An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]

Abd Patah, Mohd Onn Rashdi and Zain, Razlan Adli and Abdullah, Dahlan and Mohd Radzi, Salleh (2009) An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 1 (3). pp. 1-20. ISSN 1985-8914 ; 2590-3837

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Abstract

The hotel industry has the responsibility and role of increasing guest satisfaction with its services and products. This can be carried out through efficient service by frontline employees, particularly the Front Office receptionists. Developing an efficient workforce may depend on their sense of belonging or loyalty to the organization. There are many ways and means of developing employees’ levels of loyalty to their organization. Empowering employees and high job satisfaction levels are among the studied factors that influence positive employee outcomes. This study was conducted to examine the influences of psychological empowerment and overall job satisfaction on the employee loyalty of Front Office Receptionists in Kuala Lumpur 5-star hotels. A total of 210 questionnaires were distributed at 21 hotels rated as 5-star hotels in Kuala Lumpur, Malaysia. Results showed that employee psychological empowerment does not have any significant impacts on loyalty. However, the findings suggested that overall job satisfaction did have a significant influence on loyalty. Hotel managers might consider more competitive solutions in their effort to increase the employee’s loyalty, for example by enhancing participation in the departmental decision making, encourage creativity, implementing a better work environment and employment packages.

Metadata

Item Type: Article
Creators:
Creators
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Abd Patah, Mohd Onn Rashdi
UNSPECIFIED
Zain, Razlan Adli
UNSPECIFIED
Abdullah, Dahlan
UNSPECIFIED
Mohd Radzi, Salleh
UNSPECIFIED
Subjects: G Geography. Anthropology. Recreation > G Geography (General) > Travel and the state. Tourism
H Social Sciences > HD Industries. Land use. Labor > Service industries
H Social Sciences > HF Commerce > Personnel management. Employment management > Job satisfaction
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
UiTM Journal Collections: UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914 ; 2590-3837
Volume: 1
Number: 3
Page Range: pp. 1-20
Official URL: https://www.jthca.org/
Item ID: 19420
Uncontrolled Keywords: psychological empowerment, overall job satisfaction, employee loyalty, front office receptionists
URI: https://ir.uitm.edu.my/id/eprint/19420

ID Number

19420

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