Analyzing Hotel Management from the Perspective of Management and Employees, and Their Impact on Tourist Satisfaction with Hotel Services in Kosovo

Authors

  • Alberta Tahiri
  • Fari Bushi
  • Idriz Kovaçi

Keywords:

Management; Hotels; Perspective of Management and Employees; Impact of Tourist Satisfaction

Abstract

Case study: 5 star Hotel’s in Kosovo. The impact of the professional management of the
Hotelier sector by the management and the positive climate created by the workers has had a very
positive positive impact on their performance at work, their satisfaction with the workplace and their
motivation. This has affected the high satisfaction of tourists with the services provided by the latter.
The survey involved a total of 21 managers and 100 employees, while 200 tourists were also surveyed
where their satisfaction was measured. The research was conducted in the top 4 Hotels in Kosovo over
a period of 2 months, were data performed by using SPSS (version 25), and correlation and regression
were used to confirm the hypotheses. On the other hand, demographic data are presented by number of
participation and their percentage. The results show that managers’ motivation and employee
satisfaction have a positive impact on enhancing employee performance ( rho=.361**, p value =.001).
On the other hand in the second hypothesis The selection and selection of managers has a positive
impact on the motivation of Hotel Managers. ( rho=.208*, p value =.049 ) and in the third hypothesis
Hotel Workers performance depends directly on the training provided by the hotels themselves and
their selection and selection at work. ( R=.330, p value = .007 Finally we say that proper management
has a significant impact on the working climate of the hotels and affects the performance of the
employees, and this performance is reflected in the satisfaction of the tourists with the services.

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Published

2020-03-16

Issue

Section

Business Administration and Business Economics