Employee and customer satisfaction have been widely studied and are important for business outcomes. Their relationship has primarily been researched at the organisational and departmental levels within the consumer type industries where frontline employee interaction with the customer is important. Research into the relationship at the job characteristic level and within a business-to-business context is limited and therefore the purpose of the research is to examine these relationships in a South African firm. Two data collection instruments, based on the literature review, were used to obtain the primary data for this research. A self administered job satisfaction survey was preformed as well as a telephonic customer satisfaction survey was undertaken. 67 employees and 66 customers responded to the survey. Descriptive and comparative statistics with a rank order correlation was used to examining and analyse the data. Although a weak relationship was observed between the percentages of satisfied employees and satisfied customers in the survey, a strong and significant relationship exists between the rank order of the different functions within the firm, when comparing the employees job and customers satisfaction results. The results suggest that the job satisfaction levels of the employees in a business-to-business environment influence to some degree the level of satisfaction experienced by the customer. / Dissertation (MBA)--University of Pretoria, 2008. / Gordon Institute of Business Science (GIBS) / unrestricted

The central purpose of this study was to explore the relationship between job characteristics and job satisfaction, and the impact of organizational climate on that relationship in the public sector. The subjects of the study were all Oregon State Government managers at and above the level of supervisor in all of the state agencies and the judicial branch. This study was conducted with the use of a survey. Six hundred and fifty-six (656) questionnaires were returned for a response rate of 66 percent. The questionnaire consisted of four parts. The first part was drawn from the Organizational Climate Questionnaire; the second part was drawn from the Job Diagnostic Survey; the third part was drawn from the Job Descriptive Index; and the last part concerned managers’ demographic factors. Statistical methods used to analyze the data included Cronbach's alpha coefficient to determine reliability of the instrument and factor analysis to identify the dimensions of organizational climate. Pearson's product-moment correlation, multiple regression, and the subgroup method were used to determine the relationship between job characteristics and job satisfaction, and the moderating effects of organizational climate on that relationship. Chi-square and z scores were used to test the significance of the results. Examination of the data revealed that the relationship between job context factors (such as relationships with co-workers and treatment by supervisors) and job satisfaction was stronger than the relationship between job characteristics (such as job autonomy and task significance) and job satisfaction. The job characteristics-job satisfaction relationship was significantly moderated by organizational climate. This relationship was weak for the group with a favorable climate, but it was notably strong for the group with an unfavorable climate. Also, the relationship was significantly moderated by the effects of the interaction between organizational climate and individual need for personal growth (NPG). Thus, the relationship was particularly strong for the high-NPG managers with an unfavorable climate, but significantly weak for the high-NPG managers with a favorable climate. These findings suggest that the job characteristics-job satisfaction relationship cannot be comprehensively understood without reference to organizational climate, and that job enrichment intervention is appropriate when the high-NPG managers are dissatisfied with their working environment. Finally, to improve the quality of the state managers work life, programs to enhance the relationships among co-workers and between co-workers and supervisors are recommended.

The two research questions of the study were: (1) Is the job satisfaction of school district administrators related to the personal factors of group membership and sex? (2) What are the sources of overall job satisfaction? Do they confirm findings from previous studies in which autonomy, responsibility, the work itself, growth, recognition, feedback, achievement, and interpersonal relationships were found to be major contributors to job satisfaction? Utilizing the Job Diagnostic Survey (JDS) developed by Hackman and Oldham and free response questions, ratings of job satisfaction were obtained to determine if sex and group membership (elementary principal, secondary principal and vice principal, or central office administrator) made a difference in the level of job satisfaction. The findings from the two research questions were: (1) Group membership and sex do not significantly relate to job satisfaction. (2) Approximately 22% of job satisfaction for administrators was attributed to autonomy and feedback from the work itself. Data gathered from the free response questions did reveal some differences in the sources of job satisfaction and dissatisfaction according to group membership. The main sources of satisfaction--regardless of group membership--involved the work itself, achievement, and interpersonal relationships. Recognition was also seen as a source of satisfaction at the central office and secondary level. Student performance and interaction was seen as a primary source of satisfaction at the elementary and secondary level. Autonomy was a main source of satisfaction at both the elementary and central office level. The main sources of dissatisfaction--regardless of group membership--involved amount of work, lack of feedback, constraints, and administrative policies. While interpersonal relationships were seen as sources of satisfaction by 25% of those responding administrators in central office positions, 60% of the responding administrators identified them as sources of dissatisfaction. The findings of this study imply that boards of education and upper-echelon administrators should be aware of the motivational potential in the two factors of autonomy and feedback and in the identified areas of job satisfaction and dissatisfaction. Opportunities which allow for greater administrator autonomy and feedback should be expanded in order to increase job satisfaction.

The purpose of this research was to identify predictors of job satisfaction among academic librarians. Structural models were developed and examined with path analytic procedures to determine the effects of the following variables on librarians' job satisfaction: 1) selected characteristics of individual librarians (education, experience, sex, age, salary, and position), 2) selected characteristics of library organizations (annual budget, sex of director, size of staff, average annual salary of staff, organizational status of librarians, and size of collection), and 3) librarians' perceptions of their job (perceptions of the work, adequacy of pay, promotion opportunities, supervision, associates, and job security).

No description available.

No description available.

No description available.

Thesis (M.S.)--Boston University

No description available.

No description available.