The effect of organisational culture on job satisfaction and service satisfaction: An insight from the hotel industry

This study examines the effects of organisational culture on job satisfaction and satisfaction with delivery of service for hotel workers in Tropical North Queensland. Statistically significant correlations were found between job satisfaction and service satisfaction, with cross-tabulations showing that respondents were satisfied to extremely satisfied with both factors. Stepwise multiple regressions of organisational culture on job satisfaction and service satisfaction revealed that various elements of organisational culture were significant predictors of both. However, differences were observed between the elements of organisational culture which had an impact all job satisfaction compared with those that effected service satisfaction. The results, therefore, suggest that while there is a relationship between job satisfaction and service satisfaction, different elements of the work environment influence these two variables. For hotel managers, this means that an awareness of organisational culture is important and that its influence should not be underestimated when considering job satisfaction or service satisfaction, both which, in turn, impact on customer satisfaction and profitability.

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Second International Business Research Conference

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0-646-46759-X

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