Muzalifah Monil and Musaiyadah Ahamadun and Muhammad Izwan Ikhsan and Masnih Mustapa and Nur Ilma Ambo (2024) Does communication satisfaction influence job performance: A study on the Malaysian hotel industry. Insight Journal Volume, 11. pp. 1-8.
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Abstract
Frontline employees play a pivotal role in shaping the public perception of the hotel industry, serving as a crucial standard for competing on service quality. This research aims to examine how emotional intelligence and communication satisfaction influence job performance among frontline employees, employing a causal steps approach. A structured survey, adapted from previous studies, measured job performance (18 items), emotional intelligence (21 items), and communication satisfaction (17 items) among 377 respondents from star-rated hotels in Malaysia. The findings highlight significant and positive correlations between emotional intelligence, communication satisfaction, and job performance. The study emphasises the potential for the hotel industry to enhance frontline employee performance through targeted training interventions based on these results.
| Item Type: | Article |
|---|---|
| Keyword: | Communication Satisfaction, Emotional Intelligence, Frontline Employees, Hotel Industry, Job Performance |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28-9999 Industries. Land use. Labor > HD4801-8943 Labor. Work. Working class > HD8039 By industry or trade H Social Sciences > HG Finance > HG1-9999 Finance > HG179 Personal finance |
| Department: | FACULTY > Faculty of Islamic Studies |
| Depositing User: | ABDULLAH BIN SABUDIN - |
| Date Deposited: | 13 Mar 2025 08:43 |
| Last Modified: | 13 Mar 2025 08:43 |
| URI: | https://eprints.ums.edu.my/id/eprint/43168 |
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