The Effect Of Employee Satisfaction On Hotel Performance:Based On Big Data

With the gradual improvement of the consumption level of residents,citizens are willing to not only purchase material products but also buy service products.This is challenge and opportunity for hotels as service companies.The core product of the hotel is actually service,which is a kind of intangible product.Service is provided by hotel staffs to customers when the customer purchase it.Therefore,the hotel staff is very important to the hotel's business development.Based on the Service Profit Chain Theory,employee satisfaction can influence the service value provided by employees to customers,which in turn affects customer satisfaction and thus affeects the hotel's profitability.Therefore,employee satisfaction is an important factor affecting hotel profitability.There are many ways to improve employee satisfaction.These methods require the hotel to pay the corresponding cost.However,the value obtained by the hotel in different ways is different,and the impact on hotel profitability is different.In the past,only the employee satisfaction was studied as a single variable(Ruggero et al.,2019).The factors that affect employee satisfaction were not deeply considered,and the relationship between employee satisfaction with different factors and hotel profitability was explored to explore the improvement of hotel profitability.Therefore,based on the Two-Factor Theory and other relative literature,this paper summarizes the employee satisfaction factors of Compensation and Benefits,Work and Life Balance,Career Opportunities,Employee Relationship and Corporate Culture by using the keyword co-occurrence network.In addition,based on the Big Data,this article obtains more comprehensive employee satisfaction data through employee online reviews,and selects the existing research(Minjie Huang,2015;Efthymia Symitsi,2018)as the source of data for the Glassdoor website.The site is a third-party independent institution that is not controlled by the company and is more credible than the corporate website and has some research value(Kaur and Dubey,2014;Sivertzen,Nilsen and Olafsen,2013).This paper introduces the web content analysis algorithm,and uses Python 3.5.2 to directly capture the online comment data of hotel employees,and obtains a total of 9827 online reviews of current employees.Among them,the employee's online commentary data is scoring data,similar to the Likert five-point scale,from "very satisfied" to "very dissatisfied" a total of five.By obtaining nearly 10,000 employee online comment data,the quarterly average data can be calculated,which can reduce the impact of individual employee evaluation on the results,so that the research results are not transferred by individual will,and lay a more comprehensive and scientific data foundation for further analysis,ensuring the accuracy and scientific validity of the research findings.On this basis,this paper uses Stata15.0,using multiple regression analysis and dynamic panel generalized moment estimation method to study the impact of employee's overall satisfaction and employee satisfaction with various factors on hotel profitability.The study found that overall employee satisfaction has a significant positive impact on hotel profitability;employee satisfaction with Compensation and Benefits,Career Opportunities,has no significant positive impact on hotel profitability,but there is no significant negative impact;satisfaction with Work and Life Balance,Employee Relationship and Corporate Culture has a significant positive impact on hotel profitability.Based on this conclusion,this study provides a clear management inspiration for hotel management personnel,and helps to develop a detailed management system,establish and gradually improve the human resources management system,rationally allocate resources,and adopt effective human resource management methods improve hotel profitability,while also improving employee satisfaction and promoting sustainable development of the hotel industry.