Evaluating the Impact of Staffing Shortages and Overtime on Management Efficiency and Customer Satisfaction in Holiday in Melaka

Abstract

The objective of this study is to assess the influence of staff shortages and the practice of working overtime on the management of the Holiday Inn Melaka, Malaysia, as well as on customer satisfaction. This study employs a quantitative methodology, specifically focused on hypothesis testing through the use of statistical analysis techniques in order to generate generalizable conclusions. The study sample included 79 employees from the Holiday Inn Melaka, Malaysia. The research used saturation sampling (census) as the sampling approach, where every member of the population is included in the sample. The study includes a total of 79 persons in its sample. The testing tool employed is multiple linear regression analysis utilizing the assistance of SPSS 25.0 software. The multiple linear regression analysis yielded the model Y = -.006 - .001x1 + 2.109x2 - .585x3. Therefore, the prevalent practice of working extra (X2) has a beneficial impact on the administration of hotels (Y1)