I
NTERNATIONAL
J
OURNAL OF
M
ULTIDISCIPLINARY
S
CIENCES AND
E
NGINEERING
,
V
OL
.
2,
N
O
.
5,
A
UGUST
2011
[ISSN:
2045-7057]
www.ijmse.org 42
satisfaction and financial performance may not be found
because it is mediated by customer satisfaction [1].
In service industry, customer satisfaction is the key to
success. A positive relationship exists between customer
satisfaction, employee satisfaction and perceived service
quality. Customer perceived service quality completely
intercedes between job satisfaction of employees and
customer satisfaction. Service-profit chain framework shows
that employees who are satisfied can be more productive than
those employees who are less satisfied [2].
B. Employee Satisfaction
It is factual that employee satisfaction is an innermost
concern in service industry. It is a multi-factorial construct.
Employee satisfaction contains basic factors, excitement
factors and performance factors. Basic factors are the
minimum requirements that cause dissatisfaction. Excitement
factors increase customer satisfaction and performance
factors result in satisfaction only when performance is high
[3].
Employee satisfaction is closely related to service quality
and customer satisfaction which is then related to firm
profitability. Service quality has a positive persuade on
customer satisfaction. Besides this, firm profitability has a
reasonable non-recursive effect on employee satisfaction.
Employee satisfaction plays a considerable role in enhancing
the firm profitability and improving operational performance
of organizations and quality of goods and services. There is
no doubt in it that employee satisfaction is critical to attain
quality and profitability in service industry especially.
Employee satisfaction impacts quality at industry through
satisfaction-quality-profit cycle. In service industry, to
achieve quality and profitability at organization, employee
satisfaction is fundamental and without it, service industry
cannot think of being successful [4].
Employee loyalty is the important factor to improve
service quality which is interconnected to customer
satisfaction and customer loyalty and it gives progress to
make firm profitability in industries. [8].
An imperative relationship exists between employee and
organization. This employee organization relationship plays
an important role in success of any organization. There is a
need of developments in it. Managers are believed to develop
a role relationship in which actions and decisions should
promote the interest of organization. Employee involvement
and contributions in organization is outcome of the interest.
The quality of employee organization relationship requires
fulfillment of needs, quality of interaction, adaptability and
identification [5].
Employee empowerment is also an effective way of
satisfying them. When employees are given employee
empowerment, then it leads to job satisfaction. Employee
empowerment also causes customer satisfaction. Similarly
job satisfaction also leads to customer satisfaction which
leads to organizational success [6].
Employee satisfaction is in fact job satisfaction. Job
satisfaction is an important job organization factor. Both of
them are significantly related. Therefore, it is necessary to
maintain job satisfaction so that employees can be motivated.
In studying job satisfaction, job rotation, work method,
problem solving and goal setting are important factors to
consider and job satisfaction is also influenced by employee’s
age, marital status and work experience [7].
The distinction of individual employment characteristics
may influence how employees feel about their work
environment [9] and the relationship between employee
satisfaction and financial performance may not be easily
perceptible due to the fact that it is reconcile by customer
satisfaction [10].
III. METHODOLOGY
A. Measurement
In this research paper, we investigate factors of employee
satisfaction that affect organizational performance. For
exploring those factors, firstly customer’s experience was
accumulated. Satisfied employees would culminate customer
satisfaction and this will result in organizational success.
Based on literature review, two self-administrated
questionnaires were developed. One questionnaire was
designed to get response from customers for their experience
at hotels and other questionnaire was designed to get
response from employees for their job satisfaction.
In questionnaire designed to collect customer satisfaction
data, following things were observed:
• The customers/respondent’s personal profiles related to
gender, education, income and willingness to stay at
hotels.
• The customers experience related to greeting,
atmosphere, environmental cleanliness, food and service
quality.
In questionnaire designed to collect employee satisfaction
data, the following things were observed:
• Employee salary and promotion.
• Employee satisfaction related to the guidance and
training to employees and their physical working
conditions.
• Employee response related to work load at employees
and their contribution.
All the responses were measured using Likert-type scale,
where 1=strongly disagree and 5=strongly agree.
B. Data Collection
In this research, data was collected from 12 well known
(five or seven stars) hotels in 4 big cities of Pakistan. The
questionnaires were distributed among customers and
employees and requested to fill them up with their personal
preferences.
A total of 150 questionnaires were collected from
customers and 25 questionnaires were collected from
employees. Among them, 132 customer questionnaires and
20 employee questionnaires were selected for analysis
because remaining questionnaires were having incomplete
answers.
C. Data Analysis