Research Report: Employee Turnover Impact on Guest Satisfaction

This report presents a comprehensive research study on the impact of employee turnover on guest satisfaction within the hospitality industry. The research begins with a problem statement highlighting the importance of employee retention and engagement for organizational performance, particularly in relation to customer satisfaction. The study employs an applied research design, utilizing a mixed methodology that combines qualitative and quantitative data collection methods, including surveys and interviews. The report details the data collection process, including the use of Qualtrics surveys and a sampling method involving 50 employees from various hotels in Sydney. Statistical data analysis techniques, such as descriptive statistics, correlation, and regression, are used to analyze the collected data. Ethical considerations, including confidentiality and avoiding plagiarism, are also addressed. The research aims to provide insights into the relationship between employee engagement, employee turnover, and guest satisfaction, offering valuable information for hospitality businesses.

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RESEARCH FOR BUSINESS AND TOURISM

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Table of Contents
Problem statement......................................................................................................................3
Research design..........................................................................................................................3
Core function: Pure vs applied...............................................................................................4
Information Requirements......................................................................................................4
Methodology...........................................................................................................................4
Data collection method..............................................................................................................4
Qultric survey.........................................................................................................................5
Sampling method.......................................................................................................................6
Data Analysis technique.............................................................................................................6
References..................................................................................................................................8
Appendix..................................................................................................................................10
Demographic information........................................................................................................10
The concept of high employee turnover and guest satisfaction in hospitality industry.......10
Reasons behind high employee turnover in the hospitality industry....................................11
Strategies to provide guest satisfaction in hospitality industry............................................12
The relationship between employee turnover and guest satisfaction...................................13

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Problem statement
In the current business scenario, employee retention and employee engagement could be a
major issue for the organization caused by enchasing the employee performance. Engaged
workforces could always be productive and higher staff engagement supports to lower
turnover of the employee (Lu, et al., 2016). Moreover, it is also analyzed that higher
employee retention could be imperative for the organization as it facilitates to the company
by reducing the training expenses as it would also be imperative for filling the gap of
employment. In addition, it is also analyzed that most of the company concentrates on
customer satisfaction level that could be imperative for higher revenue and strong consumer
base (Brown, et al., 2015). In the hospitality industry, behavior and skills of employees bring
the customer satisfaction. Hence, customer satisfaction enables the organization to get higher
competitive benefits. Hence, it can also be examined that organization should need to use
training and development method for enchasing the employee’s engagement. Consequently, it
will support the organization to enhance their productivity by retaining employees for long-
term at the working place (Karatepe and Karadas, 2015). Furthermore, it is also analyzed that
workforces who have experienced in the same organization could understand needs of
consumers and capable of inspired new employees as it would support to retain employees
for long-term. In addition, it is also analyzed that organization should use motivational
approaches for retaining the employees and enhance the level of employee engagement.
Research design
Research design could be imperative for the research scholar to attain the aim and objectives
of the research in an effective manner. There are certain factors that could be considered in
the research design like core functions, research types, and techniques as it would support to
reach at the valid conclusion with respect to the research matter (Jung, and Yoon, 2015).

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Core function: Pure vs applied
There are two kinds of methods that could be considered as the core function like pure and
applied research. Pre-research is used to expand the existing scientific knowledge. Apart from
this, applied research is the used to solve the specific practical issue and answer the certain
issue (Lu and Gursoy, 2016). For this research, the researcher will use the applied research
due to the subjective nature of the investigation. It could be more appropriate as compared to
other technologies as it would support to obtain a reliable and valid result.
Information Requirements
There are certain methods that could be considered in the research like descriptive,
explanatory, and exploratory research design. In this, the researcher will use the descriptive
research design method to examine the causal relationship between two or more variables
like employee engagement and employee turnover. This method could enable the
organization to pool feasible information about the research concern (Zientara, et al., 2015).
Methodology
Qualitative and quantitative methods are considered in the research study. In addition, the
qualitative data collection method could enable the researcher to gather theoretical
information with respect to the current matter (Jung and Yoon, 2015). Apart from this, the
quantitative method assists the research scholar to obtain the numeric information about the
research concern. Herein, the investigator will exercise the mixed data collection method to
meet specified aim and objectives of research matter. The missed data collection could
eliminate the probability of research failure. By considering the mixed data collection
method, the researcher will be capable to gather views and opinion of research applicants
towards the impact of employee engagement on employee turnover (Taylor, et al., 2015).
Data collection method

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The data gathering process could be essential in the research methodology because it assists
research scholar in order to obtain accurate information about current study concern. It could
also be imperative for meeting reliable research outcome (Taylor, et al., 2015). In this, there
are certain methods that are considered in the study such as secondary and primary data
collection method. For this, both primary and secondary data collection method will be
executed by the investigator to address the feasible information with respect to the current
research matter. The primary data collection method could support to address reliable
information about current research concern (Mackey and Gass, 2015). The primary data
collection method considers sources to gather the information like survey through a
questionnaire, observation, case studies, structured interview method to perform the research
matter. It could enable the researcher to obtain the data as per needs of research. It could
enable the researcher to enhance the quality of research. Apart from this, the secondary data
collection method could also be imperative for collecting the information for existing sources
like case studies, participation observation, case studies, in-depth interview, and content
analysis method. For this research, the researcher will use the survey through questionnaire
method and in-depth interview as it would be imperative for getting the opinion and view of
participants towards the research concern (Silverman, 2016).
Qultric survey
The interview method could play an imperative role in the collecting accurate outcome. There
are different methods that could be considered in this research like open-ended and closes
ended questions, multiple choice questions, and rating scales. It could support to obtain a
valid and reliable result. In addition, open-ended and closes ended questions could enable the
researcher to obtain opinion and views of research participants with respect to the current
research concern (Smith, 2015). Apart from this, rating scale could support to determine the

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expectation of employees towards the workplace. In addition, it is also analyzed that the
closed-ended question could enable the researcher to ask the questions to the research
contribution in Yes and No. It can be effective for saving the time of research participants
and eliminate the possibilities of boredom.
Sampling method
The sampling method is practiced to select the suitable research contributors for a research
study with respect to response on the questionnaire of research. Probability and non-
probability sampling method are entailed in the research study. The probability sampling
method assists the research scholar to use simple random sampling method and select
research constants for operating the research process (Silverman, 2016). The non-probability
sampling method could aid the investigator to select research contributors and make them as
an import part of the research. The participant will be selected on the basis of race, education,
age, and experience. The researcher will use probability sampling method as compared to the
non-probability sampling method to choose participants as it would eliminate the biases form
the research. This research is subjective in nature the probability sampling method will be
essential than the non-probability sampling method. For this, the researcher will select 50
employees of different hotels in Sydney to evaluate the impact of employee engagement on
the employee turnover (Mackey and Gass, 2015).
Data Analysis technique
After completion of data gathering process, it could be imperative to create accurate research
result. There are different data analysis techniques that could be involved in the research like
disclosure analysis, statistical analysis, conversational analysis, and thematic/content analysis
as it could be imperative for making a reliable conclusion (Taylor, et al., 2015). With
respect to the data analysis, the researcher will use statistical data analysis technique. By
using this technique, research scholar could be capable to demonstrate descriptive statistics,

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correlation, regression, and they are capable to responses of the research candidates. In this
Ms-excel software will be implemented by the research scholar to examine the collected data.
Ethical consideration
For the research, ethics means completing every research activity n ethical and valid manner
as it could be possible by considering the University guidelines and confidentiality of
research contributors. It also supports the investigators to select suitable behavior with
respect to completing the study in an appropriate manner (Mackey, and Gass, 2015). The
research scholar could face many ethical issues like copyright act’s violation, plagiarism, and
data manipulation. These problems are eliminated by research scholar by offering full credit
to the actual authors. It is also analyzed that researcher could avoid similarity from the report
by using specific language to interoperate the gathered information. In addition, research
scholar could take a prior selection from specified research participants for gathering primary
data accosted with current research matter. In this, the research scholar would be capable to
get appropriate data from the research candidates in the full details. It can also be examined
that research scholar will be reliable to maintain the validity and reliability of information.
Besides this, the research scholar could sue the ethical policies for the attainment of research
objectives (Silverman, 2016). In this, research scholar could also remember on important
thing is that they will never disclose personal information of research contestant from others
after the completion of research.

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References
Brown, E.A., Thomas, N.J. and Bosselman, R.H., 2015. Are they leaving or staying: A
qualitative analysis of turnover issues for Generation Y hospitality employees with a
hospitality education. International Journal of Hospitality Management, 46, pp.130-137.
Jung, H.S. and Yoon, H.H., 2015. The impact of employees’ positive psychological capital
on job satisfaction and organizational citizenship behaviors in the hotel. International Journal
of Contemporary Hospitality Management, 27(6), pp.1135-1156.
Jung, H.S. and Yoon, H.H., 2015. Understanding pay satisfaction: The impacts of pay
satisfaction on employees’ job engagement and withdrawal in deluxe hotel. International
Journal of Hospitality Management, 48, pp.22-26.
Karatepe, O.M. and Karadas, G., 2015. Do psychological capital and work engagement foster
frontline employees’ satisfaction? A study in the hotel industry. International Journal of
Contemporary Hospitality Management, 27(6), pp.1254-1278.
Lu, A.C.C. and Gursoy, D., 2016. Impact of job burnout on satisfaction and turnover
intention: Do generational differences matter?. Journal of Hospitality & Tourism
Research, 40(2), pp.210-235.
Lu, L., Lu, A.C.C., Gursoy, D. and Neale, N.R., 2016. Work engagement, job satisfaction,
and turnover intentions: A comparison between supervisors and line-level
employees. International Journal of Contemporary Hospitality Management, 28(4), pp.737-
761.
Mackey, A. and Gass, S.M., 2015. Second language research: Methodology and design. UK:
Routledge.
Mackey, A. and Gass, S.M., 2015. Second language research: Methodology and design. UK:
Routledge.
Silverman, D. ed., 2016. Qualitative research. USA: Sage.

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Smith, J.A. ed., 2015. Qualitative psychology: A practical guide to research methods. USA:
Sage.
Taylor, S.J., Bogdan, R. and DeVault, M., 2015. Introduction to qualitative research
methods: A guidebook and resource. USA: John Wiley & Sons.
Zientara, P., Kujawski, L. and Bohdanowicz-Godfrey, P., 2015. Corporate social
responsibility and employee attitudes: evidence from a study of Polish hotel
employees. Journal of Sustainable Tourism, 23(6), pp.859-880.

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Appendix
Demographic information
1. Please mark on your gender?
A. Masculine
B. Feminine
2. Please tick on your age group?
A. Under 22
B. 23-30
C. 32- 49
D. More 49
3. Please tick your experience health care organization?
A. 0-3 years
B. 4-7 years
C. 8-10 years
D. More 10 years
Objectives based question
The concept of high employee turnover and guest satisfaction in hospitality industry
Do you agree that employee turnover means to the rate at which the staffs leave the
organisation and the employees are replaced by the management’s new hires
A. Yes
B. No
In your opinion, guest satisfaction is significant as it can provide the business owners and
marketers with the metric which the management can utilise to control and develop the
business?

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A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
E. Strongly Disagree
Do you agree that both extrinsic and extrinsic factor affect the employee turnover?
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
E. Strongly Disagree
In your opinion, SERVQUAL questionnaire is the popular standardise questions used by the
hospitality organisation to measure the quality of the service?
A. Yes
B. No
Reasons behind high employee turnover in the hospitality industry
Do you think that Guest satisfaction relies upon heavily on the human resources in order to
gain the competitive advantage?
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
E. Strongly Disagree

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In your opinion, which factor could directly influence the employee turnover in the
hospitality industry?
A. Work life balance
B. Motivational factor
C. Income level
D. Organizational policy
Do you think that the employees do not have any work-life balance and the employees do not
find the satisfaction?
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
E. Strongly Disagree
In your opinion the employees in Sydney based hotels have been facing the issue of the low
salary and the employees do not have a career opportunity in hospitality sector?
A. Yes
B. No
Do you think that HR department has been facing the issue as people skills are inadequate in
Australia?
A. Yes
B. No
Strategies to provide guest satisfaction in hospitality industry
What are then approaches used by hospitality industry to provide guest satisfaction in
hospitality industry?
A. Engaging third-party service

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B. Motivational techniques
C. Effective compensation policy
D. Skills improvement
The relationship between employee turnover and guest satisfaction
In your opinion, the guests' satisfaction comes from the experienced staffs who know how to
communicate and deal with the guests?
A. Yes
B. No
Do you think that, High employee turnover leads to leaving of experienced employees from
the hospitality sector.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
E. Strongly Disagree
Interview questions
 What do understand from employee turnover and guest satisfaction in hospitality
industry
 What are the reasons of higher employee turnover in Sydney based hotels
 What are the strategies for improving guest satisfaction in Sydney based hotels
 What is the the relationship between high employee turnover and guest satisfaction in
hospitality industry