Studies on the relationship between employee job satisfaction and performance have controversy. The Howthorne Studies conducted in 1930 was conducted to test the effect of job attitudes on performance. In the study it was found that a happy employee is a productive employee (Saari & Judge, 2004). Although many previous studies and support from the Social Exchange Theory states that employee job satisfaction affects the service quality, but the impact of employee job satisfaction on service quality can not be detected. This research was conducted in three private hospitals in Central Java with a self-assessment by 134 employees who assess employee job satisfaction and customer-assessment by 134 customers who assess the service quality it receives as a measure of the performance of a service company. The relationship between two variables is discussed.
Impact of service quality on satisfaction and loyalty case of two public sect...radygogo
This document summarizes a research study that examined the impact of service quality on customer satisfaction and loyalty for two public sector banks in India. The study hypothesized that service quality positively impacts customer satisfaction and loyalty. A survey was administered to 150 bank customers measuring perceptions of service quality, satisfaction, and loyalty. Results of the correlation and regression analyses supported the hypotheses, finding that better service quality increases satisfaction, and higher satisfaction increases loyalty. The study concluded that improving employee interactions and service processes can enhance customer satisfaction. Limitations noted the small sample size and single region. Future research could study a larger sample across multiple regions and include additional antecedents like price and value.
Linkage between service quality and customer loyalty bankSatyendra Patel
This document summarizes a research study that examines the relationship between service quality, customer satisfaction, and customer loyalty in the Indian retail banking sector. The study uses a survey to measure customers' perceptions of service quality dimensions, perceived value, satisfaction, and loyalty. A structural equation model is then used to analyze the direct and indirect effects of service quality on customer loyalty, with customer satisfaction as an intervening variable. The results indicate that while service quality does not directly impact customer loyalty, it has a significant indirect effect through its influence on customer satisfaction, which directly leads to greater customer loyalty. Therefore, banks seeking to improve loyalty should focus on enhancing service quality to boost customer satisfaction.
This document reports on a study that examined the effects of service quality and product quality on corporate image, customer satisfaction, and customer trust using structural equation modeling. Data was collected through surveys of 149 savings account customers of Bank Negara Indonesia in four cities in East Java Province. The results of the study found that service quality had a significant positive effect on corporate image and customer satisfaction. Product quality also had a significant positive effect on corporate image, customer value, and customer satisfaction. Corporate image was found to have a significant positive effect on customer trust, and customer satisfaction had a significant positive effect on customer trust.
This document summarizes a research paper that studied the relationships between role stressors, emotional satisfaction of employees, and employee-perceived service quality. The study found that emotional satisfaction is positively related to employee-perceived service quality. It also found that role stressors like role overload, role conflict, and work-family conflict were negatively related to emotional satisfaction. The findings suggest that role stressors indirectly influence service quality by affecting the emotional satisfaction of employees.
Measuring the influence of Internal Service Quality on Health Care Deliveryijtsrd
The objective of this study is to examine the influence of Internal Service Quality at various levels in Organization on Health care Delivery . The research method used in the study is Descriptive and Correlation is used to test the relationship among the variables. The target respondents Population who participated in the study are (N=200) who are the Medical Duty staff in private hospitals around Visakhapatnam, AndhraPradesh,India. A structured Questionnaire of Di Xie(2005) Internal Service Quality was used to investigate its influence on Health care Delivery . The research findings showed that there is significant positive correlation ( r=0.554, p http://www.ijtsrd.com/management/marketing-management/13048/measuring-the-influence-of-internal-service-quality-on-health-care-delivery/dr-a-v-nageswara-rao
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
An Analytical Study on the Influence of Performance Appraisal on Pharma Sales...iosrjce
Definition and Meaning Of Performance Appraisal
According to Wayne Cascio,
"Performance appraisal is the systematic description of an employee's job relevant strengths and weaknesses."
Performance appraisal may also be defined as a structured and formal interaction between a
subordinate and supervisor, that usually takes the form of a periodic interview (annual or semiannual), in which
the work performance of the subordinate is examined and discussed, with a view to identifying weaknesses and
strengths as well as opportunities for improvement and skills development.
Keys to Improve Service Quality and Employee Performance In An Organization -...IJERDJOURNAL
Abstract:- A literature review provides a clear map for any research work, to take the necessary actions in the right directions to reach the possible solutions successfully. It lays foundation for the research work in either collecting important information relevant to the research or avoiding issues irrelevant to the research. It can represent which direction should be followed depending on previous researches and studies. This paper reveals one such survey focussing on the various techniques that would maximize client satisfaction in an organization. In any organization, the two key factors that determine client satisfaction are the service quality and employee performance. In this work, a detailed study and analysis are done on the various key methods followed in organizations to improve the service quality and employee performance. This survey would provide research directions for academicians and researchers in this domain and would also contribute to industries in choosing the best suitable technique for further improvement, based on their requirements
Impact of service quality on satisfaction and loyalty case of two public sect...radygogo
This document summarizes a research study that examined the impact of service quality on customer satisfaction and loyalty for two public sector banks in India. The study hypothesized that service quality positively impacts customer satisfaction and loyalty. A survey was administered to 150 bank customers measuring perceptions of service quality, satisfaction, and loyalty. Results of the correlation and regression analyses supported the hypotheses, finding that better service quality increases satisfaction, and higher satisfaction increases loyalty. The study concluded that improving employee interactions and service processes can enhance customer satisfaction. Limitations noted the small sample size and single region. Future research could study a larger sample across multiple regions and include additional antecedents like price and value.
Linkage between service quality and customer loyalty bankSatyendra Patel
This document summarizes a research study that examines the relationship between service quality, customer satisfaction, and customer loyalty in the Indian retail banking sector. The study uses a survey to measure customers' perceptions of service quality dimensions, perceived value, satisfaction, and loyalty. A structural equation model is then used to analyze the direct and indirect effects of service quality on customer loyalty, with customer satisfaction as an intervening variable. The results indicate that while service quality does not directly impact customer loyalty, it has a significant indirect effect through its influence on customer satisfaction, which directly leads to greater customer loyalty. Therefore, banks seeking to improve loyalty should focus on enhancing service quality to boost customer satisfaction.
This document reports on a study that examined the effects of service quality and product quality on corporate image, customer satisfaction, and customer trust using structural equation modeling. Data was collected through surveys of 149 savings account customers of Bank Negara Indonesia in four cities in East Java Province. The results of the study found that service quality had a significant positive effect on corporate image and customer satisfaction. Product quality also had a significant positive effect on corporate image, customer value, and customer satisfaction. Corporate image was found to have a significant positive effect on customer trust, and customer satisfaction had a significant positive effect on customer trust.
This document summarizes a research paper that studied the relationships between role stressors, emotional satisfaction of employees, and employee-perceived service quality. The study found that emotional satisfaction is positively related to employee-perceived service quality. It also found that role stressors like role overload, role conflict, and work-family conflict were negatively related to emotional satisfaction. The findings suggest that role stressors indirectly influence service quality by affecting the emotional satisfaction of employees.
Measuring the influence of Internal Service Quality on Health Care Deliveryijtsrd
The objective of this study is to examine the influence of Internal Service Quality at various levels in Organization on Health care Delivery . The research method used in the study is Descriptive and Correlation is used to test the relationship among the variables. The target respondents Population who participated in the study are (N=200) who are the Medical Duty staff in private hospitals around Visakhapatnam, AndhraPradesh,India. A structured Questionnaire of Di Xie(2005) Internal Service Quality was used to investigate its influence on Health care Delivery . The research findings showed that there is significant positive correlation ( r=0.554, p http://www.ijtsrd.com/management/marketing-management/13048/measuring-the-influence-of-internal-service-quality-on-health-care-delivery/dr-a-v-nageswara-rao
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
An Analytical Study on the Influence of Performance Appraisal on Pharma Sales...iosrjce
Definition and Meaning Of Performance Appraisal
According to Wayne Cascio,
"Performance appraisal is the systematic description of an employee's job relevant strengths and weaknesses."
Performance appraisal may also be defined as a structured and formal interaction between a
subordinate and supervisor, that usually takes the form of a periodic interview (annual or semiannual), in which
the work performance of the subordinate is examined and discussed, with a view to identifying weaknesses and
strengths as well as opportunities for improvement and skills development.
Keys to Improve Service Quality and Employee Performance In An Organization -...IJERDJOURNAL
Abstract:- A literature review provides a clear map for any research work, to take the necessary actions in the right directions to reach the possible solutions successfully. It lays foundation for the research work in either collecting important information relevant to the research or avoiding issues irrelevant to the research. It can represent which direction should be followed depending on previous researches and studies. This paper reveals one such survey focussing on the various techniques that would maximize client satisfaction in an organization. In any organization, the two key factors that determine client satisfaction are the service quality and employee performance. In this work, a detailed study and analysis are done on the various key methods followed in organizations to improve the service quality and employee performance. This survey would provide research directions for academicians and researchers in this domain and would also contribute to industries in choosing the best suitable technique for further improvement, based on their requirements
This document contains a job satisfaction questionnaire that asks respondents to rate their satisfaction with various aspects of their job on a scale of 1 to 5. It addresses general working conditions, pay and promotion potential, work relationships, use of skills and abilities, and work activities. Alternatively, it provides yes or no questions about the respondent's tenure, working environment, job security, relationships, opinion of their job, appreciation/rewards, compensation package, and experiences with discrimination. It also asks about enjoyment of breaks and receiving feedback. The goal is to assess different dimensions of the respondent's job satisfaction.
The Role of Customer Listening Ability and Perceived Justice in Service Recov...IOSR Journals
Service recovery is very crucial in maintaining long-term relationship with customers. In this regard, most scholars argue that customer listening ability and perceived justice are very important in service recovery. This is because they can lead to customer trust, satisfaction and other behavioral intentions. However, not much research has been conducted to investigate the effect of customer listening ability and perceived interactional justice. This is simultaneously so on relationship quality and customer loyalty under service recovery condition. This article attempts to fill this gap by proposing customer listening ability and perceived interactional justice as predictors of relationship quality, while loyalty as outcome of relationship quality
This document discusses the role of service quality in sustaining customer relationships and experiences. It evaluates critical dimensions of service quality, including customer-employee interaction, outcomes, and service environment. It also examines the linkages between customer relationships, consumer experiences, and service quality. Various theories are applied to understand how service quality impacts relationships and experiences, including SERVQUAL and the gap model. The document argues that focusing on service quality, relationships, and experiences can help businesses leverage social media marketing to create greater customer value in today's marketing environment.
This presentation summarizes a study on employee work-life satisfaction at UGVCL, a public power transmission company in Gujarat, India. It provides background on the company and describes the research objectives, which were to understand employee quality of work life, participation, and satisfaction levels. A survey was conducted of 100 employees using a questionnaire, with results showing that most employees were satisfied with factors like physical work conditions, colleagues, supervisors, pay, changes by management, and welfare benefits. Suggestions for improvement included increasing employee participation in management and providing more opportunities to use skills.
The importance of employee satisfaction and work motivation is growing all the time in the companies. Many researchers have been made to find out the effect the job satisfaction and motivation have in the productivity of the company. This paper is about the employee satisfaction in a Pharmaceutical company in India. This paper wanted to find out in practice what the level of employee satisfaction in a company is. After the target organization had been found, the research question will composed: what is the level of employee satisfaction in. The main subjects will be leadership and motivation, and the affect they have on employee satisfaction. To find out the results for the research, questionnaires will be delivering to the employees, in the company. The purpose of this kind of research is to find out which factors could be improved in the target company and how to make employees enjoy their work every day.
Keywords- employee satisfaction, work motivation, leadership, Expectation, Wages.
How quality, value, image, and satisfaction create loyalty at an iran telecomCuong Dinh
This study examines the relationships between service quality, perceived value, corporate image, customer satisfaction, and loyalty for customers of a telecommunications company in Iran. The study proposes and tests a model showing that service quality influences perceived value, corporate image, and customer satisfaction. Perceived value and corporate image also influence satisfaction. Corporate image influences perceived value and both satisfaction and corporate image directly impact customer loyalty. Customer satisfaction mediates the effects of service quality, perceived value, and corporate image on loyalty. The study analyzed survey data from 417 customers to validate this model.
The Most Effective Factor out of Psychological, Physical, and Environmental F...Uma Wickramaratne
This document provides an introduction to a study on identifying the most effective factor (psychological, physical, or environmental) for enhancing employee job satisfaction. It discusses the importance of job satisfaction and outlines the problem statement, objectives, and practical relevance of the study. The literature review defines job satisfaction, discusses relevant theories (affect theory, equity theory, two-factor theory), and how factors like communication and work environment can impact satisfaction. The study aims to help a company improve performance by increasing motivation.
Measuring service quality in super storesdeshwal852
The present study is an attempt to find the difference between satisfaction level of male and female customers for different dimensions of service quality. A survey was conducted in Gurgaon district.
Information was gathered through a questionnaire and assessed by using the SERVQUAL model
developed by A Parasuraman (1980). A sample of 70 customers was selected by random sampling
technique. The result of the study showed that there was no significant difference between male customers’ and female customers’ perception for service quality in super stores.
The document provides an overview of the Indian cement industry. It discusses the history and growth of the industry from its beginnings in 1904 with a capacity of 30 tons per day up to the present where India is the 5th largest cement producer globally. While production and capacity have increased significantly, consumption in India remains one of the lowest in the world, pointing to significant growth potential. Key factors driving future demand are expected to be infrastructure development projects and increasing per capita income and consumption. The industry has progressed through various phases of government control and deregulation.
The document summarizes an article that examines how consumers evaluate service experiences during and after consumption. It discusses that services are difficult for marketers to communicate value for since they are intangible. The article focuses on aspects of the service experience - core service, employee service, and physical environment - that influence consumer feelings, satisfaction, and brand attitudes. It generated hypotheses about the relationships between these factors that were validated through a case study. The document provides key takeaways about the challenges of intangibility for services and determining consumer satisfaction, and implications for making services more tangible.
An Empirical study on Service Quality and Customer Satisfaction of Panthaniva...paperpublications3
Abstract: In this competitive era creating and sustaining the quality of service to meet the expectation of customers is of utmost importance. Understanding the zone of tolerance of consumers and taking innovative measures can certainly enhance the business opportunities and increase market share.
Service quality and customer satisfaction are the vital aspects which companies must understand in order to gain a competitive advantage. Therefore it is has become imperative for companies to know how to improve the moments of truth in a positive way in the mind of customers, measure and analyze the consumer trends and preferences. Service quality is of utmost importance as it leads to higher customer satisfaction, customer loyalty and retention. Further a it also helps to garner higher profit margins through cross selling and up selling.
The purpose of this paper is to study the customer expectations of the customers about the quality of service offerings by Panthanivas in Bhubaneswar and measure the customer satisfaction on various services offered using SERVEQUAL Model.
This document summarizes a study on service quality in public, private, and foreign banks in Odisha, India. The study examined how customers' perceptions and expectations of service delivery influence their perceptions and expectations of overall service quality. A survey was administered to 600 customers of 6 banks. The results showed that customers' perceptions of service delivery accounted for 90% of the variation in their perceptions of service quality. Additionally, customers' expectations of service delivery significantly influenced their expectations of service quality. The study concluded that banks should focus on understanding customer needs and exceeding service quality expectations to create positive customer experiences.
Las redes sociales se pueden definir como estructuras en las que muchas personas mantienen diferentes tipos de relaciones amistosas, laborales y amorosas. El término red proviene del latín "rete" y se utiliza para definir una estructura que tiene un patrón determinado. Existen diversos tipos de redes como las informáticas, eléctricas y sociales.
Este documento presenta resúmenes breves sobre cinco culturas mesoamericanas: la cultura maya se destacó por su escritura glífica y avances en matemáticas y astronomía; la cultura olmeca se desarrolló en el sur de México y fue una de las primeras civilizaciones mesoamericanas; los incas gobernaron un vasto imperio en los Andes centrales con el inca como soberano; los aztecas fundaron la gran ciudad de México-Tenochtitlan en el centro de México; y los tlaxcaltecas fueron un p
Dorothy Dang is a digital marketing strategist with experience in SEO, PPC, analytics, and content marketing. She has worked as an SEO strategist, internet marketing specialist, and search marketing associate implementing strategies to grow traffic and leads for clients. Her skills include keyword research, on-page optimization, analytics reporting, and client relationship management. She holds a Bachelor of Arts in Business Administration and Marketing from California State University, Fullerton.
H-D Natal (Loja da Harley-Davidson Fictícia em Natal-RN)Reydson Medeiros
O documento descreve a estratégia de marketing e comunicação para o lançamento de uma nova loja da Harley-Davidson em Natal, RN. O plano inclui uma campanha de marketing integrada com propaganda, eventos, redes sociais e promoções de vendas para introduzir a marca no mercado local e promover a venda de produtos e serviços.
The document provides information on narration, narratives, and narrative composition. It defines narration as a series of connected events that are told or written to entertain or inform. It distinguishes between oral and written narration. It also defines different types of narratives such as tales, anecdotes, and memoirs. The document then discusses the components of narrative composition, including introduction, body, and conclusion. It provides examples of recounts and narratives, highlighting the stages and linguistic features of each.
This document is a resume for Sharad Shetty summarizing his skills, experience, and qualifications. It outlines his objective of working as a software developer and making significant contributions to a team. It details his 3.6 years of experience developing share market and brokerage software using VC++ MFC and C++. His projects include developing trader applications, algorithm plugins, and report generators for Omnesys Technologies. He is proficient in MFC application and DLL development using Visual Studio 2010.
Las estrategias para el desarrollo pluricultural de la lengua oral y escrita incluyen trabajos de exposiciones del sexto semestre del grupo A bajo la dirección del catedrático Arturo Allende Téllez. La alumna Leticia Hernández Vargas presentó su trabajo el 26 de mayo de 2013.
Presentation by prof. Oliver Limbach in Vicco von Bülow Gymnasium in Stahnsdorf, during the Erasmus+ Project "Skills for Success" Meeting held in May 2016.
El documento lista los equipos y participantes de varios juegos populares del año escolar 2016-17, incluyendo baloncesto, béisbol, billarda, brilé, caroza, fútbol, laberinto, oficios, pano y pés quietos. Los juegos involucran a estudiantes de diferentes grados divididos en múltiples equipos. El documento también enumera a los coordinadores de los juegos populares.
This document contains a job satisfaction questionnaire that asks respondents to rate their satisfaction with various aspects of their job on a scale of 1 to 5. It addresses general working conditions, pay and promotion potential, work relationships, use of skills and abilities, and work activities. Alternatively, it provides yes or no questions about the respondent's tenure, working environment, job security, relationships, opinion of their job, appreciation/rewards, compensation package, and experiences with discrimination. It also asks about enjoyment of breaks and receiving feedback. The goal is to assess different dimensions of the respondent's job satisfaction.
The Role of Customer Listening Ability and Perceived Justice in Service Recov...IOSR Journals
Service recovery is very crucial in maintaining long-term relationship with customers. In this regard, most scholars argue that customer listening ability and perceived justice are very important in service recovery. This is because they can lead to customer trust, satisfaction and other behavioral intentions. However, not much research has been conducted to investigate the effect of customer listening ability and perceived interactional justice. This is simultaneously so on relationship quality and customer loyalty under service recovery condition. This article attempts to fill this gap by proposing customer listening ability and perceived interactional justice as predictors of relationship quality, while loyalty as outcome of relationship quality
This document discusses the role of service quality in sustaining customer relationships and experiences. It evaluates critical dimensions of service quality, including customer-employee interaction, outcomes, and service environment. It also examines the linkages between customer relationships, consumer experiences, and service quality. Various theories are applied to understand how service quality impacts relationships and experiences, including SERVQUAL and the gap model. The document argues that focusing on service quality, relationships, and experiences can help businesses leverage social media marketing to create greater customer value in today's marketing environment.
This presentation summarizes a study on employee work-life satisfaction at UGVCL, a public power transmission company in Gujarat, India. It provides background on the company and describes the research objectives, which were to understand employee quality of work life, participation, and satisfaction levels. A survey was conducted of 100 employees using a questionnaire, with results showing that most employees were satisfied with factors like physical work conditions, colleagues, supervisors, pay, changes by management, and welfare benefits. Suggestions for improvement included increasing employee participation in management and providing more opportunities to use skills.
The importance of employee satisfaction and work motivation is growing all the time in the companies. Many researchers have been made to find out the effect the job satisfaction and motivation have in the productivity of the company. This paper is about the employee satisfaction in a Pharmaceutical company in India. This paper wanted to find out in practice what the level of employee satisfaction in a company is. After the target organization had been found, the research question will composed: what is the level of employee satisfaction in. The main subjects will be leadership and motivation, and the affect they have on employee satisfaction. To find out the results for the research, questionnaires will be delivering to the employees, in the company. The purpose of this kind of research is to find out which factors could be improved in the target company and how to make employees enjoy their work every day.
Keywords- employee satisfaction, work motivation, leadership, Expectation, Wages.
How quality, value, image, and satisfaction create loyalty at an iran telecomCuong Dinh
This study examines the relationships between service quality, perceived value, corporate image, customer satisfaction, and loyalty for customers of a telecommunications company in Iran. The study proposes and tests a model showing that service quality influences perceived value, corporate image, and customer satisfaction. Perceived value and corporate image also influence satisfaction. Corporate image influences perceived value and both satisfaction and corporate image directly impact customer loyalty. Customer satisfaction mediates the effects of service quality, perceived value, and corporate image on loyalty. The study analyzed survey data from 417 customers to validate this model.
The Most Effective Factor out of Psychological, Physical, and Environmental F...Uma Wickramaratne
This document provides an introduction to a study on identifying the most effective factor (psychological, physical, or environmental) for enhancing employee job satisfaction. It discusses the importance of job satisfaction and outlines the problem statement, objectives, and practical relevance of the study. The literature review defines job satisfaction, discusses relevant theories (affect theory, equity theory, two-factor theory), and how factors like communication and work environment can impact satisfaction. The study aims to help a company improve performance by increasing motivation.
Measuring service quality in super storesdeshwal852
The present study is an attempt to find the difference between satisfaction level of male and female customers for different dimensions of service quality. A survey was conducted in Gurgaon district.
Information was gathered through a questionnaire and assessed by using the SERVQUAL model
developed by A Parasuraman (1980). A sample of 70 customers was selected by random sampling
technique. The result of the study showed that there was no significant difference between male customers’ and female customers’ perception for service quality in super stores.
The document provides an overview of the Indian cement industry. It discusses the history and growth of the industry from its beginnings in 1904 with a capacity of 30 tons per day up to the present where India is the 5th largest cement producer globally. While production and capacity have increased significantly, consumption in India remains one of the lowest in the world, pointing to significant growth potential. Key factors driving future demand are expected to be infrastructure development projects and increasing per capita income and consumption. The industry has progressed through various phases of government control and deregulation.
The document summarizes an article that examines how consumers evaluate service experiences during and after consumption. It discusses that services are difficult for marketers to communicate value for since they are intangible. The article focuses on aspects of the service experience - core service, employee service, and physical environment - that influence consumer feelings, satisfaction, and brand attitudes. It generated hypotheses about the relationships between these factors that were validated through a case study. The document provides key takeaways about the challenges of intangibility for services and determining consumer satisfaction, and implications for making services more tangible.
An Empirical study on Service Quality and Customer Satisfaction of Panthaniva...paperpublications3
Abstract: In this competitive era creating and sustaining the quality of service to meet the expectation of customers is of utmost importance. Understanding the zone of tolerance of consumers and taking innovative measures can certainly enhance the business opportunities and increase market share.
Service quality and customer satisfaction are the vital aspects which companies must understand in order to gain a competitive advantage. Therefore it is has become imperative for companies to know how to improve the moments of truth in a positive way in the mind of customers, measure and analyze the consumer trends and preferences. Service quality is of utmost importance as it leads to higher customer satisfaction, customer loyalty and retention. Further a it also helps to garner higher profit margins through cross selling and up selling.
The purpose of this paper is to study the customer expectations of the customers about the quality of service offerings by Panthanivas in Bhubaneswar and measure the customer satisfaction on various services offered using SERVEQUAL Model.
This document summarizes a study on service quality in public, private, and foreign banks in Odisha, India. The study examined how customers' perceptions and expectations of service delivery influence their perceptions and expectations of overall service quality. A survey was administered to 600 customers of 6 banks. The results showed that customers' perceptions of service delivery accounted for 90% of the variation in their perceptions of service quality. Additionally, customers' expectations of service delivery significantly influenced their expectations of service quality. The study concluded that banks should focus on understanding customer needs and exceeding service quality expectations to create positive customer experiences.
Las redes sociales se pueden definir como estructuras en las que muchas personas mantienen diferentes tipos de relaciones amistosas, laborales y amorosas. El término red proviene del latín "rete" y se utiliza para definir una estructura que tiene un patrón determinado. Existen diversos tipos de redes como las informáticas, eléctricas y sociales.
Este documento presenta resúmenes breves sobre cinco culturas mesoamericanas: la cultura maya se destacó por su escritura glífica y avances en matemáticas y astronomía; la cultura olmeca se desarrolló en el sur de México y fue una de las primeras civilizaciones mesoamericanas; los incas gobernaron un vasto imperio en los Andes centrales con el inca como soberano; los aztecas fundaron la gran ciudad de México-Tenochtitlan en el centro de México; y los tlaxcaltecas fueron un p
Dorothy Dang is a digital marketing strategist with experience in SEO, PPC, analytics, and content marketing. She has worked as an SEO strategist, internet marketing specialist, and search marketing associate implementing strategies to grow traffic and leads for clients. Her skills include keyword research, on-page optimization, analytics reporting, and client relationship management. She holds a Bachelor of Arts in Business Administration and Marketing from California State University, Fullerton.
H-D Natal (Loja da Harley-Davidson Fictícia em Natal-RN)Reydson Medeiros
O documento descreve a estratégia de marketing e comunicação para o lançamento de uma nova loja da Harley-Davidson em Natal, RN. O plano inclui uma campanha de marketing integrada com propaganda, eventos, redes sociais e promoções de vendas para introduzir a marca no mercado local e promover a venda de produtos e serviços.
The document provides information on narration, narratives, and narrative composition. It defines narration as a series of connected events that are told or written to entertain or inform. It distinguishes between oral and written narration. It also defines different types of narratives such as tales, anecdotes, and memoirs. The document then discusses the components of narrative composition, including introduction, body, and conclusion. It provides examples of recounts and narratives, highlighting the stages and linguistic features of each.
This document is a resume for Sharad Shetty summarizing his skills, experience, and qualifications. It outlines his objective of working as a software developer and making significant contributions to a team. It details his 3.6 years of experience developing share market and brokerage software using VC++ MFC and C++. His projects include developing trader applications, algorithm plugins, and report generators for Omnesys Technologies. He is proficient in MFC application and DLL development using Visual Studio 2010.
Las estrategias para el desarrollo pluricultural de la lengua oral y escrita incluyen trabajos de exposiciones del sexto semestre del grupo A bajo la dirección del catedrático Arturo Allende Téllez. La alumna Leticia Hernández Vargas presentó su trabajo el 26 de mayo de 2013.
Presentation by prof. Oliver Limbach in Vicco von Bülow Gymnasium in Stahnsdorf, during the Erasmus+ Project "Skills for Success" Meeting held in May 2016.
El documento lista los equipos y participantes de varios juegos populares del año escolar 2016-17, incluyendo baloncesto, béisbol, billarda, brilé, caroza, fútbol, laberinto, oficios, pano y pés quietos. Los juegos involucran a estudiantes de diferentes grados divididos en múltiples equipos. El documento también enumera a los coordinadores de los juegos populares.
Este documento trata sobre la educación bucal y la prevención de la caries dental. Explica que una dentición sana favorece el crecimiento óseo, mejora la masticación y la fonación, y tiene beneficios estéticos y psicosociales. También describe factores como la dieta, la higiene bucal, los hábitos y la cultura que influyen en el riesgo de caries. Finalmente, propone métodos preventivos como el uso de flúor, sellantes y visitas regulares al odontólogo para controlar la prevalencia de
This document discusses winding calculations for three windings - Winding A spanning poles 1-13, Winding B spanning poles 1-11, and Winding C spanning poles 1-10. Each winding forms one pole-phase group. The document also provides an email address for questions.
The document discusses traffic problems during rush hours in downtown Santa Rosa. Students are asked to organize into groups, collect information through interviews and research, and write a report for the Traffic department suggesting solutions to issues around schools during arrival and dismissal times. Specifically, students should analyze textbook information, ask pedestrians and drivers for opinions, search online for city regulations, and propose ways to address the main problems based on their findings.
O documento discute a história da Cervejaria Antarctica e da marca Guaraná Antarctica. A Antarctica foi fundida com a Brahma em 2000 para formar a AmBev, que depois foi incorporada pela Anheuser-Busch para se tornar a AB Inbev. Originalmente, a Antarctica lançou várias marcas como submarcas, incluindo o Guaraná Antarctica, mas agora ele é uma marca independente pertencente à Ambev.
The document provides information about the three major pre-Columbian civilizations in Latin America: the Aztecs, Incas and Maya. It discusses the capital cities, architecture, roles of men and women, art, religious ceremonies, death and burial practices of each civilization based on evidence from archaeological sites and artifacts. Sources include websites from educational institutions and museums documenting these ancient cultures.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
The Role of Constitutionalism, Relationship and Co-operation in Teacher’s Liv...inventionjournals
Constitutionalism as a dimension of the Quality of Work-life has been of paramount importance for the researchers mostly in the public sector institutions of Jammu and Kashmir because all the universities are public funded and therefore run by the Government. For the assessment of various parameters, the perception of the Teachers towards constitutionalism, and Relationship and Co-operation were measured by using a structured questionnaire prepared in light of the model developed by Parshuram in 1988. However, the dimensions were further refined and critically examined to further explore new insights in research in quality of work-life. The sample was taken from the four sate run universities of Jammu and Kashmir to address the problems pertaining to higher education system. However, the history of constitutionalism incited a new thinking generally and its impact on several countries in particular. Moreover, the attainment of competitive advantage by any institution is linked to its interrelation between employees and employers, colleagues and bosses at work.
This document summarizes a study examining the relationships between employee satisfaction, service quality, customer satisfaction, and customer intention to repurchase in the context of department stores in Malang, Indonesia. The study aims to determine if service quality and customer satisfaction mediate the effect of employee satisfaction on customer repurchase intentions. It reviews relevant literature on consumer behavior, satisfaction, service quality, job satisfaction, and emotional contagion. The study developed hypotheses that employee satisfaction will positively affect repurchase intentions through its effects on service quality and customer satisfaction. The methodology involved surveying employees and customers at Matahari Department Store outlets.
Job satisfaction of employees of public and private organizations in BangladeshPremier Publishers
This study examined the level of job satisfaction among the employees ofprivate and public organizations in Bangladesh. Data have been collected randomly from 40employees of Gaibandha District in Bangladesh through a structured questionnairein January to February, 2010. Among the respondents 50% is government employee while 50% is non-government employee. Brayfield and Rothe (1951) method was used to determine the job satisfaction of the employees. Likert scale was used for measuring the attitude of the employees on their job. This research revealed that there was no significant difference between the job satisfaction of government and non-government employees. The study suggests that an effective policy on recruitment, job security, service rules, promotional opportunities, regular payments, retirements’ benefits should be made by the government to improve the job satisfaction and attitude of employees in both government and non-government employees.
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This is extra information from the course syllabus for you to know.
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Here is the first one that you helped me with…. See Week 5 Attachment
Simple Linear, Multiple, Or Logistic Correlation/Regression Proposal
This written assignment is based on the work conducted in the “Correlation and Regression” discussion forum. Based on this initial work, feedback received, and additional research, students should submit a basic research proposal that calls for the use of a simple linear, multiple, or logistic correlation/regression.
The paper should be APA formatted as a research proposal, and contain approximately 990-1320 words of content. Include a title page, and a reference page that includes any resources utilized.
Please include the following in the research proposal:
1. Introduction (1-2 paragraphs)
· Present the research question of interest.
· Explain how the chosen statistical test applies to this research question.
· Provide the statistical notation and written explanations for the null and alternative hypotheses.
2. Methods (1 paragraph)
· Participants
· List how many participants will be selected.
· Identify who will be the participants and their major demographic characteristics (e.g., sex, age, etc.).
· Explain how participants will be selected for the study.
3. Procedures (1-2 paragraphs)
· Identify the variables in the study.
· Describe each variable’s scale of measurement (nominal, ordinal, interval, or ratio) and characteristics (i.e., discrete vs. continuous, qualitative vs. categorical, etc.).
· Provide an operational definition for each variable, explaining how the variables will be measured.
4. Results (2-3 paragraphs)
· Describe the statistical test that will be conducted. Be sure to include why the test was chosen and why it is appropriate for this study. Include in the discussion the necessary assumptions that should be met for the chosen test and how these will be addressed.
· Identify the information that will be obtained from the results of this test and what will be needed to draw conclusions regarding the hypotheses. Be sure to include a discussion of applicable critical and calculated values, p levels, confidence intervals, effect sizes, post-hoc tests, and/or tables.
Discussion (1 paragraph)
· Identify any expected biases, assumptions, or faults with the proposed study and the use of the identified statistical test.
· Explain what conclusions can and cannot be made for this study, and using this statistical test.
· Describe the practical significance or importance of the results.
1
Running head: Simple Linear Correlation
7
Simple Linear Correlation Statistical Test:
Employee Empowerment & Service Quality
Introduction
This research proposal will seek to answer the research question that states, “What is the effect of employee empowerment on service quality in an organization?”. This is a question of interest as many organiz ...
INFLUENCE OF ORGANIZATIONAL PRACTICES ON EMPLOYEE WELL-BEINGindexPub
The well-being of employees in the workplace is an important issue. Employee well-being should occupy a very important place in institutional research. The research attempts to understand the influence of influence of organizational practices on employee well-being. Simple random sampling technique was used for primary data collection. Data was collected from 50 BHEL employees from Trichy. Data analysis was done through path analysis.
Personal demographical factors and their influence on customer satisfaction f...Alexander Decker
This document examines the relationship between personal demographic factors (age, sex, income level, educational level, marital status) and customer satisfaction among customers of private commercial banks in Jaffna district, Sri Lanka. A questionnaire was administered to 194 bank customers. The study found no significant differences in customer satisfaction based on gender or marital status. However, there were significant differences found among age, income level, and education level on customer satisfaction. Specifically, older, higher income, and more educated customers reported higher levels of satisfaction than younger, lower income, and less educated customers.
This document summarizes several studies on employee satisfaction and related concepts. It discusses factors that influence employee satisfaction such as job security, compensation, benefits, promotion opportunities, and work environment. It also examines the relationship between employee satisfaction and outcomes like motivation, performance and loyalty. Several models and frameworks for understanding job satisfaction are reviewed. Measures of job satisfaction, such as the Job Descriptive Index and Minnesota Satisfaction Questionnaire, are also summarized.
A Study Of The Effect Of Organization, Employees Opinion, Experience And Comm...IOSR Journals
Employees form the basis and foundation for the growth of the organization just like a seed giving
rise to a huge tree bearing fruits and vegetables. The employees promote the growth of an organization to
produce useful products beneficial to mankind and the country. Employee satisfaction is defined as “a function
of perceived performance and expectations”. The reasons such as high stress, lack of communication within the
company, recognition, good working conditions or limited growth opportunities force the employees to resign.
My study is focussed on determining the effect of some of the above stated reasons on the employees in order to
achieve maximum career success. To assess the degree of Employee Satisfaction, Questionnaires were
administered to the employees in the real estate company taking a random of seventy employees for the study
and the research methodology to be used for analysis of the study was descriptive and inferential statistics. The
validity of the questionnaire was tested, using the Cronbach Reliability Calculator software. Further, the
influences of demographics such as gender, age, educational qualification, designation and years of experience on their opinions were examined by Chi-Square Test and the effect of the Constructs on Employee Satisfaction were determined by Regression Analysis.
This document discusses employee satisfaction and engagement in the context of the telecom industry in Bangladesh. It begins with introductions and definitions of employee satisfaction and engagement. It describes the objectives of studying these topics as providing an overview of the telecom industry and identifying factors that motivate employees. The methodology section describes using questionnaires and SPSS software to analyze data collected from telecom companies. Hypotheses are presented regarding factors that influence satisfaction and engagement. The literature review discusses previous research on satisfaction, engagement, and their importance for organizational success.
A STUDY OF EMPLOYEES JOB SATISFACTION AND ITS IMPACT ON THEIR PERFORMANCEJennifer Daniel
This document summarizes a study on the relationship between employee job satisfaction and performance. It first defines job satisfaction and outlines its importance for both employees and organizations. It then reviews literature on factors that influence job satisfaction, such as compensation, job security, working conditions, relationships with supervisors, promotion opportunities, and personal variables. The study aims to identify factors that affect job satisfaction and its impact on employee performance. Job satisfaction is found to positively correlate with productivity, customer satisfaction, and negatively correlate with absenteeism and turnover. The document concludes by providing recommendations for improving job satisfaction, such as clear communication, employee training, empowerment, fair compensation, and career development opportunities.
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Cơ sở lý...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
Sự hài lòng của khách hàng là một chủ đề phổ biến trong thực hành tiếp thị và nghiên cứu học thuật từ nghiên cứu ban đầu của Cardozo (1965) về nỗ lực, sự mong đợi và sự hài lòng của khách hàng.
Giese và Cote, 2000 - Tiếp tục nghiên cứu và có nhiều nỗ lực để đo lường và giải thích sự hài lòng của khách hàng, nhưng vẫn chưa nhận được nhiều sự đồng thuận về định nghĩa của nó.
Gundersen, Heide và Olsson, 1996 - Sự hài lòng của khách hàng thường được định nghĩa là một tiêu chuẩn đánh giá tiêu thụ bài viết liên quan đến một sản phẩm hoặc dịch vụ cụ thể.
Oliver, 1980 - Đây là kết quả của quá trình đánh giá tương phản với kỳ vọng mua trước với nhận thức về hiệu suất trong và sau trải nghiệm tiêu thụ (Oliver, 1980).v.v...
Để có được lý thuyết và mô hình chuẩn ứng dụng như hôm nay, đã trải qua rất nhiều thử nghiệp, nghiên cứu trên thế giới.
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This document summarizes a research study that examined the relationships between individual characteristics, group strength, emotional exhaustion, organizational citizenship behavior, job satisfaction, and service sabotage among restaurant employees in Bekasi City, West Java, Indonesia. The study used a quantitative research design and surveyed 107 restaurant employees. Statistical analysis using GSCA software found that acts of sabotage were not related to individual characteristics or group strength. However, service sabotage was related to employee job dissatisfaction and levels of organizational citizenship behavior. Specifically, employees with higher job satisfaction and who exhibited more organizational citizenship behaviors were less likely to engage in service sabotage. Emotional exhaustion was also found to influence job satisfaction and sabotage, such that employees with more stable emotions had
A study on job satisfaction focus on bankers of bangladeshAlexander Decker
This document discusses a study on job satisfaction among bankers in Bangladesh. It aims to identify the key variables that influence bankers' level of job satisfaction and their relative importance. A questionnaire was developed based on literature reviewing intrinsic and extrinsic variables of job satisfaction. It was distributed to bankers using a 5-point Likert scale. The study developed 8 hypotheses about factors potentially influencing job satisfaction, including pay, decision making/communication, supervisor behavior, job nature, working conditions, management policy, recognition/promotion, and job status/security. The literature review discusses several definitions of job satisfaction from previous research.
An Empirical Study on relationship among Quality of work life and its factorsIOSR Journals
QWL is a very important concept of favorable situation in a working environment. QWL helps the management and employees by facilitating training opportunities, job satisfaction and working condition. A satisfied employee is one who has a career growth along with the organization growth. Sample of 826 respondents were collected from IT industry. The factor analysis was applied to find out the underlying variance among the variables. the results of exploratory factor analysis confirmed that the measurement scales used in this study satisfactorily met the standards of validity and reliability analyses. This study used empirical research methods to explore the correlation between QWL factors. That provided a new way of thinking and measures how to improve the QWL of IT professionals and the organization Performance. Conclusion of this study is elaborated.
Effect of Employee Satisfaction on Intrapreneurship: An Analysis from Service...Muhammad Arslan
This paper seeks to investigate the relationship between employee satisfaction and intrapreneurship in the service
industry of Pakistan. In the competitive global environment, innovativeness in the products and services along
with new technology advancements is key for the success of firms. In existing firms, the new idea generation and
new business expansions in existing markets is a very crucial element. For achieving this objective,
organizations rely upon their employees because the intrapreneurs are employees of the firm. Employee plays an
important role in entrepreneurial activities. For getting the best out of the employees employee satisfaction with
the job is a crucial element which may depend on several factors. Organizational characteristics ,values and
employee related factors can lead an organization toward internal advancements like technology development,
generation of ideas or self-renewal process and innovativeness in products/services and new business expansions
that all will ultimately lead organization toward the more productivity and firm growth and business
development. Survey based study has been done and the data has been collected through a survey Questionnaire.
Sample of the study is 150 employees from the service sector of Pakistan. To check the relationship between the
variables the multiple response method has been used. With the help of statistical software SPSS cross tabs
tables has been generated. The findings of study reveal that role clarity and role conflict among the employees or
the relationship between the employees along with remuneration, general satisfaction with the work and job
stability of the employee decide about the employee satisfaction. Employee satisfaction has a positive
relationship with the intrapreneurship.
Most public hospitals have been facing the shortage and migration of doctors in the health market in
the context of global integration and the development of the private economic sector in Vietnam. The public
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that must be linked to organizational performance is a challenge for policy makers and hospital managers. This
study uses 246 doctor survey data and applies a Linear Structural Model in the analysis
A Study on Employees Job Satisfaction at Borax India Ltd Companyijtsrd
Job satisfaction is to find the level of job satisfaction. It ultimately decides the extent of employ motivation through the development of organizational climate or environment satisfaction is specific subset of attitudes held by organizational members. It is the attitude one has towards his or her job. Stated another way, it is one's effective response to the job. Job satisfaction in a narrow sense means attitudes related to the job. It is concerned with such specific factors has salaries , supervisory action, steadiness of employment, conditions of work, and relationship between employees and employers prompt settlement of grievances, fair treatment of employer and other similar items. Job satisfaction is related to different Socio economic and personal factors, such as age, gender, safety and comfort, working Environment, education, duration of work etc. The present paper will highlight different factors affecting job satisfaction in borax Indian ltd company. Indumathi. T | Govind Urmila | Srimathi. V "A Study on Employees Job Satisfaction at Borax India Ltd Company" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29215.pdf Paper URL: https://www.ijtsrd.com/management/hrm-and-retail-business/29215/a-study-on-employees-job-satisfaction-at-borax-india-ltd-company/indumathi-t
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A workshop hosted by the South African Journal of Science aimed at postgraduate students and early career researchers with little or no experience in writing and publishing journal articles.
Employee Satisfaction and Service Quality: Is There Relations?
1. Dorothea Wahyu Ariani
International Journal of Business Research and Management (IJBRM), Volume (6) : Issue (3) : 2015 33
Employee Satisfaction and Service Quality: Is There Relations?
Dorothea Wahyu Ariani ariani1338@gmail.com
Dept. of Management, Economics Faculty
Maranatha Christian University
Jl. Prof. Drg. Suria Sumantri No. 65
Bandung, Indonesia – 40164
Abstract
Studies on the relationship between employee job satisfaction and performance have
controversy. The Howthorne Studies conducted in 1930 was conducted to test the effect of job
attitudes on performance. In the study it was found that a happy employee is a productive
employee (Saari & Judge, 2004). Although many previous studies and support from the Social
Exchange Theory states that employee job satisfaction affects the service quality, but the impact
of employee job satisfaction on service quality can not be detected. This research was conducted
in three private hospitals in Central Java with a self-assessment by 134 employees who assess
employee job satisfaction and customer-assessment by 134 customers who assess the service
quality it receives as a measure of the performance of a service company. The relationship
between two variables is discussed.
Keywords: Employee Job Satisfaction, Service Quality, Private Hospital.
1. INTRODUCTION
A strong relationship between employee satisfaction and customer satisfaction with the service
quality is considered very important for managerial strategy that focuses on a comprehensive
approach to manage service quality. The literature on service quality suggests a link between
employee satisfaction and customer satisfaction (Schneider & Bowen, 1993; Hartline, Maxham, &
McKee, 2000; Loveman, 1998; Schlesinger & Zernitsky, 1991). The relationship between
employee satisfaction and service quality will be stronger in business activities based on the
activity of individual employees who serve customers directly. In other words, the relationship
between employee satisfaction and service quality will be stronger in service firms than
manufacturing firms.
In a service company, employee satisfaction, customer satisfaction and service quality are the
three things that are very important (Lam, Zhang, & Baum, 2001). The previous researchers
found a positive relationship between employee satisfaction and customer satisfaction (Koys,
2003; Wagenheim, Evanchitzky, & Wonderlich, 2007). One of the antecedents of customer
satisfaction is employee satisfaction (Wagenheim, et al., 2007; Yee, Yeung, & Cheng, 2008).
Implicit assumption underlying the relationship between customer satisfaction and employee
satisfaction is an increase in employee satisfaction will lead to increased customer satisfaction
due to better service quality. Most of the previous research supports a positive relationship
between employee satisfaction and customer satisfaction (Schlesinger & Zernitsky, 1991;
Schlesinger & Heskett, 1991; Schneider & Bowen, 1985; Yee et al., 2008). Therefore, positive
changes in employee attitudes will drive positive change on customer satisfaction.
The relationship between employee satisfaction and work behavior are disclosed in Howthorne
Studies. Nevertheless, with the passage of time, the findings in the study are defined and difficult
to be verified. Many studies conducted in the operational management found or examined the
relationship between service quality, customer satisfaction, and business performance (Heim &
Sinha, 2001; Balasubramanian, Konana, & Menon, 2003; Nagar & Rajan, 2005). However,
2. Dorothea Wahyu Ariani
International Journal of Business Research and Management (IJBRM), Volume (6) : Issue (3) : 2015 34
research on the impact of employee satisfaction on the operational performance is rarely done.
Only a few studies examine the relationship between employee satisfaction and service quality of
service (Hartline et al., 2000; Singh & Sirdeshmukh, 2000). Although Voss, Tsikriktsis, Funk,
Yarrow, and Owen (2005) have developed an empirical model of the impact of employee
satisfaction on service quality and customer satisfaction, but empirical research on it is still rarely
done.
Studies conducted by Loveman (1998) on the banking sector do not provide empirical support for
the positive impact of employee satisfaction on customer satisfaction. Homburg and Stock (2004)
found that there are no studies that examine the factors that affect the strength of the relationship
between employee satisfaction and customer satisfaction. Empirical evidence on the matter is
also less consistent. Employee satisfaction can influence customer satisfaction directly or
mediated by variables related to employee behavior (Homburg & Stock, 2004).
Previous researchers found an association between employee satisfaction and customer
satisfaction. However, Schmit and Allscheid (1995) found that the relationship between employee
satisfaction and customer satisfaction are still in need of conceptual and empirical evidence. A
positive relationship between employee satisfaction and customer satisfaction has been widely
demonstrated. However, studies that are based on theory and empirical analysis of the
relationship are still rarely done (Homburg & Stock, 2004). Based on a variety of exposure in
previous studies, this study will review the relevant literature and develop a conceptual model of
the relationship between employee satisfaction and service quality, and to develop relevant
hypotheses. Then, this study also describes the methodology followed by the findings from
empirical studies are used to test the research hypothesis. In the end, this article will discuss the
results of research both theoretically and empirically, the limitations of the study, and practical
implications for researchers and managers.
2. LITERATURE REVIEW AND HYPOTHESIS DEVELOPMENT
2.1. Employee Satisfaction
Spector stated that employee satisfaction is employee satisfaction on the job or the extent to
which state employees like his job (Sharma & Mani, 2013). Employee satisfaction indicates
feelings of employees towards the work. Employee satisfaction is also defined as an overall
evaluation of the work for the company. Employee satisfaction can be viewed as a machine that
brings a change in the internal environment in the employee's performance and service quality
required in the repair and improvement services to customers. Employee satisfaction is an
important thing but never fulfilled at any time and is very difficult to calculate the employee
satisfaction. Organizations prefer to measure something that is easily measured because it is
quantitative, such as financial performance and productivity.
Employee satisfaction in service organizations achieved in the internal satisfaction. Bulgarella
states that employees who are satisfied are employees who are motivated to convey his concern
for others (Paul, 2013). Satisfied employees are employees who can be empowered. In other
words, employees who are satisfied will have the resources and the responsibility to understand
and meet the customer's demands and needs. Employees who are satisfied assessed as having
emotional resources sufficient to show empathy, understanding, respect, and attention to the
customer.
Employee job satisfaction is an important and an attractive factor in the research, particularly
related to resource management human. Kusku (2003) stated that employee satisfaction is
important to achieving quality and accountability of the organization. Employees will be more
productive if they are satisfied with the work and the environment in which employees work and
can improve the quality of the organization. Trivellas and Dargenidou’s (2009) research results
showed that employee job satisfaction caused by human relations and job enrichment, as well as
the work environment that is positively related to the quality of administration. These employees
3. Dorothea Wahyu Ariani
International Journal of Business Research and Management (IJBRM), Volume (6) : Issue (3) : 2015 35
not only deliver and create services, but also become part of the service, so that employee
satisfaction will improve the service quality.
2.2. Service Quality and Customer Satisfaction
Services quality covers quality processes and quality output. Service quality is quality during the
process that is acceptable to consumers. The output quality is the quality perceived by the
customer after the service is received. If the customer service received is equal to the expected,
the service quality is quite good. On the other hand, if the services received worse than expected,
then the service quality is also considered bad. In other words, if the service quality can be met,
the service is said to be satisfactory. Customers satisfied with the services received.
Customer satisfaction is a function of the service quality that is perceived and valued by
customers. Customer satisfaction is the perception or judgment made by customers for services it
receives. The customer satisfaction definition is various. There is a diverge definition between
one customer and other customers. In other words, there is no one definition of the same
regarding customer satisfaction. Definition of customer satisfaction is very complex, therefore,
research on customer satisfaction should be continuously carried out. Definition of customer
satisfaction is most often used by researchers is the success or failure of a business to meet
customer expectations.
Service quality is a concept that drives interest and debate in the research literature because it is
difficult in the definition and measurement with no consensus. There are a number of different
definitions of service quality. First, the service quality is a service that can meet the needs or
expectations of the customer (Dotchin & Oakland, 1994; Lewis & Mitchell, 1990). Secondly, the
service quality can also be defined as the difference between customer expectations of the
service and the service is perceived or received by the customer (Parasuraman, Zeithaml, &
Berry, 1985).
Assessment of service quality performed during the service delivery process which usually
requires the presence of a relationship between the customers and employees who provide
services. Results of research conducted by Priyathanalai and Moenjohn (2012) showed a positive
and significant relationship between employee satisfaction and service quality. Schlesinger and
Zornitsky (1991) also examine job satisfaction and service quality and found that employee
perceptions of job satisfaction and the ability to serve has a positive relationship with perceptions
of the service quality. In his observations, Bitner (1990) found that low job satisfaction can reduce
the performance of services. This suggests a significant correlation between job satisfaction and
employee performance.
2.3. Relationship Quality of Service and Employee Satisfaction
Quality Management mentioned in the literature that customer satisfaction is a key to employee
satisfaction. Employees are said to be associated significantly satisfied with the service quality
and customer satisfaction. Satisfied employees are more productive, innovative, and loyal, so the
impact on customer satisfaction. Employees who are satisfied will be able to play the role of a
strong core in achieving excellence and organizational effectiveness. Effect of employee
satisfaction on service quality and customer satisfaction has also been widely discussed in the
literature and marketing practice lately (Spiro & Weitz, 1990). Employees who are dissatisfied or
unhappy would not be able to provide excellent service to the customer (Sclesinger & Zornitskly,
1991; Brief & Motowidlo, 1986; Brown & Lam, 2008). In the Operations Management literature,
the significance of the attitude of the employees in the organization such as satisfaction,
commitment, and loyalty, and how these attitudes affect the performance of the organization are
rarely presented in depth (Boudreau, 2004; Boudreau, Hopp, McClain, & Thomas, 2003). How
human resources can affect the operations of the organization is a study that is rarely done.
The influence of customer satisfaction on employee satisfaction is supported by Social Exchange
Theory (Konovsky & Pugh, 1994) and the Psychological Contract Theory (Robinson & Morrison,
1995). The essence of both theories is the norm of reciprocity. Satisfied customers will feel
4. Dorothea Wahyu Ariani
International Journal of Business Research and Management (IJBRM), Volume (6) : Issue (3) : 2015 36
engage and cooperate with people who have satisfying or beneficial for him (Bateman & Organ,
1993). Beaty and Lee (1996) stated that customers who develop relations with employees will
allow the employee to give attention to the customer. In other words, positive reinforcement of
customers will increase customer satisfaction on the employees who have served.
The researchers argue that employee satisfaction will improve the services quality that are based
on similarity or justice in the Social Exchange Theory. Although there are different views in the
Social Exchange Theory, experts agree that social exchange involves a series of interactions that
make up the responsibilities (Cropanzano & Mitchell, 2005). In Social Exchange Theory, if the
employee offers a comfortable working conditions that can make employees feel satisfied, there
will be a tendency to make the extra effort for the organization as a way to repay the kindness
they have received (Wayne, Shore, & Linden, 1997; Flynn 2005). Therefore, the researchers
suggested that employees who are satisfied will have a commitment to serve customers better
(Loveman, 1998; Silvestro and Cross, 2000; Yoon & Suh, 2003).
A lot of research tried for finding the relationship between human resources and service quality.
The research results of Malhotra and Mukherjee (2004) stated that, research on the relationship
between human resources and service quality remains to be done. Xu and Goedegebuure (2011)
suggested a positive relationship between employee satisfaction and customer satisfaction. The
same thing has also been tested by Hartline and Ferrell (1996) and Schneider and Bowen (1985).
Several studies have shown the character and strength of the relationship between employee
satisfaction and customer satisfaction (Schlesinger & Zortisky, 1991; Schlesinger & Heskett,
1991). Heskett explained that the relationship between employee satisfaction and customer
satisfaction is an analogous to a mirror satisfaction (Singh, 2000). Business success is the result
of employee satisfaction that will be reflected or followed by customer satisfaction.
Besides positively related, employee satisfaction will lead to customer satisfaction. Employees
who are satisfied will deliver a good service. Therefore, the employee would make satisfied
customers also feel satisfied (Schlesinger & Zornitsky, 1991). Bolton and Drew (1991) stated that
job satisfaction can directly affect customers' perception of service quality. In other words, job
satisfaction has a positive impact on the quality of service which will affect customer satisfaction.
Oh and Yoon (2011) also found that job satisfaction of employees in the service sector has a
significant influence on the quality of service and concluded that job satisfaction also affects
customer satisfaction.
Besides positively related, employee satisfaction will lead to customer satisfaction. Employees
who are satisfied will deliver a good service. Therefore, the employee would make satisfied
customers also feel satisfied (Schlesinger & Zornitsky, 1991). Bolton and Drew (1991) stated that
job satisfaction can directly affect customers' perception of service quality. In other words, job
satisfaction has a positive impact on the service quality which will affect customer satisfaction. Oh
and Yoon (2011) also found that job satisfaction of employees in the service sector has a
significant influence on the service quality and concluded that job satisfaction also affects
customer satisfaction.
Meanwhile, Zeithaml and Bitner found the existence mutual influence (reciprocal effect) between
employee satisfaction and customer satisfaction (Paul, 2013). Employees who are satisfied will
try to satisfy the customer. Furthermore, customer satisfaction will strengthen employee
satisfaction on the job. The relationship between employee satisfaction and customer satisfaction
shows that employee satisfaction will increase when customers appreciate her efforts and
employee’s service. This suggests the need for feedback from customers for the services is
received. The feedback can be either positive (appreciation) or negative (complaints) against the
employee. In other words, the relationship between customer satisfaction and employee
satisfaction are complex.
Customer management is a very important issue for the organization. This is due to the majority
of companies trying to achieve market dominance to win the competition. In fact, many
5. Dorothea Wahyu Ariani
International Journal of Business Research and Management (IJBRM), Volume (6) : Issue (3) : 2015 37
companies strengthen their competitive ability with customer-oriented strategy and performance-
based management. Efforts for improving customer satisfaction is important for organizations,
especially service organizations. Much research has been done on the relationship between
employee satisfaction and customer satisfaction. However, the researchers still feel a lack of
conceptual and empirical support regarding their relationship. Several other researchers stated
that employee job satisfaction is influenced by the work climate caused by the customer. In a
meta-analysis, Mathieu and Zajac (1990) concluded that employee satisfaction has little direct
impact on business performance. Many researchers have tested the correlation between
employee satisfaction and work behavior of individuals such as labor turnover, absenteeism,
delays, use of illegal drugs, and sabotage. However, the relationship between employee job
satisfaction and operational performance such as service quality is less explicitly and accurately
studied empirically. Based on a variety of such exposure, the hypothesis of this study is there is
an absence of a significant direct relationship between employee satisfaction and service quality.
2.4. Self-Assessment and Rating Customer
This study has two objectives. First, this study replicates the results of research that has been
done before. I would like to confirm the relationship between employee perceptions of job
satisfaction and practice relating to customer perception of the service quality that is received.
This study did not test hypotheses about the relationship between employee perceptions of the
practices of human resource management and customer perception of service quality. The
second purpose of the study was based on the belief that a positive work experience for
employees will be reflected in a positive experience for the customer. Therefore, this study uses
employee surveys and customer surveys. It is based on the consideration that the service
organization, especially high contact service, employees are people who deal directly with
customers. Employees are the people who need to know of how they respond to the wants,
needs, and expectations, and they are very important people.
The use of two raters aims to overcome the bias problem that occurs when using only one source
of assessment, the achievement of the perception of fairness, and acceptance of the results of
the performance appraisal. According to Harris and Schaubroeck (1988), the advantages of
multiple raters including increased ability to observe and measure a variety of jobs, improve
reliability, fairness, and acceptance of the assessed, and improve defensibility of performance
assessment. At first, the feedback system from a variety of sources is used for the purpose of
development (London & Smither, 1995) and shifted for administrative purposes. The trend toward
administrative based on the assumption that the system can provide a better quality of
information and provide more complete information than that obtained by a single source
(Greguras, Robie, Schleicher, & Goff III, 2003). Furthermore, there is a theory proposed by Taft
on interpersonal judgment which states that the accuracy of the assessment by one person
against another person determined by the assessor motivation to evaluate accurately, the
existence of norms or standards to evaluate precisely, and the capability for evaluating an
assessment (Decotiis & Petit, 1978).
According Schnake (1991), there are differences between the appraisal due to differences in the
interaction of personal, organizational culture, level of task dependency, management style, job
characteristics, and various other contextual factors. This study examined the relationship
between attributes of employees that employee job satisfaction is assessed by the employees
with self-assessment and the performance of the organization or company in the form of service
quality that is assessed by the customer (customer-assessment).
3. RESEARCH METHODS
3.1. Samples and Procedures
This study was done using a questionnaire distributed to collect individual data on respondents.
The timing of the surveys carried out around about four months. The sample consisted of 134
customers (with a response rate of 67%) of 200 customers who are patients or families of
patients and 134 employees (response rate 90%) of 150 employees working in a private hospital
6. Dorothea Wahyu Ariani
International Journal of Business Research and Management (IJBRM), Volume (6) : Issue (3) : 2015 38
in located in Central Java Province. The respondents received a survey using pen and paper.
Respondents were assured anonymity of answers to the questionnaire that they have given and
respondents completed the survey during working hours.
This study also uses a self-assessment and the assessment of others (others-assessment). Clear
self-assessment is appropriate to employee job satisfaction variables. The patient or the patient's
family assesses the service quality that is received. Employee indeed is a most appropriate
respondent to self-report in job satisfaction (Conway & Lance, 2010). Method variance is usually
assumed to increase the correlation, but the general situation of considerable research, the
method will actually weaken the correlation variance compared to the situation without method
variance.
3.2. Measurement
Instrument or measuring instrument is designed to study the individual level of analysis units.
Each respondent in the study were asked to complete a questionnaire according to their shares.
Patients completed questionnaires five types of service quality, which is an assessment of the
physical hospital’s facilities, service reliability, fast response in dealing with patients, service
assurance, and hospital care for patients. Questionnaires five dimensions of service quality and
employee job satisfaction questionnaire taken from Beamount (2012) were adapted to the needs
of the hospital.
3.3. Descriptive Statistics, Validity, Reliability and Inter Scale Correlation
This study used a questionnaire developed by previous researcher translated from English, then
translated back into the original language. It is intended for translation consistency. Corrected
Item-Total Correlation was conducted to test the validity of the measuring instrument. Based on
testing the validity of using the corrected item-total correlation, then there are 6 items of physical
hospital’s facilities, 5 items of service reliability, 3 items of fast response in providing the services,
6 items of assurance services, 4 items of attention on the patient, and 12 items of employee
satisfaction are valid. To assess the reliability of items measuring all variables, internal
consistency checks with Tho Cronbach Alpha is performed. The Cronbach Alpha of the test
resulted in a record 0.8388 for the hospital physical evidence, 0.8262 for reliability services,
0.6717 for fast response in providing the service, 0.6350 for guarantee service, and 0.7814 for
the attention of the patient, as well as 0.6743 for employee satisfaction far above the reliability
limit as recommended by Hair, Black, Babin, Anderson, & Tatham (2006) of 0.6. Content validity
of the instrument used to assess the measurements made at the stage of pre-tested by asking
the expert opinions of two professors from college and has specialized in quantitative research in
terms of methodology and discipline of organizational behavior. The scale is then performed
Randomaized Pretest on all respondents as suggested by Sekaran and Bougie (2010).
Based on theoretical and empirical estimation, the bivariate correlation between two dimensions
of service quality is positive, while the bivariate correlation between each dimension of service
quality and employee satisfaction was not significant. In other words, there is no correlation
between quality of service and employee satisfaction in cases in three hospitals in Central Java
Province. Standard deviation calculation results, the reliability scale, and the correlation between
among all variables presented in Table 1.
Mean SD α 1 2 3 4 5 6
Bukti Fisik 2,8271 0,4074 0,8388 1,000
Kehandalan 2,8209 0,4128 0,8262 0,501** 1,000
Cepat Tanggap 2,7687 0,4683 0,6717 0,284** 0,642** 1,000
Jaminan 2,8035 0,3301 0,6350 0,573** 0,624** 0,514** 1,000
Perhatian 2,7183 0,5161 0,7814 0,424** 0,651** 0,662** 0,796** 1,000
Kepuasan 2,6119 0,3264 0,6743 0,093 -0,040 -0,107 0,063 -0,086 1.000
Notes: correlation is significant at the 0.01 level (2-tailed)
TABLE 1: Mean, Standard Deviartion, and Correlation among Research Variables.
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International Journal of Business Research and Management (IJBRM), Volume (6) : Issue (3) : 2015 39
Based on Table 1, the correlation between employee satisfaction and each dimension of service
quality is not significant. This means that employee satisfaction is not related to quality of service.
It is also reinforced by the correlation between employee satisfaction and all of quality service
dimensions are also not significant. (r = -0.030).
4. RESULTS AND DISCUSSION
Many companies are enthusiastic in applying centered approach operations and perform a variety
of effective ways to improve organizational efficiency. This has an impact on the management of
human resources in the operating system. The importance of employee attitudes such as job
satisfaction, employee loyalty, and organizational commitment, as well as its impact on
operational performance is often ignored in the literature operational management (Boudreau,
2004). On the other hand, the issue of management of human resources in science is much
discussed Organizational Behavior and Organizational Psychology for decades. In fact, the
interest of researchers and practitioners of Organizational Behavior and Human Resources
Management are rooted in the understanding or premise that the employee attributes are
important for the effectiveness of the organization.
Operations Management and Human Resource Management seems to indicate the separation in
terms of discussion of these issues in a long time, despite the fact that there is a correlation
between the two (Boudreau et al., 2003). Study about the impact of employee attributes on the
actual operational activities is important for service industries for personal service employees
interact with customers. Since a long time, research on the attributes of the employee and the
employee's performance has been the domain of Organizational Psychology, Operations
Management instead. However, operational managers have greater involvement in the
management of services. Therefore, the attributes of employees is an important factor for
operational efficiency.
The results of this study differ from previous studies that examined the relationship between
employee job satisfaction and service quality. Many previous studies have shown that the
organization is not likely to improve service quality, organizational performance, and productivity
before the achievement of internal customer satisfaction or which in this case is employee
satisfaction. The researchers suggest that service quality is influenced by employee satisfaction
(Hartline & Ferrell, 1996). This means the ability to manage the service quality should be done by
giving attention to job satisfaction. In other words, service quality depends on employee job
satisfaction. This study examined the relationship between service quality and employee
satisfaction. Service quality of is evaluated by the customer, while employee satisfaction using
employee’s self-assessment.
Increasing importance of satisfaction has led researchers to study the phenomenon of
satisfaction from two sides, i.e., employee satisfaction and customer satisfaction. This study has
tried to examine the relationship between employee satisfaction and service quality in the health
care sector in some private hospitals. This study focused on finding the relationship between
employee job satisfaction and service quality using a data link between employee and customer
feedback responses. Based on previous research, there is a positive relationship between the
two variables (Homburg & Stock, 2004), a negative relationship between the two variables
(Silvestro & Cross, 2000), and there was no significant relationship between the two variables
(Brown & Mitchell, 1995). This research result was confirmed to Brown and Mitchell’s (1995)
study.
The influence of contextual and methodological may moderate the relationship between the two
variables that cause the nature of the relationship is different. Understanding the strength and
context dependency relationships can provide insight into the level of employee satisfaction that
will affect customer ratings. How does the influence of the type and number of services will also
be influential in context and design research. The results of analysis of previous researchers
stated that the nature of the relationship between the customer and the employee are different
8. Dorothea Wahyu Ariani
International Journal of Business Research and Management (IJBRM), Volume (6) : Issue (3) : 2015 40
between one service industry and other service industries (e.g., personal and non-personal
services, presence services face to face directly or indirectly, business to business activities or
business to customer) (Brown & Lam, 2008). This will be an underlying condition in which the
customer response will specifically sensitive to employee satisfaction.
According to Lovelock (1993), there are some classification services, namely, personal services
(e.g., medical, fitness) or service encounter and property services (e.g., repair, garage) or
business encounters which have many differences. Personal services require proximity between
the service provider and the customer. There is an interpersonal relationship between service
providers and customers through meetings and affective communication. In a personalized
service, customers can closely observe the process and results of the services. In the
manufacturing company, interaction occurs only in the front office or lobby. It is difficult to
evaluate the results of the ownership of the service performed. In the best personal service,
customer service performance may be perceived as technical competence and pleasant service.
As a result, service providers have a greater opportunity to differentiate itself through the services
quality in service industries. It can be said that the relationship of employee satisfaction and
service quality will be stronger in service industries than in manufacturing industries. A number of
services found that relationship between job satisfaction and performance in the service quality
will be stronger at the organizational level rather than at the individual level (Ostroff & Harrison,
1992 ; Gully, Dennie, & Whitney, 1995; Judge, Thoresen, Bono, & Patton 2001).
5. CONCLUSIONS
The results of this study indicate that there is no relationship between employee job satisfaction
and quality of service. This research supports previous research that suggests that the
relationship between the two variables is not consistent. In various concepts stated that the two
variables are related, but the effects are reciprocal. Defining the service quality is difficult and
contributes to the lack of consistency in research on service quality. The same thing also
happened on employee job satisfaction is multidimensional.
This study uses two assessors, the self-assessment is used by the employee in assessing
satisfaction of work, while customer assessments used in assessing the service quality that is
received. Research excellence that uses more than one assessor is eliminating the presence of
common variance caused by an assessor who must assess more than one variable research
(Conway & Lance, 2010).
Finally, this study also showed some weaknesses. This study was only conducted in three
hospitals in Central Java Province. Therefore, there may be different results when the same
research study carried out in different places. In addition, the sample size in this study is not too
large, so that an increase in the number of samples may show different or her. This kind of
service will also affect the research results. This research results can be generalized when
executed on multiple types of service industries and in different cities or countries.
Future research should seek to examine the extent to which the present results reproduce more
widely in different cities or countries and in different service industries, such as education or other
public service industries. Future research can also adds other variables such as customer
satisfaction as mediating variables.
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