The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah.

The hotel industry has the responsibility and role of increasing guest satisfaction with its services and products. This can be carried out through efficient service by frontline employees, particularly the Front Office receptionists. Developing efficient workforce may depend on their satisfaction l...

Full description

Saved in:

Bibliographic Details
Main Author:	Abd Patah, Mohd Onn Rashdi
Format:	Thesis
Language:	English
Published:	2009
Subjects:	Job satisfaction Employee motivation Performance standards
Online Access:	https://ir.uitm.edu.my/id/eprint/46176/1/46176.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.46176
record_format	uketd_dc
spelling	my-uitm-ir.461762022-11-11T02:55:30Z The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah. 2009 Abd Patah, Mohd Onn Rashdi Job satisfaction Employee motivation Performance standards The hotel industry has the responsibility and role of increasing guest satisfaction with its services and products. This can be carried out through efficient service by frontline employees, particularly the Front Office receptionists. Developing efficient workforce may depend on their satisfaction level towards the job given by the management and sense of belonging or loyalty to the organization. There are many ways and means of developing employees' satisfaction and loyalty level to their work and organization. Empowering employees is one of the approaches to a better organizational effort in harmonizing and producing positive employee outcome. This study was conducted to examine the relationships between psychological empowerment (through dimensions of meaningfulness, competence and influence), overall job satisfaction and employee loyalty of Front Office receptionists in Kuala Lumpur 5-star hotels. A total of 210 questionnaires distributed to Front Office receptionists at 21 hotels rated as 5 star hotels in Kuala Lumpur, Malaysia. The response rate was 43 percent which represent a total of 91 questionnaires that was returned, usable and coded. Results showed that the three dimensions of psychological empowerment; meaningfulness, competence and influence have significant impacts on overall job satisfaction. However, none of the psychological empowerment dimensions had significant impact on employee loyalty. Findings also suggested that overall job satisfaction influenced employee loyalty level towards their organization. Employee psychological empowerment and loyalty scores did not have any significance differences based on their demographic information and work profiles. Significance differences were only found on employees' overall job satisfaction scores based on their demographic information and work profiles especially in terms of age and hotel tenure. Hotel managers might consider solution in their effort to increase employee's overall job satisfaction and loyalty for example by enhancing participation by the departmental decision making, encourage creativity and further nurture work-related skills. 2009 Thesis https://ir.uitm.edu.my/id/eprint/46176/ https://ir.uitm.edu.my/id/eprint/46176/1/46176.pdf text en public masters Universiti Teknologi MARA Faculty of Hotel and Tourism Management Mohd Radzi, Salleh (Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mohd Radzi, Salleh (Dr.)
topic	Job satisfaction Employee motivation Performance standards
spellingShingle	Job satisfaction Employee motivation Performance standards Abd Patah, Mohd Onn Rashdi The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah.
description	The hotel industry has the responsibility and role of increasing guest satisfaction with its services and products. This can be carried out through efficient service by frontline employees, particularly the Front Office receptionists. Developing efficient workforce may depend on their satisfaction level towards the job given by the management and sense of belonging or loyalty to the organization. There are many ways and means of developing employees' satisfaction and loyalty level to their work and organization. Empowering employees is one of the approaches to a better organizational effort in harmonizing and producing positive employee outcome. This study was conducted to examine the relationships between psychological empowerment (through dimensions of meaningfulness, competence and influence), overall job satisfaction and employee loyalty of Front Office receptionists in Kuala Lumpur 5-star hotels. A total of 210 questionnaires distributed to Front Office receptionists at 21 hotels rated as 5 star hotels in Kuala Lumpur, Malaysia. The response rate was 43 percent which represent a total of 91 questionnaires that was returned, usable and coded. Results showed that the three dimensions of psychological empowerment; meaningfulness, competence and influence have significant impacts on overall job satisfaction. However, none of the psychological empowerment dimensions had significant impact on employee loyalty. Findings also suggested that overall job satisfaction influenced employee loyalty level towards their organization. Employee psychological empowerment and loyalty scores did not have any significance differences based on their demographic information and work profiles. Significance differences were only found on employees' overall job satisfaction scores based on their demographic information and work profiles especially in terms of age and hotel tenure. Hotel managers might consider solution in their effort to increase employee's overall job satisfaction and loyalty for example by enhancing participation by the departmental decision making, encourage creativity and further nurture work-related skills.
format	Thesis
qualification_level	Master's degree
author	Abd Patah, Mohd Onn Rashdi
author_facet	Abd Patah, Mohd Onn Rashdi
author_sort	Abd Patah, Mohd Onn Rashdi
title	The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah.
title_short	The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah.
title_full	The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah.
title_fullStr	The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah.
title_full_unstemmed	The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah.
title_sort	relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in kuala lumpur 5 star hotels / mohd onn rashdi abd patah.
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Hotel and Tourism Management
publishDate	2009
url	https://ir.uitm.edu.my/id/eprint/46176/1/46176.pdf
_version_	1783734746389413888

The relationship between employee psychological empowerment, overall job satisfaction and employee loyalty of front office receptionists in Kuala Lumpur 5 star hotels / Mohd Onn Rashdi Abd Patah.

Similar Items