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

Year 2015, Volume: 1 Issue: 3, 443 - 451, 29.12.2015

Muhammad Muzammil Ghayas , Javed Hussain

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

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

References

  • Al-Ahmadi, H.A. (2002). “Job Satisfaction of Nurses in Ministry of Health Hospitals in Riyadh”. Saudi Medical Journal. Vol. 23(6): 645-650.
  • Ali, A., and Haider, J. (2012). “Impact of inter organizational communications on employee job satisfaction – Case of some Pakistani Banks”. Global Advanced Research Journal of Management and Business Studies. Vol. 1(10): 38-44.
  • Amoopour, M., Hemmatpour, M., and Mirtaslimi, S, S. (2014). “Job Satisfaction of Employee and Customer Satisfaction”. Arabian Journal of Business and Management Review. Vol. 3(6): 1-6.
  • Ashraf, M.A., Joarder, M.H., and Al-Masum, R. (2008). “Job Satisfaction of Employees in the Mobile Phone Corporates in Bangladesh: A Case Study”. Working Paper Series. Vol. 22(1), 1-16.
  • Azeem, S.M. (2010). “Job Satisfaction and Organizational Commitment among Employees in the Sultanate of Oman”. Psychology. Vol. 1, 295-299.
  • Byrne, B.M. (2010). Structural Equation Modeling Using AMOS: Basic Concepts, Applications, and Programming. Taylor and Francis Group.
  • Chen, C.F. (2006). “Job satisfaction, organizational commitment and flight attendants’ turnover intentions: A note”. Journal of Air Transport Management. Vol. 12, 274-276.
  • Cheung, G.W., and Lau, R.S. (2008). “Testing Mediation and Suppression Effects of Latent Variables: Bootstrapping with Structural Equation Models”. Organizational Research Methods. Vol. 11(2), 296-325.
  • Chi, G.C. and Gursoy, D. (2009). “Employee Satisfaction, Customer Satisfaction and Financial Performance: An Empirical Examination”. International Journal of Hospitality Management. Vol. 28: 245-253.
  • Gallardo, E., Sanchez-Canizares, S-M., Lopez-Guzman, T., and Jesus, M.M. (2010). “Employee Satisfaction in the Iberian Hotel Industry”. International Journal of Contemporary Hospitality Management. Vol. 22(3), 321-334.
  • Ghayas, M, M., and Siddiqui, S.J. (2012). “Impact of Job Satisfaction on Turnover Intentions in the Pharmaceutical Industry of Karachi”. South Asian Journal of Management Sciences. Vol. 6(2): 47-54.
  • Joseph, D., Ng, K.Y., Koh. C., and Ang, S. (2007). “Turnover of Information Technology Professionals: A Narrative Review, Meta-Analytic Structural Equation Modeling, and Model Development”. MIS Quarterly. Vol. 31(3), 547-577.
  • Kabir, N.M.M., and Parvin, M.M. (2011). “Factors Affecting Employee Job Satisfaction of Pharmaceutical Sector”. Australian Journal of Business and Management Research. Vol. 1(9), 113-123.
  • Kermani, Z, Z. (2013). “A Study of Linking Between Job Satisfaction and Customer Satisfaction: A Case Study of Iran Insurance”. Journal of Marketing Development and Competitiveness. Vol. 7(4): 104-109.
  • Lam, T., Baum, T., and Pine, R. (2001). “Study of Managerial Job Satisfaction in Hong Kong’s Chinese Restaurants”. International Journal of Contemporary Hospitality. Vol. 13(1), 35-42.
  • Malik, M.E., Nawab, S., Naeem, B., and Danish, R.Q. (2010). “Job Satisfaction and Organizational Commitment of University Teachers in Public Sector of Pakistan”. International Journal of Business and Management. Vol. 5(6), 17-26.
  • Mosadeghrad, A.M., Ferlie, E. and Rosenberg, D. (2008). “A study of the Relationship between Job Satisfaction, Organizational Commitment and Turnover Intention among Hospital Employees”. Health Services Management Research. Vol. 21: 211-227.
  • Naeem, A. (2013). “Impact of Employee Empowerment, Job Satisfaction and Organizational Commitment on Customer Satisfaction”. International Journal of Modern Business Issues of Global Market. Vol. 1(1): 28-38.
  • Wangengiem, F.V., Evanschitzky, H. and Wunderlich, M. (2007). “Does The Employee-Customer Satisfaction Link Hold For All Employee Groups?”. Journal of Business Research. Vol. 60: 690-697.
  • Saba, I. (2011). “Measuring the Job Satisfaction Level of the Academic Staff in Bhawalpur Colleges”. International Journal of Academic Research in Business and Social Sciences. Vol. 1(1).
  • Saleem, S., Majeed, S., Aziz, T., and Usman, M. (2013). “Determinants of Job Satisfaction among Employees of Banking Industry at Bahawalpur”. Journal of Emerging Issues in Economics, Finance and Banking. 1(2), 150-162.
  • Spector, P.E. (1985). “Measurement of Human Service Staff Satisfaction: Development of the Job Satisfaction Survey”. American Journal of Community Psychology. Vol. 13(6), 691-713.
  • Westlund, S.G., and Hannon, J.C. (2008). “Retaining Talent: Assessing Job Satisfaction Facets Most Significantly Related to Software Developer Turnover Intentions”. Journal of Information Technology Management. Vol. 19(4), 1-15.

Year 2015, Volume: 1 Issue: 3, 443 - 451, 29.12.2015

Muhammad Muzammil Ghayas , Javed Hussain

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

Abstract

References

  • Al-Ahmadi, H.A. (2002). “Job Satisfaction of Nurses in Ministry of Health Hospitals in Riyadh”. Saudi Medical Journal. Vol. 23(6): 645-650.
  • Ali, A., and Haider, J. (2012). “Impact of inter organizational communications on employee job satisfaction – Case of some Pakistani Banks”. Global Advanced Research Journal of Management and Business Studies. Vol. 1(10): 38-44.
  • Amoopour, M., Hemmatpour, M., and Mirtaslimi, S, S. (2014). “Job Satisfaction of Employee and Customer Satisfaction”. Arabian Journal of Business and Management Review. Vol. 3(6): 1-6.
  • Ashraf, M.A., Joarder, M.H., and Al-Masum, R. (2008). “Job Satisfaction of Employees in the Mobile Phone Corporates in Bangladesh: A Case Study”. Working Paper Series. Vol. 22(1), 1-16.
  • Azeem, S.M. (2010). “Job Satisfaction and Organizational Commitment among Employees in the Sultanate of Oman”. Psychology. Vol. 1, 295-299.
  • Byrne, B.M. (2010). Structural Equation Modeling Using AMOS: Basic Concepts, Applications, and Programming. Taylor and Francis Group.
  • Chen, C.F. (2006). “Job satisfaction, organizational commitment and flight attendants’ turnover intentions: A note”. Journal of Air Transport Management. Vol. 12, 274-276.
  • Cheung, G.W., and Lau, R.S. (2008). “Testing Mediation and Suppression Effects of Latent Variables: Bootstrapping with Structural Equation Models”. Organizational Research Methods. Vol. 11(2), 296-325.
  • Chi, G.C. and Gursoy, D. (2009). “Employee Satisfaction, Customer Satisfaction and Financial Performance: An Empirical Examination”. International Journal of Hospitality Management. Vol. 28: 245-253.
  • Gallardo, E., Sanchez-Canizares, S-M., Lopez-Guzman, T., and Jesus, M.M. (2010). “Employee Satisfaction in the Iberian Hotel Industry”. International Journal of Contemporary Hospitality Management. Vol. 22(3), 321-334.
  • Ghayas, M, M., and Siddiqui, S.J. (2012). “Impact of Job Satisfaction on Turnover Intentions in the Pharmaceutical Industry of Karachi”. South Asian Journal of Management Sciences. Vol. 6(2): 47-54.
  • Joseph, D., Ng, K.Y., Koh. C., and Ang, S. (2007). “Turnover of Information Technology Professionals: A Narrative Review, Meta-Analytic Structural Equation Modeling, and Model Development”. MIS Quarterly. Vol. 31(3), 547-577.
  • Kabir, N.M.M., and Parvin, M.M. (2011). “Factors Affecting Employee Job Satisfaction of Pharmaceutical Sector”. Australian Journal of Business and Management Research. Vol. 1(9), 113-123.
  • Kermani, Z, Z. (2013). “A Study of Linking Between Job Satisfaction and Customer Satisfaction: A Case Study of Iran Insurance”. Journal of Marketing Development and Competitiveness. Vol. 7(4): 104-109.
  • Lam, T., Baum, T., and Pine, R. (2001). “Study of Managerial Job Satisfaction in Hong Kong’s Chinese Restaurants”. International Journal of Contemporary Hospitality. Vol. 13(1), 35-42.
  • Malik, M.E., Nawab, S., Naeem, B., and Danish, R.Q. (2010). “Job Satisfaction and Organizational Commitment of University Teachers in Public Sector of Pakistan”. International Journal of Business and Management. Vol. 5(6), 17-26.
  • Mosadeghrad, A.M., Ferlie, E. and Rosenberg, D. (2008). “A study of the Relationship between Job Satisfaction, Organizational Commitment and Turnover Intention among Hospital Employees”. Health Services Management Research. Vol. 21: 211-227.
  • Naeem, A. (2013). “Impact of Employee Empowerment, Job Satisfaction and Organizational Commitment on Customer Satisfaction”. International Journal of Modern Business Issues of Global Market. Vol. 1(1): 28-38.
  • Wangengiem, F.V., Evanschitzky, H. and Wunderlich, M. (2007). “Does The Employee-Customer Satisfaction Link Hold For All Employee Groups?”. Journal of Business Research. Vol. 60: 690-697.
  • Saba, I. (2011). “Measuring the Job Satisfaction Level of the Academic Staff in Bhawalpur Colleges”. International Journal of Academic Research in Business and Social Sciences. Vol. 1(1).
  • Saleem, S., Majeed, S., Aziz, T., and Usman, M. (2013). “Determinants of Job Satisfaction among Employees of Banking Industry at Bahawalpur”. Journal of Emerging Issues in Economics, Finance and Banking. 1(2), 150-162.
  • Spector, P.E. (1985). “Measurement of Human Service Staff Satisfaction: Development of the Job Satisfaction Survey”. American Journal of Community Psychology. Vol. 13(6), 691-713.
  • Westlund, S.G., and Hannon, J.C. (2008). “Retaining Talent: Assessing Job Satisfaction Facets Most Significantly Related to Software Developer Turnover Intentions”. Journal of Information Technology Management. Vol. 19(4), 1-15.
There are 23 citations in total.

Details

Primary Language English
Journal Section Articles
Authors

Muhammad Muzammil Ghayas

Javed Hussain

Publication Date December 29, 2015
Submission Date December 27, 2015
Published in Issue Year 2015Volume: 1 Issue: 3

Cite

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.

Contact: ijasosjournal@hotmail.com

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