Employee perception on service quality in predicting employee satisfaction

The purpose of this study conducted is to examine service quality dimensions in predicting employee satisfaction among front line employee. The populations of this study consist of 79 from three departments which are housekeeping, F&B and front office in HOTEL ROYALE CHULAN SEREMBAN. Total number of questionnaire is seventy nine (79) but only 71 questionnaires is return back and relevant to be use. The service quality dimensions are been used to predict employee satisfaction which the dimensions are tangibility, reliability, responsiveness, assurance and empathy. This study is conduct by using data that get from Human Resource department in Hotel Royale Chulan Seremban. Based on the result of this study, it shown that only tangibility is not significant with this study while reliability, responsiveness, assurance and empathy have significant relationship. The result of this study recommended that management needed to understand employee that work with insufficient man power which the number of turnovers is increase that make them feel unsatisfied with their job. On that management needed to help them by hiring more employee or part time employee to help them as man power. For the future