Employee Turnover Intentions: An Empirical Study on Five-Star Hotels in Malaysia DOI: https://doi.org/10.33093/ijomfa.2025.6.2.6

Article Sidebar

Fulltext
Published: Aug 30, 2025
DOI: https://doi.org/10.33093/ijomfa.2025.6.2.6
Keywords:
Turnover Intentions, Hospitality, Economic, Social, Training and Development, Psychological, Malaysia

Main Article Content

Chin Wei Chong
Faculty of Management, Multimedia University, Selangor, Malaysia
https://orcid.org/0000-0002-9294-8450
Li Joe Ang
A & O Aquaculture Trading Sdn. Bhd, Johor, Malaysia
Mohammad Khaleel Okour
Department of Business Administration, Philadelphia University, Amman, Jordan

Abstract

This research aims to explore how economic, social, psychological, and training and development factors influence employee turnover intentions in five-star Malaysian hotels. Data was collected through questionnaires and distributed to 120 employees using convenience sampling, and SPSS was used to perform the data analysis. The results of the multiple regression analysis revealed that economic factors (including pay, reward, and benefits), social factors (including co-workers, manager or supervisor, and working environment), and training and development factors (including training opportunity and career development) are significantly related to employee turnover intentions. In contrast, psychological factors (including job involvement, personal characteristics, personal life, and family) are not significantly related. The research provides valuable insights to help build effective retention strategies in five-star hotels in Malaysia by addressing the diverse needs and expectations of the employees.

Article Details

How to Cite
Chong, C. W., Ang, L. J., & Okour, M. K. . (2025). Employee Turnover Intentions: An Empirical Study on Five-Star Hotels in Malaysia: DOI: https://doi.org/10.33093/ijomfa.2025.6.2.6. International Journal of Management, Finance and Accounting, 6(2), 165–199. https://doi.org/10.33093/ijomfa.2025.6.2.6
Issue
Vol. 6 No. 2 (2025)
Section
Management, Finance and Accounting

References

Alice, H. Y., & Gamor, E. (2021). When my pay is lower than my expatriate colleagues: Where do the Hospitality Managers go from here?. International Journal of Hospitality Management, 95, 102953.

Al-Qathmi, A., & Zedan, H. (2021). The effect of incentive management system on turnover rate, job satisfaction and motivation of medical laboratory technologists. Health services research and managerial epidemiology, 8, 2333392820988404.

Al-Suraihi, W. A., Samikon, S. A., Al-Suraihi, A. H. A., & Ibrahim, I. (2021). Employee turnover: Causes, importance and retention strategies. European Journal of Business and Management Research, 6(3), 1-10.

Armstrong, M. (2002). Employee Reward. 3rd Ed, UK: Chartered Institute of Personnel and Development.

Azalea, A., Omar, F., & Mastor, K. A. (2009). The role of individual differences in job satisfaction among Indonesians and Malaysians. European Journal of Social Sciences, 10(4), 496-511.

Bahrain, N. K., Sakrani, S. R., & Maidin, A. (2023). Communication barriers in work environment: understanding impact and challenges. International Journal of Academic Research in Business and Social Sciences, 13(11), 1489-1503.

Bergiel, E. B., Nguyen, V. Q., Clenney, B. F., & Stephen Taylor, G. (2009). Human resource practices, job embeddedness and intention to quit. Management Research News, 32(3), 205-219.

Bernardin, H. J. (1977). The relationship of personality variables to organizational withdrawal. Personnel Psychology, 30(1), 17-27.

Berthelsen, M., Skogstad, A., Lau, B., & Einarsen, S. (2011). Do they stay or do they go? A longitudinal study of intentions to leave and exclusion from working life among targets of workplace bullying. International Journal of Manpower, 32(2), 178-193.

Bibi, P., Ahmad, A., & Majid, A. H. A. (2018). The impact of training and development and supervisor support on employees retention in academic institutions: The moderating role of work environment. Gadjah Mada International Journal of Business, 20(1), 113-131.

Bonache, J. (2005). Job satisfaction among expatriates, repatriates and domestic employees: The perceived impact of international assignments on work-related variables. Personal Review, 34(1), 110-12

Buttner, E. H., & Lowe, K. B. (2017). Addressing internal stakeholders' concerns: The interactive effect of perceived pay equity and diversity climate on turnover intentions. Journal of Business Ethics, 143, 621-633.

Cao, Z., Chen, J., & Song, Y. (2013). Does total rewards reduce the core employees' turnover intention?. International Journal of Business and Management, 8(20), 62.

Carmeli, A. (2005). Exploring determinants of job involvement: An empirical test among senior executives. International Journal of manpower, 26(5), 457-472.

Carmeli, A., Shalom, R., & Weisberg, J. (2007). Considerations in organizational career advancement: What really matters. Personnel Review, 36(2), 190-205.

Carraher, S. M. (2011). Turnover prediction using attitudes towards benefits, pay, and pay satisfaction among employees and entrepreneurs in Estonia, Latvia, and Lithuania. Baltic Journal of management, 6(1), 25-52.

Chan, S. H., Mai, X., Kuok, O. M., & Kong, S. H. (2016). The influence of satisfaction and promotability on the relation between career adaptability and turnover intentions. Journal of Vocational Behavior, 92, 167-175.

Chen, X., Al Mamun, A., Hussain, W. M. H. W., Jingzu, G., Yang, Q., & Shami, S. S. A. A. (2023). Envisaging the job satisfaction and turnover intention among the young workforce: Evidence from an emerging economy. Plos one, 18(6), e0287284.

Cheng, Y., Li, Y. J., & Cheng, W. J. (2023). Gender-and age-specific associations between psychosocial work conditions and perceived work sustainability in the general working population in Taiwan. Plos one, 18(10), e0293282.

Chi, O. H., Saldamli, A., & Gursoy, D. (2021). Impact of the COVID-19 pandemic on management-level hotel employees' work behaviors: Moderating effects of working-from-home. International Journal of Hospitality Management, 98, 103020.

Chiu, R. K., & Francesco, A. M. (2003). Dispositional traits and turnover intention: Examining the mediating role of job satisfaction and affective commitment. International Journal of manpower, 24(3), 284-298.

Costa, A. C., Fulmer, C. A., & Anderson, N. R. (2018). Trust in work teams: An integrative review, multilevel model, and future directions. Journal of organizational behavior, 39(2), 169-184.

Cotton, J. L., & Tuttle, J. M. (1986). Employee turnover: A meta-analysis and review with implications for research. Academy of management Review, 11(1), 55-70.

Depierraz, A. (2023, October 12). High turnover in the hospitality industry: a result of neglected training. Hospitality Net. https://www.hospitalitynet.org/opinion/4118580.html#:~:text=The%20average%202021%20turnover%20rate,to%20consider%20is%3A%20neglected%20training

Devi, J. P., & Subramaniam, S. S. (2018). Job involvement and its effect on job retention. Journal of Emerging Technologies and Innovative Research, 5(1).

Dhiman, G. R., & Mohanty, R. P. (2010). HRM practices, attitudinal outcomes and turnover intent: An empirical study in Indian oil and gas exploration and production sector. South Asian Journal of Management, 17(4), 74–104.

Dogru, T., McGinley, S., Sharma, A., Isik, C., & Hanks, L. (2023). Employee turnover dynamics in the hospitality industry vs. the overall economy. Tourism Management, 99, 104783. https://doi.org/10.1016/j.tourman.2023.104783

Enrich. (2016, January). The cost of replacing an employee and the role of financial wellness. https://enrich.org/the-true-cost-of-employee-turnover-financial-wellness-enrich/

Fernando, A. G. N. K., & Ranaweera, R. A. A. K. (2019). Study on the impact of non-financial rewards on turnover intention: Mediating role of intrinsic motivation (with special reference to the hotel industry of Sri Lanka). International Journal of Scientific and Research Publications, 9(8), 239–244.

Fletcher, L., Alfes, K., & Robinson, D. (2018). The relationship between perceived training and development and employee retention: The mediating role of work attitudes. The International Journal of Human Resource Management, 29(18), 2701–2728.

Gaire, A. K. S. (2023). Co-worker relations and working environment: Influences on turnover intentions in co-operatives of Surkhet. Interdisciplinary Journal of Innovation in Nepalese Academia, 2(2), 233–246.

Ghani, B., Zada, M., Memon, K. R., Ullah, R., Khattak, A., Han, H., ... & Araya-Castillo, L. (2022). Challenges and strategies for employee retention in the hospitality industry: A review. Sustainability, 14(5), 2885.

Gharbi, H., Aliane, N., Al Falah, K. A., & Sobaih, A. E. E. (2022). You really affect me: The role of social influence in the relationship between procedural justice and turnover intention. International Journal of Environmental Research and Public Health, 19(9), 5162.

Goh, E., & Lee, C. (2018). A workforce to be reckoned with: The emerging pivotal Generation Z hospitality workforce. International Journal of Hospitality Management, 73, 20-28.

Gopalan, N., Beutell, N. J., & Alstete, J. W. (2023). Can trust in management help? Job satisfaction, healthy lifestyle, and turnover intentions. International Journal of Organization Theory & Behavior, 26(3), 185-202.

Hadi, A. A., Abidin, U. F. U. Z., Othman, M., & Nor, N. M. (2018). Factors of job burnout among chefs in Malaysia. International Journal of Academic Research in Business and Social Sciences, 8(17), 1-14.

Haldorai, K., Kim, W. G., Pillai, S. G., Park, T. E., & Balasubramanian, K. (2019). Factors affecting hotel employees' attrition and turnover: Application of pull-push-mooring framework. International journal of hospitality management, 83, 46-55.

Halim, H., Radin, T. M. A. T., Azizan, F. L., & Nazri, N. S. (2021). Workplace environment, leader communication and hotel employee retention: job satisfaction as a mediator. Jurnal Komunikasi: Malaysian Journal of Communication, 37(4), 384-404.

Hassan, M., Jambulingam, M., Alam, M. N., & Islam, S. (2019). Redesigning the retention strategy against the emerging turnover of Generation Y: Revisiting the long-standing problems from 20Th to 21St century. International Journal of Entrepreneurship, 23(2), 1-16.

Hequet, M. (1993). Can Training Stop Turnover?. Training, 30(10).

Holston-Okae, B. L. (2018). The effect of employee turnover in the hospitality industry: Quantitative correlational study. International Journal of Learning and Development, 8(1), 156-183.

Huang, X., Liu, Y., & Zhao, J. (2024). The impacts of work-family conflict and corporate innovation on organizational performance. SAGE Open, 14(2), 21582440241247626.

Jaworski, C., Ravichandran, S., Karpinski, A. C., & Singh, S. (2018). The effects of training satisfaction, employee benefits, and incentives on part-time employees' commitment. International Journal of Hospitality Management, 74, 1-12.

Jolly, P. M., McDowell, C., Dawson, M., & Abbott, J. (2021). Pay and benefit satisfaction, perceived organizational support, and turnover intentions: The moderating role of job variety. International Journal of Hospitality Management, 95, 102921.

Kanungo, R. N. (1982). Measurement of job and work involvement. Journal of applied psychology, 67(3), 341.

Khairy, H. A., Baquero, A., & Al-Romeedy, B. S. (2023). The effect of transactional leadership on organizational agility in tourism and hospitality businesses: The mediating roles of Organizational Trust and Ambidexterity. Sustainability, 15(19), 14337.

Ko, C. H. (2020). Exploring hotel employee's work stress by individual characteristics. Open Access Library Journal, 7(01), 1.

Krishnan, S., & Rathakrishnan, B. (2024). The Influence of Intrinsic and Extrinsic Employee Rewards on Turnover Intention among Malaysian Hospitality Employees. International Journal of Business and Technology Management, 6(3), 789-802.

Kularathne, H. M. R. D., & Senevirathne, Y. Y. (2020). The relationship between co-worker support, supervisor support, organizational support and employee turnover intention of operational level employees in apparel sector, central province, Sri Lanka. International Journal Of All Research Writings, 2(8), 7-17.

Lee, C. H., Hsu, M. L., & Lien, N. H. (2006). The impacts of benefit plans on employee turnover: a firm-level analysis approach on Taiwanese manufacturing industry. The International Journal of Human Resource Management, 17(11), 1951–1975. https://doi.org/10.1080/09585190601000154

Lee, H. W., & Liu, C. H. (2007). An examination of factors affecting repatriates' turnover intentions. International Journal of manpower, 28(2), 122-134.

Li, X. (2023). Employee benefits and its impacts on business performance-a systematic review. In SHS Web of Conferences (Vol. 170, p. 03021). EDP Sciences.

Lim, P., & Parker, A. (2020). Employee turnover. In Mentoring Millennials in an Asian Context (pp. 35-43). Emerald Publishing Limited.

Lu, L., Lu, A. C. C., Gursoy, D., & Neale, N. R. (2016). Work engagement, job satisfaction, and turnover intentions: A comparison between supervisors and line-level employees. International Journal of Contemporary Hospitality Management, 28(4), 737–761.

Miah, M. M., & Hafit, N. I. A. (2020). The relationship between selective staffing, work environment and employee turnover in the Malaysian hotel industry. International Journal of Business and Social Science, 11(12), 77–82.

Michaels, C. E., & Spector, P. E. (1982). Causes of employee turnover: A test of the Mobley, Griffeth, Hand, and Meglino model. Journal of Applied Psychology, 67(1), 53–59.

Miller, K. I., & Monge, P. R. (1986). Participation, satisfaction, and productivity: A meta-analytic review. Academy of Management Journal, 29(4), 727–753.

Miric, M., & Slavkovic, M. (2023). Does training and development affect employee retention in the hotel industry? The mediator role of organizational commitment. Hotel and Tourism Management, 11(1), 51–65.

Mohamad, S. J. A. N. S., Nor, N. S. N. M., Fikry, A., & Aziz, M. R. A. (2023). The effect of organizational innovation mediates between knowledge management capabilities and hotel performance: A conceptual analysis. Information Management and Business Review, 15(3), 510–524.

Mohammad Mosadegh Rad, A., & Hossein Yarmohammadian, M. (2006). A study of relationship between managers' leadership style and employees' job satisfaction. Leadership in Health Services, 19(2), 11–28.

Moncarz, E., Zhao, J., & Kay, C. (2009). An exploratory study of US lodging properties' organizational practices on employee turnover and retention. International Journal of Contemporary Hospitality Management, 21(4), 437–458.

Mooney, S., Robinson, R. N. S., Solnet, D., & Baum, T. (2024). A sustainable tourism workforce. Routledge.

Morris, D., Yaacoob, A., & Wood, G. (2004). Attitudes towards pay and promotion in the Malaysian higher educational sector. Employee Relations, 26(2), 137–150.

Mosadegh Rad, A. M., & Yarmohammadian, M. H. (2006). A study of relationship between managers' leadership style and employees' job satisfaction. Leadership in Health Services, 19(2), 11–28.

Nisar, Q. A., Haider, S., Ali, F., Jamshed, S., Ryu, K., & Gill, S. S. (2021). Green human resource management practices and environmental performance in Malaysian green hotels: The role of green intellectual capital and pro-environmental behavior. Journal of Cleaner Production, 311, 127504.

Nkosi, S. M. (2015). Effects of training on employee commitment, retention and performance: A case study of a local municipality in South Africa. European Journal of Business and Management, 7(15), 104–108.

Novianty, R. R., & Evita, S. N. (2018). Financial incentives: The impact on employee motivation. Academy of Strategic Management Journal, 17(6), 1–8.

O'Neill, J. W., & Follmer, K. (2020). A multilevel review of hospitality industry work–family conflict research and a strategy for future research. Journal of Hospitality & Tourism Research, 44(1), 3–44.

Obrenovic, B., Jianguo, D., Khudaykulov, A., & Khan, M. A. S. (2020). Work-family conflict impact on psychological safety and psychological well-being: A job performance model. Frontiers in Psychology, 11, 475.

Park, J., & Min, H. K. (2020). Turnover intention in the hospitality industry: A meta-analysis. International journal of hospitality management, 90, 102599.

Phuong, T. T. K., & Tran, T. V. (2020). Job satisfaction, employee loyalty and job performance in the hospitality industry: A moderated model. Asian Economic and Financial Review, 10(6), 698.

Pradhan, G. M., & Shrestha, P. (2021). Impact of training & development and career planning on employee involvement. Journal of Balkumari College, 10(1), 13-18.

Rahman, Z. (2020). Impact of Islamic work ethics, competencies, compensation, work culture on job satisfaction and employee performance: the case of four star hotels. European Journal of Business and Management Research, 5(1), 1-8.

Rathi, N., & Lee, K. (2017). Understanding the role of supervisor support in retaining employees and enhancing their satisfaction with life. Personnel Review, 46(8), 1605-1619.

Reuters. (2025, February 5). Malaysia misses 2024 tourist arrival targets despite reporting over 25 million visitors. Reuters. https://www.reuters.com/world/asia-pacific/malaysia-misses-2024-tourist-arrival-targets-despite-reporting-over-25-mln-2025-02-05/

Ryan, C., Ghazali, H., & Mohsin, A. (2011). Determinants of intention to leave a non-managerial job in the fast food industry of west Malaysia. International Journal of Contemporary Hospitality Management, 23(3), 344–360.

Samat, M. F., Hamid, M. N., Awang, M. A. S., Juahari, W. M. I. F. W., Ghazali, K. A., & Nawi, F. A. M. (2020). The relationship between career development, compensation, job security, work environment and employee loyalty. e-Academia Journal, 9(1).

Sethunga, S., & Perera, I. (2018, May). Impact of performance rewards on employee turnover in Sri Lankan IT industry. In 2018 Moratuwa Engineering Research Conference (MERCon) (pp. 114-119). IEEE.

SHRM (2021). SHRM State of the Workplace Report 2021-2022. https://www.shrm.org/mena/topics-tools/research/shrm-state-workplace-report-2021-2022

Sija, A. (2021). The influence of job satisfaction and its effect on employee turnover intention in financial service industry of Malaysia. European Journal of Economic and Financial Research, 5(1).

Singh, P., & Loncar, N. (2010). Pay satisfaction, job satisfaction and turnover intent. Relations industrielles, 65(3), 470-490.

Sitati, N. O. R. A. H., Were, S., & Waititu, G. A. (2016). Effects of career development on employee retention in hotels in Kenya. Business and Change Management, 3(4), 940-955.

Tan, Y. X., Seow, A. N., Tan, C. H., & Lam, S. Y. (2025). The Practices of Work-life Balance, Job Satisfaction, and Job Performance Among Female Employees in Banking Industry: A Conceptual Study. International Journal of Management, Finance and Accounting, 6(1), 176-194.

Tourism Malaysia. (2019). Annual report 2019. https://www.tourism.gov.my/files/uploads/annual_report_2019.pdf

Udo, G. J., Guimaraes, T., & Igbaria, M. (1997). An investigation of the antecedents of turnover intention for manufacturing plant managers. International Journal of Operations & Production Management, 17(9), 912-930.

Voon, M. L., Lo, M. C., Ngui, K. S., & Ayob, N. B. (2011). The influence of leadership styles on employees' job satisfaction in public sector organizations in Malaysia. International journal of business, management and social sciences, 2(1), 24-32.

Wilkins, K. G., Santilli, S., Ferrari, L., Nota, L., Tracey, T. J., & Soresi, S. (2014). The relationship among positive emotional dispositions, career adaptability, and satisfaction in Italian high school students. Journal of Vocational Behavior, 85(3), 329-338.

Xu, S., Martinez, L. R., Van Hoof, H., Tews, M., Torres, L., & Farfan, K. (2018). The impact of abusive supervision and co-worker support on hospitality and tourism student employees' turnover intentions in Ecuador. Current issues in Tourism, 21(7), 775-790.

Yam, L., Raybould, M., & Gordon, R. (2018). Employment stability and retention in the hospitality industry: Exploring the role of job embeddedness. Journal of Human Resources in Hospitality & Tourism, 17(4), 445-464.

Zeffane, R. M. (1994). Understanding employee turnover: The need for a contingency approach. International journal of Manpower, 15(9), 22-37.

Zehra, F. (2025). Impact of employee benefits on work productivity and retention. Career Development - Challenges and Opportunities in Contemporary Societies.

Zhao, X., & Ghiselli, R. (2016). Why do you feel stressed in a "smile factory"? Hospitality job characteristics influence work–family conflict and job stress. International Journal of Contemporary Hospitality Management, 28(2), 305-326.

Zimmerman, R. D., & Darnold, T. C. (2009). The impact of job performance on employee turnover intentions and the voluntary turnover process: A meta-analysis and path model. Personnel Review, 38(2), 142–158.