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ERIC Number: ED566801
Record Type: Non-Journal
Publication Date: 2014
Pages: 210
Abstractor: As Provided
Reference Count: N/A
ISBN: 978-1-3394-8550-8
A Gap Analysis of Employee Satisfaction within the National Parks: Anuenue National Park
Pang, Bryan Daniel Kwai Sun
ProQuest LLC, Ed.D. Dissertation, University of Southern California
Utilizing Clark and Estes' (2008) Gap Analysis Model, the purpose of this study was to determine the knowledge, motivation, and organization causes of and solutions for low employee satisfaction ratings at one particular park, referred to by its pseudonym, Anuenue (Hawaiian word for "Rainbow," and pronounced "Ah-noo-ay-noo-ay") National Park (ANP). Triangulating data from three sources of data helped identify and validate causes of the gap between employees' satisfaction ratings and ANP leadership's desired employee ratings: observation of facilitated employee sessions, document analysis of employee action plans, and employee interviews. The validated causes for low employee satisfaction at ANP were that employees wanted increased levels of communication, trust, fairness, respect, training, and employee participation in decision-making. The solutions identified to increase ANP employees' satisfaction ratings included increasing open, ongoing communication and trust; clearly explaining the employee performance rating system to employees and delivering contingent consequences; providing accessible, relevant training opportunities; and increasing employee involvement in the park's decision-making processes. To determine the effectiveness of these solutions on closing the employee satisfaction gap, it was recommended that ANP leadership continuously monitor the results of the solutions using Kirkpatrick and Kirkpatrick's (2006) four-level evaluation model and appropriate assessment tools like interviews, surveys, questionnaires, or direct observation, making adjustments where needed. This study found that communication, trust, respect, fairness, employee participation in decision-making, and adequate training are critical ingredients to ANP employee satisfaction and that employee satisfaction is important to organizations because high employee satisfaction translates into increased productivity, retention, and customer (visitor) satisfaction. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page:]
ProQuest LLC. 789 East Eisenhower Parkway, P.O. Box 1346, Ann Arbor, MI 48106. Tel: 800-521-0600; Web site:
Publication Type: Dissertations/Theses - Doctoral Dissertations
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Hawaii