A Study on The Relationships among Internal Marketing, Job Satisfaction, and Turnover Intention in International Tourist Hotel － in Taipei Case

• Main Authors: Min-Hsi Yu, 游旻羲
• Other Authors: Wu-Chung Wu, Ph. D.
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/10068967687371357865

碩士 === 銘傳大學 === 觀光研究所 === 91 === International tourist hotel is one of the service industries; therefore the employee is the major factor to its performance. However, the high turnover rate is always the major problem in hotel human resource management. Internal marketing is a strategy to reduce employees’ turnover intention and increase their job satisfaction. If employees got job satisfaction, they would contribute more to their companies, and the turnover rate will be decreased. And employees’ diferent background will affect their attitude in internal marketing, job satisfaction, and turnover intention. This study tries to figure out the relations among internal marketing, job satisfaction, and turnover intention in hospitality industry. The target at six Taipei international tourist hotels’ employees, 237 questionnaires were returned effectively. By using SPSS as a stastical tool to analyze this data with frequency, reliability, independent t-test, one-way ANOVA, Pearson product-moment correlation, and Regression analyses to get information for the result. The major findings are as follows: 1. Employees’ diferent background would significantly affect their attitude in internal marketing, job satisfaction, and turnover intention. 2. Internal marketing had significantly positive effect on job satisfaction. 3. Job satisfaction had significantly negative effect on turnover intention. 4. Internal marketing had significantly negative effect on turnover intention. 5. Internal marketing and job satisfaction had significantly negative effect on turnover intention. As a whole, internal marketing, job satisfaction, and turnover intention had significantly effect on each other. The result found regression formulas to predict their relationships in international tourist hotel. At last, the results also recommend some ideals to the hospitality industry and the future studies.