Internal Service Quality and Employee Performance

Case of Swiss Belin Kristal Hotel- Indonesia

Abstract

Competition among hotels in Indonesia, for the last 5 years, indicated that every hotel has demonstrated its service quality. This service quality will affect the satisfaction of the guests, and eventually will influence the decision of staying at the hotel and enjoying the hotel services. The competition is not only directed to physical quality but also to the internal quality which is delivered by the employees. Thus, both physical and internal aspects of the services should be prepared in order to face the competition. In addition, internal service quality will boost the guests’ satisfaction in the hotel industry. Competition demands for internal service improvement, as to increase the employees’ job satisfaction and enhance the employees’ working spirit. This study collected data from 226 employees of Swiss Belinn Kristal Hotel in Kupang-Indonesia, as the population with a sample of 70 employees using a stratified sampling method. This study used instrumental examination, multi regression technique, classical assumption, hypotheses testing (T and F tests). The results of the study indicate that internal quality service influence significantly towards the employees’ satisfaction in Swiss Belinn Kristal Hotel accounted for 86.7%. Simultaneously, internal service quality affected significantly towards employees’ job satisfaction. However, partially, management support did not affect employees job satisfaction whereas recognition, awards and training positively influenced employees job satisfaction.