Effects of personnel cynicism, motivation and job satisfaction in hotel businesses on working personnel: A research in the Turkish Republic of Northern Cyprus

Hotel businesses actualize the service they offer in a simple but integrated way. Hotel businesses, which are different from other businesses in terms of their structure, the services offered and the way the service is offered, have the quality of being stressful businesses in terms of the imbalance of private life and the working life, besides having hard working conditions for working personnel, and besides several characteristics to its own name, like the service's being offered from person to person, production and simultaneous consumption. Personnel's being under stress while working is a great problem affecting customer satisfaction, because the advantage over rivals and the rate of increasing profitability for the hotels with a high level of satisfaction would be high as well. The personnel's being unhappy and anxious, their having negative attitudes towards the hotel they work, their being irresponsible to hotel managers or other personnel, and their thinking that the personnel do not act according to the vision and mission of the hotel create an important disadvantage. Reasons like the inability of the hotel businesses to run, and their losing the chance to compete are signs that organizational cynicism, motivation and job satisfaction harm hotel businesses. The aim of this study is to identify the motivation, job satisfaction levels and organizational cynicism situations of the personnel working in a 5-star hotel running in the Turkish Republic of Northern Cyprus, and to present the effects of organizational cynicism on motivation and job satisfaction. Furthermore, another aim of this study is to present whether there is any relationship between the dimensions forming organizational cynicism and the dimensions forming motivation and job satisfaction. The study was conducted in April, 2017, with 500 personnel working in hotels in the Turkish Republic of Northern Cyprus, with survey application. The data obtained as a result of the survey application were analyzed, their arithmetic mean and standard deviation values were calculated, and factor analysis was used in data classification. Besides, "Kruskal Wallis H Test" and "Mann-Whitney U Test" were applied to test the hypothesis formed in terms of the aim of this research by considering the situation of whether the data has a normal distribution. As a result of the study, while identifying that the organizational cynicism situations of personnel working in hotel businesses are formed from two dimensions as "negative emotion and behavior" and "disbelief in mission and vision," it was seen that the motivation situations of personnel are formed from two dimensions as "working environment and conditions" and "self-confidence", as well. Besides, it was also identified that the job satisfaction situations of the personnel working in hotel businesses are formed from two dimensions as "organizational and administrative satisfaction" and "economic and psychological satisfaction". While the organizational cynicism levels of the personnel working in hotel businesses are identified as "middle", and the motivation situations as "high", job satisfaction situations of the personnel are identified as "middle". As a result of the correlation analysis, a statistically meaningful relationship was detected between some dimensions forming organizational cynicism, motivation and job satisfaction perceptions of personnel working in hotel businesses.