Examining Employee Satisfaction by Means of the Importance-Performance and the Servqual Scales

Iwona Markowicz

doi:10.2478/v10031-009-0021-7

.blurhash-client-img { display: none !important; }

Examining Employee Satisfaction by Means of the Importance-Performance and the Servqual Scales

Folia Oeconomica Stetinensia

Volume 8 (2009): Issue 1 (January 2009)

By: Iwona Markowicz

Open Access

|Oct 2010

Abstract

Satisfaction of workers employed in a Local Government Units (LGU) has the influence on the image of the office as an organisational unit that provides services to the public. There is a relation between the employee and the customer satisfaction. The aim of the article is to present the application of the importance-performance and the SERVQUAL scales in the evaluation of the employee satisfaction. Presented research results are a part of the project carried out in the West Pomeranian province.

References

Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52.
Search in Google Scholar
Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64.
Search in Google Scholar
Sagan, A. (2004). Jeden obraz ukazuje więcej niż 10 liczb, czyli jak budować mapy zadowolenia klienta z wykorzystaniem programu STATISTICA. StatSoft Polska.
Search in Google Scholar
Sagan, A. (2003). Skale jako podstawowy instrument pomiaru w badaniach satysfakcji i lojalności. StatSoft Polska.
Search in Google Scholar
Walesiak, M. (1996). Metody analizy danych marketingowych. Warszawa: Wydawnictwo Naukowe PWN.
Search in Google Scholar
European Primer on Customer Satisfaction Management (2008). Warszawa: Kancelaria Prezesa Rady Ministrów.
Search in Google Scholar