The research study is one of the important components which must be conducted in our course, Bachelor of Business Administration (Hons). Therefore, it is compulsory for us to conduct the research in order to complete our degree course at University Tunku Abdul Rahman (UTAR). Our research survey topic is "Factors that affect the employees' performance in hotel industry".

In this research study, we have 4 important variables that have influence towards the employees of hotel industry. The variables are empowerment, transformational

leadership, team work and work environment. These four variables play the important roles in determining the possible factors that might influence the employees'

performance in hotel industry.

Special thank are given to our supervisor, Ms. Azeyan bt Awee who guided us on this survey. This survey may not be complete if without her invaluable help.

The main objective of this research is to study the relationship between empowerment,transformational leadership, teamwork, work environment, and employee

performance in the hotel industry. There are 400 sets of questionnaires were prepared and distributed to the targeted respondents who are working in the hotel industry of the Kuala Lumpur area. After that, the SAS software was used to examine those data which were collected and also to generate the final result. The result shows that, there are significant correlations between employee performance with the other four independent variables (empowerment, transformational leadership, teamwork, and work environment). The major findings, limitations for the study, implications of the study and recommendations of this study will be discussed.

Copyright Page ii

Declaration   iii

Acknowledgement -   iv

Table of Contents - - v

List of Tables - x

List of Figures - - xii

List of Appendices - xiii

Preface - xiv

Abstract - xv

 10 Introduction - 1

 11 Research Background - 2

 12 Problem Statement - - 5

 13 Research Objectives - - 9

 131 General Objective - - - - - 9

 132 Specific Objectives 9

 14 Research Questions - 10

 15 Hypotheses of the Study - - 11

 16 Significant of the Study - 12

 17 Chapter Layout - 13

 18 Conclusion -   13

 20 Introduction -   14

 21 Review of the Literature - 15

211 Employee Performance - 15

 212 Empowerment 17

 213 Transformational Leadership 20

 214 Teamwork   23

 215 Work Environment 25

 22 Review of Relevant Theoretical Models - 27

 221 Empowerment - - 27

 222 Transformational Leadership - - 30

 223 Teamwork - - 32

 224 Work Environment - - 33

 23 Proposed Theoretical / Conceptual Framework - - 35

 231 Empowerment - 36

 232 Transformational Leadership 36

 233 Teamwork 37

 234 Work Environment   38

 24 Hypothesis Development - - 39

 241 Empowerment 39

 242 Transformational Leadership 40

 243 Teamwork 41

 244 Work Environment   42

 25 Conclusion - 43

 30 Introduction - 44

 31 Research Design 44

 32 Data Collection Methods   45

 321 Primary Data - 45

 322 Secondary Data 46

 33 Sampling Design -   46

 331 Target Population - - 46

 332 Sampling Frame and Sampling Location - - - 47

 333 Sampling Elements - - 47 

334 Sampling Techniques - 47

 335 Sampling Size -   48

 34 Research Instrument -   49

 341 Questionnaire Survey - 50

 342 Questionnaire Design -   50

343 Pilot Studies - - - - - - - - - - - - 51

 35 Constructs Measurement - 51

 351 Nominal Scale - - 52

 352 Ordinal Scale - 52

 353 Likert Scale - - 53

 36 Data Processing - - 54

 37 Data Analysis - 55

 371 Descriptive Analysis - - - 55

 372 Reliability Test - - - 55

 373 Inferential Analysis - - - - - 57

 3731 Pearson Correlation Coefficient Analysis - 57

 3732 Multiple Regression Analysis -   58

 38 Conclusion - 58

 40 Introduction - - 59

 41 Descriptive Analysis - 59

 411 Respondent Demographic Profile - - - - 60

 4111 Gender - - - - - - - - 63

 4114 Educational Level - - - - - - - - 64

 4115 Year of Employment - - - - - - - 66

 412 Central Tendencies Measurement of Construct 67

 4121 Empowerment - 67

 4122 Transformational Leadership - 69

 4123 Teamwork -   70

4124 Work Environment 71

 4125 Employee’ Performance 72

 42 Scale Measurement - 73

 43 Inferential Analysis - - 74

431 Pearson Correlation Coefficient - 75

 4311 Empowerment - - - 76

 4312 Transformational Leadership - - 77

 4313 Teamwork - 79

 4314 Work Environment - 81

432 Multiple Regressions Analysis - 83

 44 Conclusion - -   88

 51 Summary of Statistical Analyses   89

 511 Summary of Descriptive Analyses - 89

 512 Summary of Inferential Analyses - - 90

5121 Reliability Test 90

5122 Pearson Correlation Coefficient - 90

 5123 Multiple Regressions Analysis - - - - 91

 52 Discussion of Major Finding - - - - - 91

 521 Empowerment - - 92

 522 Transformational Leadership 93

 523 Teamwork - 94

 524 Work Environment -   94

 53 Implication of the study   - - 95

 531 Theoretical Implications - 95

 532 Managerial Implications - 96

 54 Limitations of the study - 97

 55 Recommendations for Future Research - -   98

 56 Conclusion 99