The Mediatory Role of Job Satisfaction on the Relation between Training and Employee’s Turnover Intention

Abstract

The aim of this study is to find the nature of the training programs and its effect on extrinsic and intrinsic job satisfaction and the extent of the effect on employee turnover intention in the context of hotel industry in North Cyprus. The present study is organized as follow, based on the review on literature in human capital theory and dual factor theory, a model that investigates the relationship between training and turnover intention with intrinsic and extrinsic job satisfaction s mediator, is developed. In the next step, a sample of 8 five-star hotel in North Cyprus was chosen. Data gathered from 190 frontline employees who are in direct interaction with customers in order to test the hypotheses. Questionnaire is used as an instrument for conducting quantitative research. With the help of SPSS all the hypotheses are assessed and tested. At the ending part of this study, a discussion of results is presented which reveals the relation between hypothesizes which shows that training programs affects extrinsic satisfaction and therefore the turnover intention. No support was found between training and intrinsic satisfaction and even turnover intention. Considering the economic recession in recent years and seasonality nature of the industry and ad-hoc process of employee recruitment and reduced employee loyalty, these results are justifiable. Employees are more motivated by extrinsic aspects of the job rather than intrinsic aspects and will stay in the job that provides them with greater financial opportunities. Training parse which does not promise higher level of remuneration or positions, will not affect employee’s turnover intention. Consequently, the managerial implications, limitations of the study, future research criteria are provided at the last chapter. Keywords: Training, Intrinsic job satisfaction, Extrinsic job satisfaction, Turnover intention, North Cyprus, Frontline employees.

ÖZ: Bu tezin amacı, teorik olarak Kuzey Kıbrıs’ta bulunan beş yıldızlı otellerdeki eğitim programlarının içsel ve dışsal çalışan mutluluğu üzerindeki etkilerini ölçmektir. Ayrıca bu çalışma eğitim programlarının iş değiştirme niyeti faktörününde etkilerini dolaylı olarak aynı bağımsız değişken üzerinde ölçmeye çalışmaktadır. İçsel ve dışsal motivasyon faktörleri mediatör olarak da kullanılmıştır. Bu çalışma kapsamına sekiz adet beş yıldızlı otel dahil edilmiştir. Müşterilerle yüz yüze iletişimde bulunan 190 denek çalışmaya dahil edilmiştir. Çalışmada elde edilen veriler “SPSS” yazılımı ile analiz edilmiştir. Araştırma sonucunda elde edilen bulgulara göre çalışanlara sunulan eğitimlerin direkt olarak dışsal motivasyonlarına etkili olduğu ortaya çıkmıştır. Anahtar Kelimeler: Eğitim, iş tatmini, içsel, motivasyon, iş değiştirme niyeti, ön büro çalışanları