The Effects of Employee Attitudes on Service Quality and Customer Satisfaction.

كان الهدف من البحث هو دراسة العلاقة بين الرضاء الوظيفي والفعالية الفردية على المستوى الفردي، وتقديم نموذج يربط الرضاء الوظيفي والفعالية مع جودة الخدمة المقدمة. وايضا تقديم معلومات إضافية حول تلك العلاقة بواسطة دراسة التأثير المحدد لأوجه الرضاء الوظيفي، إضافة الى اقتراح مجموعة برامج تدريبية متخصصة للعاملين في البنوك الكويتية. وقد تبين من الدراسة ان كلا من الرضاء الوظيفي والفعالية الفردية لها تأثير مباشر وإيجابي على جودة الخدمة المقدمة للعملاء في البنوك. وان العوامل الداخلية للرضاء الوظيفي لها تأثير اكبر من العوامل الخارجية على جودة الخدمة، وكلما تم التركيز على الارتباط بين الرضاء الوظيفي وجودة الخدمة، كلما يصبح بالإمكان رفع مستوى نتائج العمل باستخدام معايير تطوير الرضاء الوظيفي لدى العاملين.

The primary purpose of the study was to investigate the relationship between two cognitive constructs (job satisfaction and self-efficacy) at the individual level of analysis; to test the link between the two cognitive constructs to perceived service quality and to provide further information regarding the relationship by investigating the specific effects of job satisfaction. Employees from nine organizations in the banking sector were chosen for sample. A total number of 6000 customers were approached and SERVQUAL instrument was used for analysis. The study proposes that both job satisfaction and self-efficacy have a direct and positive effect on service quality and that intrinsic job satisfaction facets have a large effect on service quality rather than extrinsic. The study improved on previous studies on job satisfaction and service quality in many ways. It assessed the variable relationships at the individual, rather than the group level of analysis. It added to the present knowledge by including certain individual difference variables in the model to control for their effects so that the true effects of the variables could be assessed. It tested the hypothesis in a structural equation model, which improves upon previous methodology by allowing for the estimation of multiple and interrelated dependence relationships and by increasing the reliability of measures through the use of separate measurement and structural models. Rather than just using a global job satisfaction measure, this study investigated the effects of individual facets of job satisfaction on service quality to determine if certain facets better predict service quality than others. The study reinforces the importance of employee job satisfaction and provides information and recommendations on the study of its effects on the organization.