Measuring job satisfaction of customer-facing employees: scale development and validation in the context of organised retail sector

Abstract

A very short multidimensional scale consisting of 18 items has been developed for measuring the job satisfaction of customer-facing employees, so that its length would not be deterrent for practical applications. Using a sample of 632 customer-facing employees working with organised retail stores in the Delhi-National Capital Region (Delhi-NCR), India, exploratory factor analysis (EFA) has been conducted with a subsample of 200 respondents and confirmatory factor analysis (CFA) has been conducted with a subsample of 432 respondents. A series of EFA and CFA have resulted in 18 items categorised under five factors namely - working conditions; interpersonal relationships with co-workers and supervisor/manager; compensation; career advancement and growth opportunities; and training and development. The stability of the factor structure was assessed by again conducting CFA on a validation sample of 329 respondents. The overall measure has demonstrated construct validity and each of the five subscales has exhibited high internal consistency.