Ricky, Ricky and Are, Robert La (2017) Impact of Employee Satisfaction Toward Customer Satisfaction In The Hotel Industry : Overview in Hotel X. Bachelor thesis, Swiss German University.

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Abstract

Employee satisfaction is important in increasing customer satisfaction indirectly. There are a lot of factors that can affect employee satisfaction itself. In addition, those factors have their own value about how much impact do they affect the employee satisfaction. On the other hand, to determining customer satisfaction also need a couple of factors as an indicator for the standard. This thesis aim is to do further study about the impact of employees satisfaction toward customers satisfaction in Hotel X. In the beginning, the author collected information from the past existed information for the literature review in order to understand the relationship between employees satisfaction and customers satisfaction and also which needs give the highest impact toward employee satisfaction. The primary research that being used by the author is conducting surveys. The population of this research are 857 employees that working in Hotel X and the sample are 90 employees in Hotel X. After that, that collected data will be analyzed and compared with the support of literature review. From the outcome, the conclusion is employees satisfaction give impact toward customers satisfaction. In addition, the impact cause by the increase of employees satisfaction also increase the job performance in which give impact to the experience that customer will get. Moreover, the needs of love and self-esteem give the highest impact toward employee satisfaction

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Customer ; Employee ; Satisfaction ; Impact ; Service Quality
Subjects:	T Technology > TX Home economics > TX901 Hospitality industry
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Adityatama Ratangga
Date Deposited:	15 May 2020 04:16
Last Modified:	15 May 2020 04:16
URI:	http://repository.sgu.ac.id/id/eprint/248

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