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.
|Yayımlanma Tarihi||29 Aralık 2015|
|Gönderilme Tarihi||27 Aralık 2015|
|Yayınlandığı Sayı||Yıl 2015Cilt: 1 Sayı: 3|
|EndNote||%0 International E-Journal of Advances in Social Sciences JOB SATISFACTION, SERVICE QUALITY AND THE CUSTOMER SATISFACTION IN THE IT SECTOR OF KARACHI %A Muhammad Muzammil Ghayas , Javed Hussain %T JOB SATISFACTION, SERVICE QUALITY AND THE CUSTOMER SATISFACTION IN THE IT SECTOR OF KARACHI %D 2015 %J IJASOS- International E-journal of Advances in Social Sciences %P 2411-183X-2411-183X %V 1 %N 3 %R doi: 10.18769/ijasos.94556 %U 10.18769/ijasos.94556|