Gap analysis of employee satisfaction at a national park: Round Hill Park

This study explored the possible causes of low employee satisfaction ratings at a particular national park, Round Hill Park, and recommended solutions for causes validated through analyzing triangulated (observations, document analysis (employee action plans), and interviews) data. The purpose of this study was to determine the knowledge, motivation, and organizational causes of and solutions for low employee satisfaction ratings at Round Hill Park using the gap analysis process (Clark & Estes, 2008). Clark and Estes (2008) stated that in order to close a performance gap and achieve a performance goal, the causes of the gap needed to be identified to determine the type of performance improvement program required. Specifically, they stated that gaps typically occur in at least one of the following three areas: people's knowledge, their motivation to achieve goals, and organizational barriers. The data collected using observations made of employees during guided discussion sessions, using employees' action plans, and using phone interviews conducted with employees indicated that the validated knowledge, motivation, and organization causes for low employee satisfaction at Round Hill Park were that employees were not satisfied with communication practices within the organization, with employee empowerment policies, or with the management of required resources for job accomplishment. Solutions such as creating a cross-divisional employee working group dedicated to increasing the amount and type of reliable information and communication available to employees, to advocating for increased employee empowerment, and to ensuring leadership was aware of required resources for employees to do their jobs were suggested for the NPS to begin closing the gap between current employee satisfaction ratings and NPS desired ratings.