Facets Of Satisfaction Research Articles

Internal Customer Satisfaction In Micro Small And Medium Enterprises (MSME): An Empirical Study

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization which endows it with significant competitive advantage. Internal Customer satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by anumber of authors. This paper explores the various facets of employee satisfaction in MSMSE's of Varanasi.

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

Not so dissatisfied after all? The impact of union coverage on job satisfaction

The links between unionization and job satisfaction remain controversial. In keeping with the existing literature we find statistically significant negative correlations between unionization and overall job satisfaction. However, failure to account for fixed unobservable differences between covered and uncovered employees leads to a systematic underestimate of the effects of coverage on both overall job satisfaction and satisfaction facets for both union members and non-members. Once one accounts for these differences between covered and uncovered employees, union coverage is positively and significantly associated with satisfaction with pay and hours of work. Examination of the pay satisfaction effect indicates this is apparent for employees who attain coverage in the same job and for those who become covered when switching employers, but the effect is not apparent for job switchers who remain with the same employer. Furthermore, the ‘new’ coverage effect on pay satisfaction dissipates over time.

When teaching and volunteering go together: exploring participation characteristics and demographic backgrounds of senior volunteer teachers and their teaching satisfaction

Senior volunteer teachers play important roles in learning programmes for the elderly. These volunteers’ level of teaching satisfaction was assumed to influence programmes, their organizational behaviours and outcomes. However, scant research has focused specifically on volunteers’ levels of satisfaction with teaching and how their satisfaction is influenced by participation characteristics and their demographic backgrounds. This initial study conducted in Hong Kong attempts to examine this topic. Data from 236 samples from 56 units across the territory were utilized in this study. The results showed that the overall level of teaching satisfaction among senior volunteer teachers was quite high. Senior volunteer teachers with longer teaching experience and teachers with longer service felt satisfied in many areas of teaching. Teachers who taught a greater number of subjects experienced less satisfaction. A ‘u-shaped’ trend of satisfaction correlated with the number of classes taught; senior volunteer teachers teaching 1–2 classes and volunteers teaching 6 or more classes exhibited higher satisfaction levels in various areas. The number of average teaching hours per week could simultaneously facilitate and hinder different facets of satisfaction. Female teachers experienced higher levels of ‘Recognition’ than male counterparts. Older senior volunteer teachers were quite satisfied in the areas of ‘Working Conditions’ and ‘Authority’. Findings of multiple regression were discussed.

Life satisfaction and problematic Internet use: Evidence for gender specific effects

The present study investigates, using a large sample (N=4852 participants; 51.71% males), how problematic Internet use (PIU) relates to general life satisfaction and distinct facets of everyday life such as job, leisure, and health. Data on Internet usage was gathered using a short form of the Young Internet Addiction Test. Life satisfaction was measured with standardized items taken from the socioeconomic panel (Germany). Highly significant associations were observed between PIU and the facets of life satisfaction, health and leisure. Of note, these associations between the mentioned facets of life satisfaction and PIU were significantly higher for females compared to males, although the reported total level of PIU was significantly lower for females. This suggests the presence of different thresholds for males and females with respect to negative effects on well-being due to PIU. The current study underlines the importance of including gender as a critical variable when investigating the association between life satisfaction and PIU.

Children’s section of the Jaffna Public Library: user satisfaction survey

Purpose – This survey research aims to investigate the level of satisfaction among children (up to 14 years) with regard to facilities and services available at the children’s section of the Jaffna Public Library (JPL, Sri Lanka). Design/methodology/approach – A structured questionnaire was distributed among randomly selected members of the children’s section, JPL. Data collected via the structured questionnaire were analysed using SPSS 22.0. In addition to the descriptive analysis, independent samples t-test and f-test were conducted to observe the influence of personal variables on different facets of user satisfaction. Findings – The response rate was 67 per cent. Descriptive analysis showed that the prime purpose of visiting the children’s section (JPL) is reading books and other materials. With regard to frequency of visit, 86 per cent of the respondents visit the library three to four times in a week or at least once a week. Results of the f-test indicated that there is no significant difference among different age groups for overall satisfaction of children’s section facilities and services. Results of the t-test revealed that female children are more satisfied with the library environment compared to males. Further, the level of satisfaction with shelf arrangement, library environment and children’s programmes differed significantly between children studying in the bilingual and the Tamil mediums. Originality/value – This study reports the empirical findings of the user survey carried out at the children’s section of the JPL.

Factors influencing employee job satisfaction in Ghana's hotel industry

ABSTRACTThis study examined factors affecting job satisfaction and also assessed the level of satisfaction of employees working in the hotel industry. The study gathered descriptive data using questionnaires from 190 hotel employees. Factor analysis was employed to extract job satisfaction factors while the standard multiple regression was used to analyze the predictive factors of job satisfaction. The results showed that employees were slightly satisfied with their jobs. The study also identified four main facets of satisfaction, namely pay, supervision, promotion, as well as training and advancement. Of these factors, pay, supervision, and promotion were found to significantly influence job satisfaction. Managerial implications are that hotel managers can overcome employee dissatisfaction by providing employees with competitive pay and also by training supervisors on the use of good communication, among other techniques.

病院薬剤師の職務満足度に関する多施設アンケート調査

Employee job satisfaction is strategically important to hospital organizations. However, current job satisfaction in Japanese hospital pharmacists has not been clarified. To examine the job satisfaction of hospital pharmacists, we conducted a questionnaire survey on 194 hospital pharmacists at eight hospitals in Kitakyushu-Chikuho, Fukuoka district.The job satisfaction instrument, which is structured on 12 job satisfaction facets and global job satisfaction, developed by the American Society of Health-System Pharmacists was used, and each satisfaction item was evaluated using a 5-point Likert scale. A total of 154 responses were used for analysis. As a result, more than half of the hospital pharmacists reported being highly satisfied (defined as score of 4 or 5) in terms of global job satisfaction. In the multiple regression analysis with all of the facet scores as independent variables and global job satisfaction as the dependent variable, the four most important job satisfaction facets associated with global job satisfaction were Management (t-statistic 3.91), Community (3.05), Pay (2.61), and Staffing (-3.80). In the logistic regression analysis with respondent characteristics as independent variables and highly satisfied measure as the dependent variable, hospital bedsize, gender and pharmacy specialist/certified pharmacist were most often significantly associated with being highly satisfied with a job satisfaction facet.These findings may provide useful information to improve job satisfaction in Japanese hospital pharmacists.

New evidence of the relationship between employee satisfaction and firm economic performance

Purpose– Employee satisfaction appears in any discussion about how employees can contribute to organizational performance. The purpose of this paper is to test the relationship between employee satisfaction and organizational performance; this later measured with three firm-level performance outcomes (return over assets, operating margin, and revenue per employee).Design/methodology/approach– At different times and from two independent sources the authors obtained firms’ data about worker attitudes and financial and productivity performance, respectively. The analyzed sample of 475 firms is the biggest among the studies that analyze performance and employee satisfaction at the firm level. The impact of employee satisfaction over firm performance was assessed.Findings– Overall satisfaction and satisfaction with senior leadership, compensation, and work/life balance, respectively impact firm performance.Research limitations/implications– The ratings come from both employees and ex-employees and the individual characteristics were unknown. Additionally as an internet-based sample there has been a lack of control over the individuals’ response process.Practical implications– Managers have evidence about the importance of their employees’ satisfaction on firm performance, and on how the facets involved on worker satisfaction impact the performance.Social implications– Employer review web sites are increasing their popularity. However, unlike the marketing field with consumers HR area has not taken advantage of this trend. The found results may contribute to highlight the importance of this kind of data.Originality/value– Hitherto there is only one empirical evidence about the positive role of worker satisfaction in objective and financial firm level performance. That was based in best-firms type data. The current study draws in a big sample independent of this kind of rankings. Additionally, the job facet satisfaction conceptualization considered demonstrates the usefulness of this way to understand the employee satisfaction.

Attitudes toward expanding nurses' authority.

BackgroundIn recent years, an increasing number of care procedures previously under the physician’s authority have been placed in the hands of registered nurses. The purpose of this study was to examine the attitudes of nurses towards expanding nurses’ authority and the relationships between these attitudes and job satisfaction facets, professional characteristics, and demographics.MethodA cross-sectional study was conducted between 2010 and 2011 in three major medical centers in Israel. Participants included 833 nurses working in 89 departments. Attitudes toward the expansion of nurses’ authority were assessed by self-report questionnaire, as well as job satisfaction facets including perception of professional autonomy, nurse-physician working relations, workload and burnout, perceptions of quality of care, and nursing staff satisfaction at work.ResultsNurses reported positive attitudes toward the expansion of nurses’ authority and moderate attitudes for interpretation of diagnostic tests in selected situations. The results of multivariate regression analyses demonstrate that the nurses’ satisfaction from professional autonomy and work relations were the most influential factors in explaining their attitudes toward the expansion of nurses’ authority. In addition, professionally young nurses tend to be more positive regarding changes in nurses’ authority.ConclusionsIn the Israeli reality of a nurse’s shortage, we are witnessing professional transitions toward expansion of the scope of nurses’ accountability and decision–making authority. The current research contributes to our understanding of attitudes toward the expansion of nurses’ authority among the nursing staffs. The findings indicate the necessity of redefining the scope of nursing practice within the current professional context.

Channels in the Mirror

Firms operating multiple channels as parallel routes to market face intense pressure to ensure superior customer satisfaction in their entire channel system. Relying on the structural alignment framework, the authors argue that to address this challenge, providers of concurrent channels should give priority to alignable channel attributes—attributes that have corresponding or “mirror” attributes in the other channels. These features are more salient to customers than nonalignable features and likely represent the origin of satisfaction evaluations in concurrent channel environments. Applying multigroup nested models using data from off-line and online shoppers, the authors empirically validate choice (assortment breadth and depth), charge (availability of fair prices), convenience (efficiency of the purchase process), confidence (security of transactions), and care (assurance of promised quality) as alignable channel facets. The resulting 5C model is superior to existing models in that it enables the unified capture of both off-line and online satisfaction, allowing a meaningful comparison across formats. Using alignable satisfaction facets enables managers to trace true differences in the satisfaction levels between channels. In particular, a channel’s share of investment should match its share of unexploited satisfaction potential. The 5C model also supports within-channel decisions by revealing the impact of the five facets on overall satisfaction with each format.

The effects of pay satisfaction and affective commitment on turnover intention

One of the antecedents of turnover and turnover intention is job attitude. Among the job attitudes in the organizations, many researchers have focused on satisfaction and organizational commitment as the factors affecting turnover intention. Meta-analysis studies have noted that correlation between turnover intentions is higher relative to its relationship with satisfaction which indicates the possibility of mediation relationship. One facet of satisfaction which is important in predicting turnover intention is pay satisfaction. Only a few studies have been conducted to test the mediation relationship among the variables. This study aimed to examine the direct and indirect effect of pay satisfaction on turnover intention, which is mediated by affective commitment. Instruments used in this study were the Indonesian version of Pay Satisfaction Questionnaire (Heneman & Schwab, 1985), Affective Commitment Scale (Allen & Meyer, 1990), and Turnover Intention Scale, which were delivered to 183 employees of an automotive manufacture company in Indonesia. The data of 150 respondents involved were analyzed using path analysis with latent variables. The result showed that turnover intention was significantly predicted by both pay satisfaction ( γ 1 = -0.19, p < 0.05) and affective commitment ( β = -0.77, p < 0.05), while affective commitment was significantly predicted by pay satisfaction ( γ 2 = 0.32, p < 0.05). The model supported for a partial mediation and that there were both direct and indirect effects of pay satisfaction on turnover. Affective commitment played an effective role in mediating the relationship between pay satisfaction and turnover intention.

Job satisfaction of employees working in power industry-a study of Guru Gobind Singh Super Thermal Plant in India

The purpose of this study was to assess the level of satisfaction of employees working in a coal fired thermal power plant as these plants are not only the biggest sources of power generation in India but also have been reprimanded by Supreme Court of India for not following various laws related to employees’ welfare. Overall satisfaction and facet satisfaction (satisfaction with specific dimension such as compensation) of employees, working in Guru Gobind Singh Super Thermal Power Plant, have been measured using a standard questionnaire. A sample of 400 employees was chose on the basis of convenience. Employees were found overall satisfied. However there were found dissatisfied with training & development; performance appraisal; and safety & health environment.

JOB SATISFACTION, SERVICE QUALITY AND THE CUSTOMER SATISFACTION IN THE IT SECTOR OF KARACHI

This research investigates the relationship between the job satisfaction and the customer satisfaction. Data were collected from 316 employees of IT sector who works for the support contracts and their respective contact persons of the clients they work for. Hence there were 632 respondents in all. Structural Equation Modeling (SEM) was used as the statistical technique. Results indicate that all eight job satisfaction facets studied in the research have significant positive impact on Customer Satisfaction and the Service Quality. Moreover, it is also found that the Service Quality partially mediates the relationship between all the studied job satisfaction facets and the Customer satisfaction. Keywords : Job Satisfaction, Customer Satisfaction, Service Quality, IT Sector, Karachi.

Factors Influencing Job Satisfaction of Librarian in Federal and State University Libraries in Southern Nigeria

This study investigated the job satisfaction factors influencing the job satisfaction of librarians in Federal and State University libraries in Southern Nigeria. Job satisfaction is an important concept that can affect labor market behavior as it has a great influence on job-related behaviors such as productivity, work effort, absenteeism, turnover rates, and employee relations. The study adopted the survey research design. The population was made up of 500 librarians in thirty seven federal and state university libraries in Southern Nigeria. Sampling was enumeration as all members of the population were given the opportunity to participate. A questionnaire was used for data collection and was analyzed using percentages, standard deviation, and mean. Among other factors indentified, it was shown that job security, satisfactory relationship with my supervisor, satisfactory interaction with colleagues and satisfactory interaction with information user/customer/ clients were significant factors that influenced the librarians’ job satisfaction. However, satisfaction with salary and fringe benefits, working condition, and opportunities to conduct research were rated low which signifies that the librarians are not satisfied with these job satisfaction facets. Based on this, recommendations such as library administrators considering improving the salary levels and the fringe benefits of the librarians, improving their working conditions; and granting the librarians opportunities to conduct research were made.

Anticipation of the Development of Job Satisfaction—Construct and Validation Results of an Indicator for Well-Being at the Workplace

In recent research on job satisfaction, the aspect of time and dynamics is gaining more and more attention. The Anticipation of the Development of Job Satisfaction (AD) is seen as a concept that looks at the estimations concerning the development of job satisfaction facets in the future. More specifically, as job satisfaction can be seen as an indicator for well-being, AD can be regarded as the estimation of future well-being at the workplace. The aim of this study is to present this construct and to investigate whether it can be empirically separated from related constructs. Therefore, the influences of certain state and trait characteristics connected to well-being were in the focal point of this study. In particular, the influences of job satisfaction, life satisfaction, learned helplessness, the core self-evaluations and state anxiety on anticipation of development of job satisfaction were analysed. The study was made in an Austrian institution of higher education with 213 employees participating. The results of structural equation modelling showed that the level of anticipation of the development of job satisfaction was a significant predictor for job satisfaction. Furthermore, satisfying indicators for discriminant validity to other regarded constructs could be found.

Zen and the art of sex: examining associations among mindfulness, sexual satisfaction, and relationship satisfaction in dating relationships

The purpose of the present study was to examine the links among the five facets of trait mindfulness, sexual satisfaction, and relationship satisfaction in dating relationships. Three hundred and twenty-two individuals in a current dating relationship completed measures of trait mindfulness, sexual satisfaction, and relationship satisfaction. Results of path analyses indicated that sexual satisfaction fully mediated the associations between the Observing (PE = .08, CI = [.02, .15]) and Nonjudging of Inner Experience (PE = .11, CI = [.03, .19]) facets of mindfulness and relationship satisfaction. In contrast, the three remaining facets of mindfulness (Describing, Acting with Awareness, and Nonreactivity to Inner Experience) were not related to sexual satisfaction or relationship satisfaction. These results suggest that attending to and noticing (but refraining from evaluating) internal and external stimuli may contribute to greater relationship satisfaction specifically by increasing sexual satisfaction with one's partner. Furthermore, findings from the current study provide empirical support for the link between mindfulness and sexual satisfaction in dating relationships and suggest that they may jointly contribute to relationship satisfaction, thus indicating an important area for future research and suggesting a potential target for relationship education and intervention efforts.

Employee achievement orientations and personality as predictors of job satisfaction facets

This paper examines the incremental value of achievement orientations (Mastery-Approach; Mastery-Avoid; Performance-Approach; Performance-Avoid), above Extraversion and Neuroticism, in predicting two different types of satisfaction outcomes; expectation-based-job-satisfaction (EX-JS) and satisfaction-with-one’s-own-job-performance (P-JS). Using structural equation modelling, data from 242 UK government body employees showed that only Extraversion shared a (positive) relationship with EX-JS. Whereas, the strongest relations with P-JS were found for Neuroticism and Mastery-Approach with both sharing positive relationships with this satisfaction outcome. Analyses indicated that Mastery-Approach accounted for unique variance in P-JS beyond Extraversion and Neuroticism. Findings show that there is scope for experiences of satisfaction at work to be traced to stable approach competence specific motivational tendencies.

The relations between personality factors and Organizational Citizenship Behaviors mediated by job-satisfaction

The purpose of this study was to conduct meta-regression analysis to investigate the relations between personality factors and organizational citizenship behaviors(OCBs) mediated by job satisfaction. In order to meta-analyse 153 studies conducted in Korea, Hunter and Schmidt’s(2004) and Borenstein, Hedges, Higgins, &amp; Rothstein’s(2005) meta-analytic procedures were adopted. Results showed that all the subcategories of OCBs have generalizable relations across studies with conscientiousness and agreeableness whereas individuals-oriented and organization-oriented OCBs have generalizable relations across studies with neuroticism and openness to experience. In addition, individuals-oriented and change-oriented OCBs have generalizable relations across studies with extroversion. Comparison of different rating methods revealed that self-reporting method has larger effect size than that of other-rating method due to common method effect. In meta-analytic regression analysis, all of the personality factors were mediated by both facet and overall job satisfaction. Lastly, the implications and limitations of this research were discussed.

Putting your best “face” forward: The role of emotion‐based well‐being in organizational research

SummaryOrganizational researchers have long been interested in the role played by employee “happiness” in workplace life. What remains less clear is what exactly constitutes happiness. The present purpose is not to invent a new definition of happiness. Rather the goal is to present the extant body of knowledge about “happiness” in a more manageable and consistent manner to assist future research endeavors. To that end, an overview of the literature is provided, which summarizes the differing approaches to the study of the “happiness” and “well‐being” constructs into a more coherent framework. More specifically, the four faces of happiness taxonomy is used to highlight the conceptual diversity of happiness. These four faces include objective indicators, eudaimonic well‐being, facets of satisfaction, and emotion‐based conceptualizations of well‐being. The present research highlights the importance of emotion‐based measures of well‐being (Category 4) in the prediction of such important organizational variables as job performance and employee retention. Several avenues for future research endeavors on workplace happiness and well‐being are suggested, including the possibility of additional faces of happiness. Copyright © 2014 John Wiley &amp; Sons, Ltd.