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An Assessment Of Internal Service Quality And Employee Job Satisfaction

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Tourism is often regarded as a ‘smokeless industry’ among all the service providers that brings significant values to the global market. In Mauritius, the tourism sector is viewed as the main pillar and plays an important role to the economic contribution and development of Mauritius. The quality of tourism and hospitality institution is monitored by AHRIM to represent and promote the interest of hotels and restaurants in Mauritius and MTPA has been for promoting Mauritius as a prime holiday and up-market destination. According to WTTC report, in 2016, the travel & tourism industry contributed about 24.3% of the total employment and accounted for 25.6% of GDP in Mauritius. Mauritius emerged as a regional entrepôt and tourism destination and was ranked among the top African country in the World Bank’s Doing Survey (in 2010, positioned at 20th out of 183 countries) (Zafar, 2011).

However, in response to the pressure of globalization, increased market competition and volatile market dynamics, many firms specially the hotels sector are continuously striving to survive into this competitive edge by adding value to their services and improvement in their quality of service delivery (Yee et al.,2008). High service quality of a hotel most particularly could attract customers and build good relationship since service quality leads to customer satisfaction and customer loyalty and contributing to its image (Grönroos, 1984; Ghobadian, Speller, & Jones, 1994; Bloemer, de Ruyter, & Peeters, 1998 in Al-Ababneh), influence customers’ purchase decisions and increase sales performance (Yee et al.,2008). Musaba et al., (2014) found that the major issue facing the hotel industry is the flow on labour management, which tends to lead to high staff turnover and has an impact on service delivery and suggested that one of the critical factor for the success of hotel industry depends on the availability of highly good personnel; they who can cope with the needs of the customers which means that the hotels should effectively manage its assets as high employee job satisfaction help in decreasing staff turnover and enhanced organizational efficiency (Pantouvakis,2011 ) and customer satisfaction (Yee et al., 2008). Lack of attention towards the employees can seriously hamper the value of service provided to the customers.

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Therefore, in that light of understanding, internal service quality plays an important role as employees are considered as the internal customers of an organization and it is their perceptions of the working environment that determine the quality of service they offered to the external customers (Musaba et al., 2014). Therefore, Dorothea (2015) stated that employee job satisfaction is a crucial factor but only few firms who really value it Ramseook-Munhurrun et al., (2010). Yee et al., (2008) revealed that employees has a significant role in high contact industry. Despite the fact that many firms are focusing to provide superior service quality to their customers so as to increase customers’ satisfaction on the other hand they failed to recognize their internal customers (Dauba et al., 2013; Musaba et al., 2014). Research demonstrates that more effort is being done on external customers. Consequently, failure to give more attention to employees not only leads to high staff turnover but also to employee’s attitude such as impoliteness and unfriendliness nature towards the consumers, poor productivity and a downfall on the overall performance of the firm. A drop in the taste of service quality leads to deterioration in the level of customer satisfaction (Frost & Kumar, 2000) which adversely influence the productivity of a firm. For that reason this thesis intent to examine the situation among frontline employees at Maradiva Resort as sample for internal service quality and employee job satisfaction.

In the case of Maradiva Resort the assessment of internal service quality and its effect on employees’ job satisfaction is fundamental in ensuring customer satisfaction that would contribute to better organizational performance.

Maradiva Resort & Spa is a five-star luxury all-villa resort found on the west coast of Mauritius and is famous for its amazing sunset, its dryness and warm climate. Maradiva is all about providing quality, a rich authentic Mauritian experience heritage to its guests. It is dedicated to provide a personalized butler service and the legendary Mauritian Hospitality to its consumers. Hence, in order to provide a better service to its guests, it highly focuses on improving the working conditions of its employees through efficient and effective management approach. In order to facilitate the work of its employees the company has equipped materials such as electronic IT systems and effective internal services for the functioning of the business. It adopted the uplift training and development program in order to enhance the performance of the employees dealing with the external customers within the firm.

But despite it, this program failed to be successfully implemented in the organization and this led to the issue of employee dissatisfaction and disappointment in the business and had an impact on customer satisfaction which also led to a downfall in productivity. The unsatisfied employees failed to meet the needs and expectations of the customers and were impolite and unfriendly towards the consumers. It is commonly agreed that employee dissatisfaction arises from poor working environment (AlBattat and Som, 2013) and other factors contributing such as minimal on-the-job training for career advancement opportunities, lack of communication, poor motivation from the management and workloads with low pay which may affect employee’s job satisfaction at Maradiva Resort. Dauda et al., (2013) observed that this issue has been caused due to ineffective recognition of internal service quality at Maradiva which resulted to a downfall in employee’s ability to yield higher, high staff turnover, and poor employee performance and thus, impacted on customer satisfaction. This shows that Maradiva resort failed to accord more importance to its internal service quality and the need to improve internal service quality arises. Therefore, this study attempt to understand the impact that internal service quality has on employee job satisfaction that can affect performance at Maradiva Resort.

Aims and Objectives of the Study

This study aims to assess the internal service quality and its effect on employees’ job satisfaction among frontline employees at Maradiva Resort & Spa. More specifically, this research seeks:

  1. to assess the internal service quality of Maradiva;
  2. to examine the dimensions of internal service quality in predicting employee job satisfaction;
  3. to assess the level of employee job satisfaction at Maradiva;
  4. to determine whether the internal service quality have an influence on employee job satisfaction.

The thesis sought to be responding to the following research questions;

  1. What is the level of internal service quality?
  2. What are the factors that influence service quality of a business?
  3. How does internal service quality affect employees’ satisfaction?
  4. Does the internal service quality has an influence on employee performance?

Significance of the Study

The study will be useful for the managerial implication of the hotel as it will shed light on the link between internal service quality and employee job satisfaction in hospitality industry. This will in turn enable the human resource personnel to come up with effective management strategies for the employees so as to better serve the customers and to improve the competitiveness of the firm. This study will also help the company to understand the crucial role that the internal customers play for the success of the organization within the hospitality setting as a whole.

Structure of the Study

This thesis is presented into six sections. The first section is introduction which consists of six sub parts. A brief introduction of the topic, addressing the issue of the research, the aims and objectives, the research question formulated the significance and lastly the structure of the study will be presented. The subsequent chapter which is literature review will discuss on the conceptual definitions of internal service quality and employee job satisfaction as well as the theoretical reviews of internal service quality and employee job satisfaction from previous empirical findings related to the study. The third section will provide information on the research methodology such as research design, data collection methods, sampling frame of study involved, sampling techniques along with the data analysis plan and the limitations of the study. Chapter four will focus on data analysis, findings and discussions of the results. Last but not least of importance, based on all the previous chapters mentioned above conclusions and recommendations for the managerial implications will be drawn.

In addition to the above chapters, abstract will be presented at the very beginning followed by table of contents for this thesis. The relevant list of references and appendices will be found at the end of this study.


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