Drivers of job satisfaction as related to work performance in Macao casino hotels: An investigation based on employee survey

Abstract

Purpose

This paper sets out to examine the relationship between work performance and job satisfaction in Macao's casino hotels and to attempt to determine how job satisfaction may be enhanced to improve work performance.

Design/methodology/approach

A survey was conducted among Macao casino hotels' employees to collect data on work performance and job satisfaction. Coefficients of correlations were computed to determine the relationship between the two. Job satisfaction drivers were identified through backward stepwise regression analysis.

Findings

Mediocre interpersonal skills are the major weakness of the labor force and job satisfaction is significantly correlated with job performance. Training opportunities, salaries and benefits, and support from colleagues and superiors are significant drivers of job satisfaction.

Research limitations/implications

The paper used convenience sampling and the survey was not exhaustive to include all possible job satisfaction drivers. Also, social desirability bias may exist in the employee survey. Future research should use probability sampling, if possible, and include more potential job satisfaction variables to find out how employee job satisfaction may be maximized. Furthermore, a study based on customer survey is desired for examining Macao casino workforce performance. While the findings are applicable to Macao casino hotels, they do provide evidence from the gaming industry to support the theory on job satisfaction drivers. The findings may also carry important implications for gaming jurisdictions with low incomes such as those in East Europe and Southeast Asia.

Practical implications

The study provides an assessment of the Macao casino hotel workers' performance and job satisfaction and offers useful insights on how work performance and job satisfaction may be improved. On‐the‐job training is proposed for the industry to boost job satisfaction and work performance.

Originality/value

Labor force performance has been a concern for the Macao gaming industry but has been thinly researched. The paper identifies problems in work performance as related to job satisfaction and proposes solutions. The identified solutions should help improve job satisfaction and workforce performance for Macao casino hotels.

Citation

Gu, Z. and Chi Sen Siu, R. (2009), "Drivers of job satisfaction as related to work performance in Macao casino hotels: An investigation based on employee survey", International Journal of Contemporary Hospitality Management, Vol. 21 No. 5, pp. 561-578. https://doi.org/10.1108/09596110910967809