The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur
The research examined the relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in five hotels in Kuala Lumpur, Malaysia. This research explored the relationship between employee job satisfaction, perceived customer satisfaction, service...
| Main Authors: | , , , |
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| Format: | Article |
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Associated Management Consultants Pvt. Ltd.
2017
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| _version_ | 1796863211469799424 |
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| author | Singh, H. Saufi, R. A. Tasnim, R. Hussin, M. |
| author_facet | Singh, H. Saufi, R. A. Tasnim, R. Hussin, M. |
| author_sort | Singh, H. |
| collection | ePrints |
| description | The research examined the relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in five hotels in Kuala Lumpur, Malaysia. This research explored the relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in the luxury hotels in Kuala Lumpur. It is common knowledge that hoteliers are effectively looking for new approaches in orderto increase their service values through their service quality offerings. High rate service quality can only be attained through effective and efficient hotel operations that can surpass customers' expectations and finally increase firm profitability. There were around 150 respondents from the top and middle managers of the hotels in Kuala Lumpur. The period of the study was from January to December 2015. The data was analyzed using the SPSS statistical package. The research found that higher employee job satisfaction increases service quality and this increases hotels' profit. On the other hand, employee job satisfaction generates higher customer satisfaction and increases hotel profitability through future sales and customer positive goodwill. The paper ended with a discussion on implications and limitations of the research and some directions for future studies are suggested. |
| first_indexed | 2024-03-05T20:23:21Z |
| format | Article |
| id | utm.eprints-80551 |
| institution | Universiti Teknologi Malaysia - ePrints |
| last_indexed | 2024-03-05T20:23:21Z |
| publishDate | 2017 |
| publisher | Associated Management Consultants Pvt. Ltd. |
| record_format | dspace |
| spelling | utm.eprints-805512019-05-22T06:50:30Z http://eprints.utm.my/80551/ The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur Singh, H. Saufi, R. A. Tasnim, R. Hussin, M. HD Industries. Land use. Labor The research examined the relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in five hotels in Kuala Lumpur, Malaysia. This research explored the relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in the luxury hotels in Kuala Lumpur. It is common knowledge that hoteliers are effectively looking for new approaches in orderto increase their service values through their service quality offerings. High rate service quality can only be attained through effective and efficient hotel operations that can surpass customers' expectations and finally increase firm profitability. There were around 150 respondents from the top and middle managers of the hotels in Kuala Lumpur. The period of the study was from January to December 2015. The data was analyzed using the SPSS statistical package. The research found that higher employee job satisfaction increases service quality and this increases hotels' profit. On the other hand, employee job satisfaction generates higher customer satisfaction and increases hotel profitability through future sales and customer positive goodwill. The paper ended with a discussion on implications and limitations of the research and some directions for future studies are suggested. Associated Management Consultants Pvt. Ltd. 2017 Article PeerReviewed Singh, H. and Saufi, R. A. and Tasnim, R. and Hussin, M. (2017) The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur. Prabandhan: Indian Journal of Management, 10 (1). pp. 26-39. ISSN 0975-2854 http://dx.doi.org/10.17010/pijom/2017/v10i1/109101 DOI:10.17010/pijom/2017/v10i1/109101 |
| spellingShingle | HD Industries. Land use. Labor Singh, H. Saufi, R. A. Tasnim, R. Hussin, M. The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur |
| title | The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur |
| title_full | The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur |
| title_fullStr | The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur |
| title_full_unstemmed | The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur |
| title_short | The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur |
| title_sort | relationship between employee job satisfaction perceived customer satisfaction service quality and profitability in luxury hotels in kuala lumpur |
| topic | HD Industries. Land use. Labor |
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