The Relationship Between Employee Job Satisfaction, Perceived Customer Satisfaction, Service Quality, and Profitability in Luxury Hotels in Kuala Lumpur

Authors

  •   Harcharanjit Singh Senior Lecturer, Universiti Technology Malaysia, International Business School, Level 10, MenaraRazak, JalanSemarak, 54100, Kuala Lumpur
  •   Roselina Ahmad Saufi Professor, Universiti Technology Malaysia, International Business School, Level 10, MenaraRazak, JalanSemarak, 54100, Kuala Lumpur
  •   Rahayu Tasnim Universiti Technology Malaysia, International Business School, Level 10, MenaraRazak, JalanSemarak, 54100, Kuala Lumpur
  •   Maizaitulaidawati Hussin Universiti Technology Malaysia, International Business School, Level 10, MenaraRazak, JalanSemarak, 54100, Kuala Lumpur

DOI:

https://doi.org/10.17010/pijom/2017/v10i1/109101

Keywords:

Employee Job Satisfaction

, Perceived Customer Satisfaction, Service Quality, and Profitability

L8

, Z0, Z3

Paper Submission Date

, August 20, 2016, Paper sent back for Revision, December 3, Paper Acceptance Date, December 15, 2016.

Abstract

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 order to 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.

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Published

2017-01-01

How to Cite

Singh, H., Saufi, R. A., Tasnim, R., & 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), 26–39. https://doi.org/10.17010/pijom/2017/v10i1/109101

Issue

Volume 10, Issue 1, January 2017

Section

Organizational Management
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