1.1 Introduction
Employees are provided satisfaction to make them loyal to hotel. But most of the organizations are still fail to satisfy their employees and to receive their loyalty at all because they do not know about the factors that help in getting employee loyalty. Our study will help these organizations to identify their shortcomings and also the factors those help in gaining the loyalty of their employees. They can easily then judge the association of satisfaction and loyalty of the employees. Most of the industries make their different training programs like worker’s training, their performance appraisal system, working conditions, different rewards according to their different company’s laws and policies.
As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are Significance of the study, Scope of work, Research hypothesis and questions, Limitations of the Study and Definition of technical terms.
1.2 Background of Study
Employees are a fundamental component of service delivery in the hotel industry (Karatepe & Uludağ, 2007). As such, it is important for hotel managers to keep employees motivated all the time (Çetin, 2013). Moreover, motivating employees can positively affect the performance of employees which in turn can affect service quality and hotel occupancies. Consequently, employee motivation, plays a central role in hotel management (Wasike & Ndivo, 2015). According to Ross (2005), due to the labour intensive nature of the hotel industry, employees work under difficult situations, they work for long and, odd hours and face unpleasant experiences during the service delivery process to customers. In the delivery of hotel services, a motivated and satisfied staff is a primary concern (Kingir & Mesci, 2010). Therefore, keeping employees motivated and satisfied is very important, as customer dissatisfaction or satisfaction, with the services provided, may be influenced by employees' dissatisfaction or satisfaction levels (Çetin, 2013).
Service organizations are increasing tremendously with the passage of time and have a high value for the organization as well as in the field of study from last 20 years. Most of the countries are transferred towards service companies from manufacturing sector (Fitzsimmons and Fitzsimmons, 2006). Due to this, service sector has attained vital position in topic of discussion in academia Heskett et al. (2013) provides a strong model for the researchers to adopt in this sector. But in our literature, we have just taken one part of this model which shows relationship of loyalty of employee and their satisfaction.
In Nigeria, the hotel industry had been recognized as industry of getting high growth in service industry but the profitability of this sector is reduced by the high dissatisfaction of the employees. Whenever the employees are more contented, they have less intent to leave the job and ultimately turned towards loyalty (Hussain, 2012).
The aim of these types of rules is to get employees loyalty with the organization and make their tenure long with the organization. If an employee will spend long time with the organization, he will have more value with his organization. Still some retail companies only sees and observe satisfaction of the employee but they have less concern with the long term relationship of the employees with them. This investigation will help these different industries in hotel sector to organize different training to achieve their loyalty in order to achieve the loyalty of employees service in the sector.
Therefore, in Nigeria where the research was carried out, the activities that was conducted is to know the Employee Motivational Strategies and Its Effect on Workers Loyalty in Hospitality Industry.
1.3 Statement of Problems
Employee satisfaction and loyalty are fundamental issues that must be handled carefully by managers of hotels or any hospitality industry outfit. When this is done it will ultimately rub off on the guests or customers. More satisfaction of employee means more guests, and more guests means profit to the industry.
The study shows a strong relationship between employee loyalty and profitability. Loyalty of employee is attached to clients satisfaction and client contentment its brand image employee satisfaction is attached to employee loyalty and will ultimately increase productivity (Hosleett etal, 1997).
1.4 Aim and Objectives of Study
The aim of the study is to identify the Employee Motivational Strategies and Its Effect on Workers Loyalty in Hospitality Industry. In achieving this aim, the following specific objectives were laid out as follows:
- To find out if there is any element of employee satisfaction and loyalty in the hotel
- To investigate whether there is link between employee satisfaction and loyalty
- To determine if there is an affiliation between profitability and employee loyalty in LandMark Hotels Enugu
- To suggest ways of improving employees satisfaction employees satisfaction and loyalty in LandMark Hotels Enugu.
1.5 Research Questions
The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:
- Is there element of employee satisfaction and loyalty in the hotel?
- Is there linkage between employee satisfaction and loyalty in your hotel?
- Is there affiliation between profitability and employee loyalty?
- How can employees’ satisfaction and loyalty be improved?
1.6 Research Hypothesis
In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.
- H0: There is no significant relationship between employee satisfaction and loyalty in Hospitality Industry
- H1: There is a significant relationship between employee satisfaction and loyalty in Hospitality Industry
1.7 Significance of Study
The importance of this project cannot be overemphasized. This is because employees’ satisfaction and loyalty is a key to success in every business organization. Therefore, this work reveals ways in which organization can improve employees’ satisfaction and loyalty. Also, it will aid the increase of profitability in the hotel industry since employees are the mechanisms of all operations.
This study will be of immense benefit to other researchers who intend to know more on this study and can also be used by non-researchers to build more on their research work. This study contributes to knowledge and could serve as a guide for other study.
1.8 Scope of Study
The study focuses on the Employee Motivational Strategies and Its Effect on Workers Loyalty in Hospitality Industry using LandMark Hotels Enugu as a case study.
1.9 Limitations of the Study
During the course of this study, many things militated against its completion, some of which are:
- Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
- Research material: availability of research material is a major setback to the scope of the study.
- Frequent power failure: This made the researcher append more money on fuel to ensure sustainable power.
- Financial Constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
