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

Muhammad Muzammil Ghayas; Javed Hussain

doi:10.18769/ijasos.94556

EN

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

Abstract

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.

Keywords

Job Satisfaction, Customer Satisfaction, Service Quality, IT Sector, Karachi

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Details

Primary Language

English

Subjects

-

Journal Section

-

Authors

Muhammad Muzammil Ghayas

Javed Hussain

Publication Date

December 29, 2015

Submission Date

December 27, 2015

Acceptance Date

-

Published in Issue

Year 2015 Volume: 1 Number: 3

DOI

https://doi.org/10.18769/ijasos.94556

IZ

https://izlik.org/JA28KW56MB

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RIS / Bibtex

EndNote

Ghayas MM, Hussain J (December 1, 2015) JOB SATISFACTION, SERVICE QUALITY AND THE CUSTOMER SATISFACTION IN THE IT SECTOR OF KARACHI. IJASOS- International E-journal of Advances in Social Sciences 1 3 443–451.

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

Abstract

Keywords

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References

Details

Primary Language

Subjects

Journal Section

Authors

Publication Date

Submission Date

Acceptance Date

Published in Issue

DOI

IZ

Cite