Does Job Satisfaction Always Affect Customer Satisfaction?: Case Study - (SSIO) Social Security Insurance Organization in Tehran

Mohammad Abdolshah, Ehsan Jafar Zadeh, Reza Talei, Ali Shirzadi and Seyed Amir Mohammad Khatibi
Additional contact information
Mohammad Abdolshah: Engineering Department, Semnan Branch, Islamic Azad University, Semnan, Iran
Ehsan Jafar Zadeh: Islamic Azad University E-Branch, Tehran, Iran
Reza Talei: Islamic Azad University E-Branch, Tehran, Iran
Ali Shirzadi: Islamic Azad University E-Branch, Tehran, Iran
Seyed Amir Mohammad Khatibi: Industrial Management Department, Isfahan University, Iran

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2018, vol. 9, issue 2, 62-78

Abstract: The purpose of this article is to investigate the relationship between job satisfaction (JS) and customer satisfaction (CS) in the Social Security Insurance Organization (SSIO) in Iran. The statistical population of this research is composed of employees and customers of Tehran SSIO. Two questionnaires were used to measure the variables of the research. A job descriptive index (JDI) & service quality (SERVQUAL) questionnaire are used to measure JS and CS. Data are analyzed using Pearson Correlation Coefficient and regression analysis. The results indicated that there is no significant relationship JS and CS of Tehran Social SSIO (P > 0.05). Among all the research variables, only satisfaction from colleagues, employee satisfaction and satisfaction with management performance were able to predict CS from the services of the SSIO. Service satisfaction and satisfaction from colleagues also have the ability to predict satisfaction with management performance. In the end, only satisfaction with management performance and service satisfaction has been a significant predictor of CS.

Date: 2018
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 18/IJCRMM.2018040104 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:9:y:2018:i:2:p:62-78

Access Statistics for this article

International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

More articles in International Journal of Customer Relationship Marketing and Management (IJCRMM) from IGI Global
Bibliographic data for series maintained by Journal Editor ().