טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentBoker Faran Limor
SubjectAre Customers Satisfied when Employees are Satisfied? Links
between Employee Satisfaction and Commitment and
Customer Satisfaction
DepartmentDepartment of Industrial Engineering and Management
Supervisor Dr. Iris Cohen-Kaner
Full Thesis text - in Hebrew Full thesis text - Hebrew Version


Abstract

Employee satisfaction and organizational commitment have been a topic of discussion in the literature for many years, and the subject of numerous studies. The implications of employee attitudes, on organizational performance in general and customer satisfaction in particular, are of interest to managers HR managers, whose activities are designed to affect employee attitudes. In today's world, when competitive advantages are quickly adopted by competitors, customer perceptions of service quality have become a strategic asset supporting organizational survival and prosperity over time. Customer perceptions are first and foremost dependent on the behaviors of the organizational employees with whom they come into contact. In recent years, numerous studies confirm a positive relationship between organizational performance, including customer satisfaction, on one hand, and employee satisfaction and commitment, on the other.

The goals of this study are:

a.       To examine the existence of links between employee satisfaction and organizational commitment, on one hand, and customer satisfaction, on the other, in a public healthcare organization in Israel.

b.      To examine variance in these links as a function of organizational roles (i.e., laboratory, administrative and nursing functions). To the best of our knowledge, this issue has been less studied.

For the purpose of the study, data from two populations were collected and subsequently analyzed using two separate organizational surveys: employee satisfaction survey and patient satisfaction survey. The present study examines employee and patient satisfaction at the organizational business unit level and therefore used average business unit scores.

Findings:

No correlation was found between employee commitment and patient satisfaction on the business unit level.  

A medium-low statistically significant correlation was found between average global employee satisfaction, and the average patient satisfaction of attitude and caring, and length of waiting, two indices which we assumed are under employees' control.

The correlation between employee satisfaction and patient satisfaction, by job, showed Strong and statistically significant correlations. For administrative functions -with patient satisfaction pertaining to length of waiting, for laboratory functions - with the attitude and caring indices of patient satisfaction, for nurses' clinics - a strong and negative correlation was found with patient satisfaction pertaining to orderly and fair queue management.

Explanations were suggested for these findings.

The findings of the present study are consistent with other studies and offer a new contribution in the differences obtained in the direction and strength of the correlations obtained by drilling down the data analysis to the job level.