Factors of workplace environment and work values: It's influence towards the standard of services provided in 4 and 5 star rated hotels in Kota Kinabalu

Sharon Yvonne Freddy, (2010) Factors of workplace environment and work values: It's influence towards the standard of services provided in 4 and 5 star rated hotels in Kota Kinabalu. Masters thesis, Univerisiti Malaysia Sabah.

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Abstract

The purpose of this study is to examine the relationships between the workplace environment and work values and standard of services provided in the hotel industry to emphasize 4 and 5 star hotels in Kota Kinabalu. This study adapted the theoretical framework established by Eiglier (2004) for service (dependent variable) and for workplace environment and work values (independent variables) theoretical framework introduced by Schlesinger and Heskett (1991) also used. The relationship between the dependent variable and independent variables mentioned above were believed to influence the standard of services provided in 4 and 5 star hotels. Hence, a test was needed to prove-this relationship. In this study, tests to relate standard of services between five factors of workplace environment and the work values of hotel staff were done. Self-report questionnaires were used as a survey instrument on seven of the 4 and 5 star hotels in Kota Kinabalu and only focus on the operational employees. The data were analyzed using custom developed software. The results indicated that five factors of workplace environment which are work situation, job security, social relations, health requirements and safe physical surroundings do have a significant relationship with the standard of services. Nevertheless, the results indicated that the work values of employees proved to have the most effect on the standard of services provided in the hotel. Based on this study, it showed that a specific way to view the success factors especially in the field of hotel industry. Since the industry are a major source of employment in many countries, an thoroughly understanding on a good quality workplace environment and on employees work values will determine what kind of jobs or working environment the employee perceived as important to them in order to be successful in this industry. This will help the hotel industry to develop effective management and provide adequate and sufficient and satisfactory services.

Item Type:Thesis (Masters)
Uncontrolled Keywords:Hotel industry, 5 star hotel, 4 star hotel, Workplace environment in hotel, Hotel service standards, Hotels in Kota Kinabalu
Subjects:?? HF5549-5549.5 ??
Divisions:SCHOOL > School of Business and Economics
ID Code:3502
Deposited By:IR Admin
Deposited On:13 Feb 2012 09:25
Last Modified:13 Feb 2012 09:25

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