Drivers of Hospitality Industry Employees' Job Satisfaction, Organizational Commitment, and Job Performance

Organizations that are serious about making improvements are going to have to deal with the issue of job satisfaction. Job satisfaction can be best described as the positive feeling that an individual has about their job resulting from an evaluation of the job’s characteristics (Robbins & Judge, 2009, p.31). It would seem natural to think that job satisfaction would have a positive correlation with successful organizations. What impact does job satisfaction have on an organization? Research will show that there are not only internal effects from performance related issues, but also external effects that impact customer satisfaction.

Job satisfaction is an attitude that employees have about their work and can related to the performance of a company. Job satisfaction as the key attitude related to employee behaviours and the work outcome. Organizational commitment is a psychological state that binds an employee to an organization.

They proposed study designs a questionnaire and distributed it to 243 randomly selected employees. There were four hypotheses in the survey. The first hypothesis investigated whether employment type influenced customer satisfaction or not. The second hypothesis examined whether training as well as empowering employees could increase organization commitment or not. The third hypothesis studied whether there is a positive relationship between creating motivation as well as job security and profitability. Finally, the last hypothesis tried to find out whether there is a positive and meaningful relationship between leadership styles and supplier satisfaction.

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The hospitality industry is seeing consolidation, growth of tech start-ups, growing connection between countries, greater competition, changing guest behaviours, dynamic travel trends and economic instability. In a bid to understand effective leadership style and qualities that are key to operating in the current

The study applied factor analysis procedures to explore the underlying dimensions of hospitality managers’ work values. The result was a four-dimension-solution with 64.49 percent of variance explained by the components. Based on the commonality within the item groupings the four dimensions were labeled as: comfort and security, professional growth, personal growth, and work environment (Chen, & Choi, 2008).

Many may argue that job satisfaction and organizational commitment are the same, but they are actually different.

Interpersonal relationship, work load,pay expectation and recognition has been founded by Maxwell and Steel (2003), as items which have impact on the level of commitment. In another study conducted by Lee (2000), perceived justice has been introduced as an item which has effect on organizational commitment. Also Schuler and Jackson (1999) noted that including employees as part of organizational process will increase the level of organizational commitment.

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To see any association that might help better understand the relationship between job satisfaction and job commitment, the researcher conducted Pearson’s correlation between Co-worker relation, Supervisor relation, The work itself, Working condition, Pay and promotion, Wage per hour, Congruence with ideal, Years in the current center, Years in the filed, Age group, Profession commitment, Field commitment and Overall commitment (Table 5).

This paper was written in the framework of an MBA thesis at the Maastricht School of Management (MSM) under the supervision of Prof Eno L. Inanga

Dr. Josiah Aduda, jaduda@uonbi.ac.ke, Lecturer and chairman, department of Finance and Accounting, School of Business, University of Nairobi, Kenya and Leonard Musyoka, University of Nairobi

Employee commitment is relative to the worker which tell us the level of involvement and loyalty to the Organization in which they are working. A considerable test is done to find out the linkage between job satisfaction with organizational commitment, job attitude and performance which is also depend upon the other work related problems. Researcher also found a complex relation between job satisfaction and performance. It is not clear in the past literature that whether job satisfaction depend on performance or performance depend on the job satisfaction (Bagozzi et al 1980, Linz et al).Organizational Commitment is very important because it determines that whether employees are likely to leave their job or improve their performance. Organizational Commitment theories was given by the Mayer & Allen. According to this theories the organization commitment have three multi-dimensional Components:

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