Employees’ Organizational Satisfaction and Its Relationship with Customer Satisfaction Measurement of an Asian Academic Institution

Jake M. Laguador, Everlyn A. De Castro and Lucila M. Portugal

Quarterly Journal of Business Studies, 2015, vol. 1, issue 3, 83-93

Abstract: Satisfaction drives the motivation to continuously improve the process of delivering services to customers and provide the culture of excellence towards the achievement of its vision and mission. This study aimed to determine the level of organizational satisfaction in terms ofLearning and Development; Reward and Recognition; Leadership; and Work environment and to test its differences when the respondents were grouped according to civil status gender, age and length of service in the university as well as the relationship between the work units’ organizational and customer satisfaction. Descriptive of research was utilized in the study. Results showed that employees have high organizational satisfaction primarily in terms of learning and development and work environment. Generally, the customers were highly satisfied in the services provided by the work units included in the study. Female employees who are 41 years old and above with more than 11 years in service in the university have significantly higher organizational satisfaction.

Keywords: Organizational Satisfaction; Leadership; Rewards; Recognition; Work Environment; Customer Satisfaction (search for similar items in EconPapers)
Date: 2015
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