The relationship between employee satisfaction, service quality, customer satisfaction and profitability in 5-star hotels in Kuala Lumpur

Abstract

This research investigates on The Relationship between Employee Satisfaction, Service Quality, Customer Satisfaction and Profitability in 5-star Hotels in Kuala Lumpur. Employee satisfaction, service quality and customer satisfaction serve as influential functions to profitability. This research looks over the correlation between these variables. Accordingly, research methodology was developed and discussed. The research data was collected from the top and middle managers of the hotels in Kuala Lumpur. The research found that employee satisfaction has a vital effect on service quality and customer satisfaction. Moreover, improvement of customer satisfaction level will directly lead to an increase in profitability. Therefore it is important for hotels operators to ensure that employee job satisfaction is met at all time in order to for their customers to attain good service quality from their staff and increase their hotel profitability. The research limitations, managerial and theoretical implications were also discussed and ending with some directions for further research.