Research On The Impact Of Employee Satisfaction To Customer Satisfaction About The Hotel Industry

There is an interactive relationship between the three elements of the hotel industry employee satisfaction, customer satisfaction and profits of the hotel industry, because on the one hand, the customer satisfaction is decided by the quality of the staff services of hotel which will indirectly affect the hotel's performance and profits; on the other hand, the employee satisfaction is affected by the hotel industry's system and culture. As a result, to create customer satisfaction has become the aim of the hotel industry's operation as the domestic market competition in hotel industry becomes increasingly fierce.In this paper a literature review of the relationship between employee satisfaction and customer satisfaction is first presented based on the current research on satisfaction and profit chain theories at home and abroad. Then, the uniqueness of the relationship between the hotel employees and customers, and the factors affecting the hotel industry employee satisfaction and customer satisfaction repectively are analyzied in connection with the characteristics of hotel industry, and a model of interactive relationship between the hotel industry employee satisfaction and customer satisfaction is established which is then divided into three phrases with an analysis for each one. Ten four-star hotels and their staff and customers in Hunan province are surveyed with the employee loyalty as a medium and 878 questionnaires are handed out and taken back. A conclusion is made that there is a positive correlation between the employee satisfaction and customer satisfaction, and the hyperthesis proposed is also verified, based on the analysis of the data of the questionnaires, factor analysis in terms of employee satisfaction, customer satisfaction and employee Loyalty, and tests for the Validity and Reliability of the data. Since employee satisfaction improvement has great impacts on the employee satisfaction and profits, it is important for hotels to establish employee satisfaction which can be attained by effective internal marketing, excellent leadership, and enhancing the attractiveness of the hotel industry.In short, in spite of the inadequate studies on relationship between employee satisfaction and customer satisfaction, in this paper an analysis of the relationship between the two, especially the impact on customer satisfaction by employee satisfaction is carried out, and a conclusion is made that there is a positive correlation between the employee satisfaction and customer satisfaction, which is expected to be of theoretical significance to domestic hotel industry's operation and management.