Job satisfaction and work life quality among employees of hotel industry in Malaysia

This study focuses on the job satisfaction and quality of work life among employees in the hotel industry. 100 employees from three 4-star hotels in Klang Valley were selected in the survey.
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Job satisfaction and work life quality among employees of hotel industry in Malaysia International Journal of Management (IJM) Volume 10, Issue 5, September - October 2019, pp.145–153, Article ID: IJM_10_05_013 Available online at http://www.iaeme.com/ijm/issues.asp?JType=IJM&VType=10&IType=5 Journal Impact Factor (2019): 9.6780 (Calculated by GISI) www.jifactor.com ISSN Print: 0976-6502 and ISSN Online: 0976-6510 © IAEME Publication JOB SATISFACTION AND WORK LIFE QUALITY AMONG EMPLOYEES OF HOTEL INDUSTRY IN MALAYSIA Farah Laili Muda Ismail Faculty of Economics & Muamalat & Centre for Core Studies, Universiti Sains Islam Malaysia Nor Ailis Abd Wahab Faculty of Economics & Muamalat, Universiti Sains Islam Malaysia Anita Ismail Faculty of Economics & Muamalat & Centre for Core Studies, Universiti Sains Islam Malaysia Latifah Abdul Latiff Faculty of Leadership & Management & Centre for Core Studies, Universiti Sains Islam Malaysia ABSTRACT Being in a competitive industry, the hotel employers/managers have to be strict and firm with the discipline and performance of the employees. This situation sometimes may affect the job satisfaction and quality of work life among the employees. This study focuses on the job satisfaction and quality of work life among employees in the hotel industry. 100 employees from three 4-star hotels in Klang Valley were selected in the survey. The results show that working conditions, feeling accomplishment, using their own ability; and being ‘somebody’ in the community as among important elements in job satisfaction. Besides, in retaining the quality of work life, the employees need a pleasant work environment, fair pay, jobs that match their skills; and working with cooperative employees. Key words: hotel, employees, job satisfaction, quality of work life Cite this Article: Farah Laili Muda Ismail, Nor Ailis Abd Wahab, Anita Ismail and Latifah Abdul Latiff, Job Satisfaction and Work Life Quality among Employees of Hotel Industry in Malaysia, International Journal of Management, 10 (5), 2019, pp. 145– 153. http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=10&IType=5 http://www.iaeme.com/IJM/index.asp 145 editor@iaeme.com Farah Laili Muda Ismail, Nor Ailis Abd Wahab, Anita Ismail and Latifah Abdul Latiff 1. INTRODUCTION Hotel industry is part of services trade, which deals directly with human. It is associated with hospitality and service quality that should satisfy customers. People always perceive hotels as a subject matter of comfort and luxury. To achieve customer satisfaction and wants, hoteliers need to ensure that the services provided are at the proper level. Thus it is very certain that the staffs that are working in this industry hold very important and significant roles in getting good reviews from customers (Hassan, et al., 2015) For instance, the customers always evaluate the behavior and attitude of the staffs when they interact at the counter. Besides, the way the staffs entertain those when they seek for information or assistance are also important (Saleh, et al., 2013). All aspects such as cleanliness, provision of facilities and services are assessed based on the staffs’ work attitude and performance. Therefore, the duty of a hotel staff is very challenging as they deal directly with the various characters and customers' woes. 2. LITERATURE REVIEW 2.1. Challenges Working in Hotel Industry Tourism and hospitality industries create many employment opportunities in different areas like accommodations, transportation, attractions sites. Therefore, the availability of skilled and trained manpower is a crucial element in the success of any tourism development plan or program. However, some constraints of employment in tourism industry such as unstable employment, low job status, long antisocial working hours and low pay may occur. As the consequence, this industry may face the difficulty of recruiting suitable staff and high staff turnover due to the nature of the jobs (Fernandez & Worasuwan, 2017). It is an unwise action when staffs that are working in tourism and hospitality sectors are given less attention by the employers. This is because the staffs are the heart for excellent and prompt service delivery system. According to Aynalem, Birhanu and Tesefay (2016) the relationship between human resources and tourism can be expressed in two main aspects. First, tourism can only flourish if the industry can employ an adequate supply of good quality staff or sustainable workforce. The other issue is that the way in which staffs are treated by both managers and customers and vice versa should be in line with social equality and justice. The service providers must always bear in mind that the quality of tourists’ experiences and images in a destination is highly depending on employees’ professionalism. When discussing on employees’ responsibilities to deliver quality service and their contribution to the customers, the employers also need to consider on the happiness and satisfaction of working among the employees. Two important aspects in work are job satisfaction and quality of work life. 2.2. Job Satisfaction (JS) The concept of JS has been defined in many ways. However, the most frequently used definition of JS in organizational study is Locke (1976), who describes JS as a pleasurable or positive emotional state resulting from the appraisal of one's job or job experiences. Statt (2004) definition is parallel with Locke (1976) particularly in terms of intrinsic motiva ...