The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia

Yunus, NKY (2012): The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia. Published in: International Journal of Economics Business and Management Studies , Vol. 1, No. 1 (2012): pp. 22-29.

Abstract

This paper is focused on hotel customers' internal and external satisfaction. Some previous studies had only focused on the customers' external satisfaction and only a few studies had managed to link between the two variables. The study also looked into factors which may act as internal variables such as the employer-employee relationship, employee relationship as well as employee- customer relationship. As for the external variables, these may involve looking into other aspects of satisfaction, such as customer satisfaction towards the service and facilities provided by the hotel. The main focus of the study was to view the relationship between the customers' intrinsic satisfaction with the customers' external satisfaction and the factors which may influence the customers. The data had been randomly gathered from 120 samples by questionnaire distribution among hotel guests and employees in Kuala Lumpur, Port Dickson, Penang, Trengganu and Kota Kinabalu. Overall, this study had managed to uncover the factors which influenced customers' internal and external satisfaction and also discovered possible relationship between the two types of satisfaction.

• Item Type: MPRA Paper
• Language: English
• Keywords: Employee Satisfaction; Customer Satisfaction; Service Quality; Service; Hotel Industry; Internal Factors; External Factors
• Subjects: M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M3 - Marketing and Advertising > M31 - Marketing

References

Agarwal, S., Erramilli, M. K. & Dev, C. S. (2003). Market Orientation and Performance in Service Firms: Role of Innovation, Journal of Services Marketing, 17(1), pp.68-82

Aksu, A. A. & Aktas, A. (2005). Job Satisfaction of Managers in Tourism. Cases in the Antalya region of Turkey, Managerial Auditing Journal, 20(5), pp. 479-488.

Bitner, M. J., Booms, B. H. and Mohr, L. A. (1994). Critical Service Encounters: The Employee's Viewpoint, Journal of Marketing, 58(4), pp. 95-106.

Bowen, J. T. and Chen, S. (2001). The Relationship between Customer Loyalty and Customer Satisfaction, International Journal of Contemporary Hospitality Management, 13(5), pp. 213-217.

Brown, S. P. and Lam, S. K. (2008). A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses, Journal of Retailing, 84(3), pp. 243-255.

Danaher, P. J. & Mattsson, J. (1994). Customer Satisfaction during the Service Delivery Process, European Journal of Marketing, 28(5), pp.5-16.

Eccles, G. and Durand, P. (1997). Improving Service Quality: Lessons and Practice from the Hotel Sector, Managing Service Quality, 7(5), pp. 224-226.

Eskilden, K. J., Kristensen, K. and Westlund A. H. (2003). Work Motivation and Job Satisfaction in the Nordic Countries, Employee Relations, 26(2), pp. 122-136.

Kandampully, J. and Suhartanto, D. (2000). Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image, International Journal of Contemporary Hospitality Management, 12(6), pp. 346 – 351.

Kau, A. and Loh, E. W. (2006). The Effects of Service Recovery on Consumer Satisfaction: A Comparison between Complainants and Non-Complainants, Journal of Services Marketing, 20(2), pp. 101 – 111.

Lam, T., Baum, T. and Pine, R. (2001). Study of Managerial Job Satisfaction in Hong Kong’s Chinese Restaurant, International Journal of Contemporary Hospitality Management, 13(1), pp. 35-42.

Meirovich, G. and Bahnan, N. N. (2008). Product/Service Quality and Emotional Aspect of Customer Satisfaction, Academy of Management - 'Best Paper' Proceedings.

Min, H., Min, H. and Chung, K. (2002). Dynamic Benchmarking of Hotel Service Quality, Journal of Services Marketing, 16(4), pp. 302-321.

Oshagbemi, T. (2000). Is Length of Service Related to the Level of Job Satisfaction?, International Journal of Social Economics, 27(3), pp. 213-226.

Oshagbemi, T. (2003). Personal Correlates of Job Satisfaction: Empirical Evidence from UK Universities, International Journal of Social Economics, 30(12), pp. 1210-1232.

Poon, W. and Low, K. L. (2005) Are Travellers Satisfied with Malaysian hotels?, International Journal of Contemporary Hospitality Management, 17(3), pp. 217-227.

Rahman, N. M. and Hanafiah, M. H. (2002). Commitment to Organization Versus Commitment to Profession: Conflict or Compatibility? Jurnal Pengurusan, 21, pp. 77-94

Tsang, N. and Qu, H. (2000). Service Quality in China’s Hotel Industry: A Perspective from Tourists and Hotel Managers, International Journal of Contemporary Hospitality Management, 12(5), pp. 316-326.

White, C. and Yu, Y. (2005). Satisfaction Emotions and Consumer Behavioral Intentions, Journal of Services Marketing, 19(6), pp. 411-420.

Yoon, M. H., Seo, J. H. and Yoon, T. S. (2004). Effects of Contact Employee Supports on Critical Employee Responses and Customer Service Evaluation. Journal of Services Marketing, 18(5), pp. 395 -412.