Influence of Employee Engagement and Psychological Empowerment on the Relationship between Job Satisfaction and Organisational Citizenship Behaviour of First Line Employees in One-Two Star Hotels in Ghana.

Abstract

The purpose of this study was to provide an understanding of how employee engagement and psychological empowerment influences the relationship between job satisfaction and organisational citizenship behaviour of first line employees in one-two star hotels in Ghana. The study employed a cross-sectional design and a quantitative method approach. The data was gathered with the use of standardised questionnaire, a total of 302 first line employees from 25 hotels in the Upper West Region responded to the questionnaire. The data was analysed using Pearson product moment correlation and simple linear regression analysis. The findings of the study showed that job satisfaction is positively related and predicted organisational citizenship behaviour. That is an increase in job satisfaction of first line hotel employees lead to increase in their organisational citizenship behaviour. The findings also revealed that employee engagement is positively related and predicted both job satisfaction and organisational citizenship behaviour. Thus an increase in employee engagement leads to increase in both job satisfaction and organisational citizenship behaviour of first line hotel employees. Also, psychological empowerment is positively related and predicted both job satisfaction and organisational citizenship behaviour, that is an increase in psychological empowerment leads to increase in job satisfaction and organisational citizenship behaviour of first line hotel employees. As such, both employee engagement and psychological empowerment moderated the relationship between job satisfaction and organisational citizenship behaviour. These findings suggest that job satisfaction is a good predictor of organisational citizenship behaviour of first line hotel employees in Ghana, and both employee engagement and psychological empowerment enhances the positive effect of job satisfaction on organisational citizenship behaviour. In view of the findings from the study, it is recommended that management should put in place effective policies, regulations and systems geared towards empowering and engaging employees in organisational activities, this will adequately boost their job satisfaction and thus result in organisational citizenship behaviour that support quality service and organisational growth.