A study of job satisfaction and its relationship with turnover intentions and organizational citizenship behaviour among employees of hotels in Malaysia

Abstract

Employees’ job satisfaction is always critical to hospitality industry that relies heavily on its employees as the service provider to achieve competitive advantage and long term success. Although there are many researches carried out to investigate the level of job satisfaction in multiple industries, the studies of job satisfaction among hotel employees are still scarce. Therefore, this research is aimed to determine the level of job satisfaction among employees in Malaysian hotels and the main factor affecting the level, as well as the impact of job satisfaction on employees’ turnover intentions and Organizational Citizenship Behaviour (OCB). This report analyses the data collected from questionnaires that have been distributed to the respondents working at Everly Group Hotels, with response rate of approximately 74%. The findings indicate that that the employees of Malaysia’s hotels are moderately satisfied with their job and the main factor affecting their level of job satisfaction is co-workers relationship. In addition, it has been revealed that employees’ job satisfaction has strong negative relationship with turnover intention, and medium positive relationship with organizational citizenship behaviour. Recommendations for future research and suggestion for improvement are discussed at the end of this study.