Degree Type

Thesis

Date of Award

2008

Degree Name

Master of Science

Department

Apparel, Events and Hospitality Management

First Advisor

Haemoon Oh

Abstract

This study was an application of a communication measurement tool, Communication Satisfaction Questionnaire (CSQ), to hotel employees in Malaysia. The aim of this study was to assess the effect of the CSQ factors on overall communication satisfaction. The direct relationship between overall communication satisfaction and turnover intention was examined. Survey data were gathered from operational employees of non-supervisory positions at four-star and five-star hotels in Malaysia. Eight hotels agreed to allow their employees to participate. A total of 214 useable questionnaires were used in statistical analyses. The results indicated that the hypothesized linkage between each of the CSQ factor and overall communication as well as that between overall communication satisfaction and turnover intention was significantly supported. Limitations of this study are addressed and recommendations for future research are suggested.

Copyright Owner

Siti Fatimah Mohamad

Language

en

Date Available

2012-04-30

File Format

application/pdf

File Size

78 pages

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