Job satisfaction and employees’ turnover in hotel industry: Evidence from Lagos state Nigeria

Year 2021, Volume: 7 Issue: 1, 32 - 43, 31.01.2021

Mercy Busayo Bello Yekinni Ojo Bello

https://doi.org/10.24288/jttr.844747

Cited By: 1

Abstract

Studies that examined the link between facets of job satisfaction and employees’ turnover in respect of hotels in Lagos state are limited in literature. This study therefore aims to determine the correlation between five dimensions of job satisfaction and employees’ turnover in respect of hotels in Lagos state. The study adopted a survey design. Through on-site data collection, data were collected from 332 employees of 60 hotels in Ikeja, Lagos state. Partial Least Squares were adopted for the analysis and the result show that four of the five tested hypotheses were supported. The result further show that all the five dimensions of job satisfaction considered in this study put together have the tendency of influencing 43.2% of changes in employees’ turnover in hotels in Lagos State. By clarifying the connection between the facets of job satisfaction and employees’ turnover in Lagos State, this study offers an insight for effective management of employees’ turnover in hotel industry in an emerging economy. Hence, hotel owners and managers in Lagos State can minimize employees’ turnover by enforcing strategies and practices gear towards limiting job stress, enhancing promotion opportunities, supervisor’s support, and a friendly workplace environment. To the best of the authors’ knowledge, this study is the first to determine the connection between facets of job satisfaction and employees’ turnover in respect of hotels in Lagos State using Smart PLS_SEM approach. The study argued that employees’ retention in the hotel industry in Lagos State depends on the combination of the management of job stress, enhanced promotion opportunity for staff, suitable supervisor’s support, and provision of a friendly workplace environment.

Keywords

Job Satisfaction, Employees’ Turnover, Lagos State, Hotel industry, PLS_SEM

References

• Abu Rumman, M,A, Jawabreh, O,A,A, Khaled, M. K. A and Abu Hamour, H, M, J. (2013). The impact of work environment on the average of job turnover in five-star hotels in al-aqaba city. Journal of Business Management and Strategy, 4 (2), 111-128.
• Akgunduz, Y., and Sanli, S. C. (2017). The effect of employee advocacy and perceived organizational support on job embeddedness and turnover intention in hotels. Journal of Hospitality and Tourism Management, 31, 118-125. doi:10.1016/j.jhtm.2016.12.002.
• Akhtar, N, Awan, A, A, Anwar, M, A, Saeed, S, Ali, S, & Qurban, M. (2016). Impact of job satisfaction & remuneration on turnover intention: a survey of (private) schools of (okara) Pakistan. International Review of Management and Business Research, 5 (2),653- 675.
• Alamdar H.K., Muhammad, M.N., Muhammad, .A,. and Wasim, H. (2011). Impact of job satisfaction on employee performance: An empirical study of autonomous medical institutions of Pakistan. African Journal of Business Management, 6, (7), 2697-2705.
• Ali, M. (2013). Occupational stress and trnover intention: Implications for nursing management. International Journal of Health Policy and Management, 1, (2), 169–176.
• Alkhateri, S, A, buelhassan E,. A, Khalifa, G, S, A, Nusari, M and Ali, A. (2018). The impact of perceived supervisor support on employees turnover intention: the mediating role of job satisfaction and affective organizational commitment. International Business Management, 12 (7), 477-492.
• Bares, A. (2016). Turnover rates by industry. Retrieved from http://www.compensationforce.com/2017/04/2016-turnover-rates-by-industry.html
• Bhatti, MA., Mohamed Battour, M., Pandiyan Kaliani Sundram, V., and Aini Othman, A. (2013). Transfer of training: does it truly happen? An examination of support, instrumentality, retention and learner readiness on the transfer motivation and transfer of transfer of tranining. European Journal of Training and Development, 37, (3), 273-297.
• Bhatti, N., Hashimi, M.A., Raza, S.A., Shaikh, F.M., and Shafiq, K. (2011). Empirical analysis of job stress on job satisfaction among university teachers in Pakistan. International Business Research, 4, (3), 264-270.
• Bohlander, S.G. (2004). Managing human resources, 13th Edition. UK: International Student.
• Bothma, F.C., and Roodt, G. (2013). The validation of the turnover intention scale. South African Journal of Human Resource Management, 11, (1), 507−519. http://dx.doi. org/10.4102/sajhrm.
• Chandrasekar, K. (2011). Workplace environment and its impact on organizational performance in public sector organizations. Karaikudi, India: Alagappa University.
• Chang, K and Lu, L. (2009). The influence of occupation on stressors and work behaviours. The International Journal of Human Resource Management, 20, (3), 591-605.
• Chen, J., Wang, L., and Tang, N. (2014). Half the sky: The moderating role of cultural collectivism in job turnover among chinese female workers. Journal of Business Ethics, doi:10.1007/s10551-014-2395-1.
• Chepchumba, T, R, and Kimutai, B, D. (2017). The relationship between employee compensation and employee turnover in small businesses among safaricom dealers in eldoret municipality, Kenya. International Journal of Economics, Commerce and Management, 5 (2), 490 -501.
• Chepkwony, C.C., and Oloko, M. (2014). The relationship between rewards system and job satisfaction: A case stusy of teachers service commission, kenya. European Journal of Business and Social Sciences, 3,(1),59-70.
• Chiang, C. F, Back, K. J, and Canter, D. (2005). The impact of employee training on job satisfaction and intention to stay in the hotel industry. Journal of Humities Restaurant, Hospitality and Tourism, 4, (2), 99 -118.
• Chikwe, A. C. (2009). The impact of employee's turnover: the case of leisure, tourism and hospitality industry. The consortium journal, 14, (1), 43-56.
• Chin, W. W., Marcolin, B. L., & Newsted, P. R. (2003). A partial least squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information system research, 14, (2), 189-217.
• Cohen, J. (1988). Statistical power analysis: A computer program. UK: Routledge.
• Cranny, E.R., Smith, I.I., and Stone., T.U. (2014). Determinants of job satisfaction among police officers. International Research and Modern Sociology, 24, (1), 109-116.
• Danish, R.Q, and Usman, A. (2010). Impact of reward and recognition on job satisfaction and motivation: An empirical study from Pakistan. International Journal of Business and Management, 5, (2), 159-167.
• Demir, C., Çolakoğlu, Ü., and Güzel, B. . (2007). Relationship between employee turnover and the location of hotels: The case of kuşadası and izmir in Turkey. Journal of Yasar University, 2, (5), 477-487.
• Dessler, G. (2008). Human resource management.11th Edition. New Jersey: Pearson Education .
• Dessler, G. (2011). Human resource management. USA: Prentic-Hall. Edward, P. L. (2000). Performance, pay and productivity. American Economic Review, 90:1346 – 61.
• Ekabu, P. K, Nyagah, G., and Kalai, J. M . (2018). Influence of promotional prospects on turnover intentions of public secondary school teachers in meru county. European Scientific Journal, 14, (25), 27-36.
• Emelda, I.O, Onuoha, B.C., and Akihgbe, J.O. (2016). Promotion and turnover intentions in selected oil firms in river state. International Journal of Advanced Academic Research | Social & Management Sciences, 2 (8), 76-84.
• Emiroğlua, B.D., Akovab, O., and Tanrıverdic, H. (2015). The relationship between turnover intention and demographic factors in hotel businesses: A study at five star hotels in Istanbul. Social and Behavioral Sciences, 207 (1) 385 – 397 doi: 10.1016/j.sbspro.2015.10.108.
• Faldetta, G., Fasone, V., and Provenzano, C. (2013). Turnover in the hospitality industry: Can reciprocity solve the problem. Revista de Turismoy Patrimonio Cultural, 11, (4), 583-595.
• Farh, C. C., and Seo, T. (2012). Emotional intelligence, teamwork effectiveness, and job performance: The moderating role of job context. Journal of Applied Psychology, 12, 23-56.
• Glissmeyer, M. (2012). Role conflict, role ambiguity and intention to quit the organization: the case of law enforcement officers. Journal of Management, 26, (6), 1113-1131.
• Goleman, D. (2000). Leadership that gets Results. Harvard Business Review, 78, (2), 4-17 .
• Gupta, M., Kumar, V., and Singh, M. (2014). Creating satisfied employees through workplace spirituality: A study of the private insurance sector in Punjab (India). Journal of Business Ethics, 122, (1), 79-88.
• Hair, J. F., Sarstedt, M., Ringle, C. M., and Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of Academy of Marketing Sciences, 40, 414-433.
• Hair, J. F., William, C. B., Barry, J. B., and Rolph, E. A. (2010). Multivariate data analysis (7th Ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
• Hair, J.F., Hult, G. T. M., Ringle, C. M, and Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS_SEM). Los Angeles/ London/ New Delhi: Sage.
• Hans, D. A., Mubeen, D. S., and Saadi, M. S. (2014). A study on work stress and job satisfaction among headmasters: A case study of bilingual schools in sultanate of Oman-Muscat. Journal of Sociological Research , 5, (1), 40-46.
• Harmer, G. (2012). The effects of pay level on organization based self-esteem and performance. Journal of Occupation Organisational Psychology, 77, 307–322.
• Hemdi, M. A., and Nasurdin, A. M. (2004). A conceptual model of hotel managers’ turnover intentions: The moderating effect of jobhopping attitudes and turnover culture. Tourism Educators Association of Malaysia, 1, (1), 63-76.
• Heneman, H.G., and Judge, T. A. (2000). Incentives and motivation compensation in organizations: progress and prospects. S. Rynes and B. Gerhart, eds. San Francisco, CA: New Lexington Press.
• Hotels in Ikeja. (2019). Retrieved Febuary 18th, 2019, from https://www.hometogo.com/ikeja/hotels.
• Intaraprasong, B., Dityen, W., Krugkrunjit, P., and Subhadrabandhu, T. (2012). Job satisfaction and organizational citizenship behavior of personnel at one university hospital in Thailand. Journal of Medical Association Thailand , 95, (6), 102-108.
• Ira, M, Ferdian, F, Pasaribu, and Suyuthie, H. (2018). The influence of the work environment towards turnover intention of 4-star hotel employees in Padang City. JBHOST, 4 (2), 1-8.
• Jacobs, E.J., and Roodt, G. (2011). The mediating effect of knowledge sharing between organisational culture and turnover intentions of professional nurses. South African Journal of Information Management, 13, (1), 1–6. DOI: 10.4102/sajim.v13i1.425.
• Jian, L., Hua, F., Yan, H., Li, S., Yinghui, W., Kristensen, T, O, Mueller, B, H, and Hasselhorn, H. M. (2010). Explored psychosocial work environment and intention to leave the nursing profession in China. Scandinavian Journal of Public Health, 38 (3), 69- 80.
• Ji-Young, A, and Wang, C. (2019). Job stress and turnover intention Revisited: evidence from Korean firms. Journal of Problems and Perspectives in Management, 17, (4), 52-61.
• Jll. (2016). Lagos City Report. Retrieved August 2018, from www.Hotel%20Performance%20and%20Reports/lagos%20occupancy.
• JLL. (2017). Sportlight on Africa; The Road to Mataurity . Retrieved December 17, 2018, from An Overview of Hotel Real Estate in Sub Saharan Africa: LL-Hotels-and-Hospitality-Spotlight-on-Africa-2017.pdf
• JLL. (2018). West Africa Hotel Market Overview. Retrieved December 17, 2018, from http://www.wapisummit.com/wp-content/uploads/2018/11/JLL-West-Africa-Hotel-Market-Overview-November-2018.pdf
• Kalidass, A, and Bahron, A . (2015). The relationship between perceived supervisor support, perceived organizational support, organizational commitment and employee turnover intention . International Journal of Business Administration, 6 (5), 82-89 .
• Kalidass, A., and Bahron, A. (2015). The relationship between perceived supervisor support, perceived organizational support, organizational commitment and employee turnover intention. International journal of business administration, 6, (5), 85-89.
• Kang, H., Gatling, A. and Kim, J. (2014). The impact of supervisory support on organizational commitment, career satisfaction, and turnover intention for hospitality frontline employees. Journal of Human Resources in Hospitality and Tourism, 14, (1), 1-12.
• Karatepe, O. M. (2013). High-performance work practices and hotel employee performance: the mediation of work engagement. International Journal of Hospitality Management, 32, 132-140.
• Khan, M. S., Khan, I., Kundi, G. M., Yar, N. B., and Saif, N. (2014). The impact of demography on intention to leave among the academicians in the public and private sectors universities of Khyber Pakhtunkhwa, Pakistan. Industrial Engineering Letters, 4, (3), 1-10.
• Kreitner, R., and Kinicki, A. (2004). Organizational behavior 5th ed. New York: Mc Graw-Hill Inc.
• kwenin, D, O. (2013). Relationship between work environment, career development opportunities and employee retention in vodafone Ghana limited. Global Journal of Human Resource Management, 1, (4), 1- 9.
• Latif, M.S., Ahmad, M., Qasim, M., Mushtaq, M., Ferdoos, A., and Naeem, H. (2013). Impact of employees' job satisfaction on organizational performance. European Journal of Business and Management , 5, (5), 166-171.
• Leather, P., Beale, D., and Sullivan, L. (2003). Noise, psychosocial stress and their interaction in the workplace. Journal of Environment Psychology, 23, 213-222.
• Li,Y., Sawhney, R., and Tortorella, G. L. (2019). Empirical analysis of factors impacting turnover intention among manufacturing workers. International Journal of Business and Management, 14, (4), 1-18. https://doi.org/10.5539/ijbm.v14n4p1.
• Lu, L., Jun, L., and Zhao, N. (2017). Why employees stay: the roles of psychological ownership, territoriality and work relationship closeness in affecting employee turnover intention. Frontiers of Business Research in China , 11 (10), 1-16.
• Malik, M. E., Danish, R. Q and Munir, Y. (2012). The impact of pay and promotion on job satisfaction: evidence from higher education institutes of Pakistan. American Journal of Economics, Special Issue: 6-9.
• Mendis, M. (2017). The impact of reward system on employee turnover intention: a study on logistics industry of Sri lanka. International journal of scientific & technology research , 6 (9), 67-72 .
• Meral, E., Irge, S., Aksoy, S., and Alpkan, L. (2012). The impact of ethical leadership and leadership effectiveness on employees’ turnover intention: the mediating role of work related stress. Social and Behavioral Sciences, 58, (12), 289–200.
• Mohapatra, B. K, and Srivastava, A. K. (2003). A study of the relationship of perceived work environment with job attitude, performance and health. banaras : unpublished phd. dissertation, department of psychology, Hindu University.
• Mohsin, A., Lengler, J., and Kumar, B. (2013). Exploring the antecedents of intentions to leave the job: The case of luxury hotel staff. International Journal of Hospitality Management, 35, 48-58. doi:10.1016/j.ijhm.2013.05.002. Mok, C., and Luk, Y. (1995). Exit interviews in hotels: Making them a more powerful management. International Journal of Hospitality Management, 14, 187-194.
• Narkhede, P. (2014). Employee turnover in hospitality industries: A study of service staff. JIMS, 4-8. DOI: 10.5958/0973-9343.2014.01230.7. Nasrin, A. &. (2013). The relationship of job stress and turnover int ention: moderating role of obse. Social and Behavioral Sciences, 84, 706- 710.
• National Restaurant Association. (2015). Economist's notebook: hospitality employee turnover rose slightly in 2013. Retrieved from m http://www.restaurant.org/News-Research/News/Economist-s-Notebook-Hospitality-employee-turnover.
• Özturk, F. (2010). Determinants of organizational citizenship behavior among knowledge workers: the role of job characteristics, job satisfaction, and organizational commitment. ankara, turkey: unpublished graduate thesis, master-degree program in business administration, Middle East Technical University .
• Paarsch, H., and Bruce, S. (2000). Piece Rates, fixed wages, and incentive effects: statistical evidence from payroll records. International Economic Review , 41: 59-92.
• Pushpakumari, M. D. (2008). The impact of job satisfaction on job performance : an empirical analysis. Arabian Journal of Business and Management, 89-106.
• Ramirez, D. L. (2012). Organizational communication satisfaction and job satisfaction within university food service. Manhattan, Kansas, USA: unpublished graduate thesis, master-degree program in international hospitality management, Kansas State University.
• Ringle, C. M., Wende, S., and Will, A. (2005). SmartPLS 2.0 (software). smartpls, Hamburg. Retrieved from www. smartpls. de (accessed January 7, 2020).
• Robbins, O. (2005). The micro-analysis of job satisfaction; comments on taber and alliger. Journal of Organisational Behaviour, 16, (2), 123-126.
• Robbins, S. P., and Judge, T. A. (2009). Organisational behaviour 13th ed. London: Pearson Education International Limied.
• Rubel, M, R, B, and Kee, D, M, H. (2015). Perceived fairness of performance appraisal, promotion opportunity and turnover intention: the role of organizational commitment . Journal of Asian Social Science, 11 (9), 183-197.
• Scanduraa, T.A. and Williams, E.A. (2004). Mentoring and transformational leadership: the role of supervisory career mentoring. Journal of Vocation Behaviour, 65: 448-468.
• Schermerhorn, J., Hunt, J. G., and Osborn, R. N. (2001). Organizational behaviour, 7th ed. Asia: John Wiley & Sons.
• Sekaran, U. (2003). Research methods for business: a skill building approach (5th ed.). New York: John Wileyand Sons.
• Sewwandi, D.V.S. and Perere, G.D.N. (2016). The impact of job stress on turnover intention: a study of reputed apparel firm in sri lanka. Journal of Department of Human Resource Management, University of Sri Jayewardenepura , 3, (1) 223- 229.
• Shields, M.A., and Ward, M. (2001). Improving nurse retention in the national health service in england: the impact of job satisfaction on intention to quit. Journal of Health Economics, 20, 677-701.
• Simatwa, E. M. W. (2011). Job satisfaction and dissatisfaction among teachers in kenya. Kenya Journal of Education Planning Economics and Management, 3, (3), 114-123.
• Singh, J. K., and Jain, M. (2013). A study of employees’ job satisfaction and its impact on their performance. Journal of Indian Research, 1, (4), 105-111.
• Singh, M. P., and Sinha, J. (2013). Job satisfaction in organizational executives . International Journal of Scientific and Research Publications, 3, (4), 1-6.
• Singh, P., and Loncar, N. (2010). Pay satisfaction, job satisfaction and turnover intent. Industrial Relations, 65, (3), 470 - 490.
• Sitah, A. (2017). The influence of supervisor support on nurses’ turnover intention. Health systems and policy research , 4 (2), 1-6.
• Smith, H.U. (2009). Hours of work, job satisfaction and productivity. Public Productivity Revenue, 2, (3), 46-56.
• Smith-Randolph, D. (2005). Predicting the effect of extrinsic and intrinsic job satisfaction factors on recruitment and retention of rehabilitation professionals. Journal of Health Care Management, 50, (1), 49 61.
• Tabachnick, B. G., and Fidell, L. S. (2007). Using multivarite statistics (5th ed.). Boston: Allyn and Bacon.
• Tett, R. P., and Meyer, J. P. (1993). Job satisfaction, organizational commitment, turnover intention, and turnover: Path analyses based on metaanalytic findings. Jounal of Personnel Psychology, 46 (2), 259-293. https://doi.org/10.1111/j.1744-6570.1993.tb00874.
• Tongchaiprasit, P and Ariyabuddhiphongs, V. (2016). Creativity and turnover intention among hotel chefs: The mediating effects of job satisfaction and job stress. International Journal of Hospitality Management, 55, 33-40 .
• Tuteja, N., and Sharma, P.K . (2017). Linking job performance and big five personality traits of employees in Chandigarh IT sector. Scholarly Research Journal for Humanity Science & English Language, 6, (2), 7358-7370. doi.org/10.21922/srjhsel.v6i26.11442.
• Usman, A., Ahmed, Z., Ahmed, I. and Akbar, Z. (2011). Work stress experienced by the teaching staff of university of the punjab, pakistan: antecedents and consequences. International Journal of Business and Social Science, 2, (8), 202-210.
• Vischer, J. (2008). Towards an environmental psychology of workplace: how people are affected by environments for work. Journal of Architectural Science Review, 56, (2), 97-105 .
• Weiss, R.W. (2012). Job Satisfaction of vocational teachers in puerto rico. Ohio State: the Ohio State University.
• Wu, H., Zhao, Y., Wang, J.N and Wang, L. (2010). Factors associated with occupational stress among chinese doctors: a cross-sectional survey. International Archives of Occupational and Environmental Health, 83, (2), 155-164.