Factors Affect Employees' Performance In Hotel Industry

157 Pages·2014·3.67 MB·English

Factors Affect Employees’ Performance In Hotel Industry 2014

FACTORS AFFECT EMPLOYEES’ PERFORMANCE
IN HOTEL INDUSTRY

By

CHNG HUI CHEI
HEE CUI YEE
LIEW POOI MEN
LOKE LOO BEE

A research project submitted in partial fulfillment of the requirement for
the degree of

BACHELOR OF BUINESS ADMINISTRATION
(HONS)

UNIVERSITI TUNKU ABDUL RAHMAN

FACULTY OF BUSINESS AND FINANCE
DEPARTMENT OF BUSINESS

MARCH 2014

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Factors Affect Employees’ Performance In Hotel Industry 2014

Copyright @ 2014

ALL RIGHTS RESERVED. No part of this paper may be reproduced, stored in a
retrieval system, or transmitted in any form or by any means, graphic, electronic,
mechanical, photocopying, recording, scanning, or otherwise, without the prior
consent of the authors.

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Factors Affect Employees’ Performance In Hotel Industry 2014

DECLARATION

We hereby declare that:

(1) This undergraduate research project is the end result of our own work and that due
acknowledgement has been given in the references to ALL sources of
information be they printed, electronic, or personal.

(2) No portion of this research project has been submitted in support of any
application for any other degree or qualification of this or any other university,
or other institutes of learning.

(3) Equal contribution has been made by each group member in completing the
research project.

(4) The word count of this research report is 18626.

Name of Student: Student ID: Signature:

1. CHNG HUI CHEI 11 ABB07317
2. HEE CUI YEE 09 ABB03886
3. LIEW POOI MEN 12 ABB06027
4. LOKE LOO BEE 11 ABB06465

Date: 5th March 2014

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Factors Affect Employees’ Performance In Hotel Industry 2014

ACKNOWLEDGEMENT

First and foremost, we would like to thank University Tunku Abdul Rahman (UTAR)
for giving us the opportunity to conduct this research during our learning period.
During the period of conducting this research, we have learned a lot of knowledge
and experience which may help us in our future undertakings. Besides, the UTAR
facilities such as library, computer lab and department of business have provided us
with the necessary information and documents so that we can conduct our research
smoothly.

Also, we should not forget our respectful supervisor, Ms. Azeyan bt Awee who always
guides and gives us the comments & advises in our research so that we can complete our
research on time and without any problems. Although she was busy in the meeting she
chose to sacrifice her precious time in answering and guiding us during the whole
research period.

Finally, we also appreciate the output of the entire group members since we have
been fully co-operating and giving suggestions during the conduct of the research.
Something worth noting is that we have sacrificed the valuable time to complete this
research study. Once again, we would like to thank all those who helped in our
research.

Thanks everyone.

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Factors Affect Employees’ Performance In Hotel Industry 2014

TABLE OF CONTENTS

Page
Copyright Page……………………………………………………………….ii
Declaration ……………………………………………………………… iii
Acknowledgement …………………………………………………..……… iv
Table of Contents ………………………………………………………..…...v
List of Tables …………………………………………...…………………….x
List of Figures …………………………………………………..………........xii
List of Appendices …………………………………………..……………….xiii
Preface ………………………………………………………..………………xiv
Abstract …………………………………………………………...…………..xv

CHAPTER 1 INTRODUCTION ……………………………………………. 1
1.0 Introduction………………………………………………..….. 1
1.1 Research Background…………………………….………...….. 2
1.2 Problem Statement ……………….……………...………….......5
1.3 Research Objectives ………………….……………..………..... 9
1.3.1 General Objective................................................................ 9
1.3.2 Specific Objectives……………………………………….. 9
1.4 Research Questions…………………………………………..... 10
1.5 Hypotheses of the Study…………………………………..…... 11
1.6 Significant of the Study ………………………….……..…….. 12
1.7 Chapter Layout………………………………………..………. 13
1.8 Conclusion ………………………………………….....……… 13
CHAPTER 2 LITERATURE REVIEW ……………………..………………. 14
2.0 Introduction …………………………………………….…...… 14
2.1 Review of the Literature …………………………………...….. 15
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Factors Affect Employees’ Performance In Hotel Industry 2014

2.1.1 Employee Performance ………………………….……... 15
2.1.2 Empowerment………………………………….……….. 17
2.1.3 Transformational Leadership…………………….….….. 20
2.1.4 Teamwork…………………………………………….… 23
2.1.5 Work Environment………………………………….….. 25
2.2 Review of Relevant Theoretical Models………………….…... 27
2.2.1 Empowerment………………………………..………...... 27
2.2.2 Transformational Leadership……..……………………... 30
2.2.3 Teamwork……………………………………..…….…... 32
2.2.4 Work Environment…………………………..…………... 33
2.3 Proposed Theoretical / Conceptual Framework……...……….....35
2.3.1 Empowerment…………………………………….…….... 36
2.3.2 Transformational Leadership…………………………….. 36
2.3.3 Teamwork……………………………………….……….. 37
2.3.4 Work Environment…………………………………….… 38
2.4 Hypothesis Development ……………………………….......... 39
2.4.1 Empowerment…………………………….………….….. 39
2.4.2 Transformational Leadership……………………………. 40
2.4.3 Teamwork……………………………………………….. 41
2.4.4 Work Environment……………………………………… 42
2.5 Conclusion…………………………………………………...... 43
CHAPTER 3 RESEARCH METHODOLOGY……………………………... 44
3.0 Introduction………………………………………….……...…. 44
3.1 Research Design……………………………………………….. 44
3.2 Data Collection Methods………………………………….…… 45
3.2.1 Primary Data ……………………..………….………….. 45
3.2.2 Secondary Data……………………………….…………. 46
3.3 Sampling Design …………………………….……….……...… 46
3.3.1 Target Population ………………….…………..……........ 46
3.3.2 Sampling Frame and Sampling Location ………..…......... 47
3.3.3 Sampling Elements ……………………….………....….... 47
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Factors Affect Employees’ Performance In Hotel Industry 2014

3.3.4 Sampling Techniques ………………..………….……….. 47
3.3.5 Sampling Size …………………………...……….……… 48
3.4 Research Instrument …………………………………….......… 49
3.4.1 Questionnaire Survey…………………………….…........ 50
3.4.2 Questionnaire Design……………………...……….….… 50
3.4.3 Pilot Studies....................................................................... 51
3.5 Constructs Measurement ………………….…………….…..…51
3.5.1 Nominal Scale……………………………………..…..... 52
3.5.2 Ordinal Scale………………………………………...….. 52
3.5.3 Likert Scale…………………………….……...………... 53
3.6 Data Processing……………………………..…………….…... 54
3.7 Data Analysis ……………………………………………….... 55
3.7.1 Descriptive Analysis ……………..……..…………..….. 55
3.7.2 Reliability Test ………………………………................. 55
3.7.3 Inferential Analysis…………………............................... 57
3.7.3.1 Pearson Correlation Coefficient Analysis…..... 57
3.7.3.2 Multiple Regression Analysis…………...…… 58
3.8 Conclusion …………………………………………...…….…58
CHAPTER 4 DATA ANALYSIS………………………….......................... 59
4.0 Introduction………………………………………….…..…... 59
4.1 Descriptive Analysis ……………………………………....... 59
4.1.1 Respondent Demographic Profile …….......................... 60
4.1.1.1 Gender .............................................................. 61
4.1.1.2 Age................................................................... 62
4.1.1.3 Race.................................................................. 63
4.1.1.4 Educational Level.............................................. 64
4.1.1.5 Year of Employment......................................... 66
4.1.2 Central Tendencies Measurement of Construct………. 67
4.1.2.1 Empowerment…………………………..……. 67
4.1.2.2 Transformational Leadership…………..….…. 69
4.1.2.3 Teamwork………………...…………….…… 70
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4.1.2.4 Work Environment……………………….….. 71
4.1.2.5 Employee’ Performance………………….….. 72
4.2 Scale Measurement ………………………………….….…... 73
4.3 Inferential Analysis …………………………………..…...... 74
4.3.1 Pearson Correlation Coefficient……………………..... 75
4.3.1.1 Empowerment……………………..…............ 76
4.3.1.2 Transformational Leadership……….............. 77
4.3.1.3 Teamwork…………………………………... 79
4.3.1.4 Work Environment………………………...... 81
4.3.2 Multiple Regressions Analysis……………........ 83
4.4 Conclusion…...……………………………….…………...… 88
CHAPTER 5 DISCUSSION AND CONCLUSION …………...………… 89
5.0 Introduction………………………………………………….. 89
5.1 Summary of Statistical Analyses ……………………….…… 89
5.1.1 Summary of Descriptive Analyses…………………....... 89
5.1.2 Summary of Inferential Analyses………………..……... 90
5.1.2.1 Reliability Test……………………………….. 90
5.1.2.2 Pearson Correlation Coefficient………….…... 90
5.1.2.3 Multiple Regressions Analysis.......................... 91
5.2 Discussion of Major Finding .............................................….... 91
5.2.1 Empowerment…………………………………....…….... 92
5.2.2 Transformational Leadership……………………………. 93
5.2.3 Teamwork………………………………...………….….. 94
5.2.4 Work Environment…………………………………....… 94
5.3 Implication of the study………… ………………..…………... 95
5.3.1 Theoretical Implications……………………………….... 95
5.3.2 Managerial Implications…………………......…………. 96
5.4 Limitations of the study…………………….…………….…... 97
5.5 Recommendations for Future Research…………............….… 98
5.6 Conclusion……………………………………………………. 99

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Factors Affect Employees’ Performance In Hotel Industry 2014

References ………………………………………………………………… 100
Appendices………………………………………………………………… 111

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Factors Affect Employees’ Performance In Hotel Industry 2014

LIST OF TABLES

Page
Table 1.1: The Average Occupancy Rates (AOR) Of Hotels 2012………….. 4
Table 1.2: Malaysia Tourist Arrival Report in Year 2007, 2008,
and 2009………………………………………………….………. 7
Table 1.3: Average Occupancy Rates of Hotels in Year 2007, 2008,
and 2009………………………………………………………...… 7
Table 3.1: The total employees who work in the hotel industry in whole
Malaysia during year of 2009 and 2010………………………… 49
Table 3.2: Reliability Analysis (Pilot Test) ………………………………… 51
Table 3.3: Rules of Thumb about Reliability Test………………………….. 56
Table 3.4: Rule of thumb of Pearson Correlation Coefficient…………….... 57
Table 4.1: Summarized Demographic Profile of Respondents……….…….. 60
Table 4.2: Frequency Table for Respondents’ Gender………………….…... 61
Table 4.3: Frequency Table for Respondents’ Age………………….……… 62
Table 4.4: Frequency Table for Respondents’ Race………………………… 63
Table 4.5: Frequency Table for Respondents’ Educational Level……….….. 64
Table 4.6: Frequency Table for Respondents’ Year of Employment…….….. 66
Table 4.7: The Central Tendencies Measurement Result of Empowerment….67
Table 4.8: The Central Tendencies Measurement Result of
Transformational Leadership………………………………….… 69
Table 4.9: The Central Tendencies Measurement Result of Teamwork….…. 70
Table 4.10: The Central Tendencies Measurement Result of
Work Environment………………………………………….….. 71
Table 4.11: The Central Tendencies Measurement Result of Employees’
Performance……………………………………………………….. 72
Table 4.12: Reliability Analysis………………………………………...…… 74
Table 4.13: Rules of Thumb of Pearson Correlation Coefficient……....……… 75

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