Employee Identification and their Perceived Customer Satisfaction: A 2008 Case Study of Chinhoyi University Hotel – Zimbabwe.

Abstract

This case study investigated whether Chinhoyi University Hotel employees identified themselves with the Hotel as an organisation and its departments. The research also aimed at establishing hotel employees' perceived customer satisfaction. A total population and sample of 35 hotel employees and 30 virtual in-house guests were used. All participants were made aware of the research objectives and a consent form was signed. Questionnaires and interviews were used to collect data from employees and customers respectively. The study found out that 75% of the employees positively identified themselves with both their departments and the hotel and were satisfied with their work. The housekeeping and maintenance employees reported dissatisfaction with their work citing lack of recognition by their workmates, poor working environment and poor remuneration. Employees perceived high customer service delivery while customers reported satisfaction in accommodation but dissatisfaction in the restaurant services. The study concluded that hotel managers need to know the level of employee - identification since it is strongly related to the quality of service and customer satisfaction.