A Study Of The Influence Of Internal Service Quality On Employee Retention In Hotel Industry

This paper takes the service-profits chain model as the theoretical basis, theenterprise’s internal service quality as an important factor in employee retention. Atthe same time, combining with the characteristics of the hotel industry, the studyanalyzes empirically the related factors of affecting employee retention. This will notonly help to keep good employees in hotel, and also provide sufficient support foracademic research.This research takes high-star hotel employees in Xiamen city as the research object,using a questionnaire survey and interview. Then the data of the investigation isstatistically analyzed by SPSS19.0through methods of one-way ANOVA,inter-correlation, regression analysis. The purpose of the study is to discuss therelationship during the hotel internal service quality and employee retention, andunderstand how employee satisfaction play a intermediary role, then sum up the keyfactors that affect the relation. The main conclusions are as follows:1. The demographic-sociological variables of hotel employees have differentimpacts on the internal service quality, employee satisfaction and employee retention.2. Internal service quality and hotel employee retention are significantly andpositively related. Internal service quality can positively predict employee retentionof hotel employees.3. All dimensions of the internal service quality are significantly and positivelyrelated to the employee retention of hotel employees, and Reliability, Assurance,Empathy and Equityof the internal service quality can have positive effects onemployee intention.4. Internal service quality and hotel employee satisfaction are significantly andpositively related. And all the six dimensions of the internal service quality havepositive influence on hotel employee intention, but the predictive power of the Equityis the greatest.5. Employee satisfaction and hotel employee retention are significantly andpositively related. And employee satisfaction plays a part of the intermediary role between internal service quality and hotel employee retention.Based on these conclusions, this research provides some managementrecommendations to enhance the employee retention, bases on the perspective of theAssurance, Empathy and Equity of the internal service quality. Besides, somepractical guidance is also provided for the hotel in retaining employee.