Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specifi…Full description
Happy workers are productive workers and productive workers are likely to be happy. Employee job satisfaction is essential to face the dynamic and ever increasing challenges of maintaining productivity of the organization by keeping their workforce c
JOB SATISFACTION
Questions What is job satisfaction? What are some of the benefits of
having a satisfied workforce? What are some of the disadvantages of having a dissatisfied workforce? What causes employees to be satisfied with their jobs?
What is Job Satisfaction? An employee’s cognitive and affective
evaluation of his or her job overall specific components pay promotions work tasks coworkers supervisors others??
Why Should Organizations Care? Organizational Commitment Job Withdrawal Turnover and retirement intentions
Work Withdrawal Behaviors to avoid performing one’s work
Organizational Commitment Definition An acceptance of organizational goals A willingness to work hard for the
organization The desire to stay with the organization
Job Withdrawal Employee intentions to leave the
organization
Work Withdrawal Employee behaviors to avoid work
tasks
Unionization Activity
Strikes, slow-downs, initiation of
unionization
Quick Quiz The following questions ask about your satisfaction or dissatisfaction with several things. Consider each item carefully and enter the response the best represents your feelings about the item.
Dissatisfied
Neutral
Satisfied
The way people drive
1
2
3
Telephone service
1
2
3
Public transportation
1
2
3
8 1/2 by 11” paper
1
2
3
Your telephone number
1
2
3
No. 2 pencils
1
2
3
The color of stop signs
1
2
3
Self-service gas stations
1
2
3
The size of refrigerators
1
2
3
The people you know
1
2
3
The highways system
1
2
3
Herzberg’s Two-Factor Theory Certain things are necessary, but not
Pros reliable, valid measure of job satisfaction
Cons very long are there really 20 different facets and/or is
it meaningful to have info on each of them??
Faces Scale
Pros good measure of global job satisfaction good measure to use when reading
ability is low
Cons too simplistic possibly insulting and/or low face
validity for upper-level positions
Job Descriptive Index (JDI) Measure of 5 facets of job satisfaction pay, promotions, coworkers, supervisors, work
itself
Pros Extremely easy to use with all types of
respondents Most commonly used measure of job satisfaction normative data available from hundreds/thousands of studies
Cons Shouldn’t sum across facets Is there more to job satisfaction than just the 5
YOUR PAY AND PROMOTIONS What are YOUR PAY AND PROMOTION OPPORTUNITIES like? Circle YES if the item describes your PAY AND PROMOTIONS, NO if the item does not describe your PAY AND PROMOTIONS, and ? if you cannot decide. Choose a response for each item. Pay UNDERPAID......................................................... Yes ? INCOME ADEQUATE FOR NORMAL EXPENSES........ BARELY LIVE ON INCOME.................................... Yes INCOME PROVIDES LUXURIES.............................. Yes BAD.................................................................... Yes ? HIGHLY PAID....................................................... Yes ?
No Yes ? ? No ? No No No
Promotions GOOD OPPORTUNITY FOR ADVANCEMENT.............. Yes ? PROMOTION ON ABILITY........................................ Yes ? No DEAD-END JOB........................................................Yes ? No GOOD CHANCE FOR PROMOTION............................ Yes ? UNFAIR PROMOTION POLICY................................... Yes ? No INFREQUENT PROMOTIONS......................................Yes ? No
No
No No
Job In General Scale (JIG) Developed as a global measure of job
satisfaction Similar to JDI Pros quick and easy to use
Cons doesn’t give information regarding
specific factors
YOUR JOB IN GENERAL What is your JOB like MOST OF THE TIME? Choose YES if the item describes your JOB, NO if it does not describe your JOB, and ? if you cannot decide.
PLEASANT..............................………… BAD…....................................………….. IDEAL…..............................................… WASTE OF TIME.................................. GOOD...........................................……… UNDESIRABLE...................................... WORTHWHILE………………............... WORSE THAN MOST...............………. ACCEPTABLE……………………….... MAKES ME CONTENT……........……. INADEQUATE………........................... ROTTEN……..………………………....
