Motivated employees are an essential feature to any successful organizationbecause they are more productive and eventually it will leads to a better profit.Therefore, how to motivate and what really motivates people has always been explored and researched as a major topic for years in the field of organizational behavior. However, as far as the researcher aware of, most of the researches about motivation to work were conducted within the western settings.
Internal Service Quality (ISQ) as a part of the Total Quality Management concept has also been known as an alternative to increase employee’s productivity.Hotel industry is strongly focused on service, which is why it is interesting to investigate whether this focus is also found internally and its link to employee’s motivation to work. Some of the researches in hospitality industry have started to investigate ISQ within hotel industry; unfortunately, none of them were conducted within Taiwanese setting. Therefore, this study is trying to explore the structure of motivation factors and ISQ factors in hotel industry within Taiwanese setting and their impact towards motivation to work.
The respondents of this research are hotel employees from around 40 medium to big hotels in Taipei, Taichung, Kenting and Tainan. The data collection was done by approaching those medium to big hotels and asked them to disseminate the questionnaires to their employees and the whole data collection process took about two months to finish.
To run the data, promax kappa 4 and regression analysis was used and the finding reveals that the structure of motivation factors is different than the motivation structure in the western setting. Another finding also reveals that the ISQ factors in hotel industry within Taiwanese setting is different than the structure of ISQ factors in multiple industry within Taiwanese setting. Both of these findings tell us that cultural differences and industry differences both influence the employee’s motivation to work and employee’s satisfaction of ISQ from the HR department.
Further, this study also presents the difference impact of motivation factors and ISQ factors toward Motivation to work. By using these findings the HR department can focused their attention to some of the areas that will have the most effective impact on employee’s motivation to work.

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