Factors Affecting Enterprise Performance of Luxury Hotel in Henan Province, the People’s Republic of China

The objectives of this study were: (1) to study the factors that affect enterprise performance of luxury hotel in Henan Province, the People’s Republic of China, (2) to study employee satisfaction, employee loyalty, customer satisfaction, on the effect of enterprise performance of luxury hotel in Henan Province, the People’s Republic of China, (3) to develop a new model of the influence of employee satisfaction on enterprise performance of luxury hotel in Henan Province, the People’s Republic of China. This research is a mixed method research. The quantitative research includes questionnaire collections from 395 employees of 4-star and above of 83 hotel enterprises through simple random sampling technique. The qualitative research mainly uses the interview method to interview the six senior managers of human resource department, and ten senior employees who have worked in the human resource department for more than ten years of luxury hotel in Henan Province, the People’s Republic of China. Statistics for data analysis used frequency, percentage, mean, standard deviation, and structural equation model. The research findings indicate that (1) employee satisfaction has direct influence on enterprise performance of luxury hotel in Henan Province, the People’s Republic of China, it also discovers that employee loyalty act as mediators between employee satisfaction and enterprise performance. This suggests that employee satisfaction not only directly enhances enterprise performance but also indirectly influences it by strengthening employee loyalty and improving customer satisfaction, (2) the study explores the relationship of key affecting factors between employee satisfaction and enterprise performance. The results reveal that factors such as interpersonal relationships, working environment, and job content have a significant influence on employee satisfaction, subsequently affecting enterprise performance. The combined effect of these factors leads to employee satisfaction, thereby promoting improvements in enterprise performance, (3) based on the research findings, several recommendations are proposed to help luxury hotel in Henan Province, the People’s Republic of China, enhance employee satisfaction and subsequently improve enterprise performance. These recommendations include improving interpersonal relationships, optimizing the working environment, adjusting job content, and strengthening employee training and incentive mechanisms. This study provides valuable management insights for the hotel industry, contributing to enhanced competitiveness and sustainable development of enterprises.