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Assessing The Job Satisfaction Levels Among Employees Of The Coconut Grove Hotel In Elmina , Ghana
| Content Provider | Semantic Scholar |
|---|---|
| Author | Anaman, Ato Dacosta, Franklin D. |
| Copyright Year | 2017 |
| Abstract | With the change of the industrial structure in recent years, the output value of the service industry has become more than 70% of the GDP in most advanced countries (CIA, 2009). The service industry, therefore, plays a significant role in national economic development. The hospitality industry is a typical service industry, and is a critical service industry around the world. The reality of the matter is that the hospitality industry has a tremendous impact on the lives of individuals and the economy of nations (Zeithaml et al., 2009). According to Heskett et al. (1994), the importance of employees in the service industry management cannot be underscored within the framework of service profit chain. In the service profit chain, there are critical linkages among internal service quality; employee satisfaction, productivity, the value of services provided to customers, customer satisfaction and company's profits. This chain shows that internal service quality can enhance employee satisfaction, which will enhance employee productivity and further result improved external service value. This would in turn lead to increased patronage within the firm and would consequentially result in increased profitability within the establishment (Zeithaml et al., 2009). As proclaimed by Jones (1988), and Gumesson (1992), quality, productivity and profitability are inextricably linked together, managing one affects the other. Therefore, satisfied employees make satisfied customers which would lead to increased patronage, and ultimately translate into higher level of profitability. Service personnel satisfaction positively and significantly influence organizational commitment and job performance on customer satisfaction and corporate operational performance. Abstract: Research on employee satisfaction has shown that there is a positive correlation between the level of employee job satisfaction on one hand and job performance and quality service delivery on the other. Alternately put, the higher the level of employee job satisfaction, the higher the job performance and the greater the quality service delivery, and vice versa. This paper investigates job satisfaction among employees in the hospitality industry, specifically in a twostar Coconut Grove hotel. Data for the study were collected from a judgmental and simple random sample of 90 guests and 23 members of staff and management of Coconut Grove, respectively. The study revealed that the hotel management and staff expressed satisfaction with their jobs due to a number of reasons. Significant among them were that, they were involved in decision making processes within the establishment, and that, they (members of staff) were motivated to function as managers. In addition, management took the necessary steps as much as possible to meet the needs of workers by way of remuneration. Finally, the research findings revealed that job satisfaction indeed constitutes a gateway to quality service delivery in the hospitality industry. Thus, in order to enhance job performance, the study recommends that the needs of employees which are important service culture requirements must be met so as to enable them (staff) work efficiently and effectively. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://www.ijiras.com/2017/Vol_4-Issue_2/paper_71.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
