Determinants of satisfaction and turnover of staff in hotel enterprises

• Main Authors: Érica Aparecida Coelho, Tereza Angélica Bartolomeu
• Format: Article
• Language: Portuguese
• Published: Universidade Federal de São Carlos
• Series: Gestão & Produção
• Subjects: Qualidade de vida no trabalho; Qualidade de vida pessoal; Satisfação; Rotatividade; Hotelaria
• Online Access: http://www.scielo.br/scielo.php?script=sci_arttext&pid=S0104-530X2019000300210&lng=en&tlng=en

Abstract The aim of the present study was to evaluate the existing relationship between Quality of Life at Work (QWL) and personal quality of life, identifying factors that determinate the satisfaction and the employees’ turnover in hotel business. The high turnover of staff in the hotel business is a reality and eventually it is related to the payment offered by the sector, however, it is not only dependent on this aspect. The methodological approach included structured questionnaire, semi-structured interview and Likert-type scale structured questionnaire. The identified factors were related to the working environment and payment, which affect the employees’ satisfaction, the commitment to the contracting company, the quality of the work performed and also the staff turnover. The results showed that the hotels which offered better working conditions brought positive changes to their working environment, improved the quality of the selling product and the employees’ quality of life, increased customers’ satisfaction, reduced the staff turnover and raised the company profit.