Employees’ Organizational Satisfaction and Its Relationship with Customer Satisfaction Measurement of an Asian Academic Institution
Journal Title: Quarterly Journal of Business Studies - Year 2014, Vol 1, Issue 3
Abstract
Satisfaction drives the motivation to continuously improve the process of delivering services to customers and provide the culture of excellence towards the achievement of its vision and mission. This study aimed to determine the level of organizational satisfaction in terms ofLearning and Development; Reward and Recognition; Leadership; and Work environment and to test its differences when the respondents were grouped according to civil status gender, age and length of service in the university as well as the relationship between the work units’ organizational and customer satisfaction. Descriptive of research was utilized in the study. Results showed that employees have high organizational satisfaction primarily in terms of learning and development and work environment. Generally, the customers were highly satisfied in the services provided by the work units included in the study. Female employees who are 41 years old and above with more than 11 years in service in the university have significantly higher organizational satisfaction.
Authors and Affiliations
Jake M. Laguador, Everlyn A. De Castro, Lucila M. Portugal
Keywords
Related Articles
- EP ID EP28504
- DOI -
- Views 277
- Downloads 11
A Comparative Profitability and Operating Efficiency Analysis of Public and Private Banks in Bangladesh
In this study, a comparative performance analysis between state-owned and privately-owned commercial banks of Bangladesh is carried out over the period between 2006 and 2010. On the contrary to expectations, statistica...
Relationship between Employee Empowerment and Customer Satisfaction in the Melli Banks of Isfahan Province
Rapid environmental changes threat the survival of many organizations. Global economy is driven by regional economic impact and information technology, new media, free consumer culture, emerging global standards and th...
Complainants’ Justice Perceptions and Post Complaint Behaviours: An Empirical Study on E-Nwom, Exit Intentions and Venting Negative Feelings
Antecedents of complaint behavior and post complaint behavior and its results have widely been studied by researchers. Extant literature supports the relationship between perceived justice and complaint satisfaction. B...
Work Values and Organizational Commitment among Administrative Employees of One Higher Education Institution in the Philippines
This study aims to determine the work values and organizational commitment among administrative employees of Lyceum of the Philippines University-Batangas. This study also tested the significant difference in responden...
Ecotourism Industry in Ilijan Batangas City, Philippines: Assessing Its Effects as a Basis of Proposed Tourism Development Plan
Ecotourism is seen as a potential vehicle to provide environmental, socio-economic and cultural beliefs at both local and national levels. This study was conducted to assess the effects of ecotourism industry in Ilijan,...