An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]

The hotel industry has the responsibility and role of increasing guest satisfaction with its services and products. This can be carried out through efficient service by frontline employees, particularly the Front Office receptionists. Developing an efficient workforce may depend on their sense of be...

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Bibliographic Details
Main Authors:	Abd Patah, Mohd Onn Rashdi, Zain, Razlan Adli, Abdullah, Dahlan, Mohd Radzi, Salleh
Format:	Article
Language:	English
Published:	Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus 2009
Subjects:	Travel and the state. Tourism Service industries Job satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/19420/ http://ir.uitm.edu.my/id/eprint/19420/ http://ir.uitm.edu.my/id/eprint/19420/7/AJ_MOHD%20ONN%20RASHDI%20ABD%20PATAH%20JTHCA%20B%2009.pdf

id	uitm-19420
recordtype	eprints
spelling	uitm-194202018-03-12T00:10:14Z http://ir.uitm.edu.my/id/eprint/19420/ An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.] Abd Patah, Mohd Onn Rashdi Zain, Razlan Adli Abdullah, Dahlan Mohd Radzi, Salleh Travel and the state. Tourism Service industries Job satisfaction The hotel industry has the responsibility and role of increasing guest satisfaction with its services and products. This can be carried out through efficient service by frontline employees, particularly the Front Office receptionists. Developing an efficient workforce may depend on their sense of belonging or loyalty to the organization. There are many ways and means of developing employees’ levels of loyalty to their organization. Empowering employees and high job satisfaction levels are among the studied factors that influence positive employee outcomes. This study was conducted to examine the influences of psychological empowerment and overall job satisfaction on the employee loyalty of Front Office Receptionists in Kuala Lumpur 5-star hotels. A total of 210 questionnaires were distributed at 21 hotels rated as 5-star hotels in Kuala Lumpur, Malaysia. Results showed that employee psychological empowerment does not have any significant impacts on loyalty. However, the findings suggested that overall job satisfaction did have a significant influence on loyalty. Hotel managers might consider more competitive solutions in their effort to increase the employee’s loyalty, for example by enhancing participation in the departmental decision making, encourage creativity, implementing a better work environment and employment packages. Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus 2009-12 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19420/7/AJ_MOHD%20ONN%20RASHDI%20ABD%20PATAH%20JTHCA%20B%2009.pdf Abd Patah, Mohd Onn Rashdi and Zain, Razlan Adli and Abdullah, Dahlan and Mohd Radzi, Salleh (2009) An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 1 (3). pp. 1-20. ISSN 2590-3837 http://www.jthca.org
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Travel and the state. Tourism Service industries Job satisfaction
spellingShingle	Travel and the state. Tourism Service industries Job satisfaction Abd Patah, Mohd Onn Rashdi Zain, Razlan Adli Abdullah, Dahlan Mohd Radzi, Salleh An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]
description	The hotel industry has the responsibility and role of increasing guest satisfaction with its services and products. This can be carried out through efficient service by frontline employees, particularly the Front Office receptionists. Developing an efficient workforce may depend on their sense of belonging or loyalty to the organization. There are many ways and means of developing employees’ levels of loyalty to their organization. Empowering employees and high job satisfaction levels are among the studied factors that influence positive employee outcomes. This study was conducted to examine the influences of psychological empowerment and overall job satisfaction on the employee loyalty of Front Office Receptionists in Kuala Lumpur 5-star hotels. A total of 210 questionnaires were distributed at 21 hotels rated as 5-star hotels in Kuala Lumpur, Malaysia. Results showed that employee psychological empowerment does not have any significant impacts on loyalty. However, the findings suggested that overall job satisfaction did have a significant influence on loyalty. Hotel managers might consider more competitive solutions in their effort to increase the employee’s loyalty, for example by enhancing participation in the departmental decision making, encourage creativity, implementing a better work environment and employment packages.
format	Article
author	Abd Patah, Mohd Onn Rashdi Zain, Razlan Adli Abdullah, Dahlan Mohd Radzi, Salleh
author_facet	Abd Patah, Mohd Onn Rashdi Zain, Razlan Adli Abdullah, Dahlan Mohd Radzi, Salleh
author_sort	Abd Patah, Mohd Onn Rashdi
title	An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]
title_short	An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]
title_full	An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]
title_fullStr	An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]
title_full_unstemmed	An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]
title_sort	empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of malaysian front office receptionists / mohd onn rashdi abd patah...[et al.]
publisher	Faculty of Hotel and Management, Universiti Teknologi MARA, Selangor, Puncak Alam Campus
publishDate	2009
url	http://ir.uitm.edu.my/id/eprint/19420/ http://ir.uitm.edu.my/id/eprint/19420/ http://ir.uitm.edu.my/id/eprint/19420/7/AJ_MOHD%20ONN%20RASHDI%20ABD%20PATAH%20JTHCA%20B%2009.pdf
first_indexed	2023-09-18T23:02:31Z
last_indexed	2023-09-18T23:02:31Z
_version_	1777418268281143296

An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: the case of Malaysian front office receptionists / Mohd Onn Rashdi Abd Patah...[et al.]

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