The development and empirical validation of the Employee Satisfaction Index model

Abstract

People are the most important asset of any organisation' is a highly over-used and under-believed statement. We spend an inordinate amount of time and energy focusing on customer experience, without giving thought to employee satisfaction. Yet employee satisfaction is paramount, because it will determine the success or failure of what the customer experiences. This study proposes an Employee Satisfaction Index (ESI) model with an aim of simplicity, diagnostics and comparability that can explore the causal relationship of employee satisfaction. We surveyed 132 employees working for a high-tech firm. High-tech firms often find themselves operating in business environments fraught with unprecedented, unparalleled, unrelenting, and largely unpredictable change. Therefore, a company's success depends on its ability to attract and continually motivate their employees to contribute their knowledge. Partial Least Squares (PLS) was used to test the theoretical model and to derive an ESI score.

Exploring working conditions as determinants of job satisfaction: an empirical test among Catalonia service workers

“…In the recent literature on job satisfaction, there is abundant evidence that this variable contributes to improving both worker performance and company results (Snipes, Oswald, LaTour, & Armenakis, 2005;Hsu & Wang, 2008;Taris, Schreurs, Eikmans, & van Riet, 2008;Ritter & Anker, 2002;Hung & Wong, 2007;Tian & Pu, 2008), especially in the service sector (Lim, Ribeiro, & Lee, 2008;Brown & Lam, 2008;Noblet et al, 2005;Linz, 2003;Scott, Gravelle, Simoens, Bojke, & Sibbald, 2006;Kuo, 2007;Li et al, 2008;Love, Irani, Standing, & Themistocleous, 2007;Shiu & Yu, 2010). Other studies consider satisfaction as a dependent variable which is expressed in terms of specific conditions in the organizational context.…”

“…In relation to this, other working conditions used in previous research, albeit with lower frequency, are: job insecurity, the meaning of the tasks undertaken, role clarity, quality of leadership, predictability and recognition of a job well done (Hsu & Wang, 2008;Moncada Lluis, Llorens Serrano, Font Corominas, Galtes Camps, & Navarro Gine, 2008;Karasek et al, 1998;Tummers et al, 2002;Uppal, 2005;Wakkee, Elfing, & Monaghan, 2010).…”

“…Other studies consider satisfaction as a dependent variable which is expressed in terms of specific conditions in the organizational context. However, a considerable amount of work remains to be done before researchers can propose, or validate, realistic and complete models of the way that workers experience work conditions and how this affects their level of satisfaction (Hsu & Wang, 2008;Petrescu & Simmons, 2008).…”

Validacion De Las Escalas Del Job Diagnostic Survey (Jds) Aplicadas a Entornos Educativos Universitarios

“…La satisfacción ha sido estudiada satisfactoriamente tanto como una medida multidimensional (Hackman y Oldham, 1976;Hartman y Schmidt, 1995;Meliá et al, 1990;), como unidimensional (Autor, 2013bBergkvist y Rossiter, 2007;Hsu y Wang, 2008;Petrescu y Simmons, 2008; . Desde esta perspectiva, la satisfacción se ha relacionado con la percepción que tiene el estudiante de las características de las actividades académicas, la autonomía, (Mason, 2012), con la relación con el profesor y el grado de personalización de la clase, con el cumplimiento de metas y el trabajo con otros .…”

“…La satisfacción ha sido estudiada satisfactoriamente tanto como una medida multidimensional (Hackman y Oldham, 1976;Hartman y Schmidt, 1995;Meliá et al, 1990;), como unidimensional (Autor, 2013bBergkvist y Rossiter, 2007;Hsu y Wang, 2008;Petrescu y Simmons, 2008;. Varios autores han tratado de determinar los factores que están relacionados con la satisfacción.…”