Employee motivation, job satisfaction, customer satisfaction, and firm performance: the moderating role of employee empowerment
Abstract
This study mainly focuses on examining the effects of employee motivation on Job Satisfaction, job satisfaction on customer satisfaction, customer satisfaction on firm performance, and the moderating role of employee empowerment on the relationship between employee motivation and job satisfaction. The current study follows convenience sampling to collect the data. The questionnaire uses the survey method of self-administered. To analyse the relationship between the variable and test the hypothesis PLS3 (Partial least-squares) equation is used. The main contributors to the current study were staff of the hotels. The sample size of the study is 380 worker staff of a hotel. The findings of the study indicated that employee motivation effect significantly and positively on job satisfaction, job satisfaction effect significantly and positively on customer satisfaction, customer satisfaction effect significantly and positively on firm performance, and for the moderation the finding shows that Employee empowerment effect positively and significantly on the relationship between Employee motivation and Job Satisfaction.
Keyword : employee motivation, job satisfaction, customer satisfaction, firm performance, employee empowerment
How to Cite
Makhamreh, H. Z., Alsakarneh, A., Eneizan, B., & Ngah, A. H. (2022). Employee motivation, job satisfaction, customer satisfaction, and firm performance: the moderating role of employee empowerment. Business: Theory and Practice, 23(2), 357–364. https://doi.org/10.3846/btp.2022.15316
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Eneizan, B., Taamneh, M., Enaizan, O., Almaaitah, M., Ngah, A., & Alsakarneh, A. (2021). Human resources practices and job satisfaction on custom-er satisfaction: The mediating role of quality of customer interaction in online call center. International Journal of Data and Network Science, 5(1), 11–18. https://doi.org/10.5267/j.ijdns.2020.12.001
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Ghebregiorgis, F. (2018). Factors influencing employee performance in hotel – a comparative study of government and privately owned hotels in Eri-trea. International Journal of Research in Business Studies and Management, 01–09.
Graen, G., Novak, M. A., & Sommerkamp, P. (1982). The effects of leader – member exchange and job design on productivity and satisfaction: Testing a dual attachment model. Organizational Behavior and Human Performance, 30(1), 109–131. https://doi.org/10.1016/0030-5073(82)90236-7
Hair Jr, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modelling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2018). Article information: When to use and how to report the results of PLS-SEM. European Business Review, 30(11), 3192–3210.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hanaysha, J., & Tahir, P. R. (2016). Examining the effects of employee empowerment, teamwork and employee training on job satisfaction. Procedia – Social and Behavioral Science, 219, 272–282. https://doi.org/10.1016/j.sbspro.2016.05.016
Hartati, T. (2020). Analysis of influence of motivation, competence, compensation toward performance of employee. Budapest International Research and Crirics Institute (BIRCI-Journal): Humanities, 3(2), 1031–1038. https://doi.org/10.33258/birci.v3i2.933
Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and busi-ness outcomes: a meta-analysis. Journal of Applied Psychology, 87(2), 268–279. https://doi.org/10.1037/0021-9010.87.2.268
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