JOB SATISFACTION, SERVICE QUALITY AND THE CUSTOMER SATISFACTION IN THE IT SECTOR OF KARACHI

Muhammad Muzammil GHAYAS; Javed HUSSAİN

doi:https://doi.org/10.18769/ijasos.94556

Makale detayları

JOB SATISFACTION, SERVICE QUALITY AND THE CUSTOMER SATISFACTION IN THE IT SECTOR OF KARACHI

Yazarlar:

Muhammad Muzammil GHAYAS | Javed HUSSAİN

Dergi:

IJASOS- International E-journal of Advances in Social Sciences 2015 Vol.1 Issue 3, pp.443-451

Belge Tipi:

Makale

Yayın Tarihi:

12/2015

Belge Dili:

İngilizce

Document ID (Org No.):

2000717539

DOI:

https://doi.org/10.18769/ijasos.94556

Özet:

 


This research investigates the relationship between the job satisfaction and the customer satisfaction. Data were collected from 316 employees of IT sector who works for the support contracts and their respective contact persons of the clients they work for. Hence there were 632 respondents in all. Structural Equation Modeling (SEM) was used as the statistical technique. Results indicate that all eight job satisfaction facets studied in the research have significant positive impact on Customer Satisfaction and the Service Quality. Moreover, it is also found that the Service Quality partially mediates the relationship between all the studied job satisfaction facets and the Customer satisfaction.

Keywords: Job Satisfaction, Customer Satisfaction, Service Quality, IT Sector, Karachi.

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Makale detayları

JOB SATISFACTION, SERVICE QUALITY AND THE CUSTOMER SATISFACTION IN THE IT SECTOR OF KARACHI

Yazarlar: Muhammad Muzammil GHAYAS | Javed HUSSAİN

Dergi: IJASOS- International E-journal of Advances in Social Sciences 2015 Vol.1 Issue 3, pp.443-451

Belge Tipi: Makale

Yayın Tarihi: 12/2015

Belge Dili: İngilizce

Document ID (Org No.): 2000717539

DOI: https://doi.org/10.18769/ijasos.94556

Sayı

Yazarlar:

Muhammad Muzammil GHAYAS | Javed HUSSAİN

Dergi:

IJASOS- International E-journal of Advances in Social Sciences 2015 Vol.1 Issue 3, pp.443-451

Belge Tipi:

Makale

Yayın Tarihi:

12/2015

Belge Dili:

İngilizce

Document ID (Org No.):

2000717539

DOI:

https://doi.org/10.18769/ijasos.94556