen have the
comment box, the situation still not improve. For the medical care, the majority of
respondents were not satisfied, while 30% agree on the medical care, and 15% for the
neutral idea. In order to satisfy the employee in term of benefit package, the
management should seriously look at the issue, to improve on the employee
satisfaction. Look at figure 15, the number of employees who are not satisfied is more
than the satisfied employees in the resort conducted the survey, this number convey the
bad message for the future development of the resort.
Question 5a, b
Disagree Somewhat Disagree Neutral Agree Strongly agree
Supervisor display fairness 5 12 6 66 11
Supervisor is an effective listener 1 25 12 47 15
Table 16: Supervisor Characteristic
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Figure 19: Supervisor Characteristic
The chart of figure 16 display the supervisor characteristic, in general the staffs agree
with the way of supervisor. There are 66% for agree that their supervisor display
fairness, 11% for strongly agree, 6% for neutral and 17% for disagree and somewhat
disagree. It could be the miscommunication between the gap of supervisor and the first
line staffs. However, this issue could be improving on when the supervisor and staffs
understand each other more. In the question that supervisor is an effective listener,
there are 15% for strongly agree, 47% for agree, 12% for neutral, 26% for disagree and
somewhat disagree. Like displaying fairness, to improve on this issue, the management
should consider the team building activity to bond the relationship and solve on the
communication problem. The team building could solve this problem and improve on the
relationship, help supervisor and staffs understand each other more.
0
20
40
60
80
DisagreeSomewhat
DisagreeNeutral
AgreeStrongly
agree
5 12
6
66
11
1
25
12
47
15
Display fairness is an effective listener
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Disagree Somewhat Disagree Neutral Agree Strongly agree
Supervisor creates team working environment 3 29 11 40 17
Supervisor treat mistake as learning experience 1 26 12 42 19
Supervisor encourages creative and innovative approaches 3 22 10 37 28
Table 17: Leadership display
Figure 20: Leadership Display
Figure 17 shows the leadership display of the supervisor and manager in day by day
operation. For the creating teamwork work environment, more than a half employees
agree, while 32% disagree and somewhat disagree, and 11% for neutral answer. In
general, it shows that the bonding in wok is not really sufficient; a third of respondents
did not feel team work at their department.
0
5
10
15
20
25
30
35
40
45
3
29
11
40
17
1
26
12
42
19
3
22
10
37
28
Leadership Display
Create teamwork
environment
Treat mistake as learning
experience
Encourage creative and
innovation
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In question 5d, there are 60% agree that their supervisor treat the mistake as the
learning experience, while 27% did not think so and 12% said neutral for this question.
Mistake is not always bad, its the opportunity for people to learn from it and avoid it in
the future. Some mistake could be ignored but some serious mistake could not be
ignored. However, the number of satisfied employees is not bad. Finally, two third of the
respondents agree that their supervisor encourage innovation and creativeness at work,
while 10 % said neutral and 25% disagree and somewhat disagree for this question. In
general, employees agree that their supervisor display the good leadership skill,
however, there are staffs expect the better improvement from their supervisor. This
figure also adds on the value for the supervisor and management to improve on the
strategy to manage the staffs.
4.3 Employees suggestion for the resort (Question 5f):
Increasing salary 16
Require for team building and talk day 14
Improving staffs duty meals and air
conditioning the canteen
26
Changing Uniform 16
Provide Training/ cross training 9
No idea 19
Table 18: Employees suggestion
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Figure 21: Employees suggestion
As showed in figure 18 is the collecting result of open-ended question. This question is about
the contribution of employees to make a better work place. According to a hundred
respondents, there are 26 employees who want to get a better service of staff duty meal, the
canteen is very hot and it makes lunch become terrible, moreover, the food keep replacing.
While16% of respondents wants to increase their monthly salary. 14% of respondents want to
bond the relationship in order to understand each other more by opening talk-day or team
building activities. Changing the uniform could make 16% of respondents more satisfied. There
are 9% of respondent wants to have more efficient training to perform well in daily job. There
are also 19% of respondents vote blank for the open-ended question. According to the result
collected, Head of Function Department have to cooperate with Human Resource Department
to respond to employees expectation. A hundred respondents represent for the
employeescurrently work in the new operating resort, their idea is for the management to
create a better work environment.
19
9
16
26
14
16
0 5 10 15 20 25 30
No idea
Training program/ cross training
Changing Uniform
Improving staffs duty meal and air-conditioning
Require for team buiding activities and talk day
Increasing salary
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Chapter 5
CONCLUSION, RECOMMENDATIONS AND SUGESTION FOR
FUTURE RESEARCH
5.1Conclusion:
As the title of this research, this paper to clarify and emphasize the importance of providing
effective and dynamite work environment that the Employees satisfaction increase. As the
service-profit chain (Sarah Cook 2008) the employees satisfaction affects the customers
satisfaction, profit and growth.
In the service industry, human is the most value asset that the organization possess, however
this asset is not stable. Employees deserve to be happy working and satisfied in the working
environment. There is a link between employees satisfaction and customers satisfaction, in
order to build and strengthen this link, the organization should take priority on creating
employees satisfaction. There are many ways to create a healthy workplace that the
management can consider is employees involvements and 2 way of communication. Once the
employees satisfy with the job, their supervisor listen to them, they get offer opportunity to
grow, keep life and work balance and get training. Consequently, they are satisfied, so they
would provide their colleagues and customers the good service from their heart.
The result of this research has showed the significant different level of employees satisfaction .
From there the management team will add on value in the strategy to create and maintain
happy and healthier environment. Where associate feel belong to, colleague as extended
family, feel free to speak up and give out opinion. From the comfortable in work, employees
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can see job advance in the future. Moreover, Pay and benefit are also the important factor
affect the employees satisfaction with the organization.
The important achievement of every organization is to make the employee proud to work in. All
the employees want to satisfy their customers, but how the employees can provide good
service also partly affected by the management. When employees are encouraged and
supported, they could do the amazing thing. Customers can tell the difference, when the
customers satisfaction index increase, the relationship between resort and guest will be
stronger. Hence, the role of management to employees satisfaction affects the profit and
growth of the resort.
Three factors that affect to the employees satisfaction: Hiring Process and Selection, Salary
and Benefit, Leadership. The importance of hiring the right person to the right position is the
first step to create the employees satisfaction; at least employees do what they want to do
every day. As the survey, not 100% employees do the job that they want to, that is when the
employees feel dissatisfied. The management team could consider variable method to
improving the employees satisfaction, in figure 14, there are only 64% of respondents willing
to continue their job, and 36% of them will go to another organization. The management need
to do thing base on the employees expectation in order to remain them in the resort . The
research shows the potential issue of newly resort operation if they do not have any response
to their employees. Next, Salary and Benefit are considered one of the most important factors
affect to employees satisfaction. Employees work for the company to exchange their
achievement of work to compensation. If the compensation worth what employees have done,
they are satisfied and willing to contribute more to the resort. This research show that just
more than a half of respondents agree on the salary and compensation. Less than a half of
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Factors affect employees satisfaction
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respondents are still not happy with the resort. In addition, the benefit offered to employees is
poor, which more than a half is not satisfied. The problem of the resort showed clearly, so the
action of the management team is very important to make a significant change in order to
improve the employees satisfaction. Finally, researcher examine the factor of Leadership, this
is all about communication and relationship between supervisor, manager and employees. If
the employees are well treated, be understood, he or she would be happy. When employees
are happy that is the motivation for them to work and contribute to the resort. The three factor
mentioned
5.2 Recommendation:
According to J W Marriott Snr : If you take good care of your associate, they will take good
care to your customers, and the customers keep coming back - suck is the philosophy of
Singapore Marriott.( asiaonebusiness,2009). The resort can improve on the area that it gets
the negative response. According to the negative response, there are recommendation to
improve the resorts which cover in the hiring and selection process, Salary and Benefit, and
leadership area:
Training program should be considered as the important in the development of the resort.
Training program would be effective if the management make a budget to train every staffs, to
keep them up to date with the technology, skill set and stay competitive with other competitors.
Orientation is firstly designed by Human Resource, so HR should discuss with head of function
department in order to provide an effective orientation and guidance to newcomers. Orientation
is provided a long the first month of working, not only once to avoid the overload of information.
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-Communication gap between management, supervisor and employees is very important; the
communication should be 2 ways, so the employees could understand the situation or the
strategy of management in order to perform better. The management team also have to
respect and listen to the employees expectation and idea. Because if employees know that
their contribution is respected, they will continue to improve to provide a better service to
customers.
-Leadership, teamwork have to go with team building activity, once the relationship get closer,
the role of leader is easier to do. The supervisor will understand the employee more, so they
can assign the work more logistical.
- Benefit and Salary, the Human Resource should try to benchmark the rest of competitors to
get a good benefit package for the staffs as this will help to retain the valuable staffs.
5.3Suggestion for further research:
In the future research, it is recommended to spread the questionnaire to all the employees, so
the resort could have the more sufficient data to fulfil the need of the research. In addition, in
the personal information, questionnaire should include the position of the respondents, which
could give the deeper analysis.
This research is just look into the front line staff; other back office department also indirectly
contribute the service to customers. In the future research, the questionnaire should design
base on the specific of department. In addition, the management level and part timer should be
consider in the research survey. They also have the idea to contribute for the growth of the
resort.
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This research used questionnaire as a data collecting tool, in the future research researcher
should add on interview method to collect the data. The interview method could deeply get the
response from the staffs, in the conversation the staffs are willing to share more. So the
researcher has more useful information.
In addition, in designing questionnaire researcher should not using neutral in answer part,
neutral could be consider as negative than positive. So the outcome of the survey could be
affected. In the next research, the open-ended should be encouraged.
5.4 Limitation:
Another issue that occur in this paper, the researcher do the survey online when he was in
Singapore. The sample size of this study is 100 respondents, however, the researcher has
sent out 125 questionnaires to employees email in order to get 100 responses. Because this is
not the survey by the hotel, some of them are not supportive, the researcher have to push
them up to fill up the questionnaires.
Because of the limitation of time, the researcher has just conducted the survey in only one
property- Diamond Bay resort and Golf. it might affect the general outcome of this study
Moreover, the questionnaire is not conducted by the hotel, employees think that its not
important, so their answer might not exactly to what actual happen in the resort. Or some of
them give neutral for the question, like they just do to complete, not dare to know the content.
This is one of the failure that researcher cannot avoid.
This research conduct in four department, Front Office, F and B, Housekeeping and
Engineering department, this is not fully represent for the whole employees in the resort. The
data collected in the survey is not satisfied the purpose of this research. Moreover having
limited time frame is also consider as limitation for this research
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there a Relationship?
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9d126734.pdf
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Mitchell R. Waite, 2008, Five service leadership, retrieved on 15-june-2010, from
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http://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://www.world-bays.com/http://www.world-bays.com/http://www.world-bays.com/http://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=false8/2/2019 Final Project B Com Hospitality
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Diamond Bay Resort and Golf questionnaire:
Name (optional): ...............................................................................................
1. What is your gender?
Which department are you currently working in? (Please tick)
F&B Housekeeping Front Office ???
2. What is the length of service to date: (please tick)
Less than 6 months 6 months to 1 years 1 to 2 year 2 to 3 years
Please state your opinions towards the following description on the question below. For each statement, please
use the scale: 5- Strongly agree, 4- Agree, 3- Neutral, 2-Somewhat disagree, 1- Disagree.
3. Hiring Process and Selection
3.a I am offered a job according to my application and interest 1 2 3 4 5
3.b The knowledge and skills meet the job requirement 1 2 3 4 5
3.c The company provide guidance and orientation prior to starting work 1 2 3 4 5
3.d Ongoing training is provided at each stages of the work 1 2 3 4 5
3.e Internal promotion is awarded to well a qualified associate 1 2 3 4 5
3.f Do you have a clear employment contract with the company?
No Yes
3.g Have you ever been shifted to other position or other department by the company?
No Yes
3.h Do you think you have opportunity to advance working in Diamond bay Resort and Golf?
No, I would better switch to other organization where I can get promotion
Yes, I can see my growth and development here
Male Female
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4. Salary and Benefit
The benefits offered are competitive and in line with the industry
Salary
4. a Benefits offered are in line with other hotels in Nha Trang city 1 2 3 4 54. b The monthly salary offered are competitive 1 2 3 4 5
4. c I feel that my compensation match my responsibility 1 2 3 4 5
Benefits
4.d The uniform provided are in good and clean condition 1 2 3 4 5
4.e Hotel provide staff duty meals 1 2 3 4 5
4.f The medical cares covered during employment 1 2 3 4 5
5. Leadership
How do you rate your immediate supervisor?
5.a Supervisor display fairness 1 2 3 4 5
5.b Supervisor is an effective listener 1 2 3 4 5
5.c Supervisor creates team working environment 1 2 3 4 5
5.d Supervisor treat mistakes as learning experiences 1 2 3 4 5
5.e Supervisor encourages creative and innovative approaches 1 2 3 4 5
5.f State THREE points that the management of this resort could improve on
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Questionnaire blueprint
No Questions content Related variable
1 Gender Personal information
2 Department Personal information
3 Length of service Personal information
3a I am offered a job according to my application and interest Supporting IV1
3b The knowledge and skills meet the job requirement Supporting IV1
3c The company provide guidance and orientation prior to
starting work
Supporting IV1
3d Ongoing training is provided at each stages of the work Supporting IV1
3e Internal promotion is awarded to well a qualified associate Supporting IV1
3f Do you have a clear employment contract with the company Supporting IV1
3g Have you ever been shifted to other position or otherdepartment by the company?
Supporting IV1
3h Do you think you have opportunity to advance working inDiamond bay Resort and Golf?
Supporting IV1
4a Benefits offered are in line with other hotels in Nha Trang city Supporting IV2
4b The monthly salary offered are competitive Supporting IV2
4c I feel that my compensation match my responsibility Supporting IV2
4d The uniform provided are in good and clean condition Supporting IV2
4e Hotel provide staff duty meals Supporting IV2
4f The medical cares covered during employment Supporting IV25a Supervisor display fairness Supporting IV3
5b Supervisor is an effective listener Supporting IV3
5c Supervisor creates team working environment Supporting IV3
5d Supervisor treat mistakes as learning experiences Supporting IV3
5e Supervisor encourages creative and innovative approaches Supporting IV3
5f State THREE points that the management of this resort could
improve on
Open-ended question
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Diamond Bay Resort and Golf questionnaire:
Tn (c hoc khng): ...............................................................................................
1. Gii tnh?
Nam N
2 Bn lm vic b phn no? (Vui lng chn)
F&B Housekeeping Front Office ???
3 Bn lm vic c bao lu: (Vui lng chn)
t hn 6 thng 6 thng 1 nm 1 n 2 nm 2 n 3 nm
Hy tr li nhng cu hi pha di theo kin ring ca bn. Tr li bng cch chn cu tr li t1 n 5: 5- rtng , 4- ng , 3-trung lp, 2- c phn khng ng , 1- khng ng .
3 Tuyn dng v chn la3.a Ti c ngh cng vic ph hp v theo mong mun 1 2 3 4 5
3.b Knng v kin thc ca ti p ng c cho cng vic 1 2 3 4 5
3.c Ti c nh hng v hng dn c thtrc khi bt u lam vic 1 2 3 4 5
3.d Ti c o to trong qu trnh lm vic 1 2 3 4 5
3.e Nhng nhn vin tt c thng chc xng ng 1 2 3 4 5
3.f Bn c mt hp ng r rang vi cng ty?
Khng C
3.g Bn b lun chuyn b phn hay v tr khc theo yu cu ca cng ty?
Khng C
3.h Bn ngh mnh c c hi thng tin v pht trin ti Diamond bay Resort and Golf?
Khng, ti s tm n mt ni lm vic tt hn
C, ti thy s pht trin v ngh nghip ca mnh y
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4. Lng bng v phc li
Phc li bn nhn c cnh tranh so vi cc ni khc trong thnh ph
Lng
4a. Phc li bn nhn c cnh tranh vi cc ni khc trong Nha Trang 1 2 3 4 54b. Lng ca bn c thc s cnh tranh 1 2 3 4 54c. Quyn li bn c hng xng ng vi trch nhim c giao 1 2 3 4 5
Phc li
4d. Bn nhn ng phc sch s v tt 1 2 3 4 54e. Ba n nhn vin tt 1 2 3 4 54f. Nhn vin c chm sc sc khe tt 1 2 3 4 5
5. Leadership
Bn nh gi cp trn nh th no
5.a i xcng bng vi mi ngi 1 2 3 4 5
5.b Bit lng nghe nhn vin 1 2 3 4 5
5.c To mi trng lm vic theo nhm 1 2 3 4 5
5.d Cp trn xem sai lm mc phi l kinh nghim trong cng vic 1 2 3 4 5
5.e Cp trn khuyn khch sang to trong cng vic 1 2 3 4 5
5.f Nu ln 3 iu bn mun cp lnh o cn lm, to ra mi trng lm vic tt hn
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Timeframe:
Objective 2010
April May June
Approval of research proposal
Writing review of Related Literature
Consultation with the adviser
Distribution of approved questionnaire
Collection and analysis of data
Writing of data analysis and Recommendation
Approval of Data Analysis & Recommendation
Oral Presentation
Submission of Final Draft
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Budgetary:
Source of expense Number Rate Total
Questionnaire printing 100 0.07 7 SGD
Binding 1 21 21SGD
Grand total 28SGD
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Appendix 1: Respondents answer record ( next page)
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1 2 3 3a 3b 3c 3d 3e 3f 3g 3h 4a 4b 4c 4d 4e 4f 5a 5b 5c 5d 5e
1 1 3 2 4