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Employee Satisfaction and Service Quality: Is There Relations?

Author

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  • Dorothea Wahyu Ariani

    (Maranatha Christian University, Indonesia)

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.

Suggested Citation

  • Dorothea Wahyu Ariani, 2015. "Employee Satisfaction and Service Quality: Is There Relations?," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 6(3), pages 33-44, September.
    • Handle: RePEc:aml:intbrm:v:6:y:2015:i:3:p:33-44
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    References listed on IDEAS

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    Cited by:

    1. Rajesh Kumar Upadhyay & Khaliqur Rehman Ansari & Pankaj Bijalwan, 2020. "Performance Appraisal and Team Effectiveness: A Moderated Mediation Model of Employee Retention and Employee Satisfaction," Vision, , vol. 24(4), pages 395-405, December.
    2. Panteleimon Bakirtzoglou & Panagiotis Ioannou, 2017. "Job’s Satisfaction among Trainers of Public Vocational Training Institutes in Greece," Journal of Education and Vocational Research, AMH International, vol. 7(4), pages 21-30.
    3. Garima Sharma & Pravin Kumar, 2021. "An Analysis of Causal Relationships Among the Factors Affecting the Performance of a Service Organization," SAGE Open, , vol. 11(1), pages 21582440219, March.
    4. Salah A. Alabduljader, 2018. "The Influence of Service Quality Dimensions on Organizational Excellence (Perspective of Employees within Kuwaiti Commercial Banks)," International Business Research, Canadian Center of Science and Education, vol. 11(10), pages 149-164, October.
    5. Abd Al-Aziz Al-refaei & Hairuddin Bin Mohd Ali & Ali Ahmed Ateeq & Mohammed Alzoraiki, 2023. "An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment," Sustainability, MDPI, vol. 15(10), pages 1-22, May.

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    More about this item

    Keywords

    Employee Job Satisfaction; Service Quality; Private Hospital.;
    All these keywords.

    JEL classification:

    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General

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