The Effect of Communication and Complaint Handling on Employee Commitment with Moderating Variable Employee Job Satisfaction at Kumala Hotel Banda Aceh

Abstract

This study aims to examine the effect of communication and complaint handling on employee commitment, with job satisfaction as a moderating variable. The findings reveal that both communication and complaint handling significantly influence employee commitment. Effective communication ensures that employee needs and expectations are met, thereby enhancing satisfaction and strengthening commitment. Similarly, proper handling of employee complaints fosters positive attitudes and behavior, which further promotes organizational loyalty. Moreover, the study finds that job satisfaction moderates the relationship between communication, complaint handling, and employee commitment. When job satisfaction is high, the positive effects of communication and complaint handling on commitment are amplified. Conversely, low satisfaction weakens these effects. These results align with Social Exchange Theory, Organizational Justice Theory, and Herzberg’s Two-Factor Theory, emphasizing the importance of addressing both communication quality and employee satisfaction to enhance organizational commitment. The study recommends that organizations adopt integrated strategies focusing on transparent communication, effective complaint resolution, and sustained efforts to improve job satisfaction in order touild a committed and productive workforce.