The Effect of Demographic Variables on Work Attitudes and Intentions to Quit: The Case of the Hotel Industry in Cape Coast and Elmina (Published)
Employee turnover is a problem for organizations and is one of the challenges facing human resource managers. As such several studies have looked at antecedents of turnover. Among the emergent antecedents are demographic variables which are deemed to influence attitudes that could either make or unmake organisations. Since attitudes mean a lot in labour-intensive industries, the need to examine these attitude-eliciting factors become important. This paper therefore, sought to find out the effect of demographic variables on work attitudes and intention to quit in the hotel industry in Cape Coast and Elmina. Independent sample T-tests and One-way ANOVA were used to assess the relationships between demographic variables and work attitudes. The results revealed there was significant differences between younger adults’ and older adults’ level of satisfaction as far as salary levels were concerned. Similarly, this was the case with nature of work and motivation. Accordingly, it was recommended that Human resource policies be tailored to meet and satisfy the specific needs of each age group as what might motivate the younger generation may not have the same effect on the older generation.
Sustainable Motivational Factors towards the Enhancement of Employees Productivity and Efficiency (Published)
Motivation is the psychological process that gives behavior purpose and direction to achieve organization’s desired goals and objectives. Motivation is one of the most significant ways to attract and retain employees in an organization as well as to make them to do most productive and efficient work. Motivational factors and strategies are very significant concept of management activities to retain and make them loyal employees. All over the world, the large multinational corporations to medium and even small firms recognize that there is no best alternative ways than motivational strategies to communicate with employees and motivate them to most desired and productive work in the most efficient ways. The more a firm knows about its employee’s base, their needs, the easier it is to develop a motivational strategy that will appeal to these characteristics and motivated them well. The purpose of the study is to fine out and determine the distinct motivational strategies and factors which will suit the best to motivate employees. In the present competitive world if any business organization has to survive, it needs to keep an eye on the distinct needs of employees as well as the factors that motivate them well. The study investigates, measures, and evaluates the motivational activities of any organization from the reflection light of employee’s perceptions. To do this Five-Point Likert Scale has been used to survey employees. The study actually reveals the state of employee driven motivational activities and strategies and the employee perception on this perspective and whether these activities are standard and employee perceptions are able to increase productivity and efficiency in every organization. The study also focused to the extent that whether these activities and the defined employee perception can create positive impact on organization and be able to create positive contribution on the building of brand image of the organization. The study found that different motivational activities and its dimensions bound employees to perceive value chain of their work differently and motivate them well. So every organization should analyze the motivational factors and strategies as well as employees expectations first and then it should make a diagram or plan so that the organization can meet its target goals and objectives in the long run through employee satisfaction.
Keywords: ERG Theory, Employee Satisfaction, Employee driven motivation strategies, Equity Theory, Goal Setting Theory., Motivation, Motivation Strategies, Motivation-Hygiene Theory, expectancy theory
EFFECT OF INTERNAL CUSTOMER CARE ON EMPLOYEE SATISFACTION IN TANZANIA’S SMALL AND MEDIUM HOTEL INDUSTRY ENTERPRISES (Published)
This article presents the findings of the study carried out in Tanzania on the influence of internal customer care on the satisfaction of employees. The hotels, which largely depend on customer care for their success in the hospitality industry, were used as a case study. The paper utilises data generated in two phases. The initial data was originally collected by the author during postgraduate diploma studies at the University of Dar es salaam in 2007. Supplementary data was collected between June and December 2012 using semi-structured and descriptive study. A sample of 79 respondents was selected purposive. Based on the literature, the author developed a conceptual framework for analysing the relationship between internal customer care and employee satisfaction. Although customer care has become a celebrated concept in the existing literature, the application appears limited largely to taking care of the buyer at the expense of the internal customer, the employee. Indicative qualitative responses of the employees in the current study show that those hotels, which honoured internal customer care boosted their employees’ morale and commitment, thus leading to job satisfaction, which is a crucial factor in promoting quality service in the hotel industry. On the other hand, hotels that downplayed and overlooked the significance of internal customer care mainly had employees who expressed a low degree of job satisfaction and just served external customers as strategy of protecting their employment and keeping their contractual obligations.. On the basis of these findings, the study recommends that hotels in this East African country need to invest strategically in internal customer care as a way of augmenting and promoting external customer care.