Ntavitavian, Ioanna

2020-06-06T00:00:34Z

https://repository.ihu.edu.gr//xmlui/handle/11544/29509

Employee satisfaction

Service quality

Hotel KPIs

masterThesis

free

School of Economics, Business Administration and Legal Studies, MSc in Hospitality and Tourism Management

Hospitality industry is service-oriented, following that rationale, a successful organization, takes into consideration (except for the profitability indicators) the employee satisfaction along with customer satisfaction, to the extent of strategic planning. Nowadays, several researches show interest on examining the positive impact that employee satisfaction has on the quality of services and consequently on the customer satisfaction, resulting to the hotel’s financial performance. Another essential point, which is discussed in the present study, is the influence of job satisfaction on employee performance, as well as the high employee turnover in the hospitality industry, especially in Greece, considering the seasonal nature of this specific sector. While the lack of job satisfaction can cause high volumes of employee resignations, on whom an organization has invested time and money for their training and adaptation; at the same time, the turnover fluctuations can affect the financial performance and especially the profitability of a business. The current thesis aims to connect and exemplify the theories to a realistic case, by demonstrating an overall image of the performance of a hotel business through its financial indicators, as well as through the customer and the employee satisfaction. Therefore, to achieve that, a 5* hotel has been taken as a case study and all the necessary data from the Employee Satisfaction Questionnaires, the Guest Comment Cards, the financial ratios and the consolidated financial statements of the past 3 years (2016 to 2018) have been used, analyzed and evaluated. Τhe research methodology has been designed accordingly to help identifying the factors that mostly affect employee satisfaction and the results illustrated three predominant factors of employee satisfaction which pertain to issues related to 1)Supervision and Management, 2)Employee Engagement and 3)Incentives. The employees seemed less satisfied with Payment and Training Opportunities and the total satisfaction score was differentiated between the employees’ age groups and work departments. Finally, departments with low employee satisfaction displayed lower customer satisfaction score. All the interesting results extracted from the research are going to be outlined in the lines to follow.

Archontakis, Fragiskos

IHU