Modelling the Effects of Employee Engagement and Job Satisfaction on Service Delivery of Hotel Industry: Empirical Evidence from Oyo State, Nigeria

This study examined the influence of employee engagement and job satisfaction on service delivery of hotel industry in Oyo State. The study adopted a structured questionnaires to collect data from 787 employees of 38 hotels in the 10 LGAs of Oyo State. Data analysis was performed using Partial Least Square Structural Equation Modelling. It arisen from the study that the relationship between employee engagement and service delivery are statistically significant. In addition, the relationship between job satisfaction and service delivery are statistically significant. Relationship between job satisfaction and employee engagement are statistically significant. The discoveries offer noteworthy inferences for managers of hotels in Oyo State to give more attention to staff promotion, training and development matters for enhanced service delivery. To the best of my knowledge, the study presents the first major study that proposed and validated employee engagement and job satisfaction on service delivery model for hotels in Oyo State. The new model offers valuable insights for hotel business operators, government, policy makers and academics by elucidating the relationship between employee engagement, job satisfaction on service delivery within the context of an emerging economy. This model serves as a practical framework for developing strategies to improve employee satisfaction and engagement, ultimately driving better performance and growth in the hospitality sector.