Employee Satisfaction and Service Quality: Is There Relations?

Dorothea Wahyu Ariani ()
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Dorothea Wahyu Ariani: Maranatha Christian University, Indonesia

International Journal of Business Research and Management (IJBRM), 2015, vol. 6, issue 3, 33-44

Abstract: Studies on the relationship between employee job satisfaction and performance have controversy. The Howthorne Studies conducted in 1930 was conducted to test the effect of job attitudes on performance. In the study it was found that a happy employee is a productive employee (Saari & Judge, 2004). Although many previous studies and support from the Social Exchange Theory states that employee job satisfaction affects the service quality, but the impact of employee job satisfaction on service quality can not be detected. This research was conducted in three private hospitals in Central Java with a self-assessment by 134 employees who assess employee job satisfaction and customer-assessment by 134 customers who assess the service quality it receives as a measure of the performance of a service company. The relationship between two variables is discussed.

Keywords: Employee Job Satisfaction; Service Quality; Private Hospital. (search for similar items in EconPapers)
JEL-codes: M0 (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:aml:intbrm:v:6:y:2015:i:3:p:33-44

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