DOES COMMUNICATION SATISFACTION INFLUENCE JOB PERFORMANCE

A STUDY ON THE MALAYSIAN HOTEL INDUSTRY

Authors

  • Muzalifah Monil Faculty of Business Management, Universiti Teknologi MARA Sabah Branch
  • Musaiyadah Ahamadun Academy of Contemporary Islamic Studies, Universiti Teknologi MARA Sabah Branch
  • Muhammad Izwan Ikhsan Faculty of Law, Universiti Teknologi MARA Sabah Branch
  • Masnih Mustapa Academy of Contemporary Islamic Studies, Universiti Teknologi MARA Sabah Branch
  • Nur Ilma Ambo Fakulti Pengajian Islam, Universiti Malaysia Sabah

Keywords:

Communication Satisfaction, Emotional Intelligence, Frontline Employees, Hotel Industry, Job Performance

Abstract

Frontline employees play a pivotal role in shaping the public perception of the hotel industry, serving as a crucial standard for competing on service quality. This research aims to examine how emotional intelligence and communication satisfaction influence job performance among frontline employees, employing a causal steps approach. A structured survey, adapted from previous studies, measured job performance (18 items), emotional intelligence (21 items), and communication satisfaction (17 items) among 377 respondents from star-rated hotels in Malaysia. The findings highlight significant and positive correlations between emotional intelligence, communication satisfaction, and job performance. The study emphasizes the potential for the hotel industry to enhance frontline employee performance through targeted training interventions based on these results.

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Published

2024-10-03

Issue

Vol. 11 No. 2 (2024): Volume 11 Issue 2

Section

BUSINESS MANAGEMENT