The chosen quantitative paper for analysis is Christina and Dogan's (2009) hospitality research. This paper was chosen for this study based on the assignment criteria that the paper must be a peer-reviewed scholarly article. It must be a quantitative study instead of a qualitative one. There has to be a survey completed over a set ample. There have to be clearly defined variables, a value proposition sample, and a determination of some correlations between the variable's other requirements. This paper meets all these criteria.
The main purpose of Christina and Dogan’s study is to investigate the correlation between worker satisfaction (WP), customer satisfaction (CS), and the impact on a hospitality firm's financial performance (FP) through a service-profit-chain model as the primary theoretical base. The study is based on three major research questions as follows:
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Is there a direct correlation existing between company financial performance and customer relations?
Is there a direct correlation existing between company financial performance and customer satisfaction?
Is there a direct correlation between worker and customer satisfaction?
Is there an indirect relation between financial performance and worker satisfaction?
From the four research questions, the researcher created four relevant research hypothesis as follows:
H 1: We have an existing significant positive correlation between customer satisfaction and financial performance.
H 1: We have no existing significant direct correlation between worker satisfaction and financial performance
H 1: We have an existing significant indirect positive correlation between worker satisfaction and financial performance.
H 1: We have an existing relationship between worker satisfaction and company financial performance hat has a mediation with customer satisfaction.
The researcher used a survey as an instrument. The survey tool was grouped into three sections based on the variables. The main variables as presented were a financial success, customer satisfaction, and worker satisfaction. Financial success questions interrogate the company's Net profit, Profitability, and Return on Investment. The customer satisfaction variable asked the questions (i) satisfaction with my stay at ---, (ii) am impressed by the services, (iii) hotel exceeds my expectations. The worker satisfaction variable interrogated using the questions (i) I am satisfied with the job (ii) I look forward to keeping working at (iii) I normally think about quitting my job.
Based on the research findings, the authors determined that as the customer satisfaction indicates a significant positive effect on company finances and performance, worker satisfaction does not report a significant direct effect/impact on the firm financial performance. Instead, the results reveal an indirect correlation between worker satisfaction and company financial performance, which has a mediation through customer satisfaction.
The authors presented their model through two endogenous variables (dependent variables), including financial performance and customer satisfaction. Four key items presented the employee satisfaction construct. The financial performance and customer satisfaction aspects were pleasured through three items on a scale. The items adopted in assessing both worker satisfaction customer satisfaction constructs were estimated on a 5-point Linkert-type scale that ranged between 1 = strongly disagree to 5 = strongly agree. The researchers assessed the company's financial performance by asking the managers to rate their firm financial status in regards to their key competitors in the last one financial year using a 5-point Linkert-type scale that ranges between 1 implying much lower to 5 implying much higher.
The customer satisfaction variables are a nominal type of measurement. Nominal variables are essential for labeling or naming a series of values. Financial and customer satisfaction were interval measurements. Interval measurements or scales provide the order of values or interval values and the ability to compute ratios. The financial and customer satisfaction variables are measured on a Linkert scale.
References
Christina and Dogan G. (2009). Employee Satisfaction, Custoemr Satisfaction, and Financial Performance: An Emperical Examination. International Journal of Hospitality Management. https://www.academia.edu/31285191/Employee_satisfaction_customer_satisfaction_and_financial_performance_An_empirical_examination
