Employee job satisfaction, customer satisfaction and profitability in 5-star hotels in Kuala Lumpur

Abstract

This research investigates the relationship between employee job satisfaction, perceived customer satisfaction and profitability of the 5-star Hotels in Kuala Lumpur. These elements play an important role in determining firm’s profitability, especially in the hotel industry. The research data was collected from the top and middle managers of the hotels in Kuala Lumpur. The research found that employee job satisfaction has a significant influence on customer satisfaction and profitability. In addition, customer satisfaction also results higher profitability for the hotel industry. Therefore, it is important for hotels operators to ensure that employee job satisfaction is met at all time in order for their customers to attain good service quality from their staff and increase their hotel profitability. The research limitations, management and theoretical implications were also discussed and ending with some directions for further research.