Employee and customer satisfaction of the physical environment in the hospitality industry.

Abstract

This research investigated how employees and customers perceive the physical environment of a hotel in Kathmandu, Nepal. To analyse employee satisfaction, an asynchronized interview and a survey questionnaire were used as a data collection method. While carrying out those methods sixteen employees from a hotel participated and answered. According to the quantitative and qualitative data analysis the physical environment is an important factor of employee satisfaction. A proper, favourable, and collaboration physical environment ensured employee satisfaction. Moreover, the aspects of physical environment, workplace, climate, lighting, ambiance, noise control and safety affected employee satisfaction. Likewise, to analyse customer satisfaction, reviews, and ratings from eight different websites were considered. These reviews and rating were analysed using document analysis. Considering the factors like cleanliness of the physical layout of the hotel, comfort of the room, and location of the hotel, it was evident that customers were satisfied and were even willing to return to the hotel whenever applicable. However, some reviews also indicated that although the rooms were cosy enough, they were smaller than necessary. There was also development suggestion related to kitchen and breakfast menu as well as some comments regarding to cleanliness. Overall, the result of this research indicates that physical environment can be related to customer and employee satisfaction when the physical environment is positive and favourable, both customers and employees are satisfied.