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The impact of ergonomic practices on housekeeping employee retention and efficiency in hotels during COVID-19 in India

100%

Singh A. , Singh V. K.

nr 2

W artykule przedstawiono poziom utrzymywania zatrudnienia personelu sprzątającego oraz jego wydajność w hotelach w Indiach podczas pandemii COVID-19, a także omówiono wpływ praktyk ergonomicznych na te zagadnienia. Praktykom ergonomicznym stosowanym wobec hotelowego personelu sprzątającego poświęcono już dużo uwagi, jednakże takie badania w kontekście Indii prawie nie istnieją. Sprzątanie w hotelu wymaga znacznego wysiłku fizycznego, który może prowadzić do dyskomfortu, a nawet nadwyrężenia zdrowia pracownika. Prezentowane badanie, którym objęto 210 pracowników sprzątających, zatrudnionych w pięciogwiazdkowych hotelach, zostało przeprowadzone metodą ankiety internetowej. Dane zinterpretowano za pomocą oprogramowania SmartPLS 2.0. Konstruktami przyjętymi w badaniu były: warunki pracy, ocena i kontrola ryzyka, plan reagowania na pandemię, wydajność pracowników oraz poziom ich zatrzymywania na stanowiskach pracy. Stwierdzono, że warunki pracy miały bardzo silny związek z utrzymywaniem i wydajnością pracowników. Plan reagowania na pandemię również miał duży, pozytywny wpływ na wydajność ich pracy w przeciwieństwie do poziomu pozostawania na stanowiskach pracy. Warunki pracy nie wpływały znacząco na wydajność zatrudnionych.

This article explores the current status of housekeeping-employee retention and efficiency in hotels particularly during COVID-19 in India, then discusses the implications of ergonomic practices on these. Ergonomic practice research in hotel housekeeping has been given enlarged scholarly attention, yet similar research in the Indian context is almost non-existent. Housekeeping work involves considerable physical effort that can lead to discomfort or even injury. This research involved 210 housekeeping employees from five-star hotels through an online survey. The data were interpreted using the partial least square (PLS) software SmartPLS 2.0. The constructs used in the study were working conditions, risk assessment and control, pandemic response plan, employee efficiency and employee retention. Working conditions were found to have a significant positive relationship with employee retention, whereas, risk assessment and control was found to have a positive relationship with employee retention and employee efficiency. Also, the pandemic response plan was found to have a positive relationship with employee efficiency. The pandemic response plan was not found to have a significant positive relationship with employee retention, while working conditions were not found to have a significant positive relationship with employee efficiency either.

The impact of differential pricing on perceived service quality and guest satisfaction: An empirical study of mid-scale hotels in India

80%

Ansari A. I. , Singh A. , Singh V.

nr 2

121-132

The aim of this article is to identify the key factors of differential pricing and its impact on perceived service quality and guest satisfaction. Great attention has been given by researchers to service quality and guest satisfaction in the tourism and hotel industry. This study however examines an integrated model of differential pricing, perceived service quality and guest satisfaction linked to value perception and satisfaction among guests for prices offered at the time of room booking, and the services available during their stay. A self-administered questionnaire was given to guests who stayed in mid-scale hotels and 334 responses were collected randomly. Structural equation modelling was used to examine the data set, a second-generation method that enables simultaneous modelling of a large number of independent and dependent variables. Partial least square SmartPLS 4.0 was used to evaluate the data. The measurement model and the structural model are the two used to examine the data. According to survey results and findings, booking channel and booking volume are significantly related to guest satisfaction. Additionally, the booking channel has a significant relationship with perceived service quality. Maintaining high-quality websites is crucial to attracting visitors and keeping them, eventually leading to more people using travel websites out of loyalty.