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and used all the skill and knowledge that they are
represents in making the satisfaction to their cus-
tomers. Based on the self-management, leadership
was relative into the performance on the working
environment that leads the creativity and innova-
tion to make the customers satisfied.
2.4
Employee satisfaction
Successful organizations can maintain their ben-
efit only by satisfying the employees and moti-
vate them towards continuous improvement. It is
important to satisfy the internal customer if exter-
nal customers want to be retained and satisfied
(Xu & Geodegebuure, 2005). Many studies related
demographic variables to job satisfaction has been
done and, Lam, Baum & Pine (2001) indicated that
job satisfaction was also influenced by the indi-
vidual's subjective norms. Lam et al. (2001), for
instance, found that age, educational level, length
of employment, and marital status are related to
job satisfaction in a study on Hong Kong hotel
employees. Work role and family role variables
also have been found to be predictors of job sat-
isfaction in a study in the Turkish Hotel industry
(Karatepe & Sokmen, 2006).
Employee's job satisfaction and performance
can be more or less related (Judge, Thoresen, Bono
& Patton, 2001). Practices which boost employee
satisfaction be likely to increase the quality of
employees and the level of their performance (Ger-
hart & Rynes, 2004). According to Wan (2007),
satisfaction is a significant goal for organizations
to achieve, as it has been publicized that effective-
ness, efficiency, employee custody and customer
satisfaction are related to employee's happiness.
In addition, motivated employees will make higher
customer satisfaction and in turn positively influ-
ence organization's performance.
Figure 1.
Proposed theoretical framework.
H3: There is a relationship between empowerment
and employee satisfaction at IYC.
3 METHODOLOGY
Research design used for this study was correla-
tion in view of it appropriateness to tests statisti-
cal relationship between variables. This study has
been conducted to determine factors that might
influence job performance and employee satisfac-
tion. The data has also been analyzed by using the
descriptive analysis.
Respondents involved in this research were
from lower level employees in IYC with the total
population of 70 employees of lower level man-
agement. The researcher choose to involve lower
level employees as the respondents in view of these
lower level employees were dealing with daily cus-
tomers service transaction. Simple random sam-
pling was used in this study since each member of
population had an equal and independent chance
of being selected to be part of the sample. A total
of 60 employees participated in this study. Accord-
ing to Krejcie and Morgan (1970), if the total pop-
ulation was 70, the sample size was 59.
In accomplishing this study, a fully structured
questionnaire was used as an instrument with the
purpose of gathering inclusive information from
the respondents. The questionnaire consists of
Likert-scale questions which facilitate respondents
to express their level of agreement by using five
points of response which is the most appropriate
when conducting a survey. This set of question-
naire consists of three major sections including
Section A which represents respondent's demo-
graphic information.
Package for Social Science (SPSS) version 20.0
was used to analyze the collection of data for this
study. Descriptive analysis was used to indicate
frequency analysis of respondents' demographic
profile. Meanwhile, correlational analysis also
was used by the researcher to analyze the relation-
ship between the three main independent vari-
ables, rewards and motivation; work environment;
empowerment and employee satisfaction.
2.5
Proposed theoretical framework
In order to conduct this study, rewards and moti-
vation, empowerment and work environment
served as three independent variables as the pre-
sumed caused and antecedent towards dependent
variable. In the other hand, employee satisfaction
labeled as dependent variable that presumed effect
and consequent. Therefore this study proposes the
following framework which illustrated in Figure 1.
Based on the framework above, several hypoth-
eses are tested as follow:
H1
:
There is a relationship between rewards and
motivation and employee satisfaction at IYC.
H2: There is a relationship between work environ-
ment and employee satisfaction at IYC.
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