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首页> 外文期刊>WSEAS Transactions on Business and Economics >Effects of Job Satisfaction on Service Quality, Customer Satisfaction, and Customer Loyalty: The Case of a Local State-Owned Enterprise
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Effects of Job Satisfaction on Service Quality, Customer Satisfaction, and Customer Loyalty: The Case of a Local State-Owned Enterprise

机译：工作满意度对服务质量，客户满意度和客户忠诚度的影响：一家地方国有企业的案例

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摘要

This study examines how customers can be maintained, which is a particularly important issue for service industry area. Customer service is important not only to private firms but also to public organizations. To improve service quality and maintain customers, organizations must ensure their employees' job satisfaction. This study measures job satisfaction and examines its effects on service quality, customer satisfaction, and customer loyalty. We measured job satisfaction by considering a sample of employees from Daegu Metropolitan Transit Corporation (DMTC) who provide customer service and by employing various measures of job satisfaction based on previous research, including workplace environments, job content, relationships with coworkers, relationships with supervisors, pay and benefits, and performance assessments. We measured service quality by using a SERVQUAL item developed by Parasuraman, Zeithamal, and Berry [42]. We conducted a survey of customers who used the city train at least once and adapted the items for customer satisfaction and loyalty from previous studies. Most studies have focused on railway facilities and management (e.g., safety systems and emergency management) after the DMTC subway tragedy in 2003. In this regard, this study is the first to explore the service quality of DMTC's subway system. This study is particularly meaningful in that it relates job satisfaction to service quality. The results indicate the following: First, job satisfaction partially influenced service quality. Performance assessments, relationships with co-workers, and pay had significant effects on service quality, whereas supervisor relationships, job content, and workplace environments had no significant effects. Second, among the dimensions of service quality, tangibility and reliability had positive effects on customer satisfaction. Finally, customer satisfaction had a positive effect on customer satisfaction.
机译：这项研究探讨了如何维护客户，这对于服务行业而言是特别重要的问题。客户服务不仅对私营公司很重​​要，而且对公共组织也很重要。为了提高服务质量和维护客户，组织必须确保员工的工作满意度。该研究测量工作满意度，并检查其对服务质量，客户满意度和客户忠诚度的影响。我们通过考虑大邱广域交通公司（DMTC）提供客户服务的员工样本，并根据先前的研究采用了各种工作满意度测评方法，包括工作场所环境，工作内容，与同事的关系，与主管的关系，薪酬和福利，以及绩效评估。我们使用Parasuraman，Zeithamal和Berry [42]开发的SERVQUAL项目来测量服务质量。我们对至少使用过城市火车一次的客户进行了调查，并根据先前的研究对这些项目进行了调整，以提高客户满意度和忠诚度。 2003年DMTC地铁悲剧发生后，大多数研究都集中在铁路设施和管理（例如安全系统和应急管理）上。在这方面，这项研究是首次探索DMTC地铁系统的服务质量。这项研究特别有意义，因为它将工作满意度与服务质量相关联。结果表明：首先，工作满意度在一定程度上影响了服务质量。绩效评估，与同事的关系以及薪酬对服务质量有显着影响，而主管关系，工作内容和工作环境则没有显着影响。其次，在服务质量的维度中，切实性和可靠性对客户满意度产生积极影响。最后，客户满意度对客户满意度有积极影响。

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