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All Journal Jurnal Civics: Media Kajian Kewarganegaraan Jurnal Ekonomi Syariah Teori dan Terapan JESS (Journal of Educational Social Studies) Jurnal Pertanian Agros MIND (Multimedia Artificial Intelligent Networking Database) Journal Dialektika: Jurnal Ekonomi dan Ilmu Sosial Journal of halal product and research (JHPR) Jurnal Pengabdian kepada Masyarakat Nusantara Jurnal Ekonomi Tasamuh: Jurnal Komunikasi dan Pengembangan Masyarakat Islam Jurnal Ekonomika dan Bisnis Islam Prosiding Seminar Nasional Pengabdian Masyarakat Al Adawat : Jurnal Pendidikan Madrasah Ibtidaiyah Jurnal Mediasas : Media Ilmu Syari'ah dan Ahwal Al-Syakhsiyyah Jurnal Wicara Desa Episteme: Jurnal Kajian Mahasiswa Journal of Golden Generation Health Smart International Management Journal (SIMJ)
Hikmah, Lailatul
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The Mediating Role of Employee Engagement in the Relationship between Training, Customer Loyalty Programs, and Job Satisfaction: A Study of Five-Star Hotels in Indonesia Hikmah, Lailatul
Smart International Management Journal Vol 3 No 1 (2026): March 2026
Publisher : CV. HEI PUBLISHING INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70076/simj.v3i1.170

Abstract

The hospitality industry, particularly five-star hotels, increasingly faces the challenge of maintaining service excellence while ensuring employee well-being and organizational sustainability, thereby raising critical questions regarding how managerial practices such as training and customer loyalty programs influence job satisfaction through employee engagement. This study aims to examine the mediating role of employee engagement in the relationship between training effectiveness, customer loyalty program implementation, and employee job satisfaction in Indonesian luxury hotels. A quantitative explanatory approach was employed using survey data collected from full-time hotel employees, which were subsequently analyzed through structural equation modeling (SEM) to evaluate both direct and indirect relationships among variables. The results indicate that training and customer loyalty programs positively influence job satisfaction, with employee engagement demonstrating a significant mediating effect that strengthens these relationships. These findings suggest that psychological involvement functions as a crucial interpretive mechanism through which organizational initiatives are translated into positive employee attitudes. The study concludes that integrating human resource development and customer-oriented strategies with engagement-focused management practices is essential for achieving sustainable service performance and workforce stability in high-end hospitality contexts.
Co-Authors Achmad Room Fitrianto Achsania Hendratmi Ahmad Nurcholis Ahmad Rifai Aini, Zafiirah Quratul Anggajaya, Leonnardo Suryasyaputra Anggraeni, Shella Fitryah Arfilia Wijayanti Aries Tika Damayani, Aries Tika Arifin, Elma Syaharani ATTHOILLAH, EDY Cahyafebrianti, Kristeni Efelina Cholil, Muhammad Dedy Kurniawan Eko Handoyo Fahdiansyah, Ramdhan Aurizki FAUZI, HILMIY AHMAD Fitrahadin , Sabda Fitri, Zilvanhisna Emka Fitriani, Rahmah Fitriyani, Syiamsyah Hafizhah, Nur Zakiya Hensa, Jiddhan Idris , Ismi Usman Imam Muslih Islami, Fatiyatul Kholison, Rohmatul Farohah kurniawan, Liyondi Lestari, Yovita Endah Lud Waluyo Mahendra , Made Miftahul Munir, Miftahul NAJAMUDDIN, AHMAD NANDA Pertiwi, Tanza Dona Prasetyo, Dafit Ari Rosyada, Vivian Rusgianto, Sulistya Safitri, Nadia Ayu Sanjaya, M Rudi Saputra, Dyo Erizky Setiawan, Pungky Eka Shiam, Nur Fadilatus Soleh, Mochammad Sri Wahyuni Sucihatiningsih Dian Wisika Prajanti Suharno Suharno Susanto, Arva Athallah Syafitri, Pipit Eka Tama, Shallya Yudha Tika Widiastuti Waqi'ah , Galuh Raudhatul Wibisono, Dimas Rizky Wulan Dri Puspita Yadi, Agni Prajna