FACTORS AFFECTING JOB SATISFACTION AMONG EMPLOYEES IN SELECTED HOTELS

ABSTRACT

The broad objective of the study was to determine factors affecting job satisfaction among employees in different hotels within Lagos State. A total of 100 respondents were randomly selected from five hotels in Lagos metropolis, data was collected using a well structured questionnaire and was analyzed using statistical package for social sciences (SPSS version 10) for all frequency distributions

The socio-demographic characteristics of the employees showed that 56.1% are male and 43.9% are female. Most of the employees are single (58.0%); 31.0% are married and 9.0% are separated. The results of the study shows that a greater proportion (52.0%) of the hotel employees are not satisfied with their jobs. Reasons for dissatisfaction include high volume of work (27.0%), inadequate salaries (23%), lack of advancement on the job (28.0%) and (19.0%) lack of management and employee relations.

TABLE OF CONTENT

Title Page                                                                        

Certification                                                                     ii

Dedication                                                                       iii

Acknowledgement                                                            iv

Table of Contents                                                             v

List of Tables and figures                                                 vii

Abstract                                                                           viii

Chapter One: Introduction

1.1        Background of the Study                                       1

1.2        Statement of Problem                                            3

1.3        Objective of the Study                                            3

1.4        Research Questions                                               4

1.5    Limitation of Study                                                4

1.6    Significance of the Study                                       5

Chapter Two: Literature Review

1.1        Introduction                                                          6

1.2        Determinants of Job Satisfaction                           8

2.3      Theories and Models of Job Satisfaction           11

2.3.1   Affect Theory                                                     11

2.3.2   Two-Factor (Motivator-Hygiene Theory)             12

2.3.3   Maslow’s Needs Hierarchy Theory                     15

2.3.4  Job Characteristics Model                                 17

2.4      Job Satisfaction And Emotions                         17        

2.5      Job Enrichment                                                18

2.5.1   Techniques of Job Enrichment                        19

Chapter Three: Research Methodology

3.1      Research Design                                               20

3.2      Background Information on Place of Study       20

3.3      Sample Selection                                              23

3.4      Research Instrument                                        23

3.5      Data analysis                                                    23

Chapter Four: Data Presentation and Discussion       

1.1        Socio-demographic Characteristics of the           respondents 24

1.2        Level of Job Satisfaction among employees         26

1.3        Factors affecting job satisfaction                         28

1.4        Perceptions of Staff on job security                     30

         Further discussion                                              

Chapter Five: Summary, Conclusion and Recommendation

5.1      Summary                                                          32

5.2      Conclusion                                                       32

5.3      Recommendation                                              33

           References

           Appendix 

LIST OF TABLES

Table 1:     Shows the socio-demographic characteristics of the respondent.

Table 2:     Shows the socio-economic characteristics of the respondent.

Table 3:     Shows the distribution of respondent on job satisfaction.

Table 4:     Shows the distribution of respondent on factors affecting job satisfaction.

Table 5:     Shows the distribution of respondent on job satisfaction.

LIST OF FIGURES

Figure 1:    Herzberg two-factor theory

Figure 2:    Maslow’s Hierarchy of needs and employee work needs.  

CHAPTER ONE

INTRODUCTION

1.1       BACKGROUND OF THE STUDY

Job satisfaction is a pleasurable or positive emotional state resulting from the appraisal of one’s job or job experience. It is a result of employee’s perception of how well their job provides those things that are viewed as important (Locke, 1998).

The hotel industry is a great employer of labour requiring the services of skilled, semi-skilled and the unskilled labour. With various departments in the hotel, it leaves no doubt that the hotel industry provides various employment opportunities for different categories of workers in the society. So, they need to be properly managed because they make or break the organisation. With the various employment opportunities in the hotel, unemployment ratio is therefore reduced in the society. It is obvious that many organisation are yet to recognize the fact that employees are the company’s greatest assets and they need to be properly managed. Poor management of hotel workforce results in reduced productivity and profitability (Nankervis 1993).

The future success of the hotel industry lies on many factors such as satisfied customers, innovations, the ability to deliver quality service and most importantly productive employees with a healthy sense of respect and dignity about their jobs and a clear picture of their career goals as this allows the industry to satisfy customer, deliver a high level of service and also achieve financial success (Cook et al 2003).

It is in the interest of an organisation to retain employees and minimize turnover. Many hotel managers have little understanding of how to satisfy their employees and how these employees satisfaction levels influence their intent to leave their positions. Infact, because of this limited understanding, managers efforts toward employee satisfaction can sometimes create more dissonance than cohesion between employees and management leading to excessive employee turnover (Wikipedia, 2007).

If management is perceived favourable employees reciprocate with increased commitment to the organisation. As a result managers increasingly must face issues of trust and fairness, particularly in the areas of recruitment and selection, performance appraisals, compensation and benefits, promotions, demotions and terminations (Raymond, 2003).

Managers in today’s organisation have placed great importance on the issue of job satisfaction of their employees. This is because employees who are satisfied are more likely to be committed to their jobs. These workers in return, are more likely to take pride in organisational membership, believe in the goals and values of the organisation and therefore, exhibit higher levels of performance and productivity (Steinhaus and Perry 1996).

1.2       STATEMENT OF PROBLEM

There has been little or no studies on the factors affecting job satisfaction among employees in hotels within Nigeria, and in particular Lagos State. Hence, this study on completion aims of bridging the gap that had existed in literatures by providing information on the aforementioned for further studies.

1.3       OBJECTIVE OF THE STUDY

The general objective of this study is to identify the motivational factors affecting job satisfaction among employees in selected hotels within Lagos metropolis. The specific objectives are:

2.            To access the socio-demographic characteristics of the employees in the hotel. 

3.            To evaluate the level of job satisfaction among the employees of the hotel.

4.            To identify the factors affecting job satisfaction among the staff.

5.            To access the perceptions of staff on job security.

1.4    RESEARCH QUESTIONS

The following questions have been raised to further guide this research study.

1.            What are the socio-demographic characteristics of the hotel staff?

2.            What are the levels of job satisfaction among employees in the hotel?

3.            What are the factors affecting job satisfaction among staff?

4.            What are the perception of employee on job security?

1.5    LIMITATION OF STUDY

This research work will be limited to 5 hotels in Lagos metropolis due to financial and time constraint.

The hotels to be used are:

1.            Mainland hotel, Ebute Metta

2.            Eko hotel and suites, Victoria Island

3.            Sharaton Lagos hotel and towers, Maryland, Ikeja

4.            Federal Palace Hotel, Victoria Island

5.            Protea Hotels, Victoria Island

1.6    SIGNIFICANCE OF THE STUDY

The outcome from this study would be of importance to hoteliers both in the private and public sectors to assist in the effective management of employees. This study seeks to discover the elements that satisfy hotel employees. When identified, hotels should be able to use these elements as tools to satisfy and empower their employees thus obtaining more control over turnover, safety, productivity and service quality. Improving employee satisfaction and empowerment can positively affect a company’s bottom line and market share.

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