A Research On The Effect Of Employee Job Satisfaction To Hotel Service Quality

In the field of hotel management,the study of service quality has been paid much attention by the hotel managers and the researchers.At present,most researches on service quality are based on customer satisfaction.Hotel staff,as an important factor of service encounter,was always neglected by the researchers in the past.In fact,the attitudes and behavior of the service provider in the context of customer expectations, is one of the fundamental aspects of quality management in hotel,which will have a direct effect on service quality.The success of any quality enterprise depends upon the willingness and ability of staff to respond and adapt to demands for increased quality in the delivery of services.In other words,positive attitudes on the part of employees are not only vital to organizational success in general,but to customer satisfaction in particular.However,there is little research about the effect of job satisfaction on service quality.This paper makes the empirical study on the relationship between the job satisfaction and service quality.On the base of literature review of job satisfaction and service quality,the job satisfaction of service providers can be divided five dimensions:work environment and condition,job itself and training,supervisor and management,evaluation and motivation,financial awards and benefits.Based on the above study,this paper proposes the hypothesis and makes the exploratory study on the relationship between the job satisfaction and service quality.At first this paper makes use of SPSS 13.0 software to test the reliability of the first two parts of the 260 valid questionnaires and the construct validity of job satisfaction questionnaires.And then using SPSS 13.0 Software is to have frequency analysis,descriptive analysis,independent-samples T test,correlation analysis and regression analysis.The results show direct positive effect for work environment and condition,job itself and training,evaluation and motivation,financial awards and benefits on the service quality.The paper,according to the results,provides some suggestions for improving service quality:assuring the fairness of evaluation and the effect of motivation,setting up the effective financial awards and benefits system,strengthening the staff training, improving the work environment and condition.