The Empirical Study Of Employee Satisfaction And The Relationship Between Hotel Service Quality

Recently, in the development of the hotel in domestic, especially the number of the high-star hotel increases every year. Meanwhile the large foreign brand hotel groups seize the domestic market, there is still a great lack of human resource management and service quality management in domestic brand hotel group. It restricts the branding and the internationalization of the hotel industry. Therefore treating the employees becomes an important way to improve the service quality of the domestic high-star hotel.In this thesis, the basic research idea is "Service-Profit Chain". It focuses on the effecting between the internal service quality and employee overall satisfaction. And it also researches the relationship among the employee overall satisfaction, employee behavior and customer perceived service quality. Through the questionnaire and managers interviews of a high-star group hotel, after a series of empirical analysis, it suggests many creative findings. Firstly, there is a significant relationship between internal service quality and employee satisfaction in the aspects of the work confidence, performance opportunities, fairness and job training. Secondly, emotional elements are the mediating variables between internal service quality and employee satisfaction. Thirdly, employee behavior is not significantly associated with service quality, but the employee overall satisfaction is. Fourthly, there is a significant difference on employee satisfaction levels between different levels of education.According to the hotel group’s management practices and the above findings, this paper proposes a series of highly operative and reasonable proposals on internal service quality in order to improve the employee satisfaction and service quality.