Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel

The service profit chain theory suggests that the satisfied employee delivered customer satisfaction and profit for service businesses. Competition between tourist hotels in Taiwan remains strong, as trips by foreign visitors are increasing year after year. One of the critical factors that differentiate whether or not a hotel can be profitable is the revenue per employee. Satisfied employees whose organizational citizenship behavior (OCB) is high will generate a higher ratio of revenue per employee. This study explores the key factors that effectively drive job satisfaction of the employees in an international tourist hotel. The study collected 474 valid employee responses. It applied an importance-performance analysis (IPA), using the self-explained matrix, which indicated that compensation was the top issue to be addressed, followed by work environment, interpersonal relationship, and supervision. Based on the research results, the author discusses some useful implications.