|M.Sc Student||Boker Faran Limor|
|Subject||Are Customers Satisfied when Employees are Satisfied? Links|
between Employee Satisfaction and Commitment and
|Department||Department of Industrial Engineering and Management||Supervisor||Dr. Iris Cohen-Kaner|
|Full Thesis text - in Hebrew|
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.
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.