Contents & References of The relationship between employee job satisfaction and customer satisfaction
List:
Table of Contents
Chapter One
1-1) Introduction. 1
1-2) statement of the problem. 2
1-3) Necessity and importance of research. 4
1-4) research objectives. 5
1-5) research questions. 6
1-6) Theoretical framework of the research. 7
1-7) research hypotheses. 7
1-8-1) theoretical definitions of variables 8
1-8-2) operational definitions of variables 8
1-9) research area. 10
Chapter Two
2-1) Customer satisfaction. 14
2-1-1) Definitions of customer satisfaction. 16
2-1-2) functional satisfaction and psychological satisfaction. 19
2-1-3) Benefits of customer satisfaction. 20
2-1-4) Relationship between customer satisfaction and loyalty. 22
2-2) The importance of customer satisfaction. 24
2-3) measuring customer satisfaction. 25
2-4) methods of measuring customer satisfaction. 29
2-4-1) Customer satisfaction indicators at the international level. 29
2-4-1-1) Customer satisfaction index model in America 30
2-4-1-2) Customer satisfaction index model in Europe 31
2-4-1-3) Swiss national customer satisfaction index. 32
2-4-1-4) National customer satisfaction index model in Malaysia. 33
2-4-1-5) Customer satisfaction index model in Hong Kong. 34
2-5) Objectives and benefits of compiling the customer satisfaction index. 35
2-2) Perceived commitment of employees. 38
2-2-1) Definitions of commitment. 41
2-2-2) dimensions of organizational commitment. 41
2-2-3) Factors affecting organizational commitment. 43
2-3) job satisfaction. 46
2-3-1) The concept of job satisfaction. 47
2-3-2) definitions of job satisfaction. 48
2-3-3) satisfaction and motivation. 49
2-3-4) Effects of job satisfaction on employee performance. 50
2-3-5) Manager-employee relationship. 52
2-3-6) Job security. 53
2-3-7) Performance evaluation process. 54
2-3-8) Job satisfaction of employees and customer satisfaction. 54
2-4) Determinants of job satisfaction. 54
2-4-2) equality of rights and benefits 55
2-4-3) suitable working conditions. 55
2-4-4) Mosad colleagues. 56
2-4-5) Suitability of job to individual. 56
2-4-1) Definition of the word conflict. 58
2-4-1-1) Role conflict. 58
2-4-2) Completeness of conflict thought. 59
2-4-2-1) traditional view. 59
2-4-2-2) Human relations view of conflict. 60
2-4-2-2) interaction perspective. 60
4-2-3) Conflict: constructive or destructive. 61
4-2-4) conflict process. 61
2-5) role ambiguity. 69
2-6-1) Internal research. 72
2-6-2)) Foreign research. 73
Chapter Three
3-1) Introduction. 75
3-2) Research implementation process. 76
3-3) research method. 76
3-4-1) Statistical population and sampling method. 77
3-4-2) sample size. 77
3-5) Data collection tool 78
3-6) Validity and reliability of the questionnaire. 80
3-7) Data analysis method 82
Chapter four
4-1) Introduction. 90
4-2) descriptive statistics. 90
4-2-1) Demographic analysis of the sample. 90
4-2-1-1) Customer gender. 91
4-2-1-2) Customer's education level. 92
4-2-1-3) Marital status of the customer. 93
4-2-1-4) Age of Jupiter. 94
4-2-2-1) Gender. 95
4-2-3) Description of the main research variables. 99
4-2-3-1) Ambiguity of role. 99
4-2-3-2) Role conflict. 100
4-2-3-3) job satisfaction. 101
4-2-3-4) commitment workers. 102
4-2-3-5) Customer satisfaction. 103
4-4) Test of research hypotheses. 104
4-4-1) Research model test. 104
4-3-2) Model fit indices. 106
Chapter Five
5-1) Introduction. 110
5-2-1) Results of descriptive statistics. 110
5-2-2) Discussion and results of inferential statistics. 111
5-3) practical suggestions based on research findings. 112
5-4) Suggestions for future research. 116
5-6) research limitations. 116
Appendices
Appendix 1: Questionnaire questions. 127
Appendix 2: output of spss software. 134
Appendix 3: lisrel software output 149
List of bugs
Figure 2-1) Six modes of relationship between satisfaction and loyalty. 23
Figure 2-2) Satisfaction cycle. 27
List of tables
Table 2-1) different regions of the four-part diagram. 28
Table 2-2) conflict management techniques. 65
Table 3-1) characteristics of the response spectrum65
Table 3-1) Attributes of the response spectrum of the environmental questionnaire. 79
Table 2-3) Combination of questionnaire questions. 79
Table 1-4) Gender frequency table. 91
Table 4-2) Education level frequency table. 92
Table 4-3) frequency table of marital status. 93
Table 4-4) Age frequency table. 94
Table 5-4) Frequency table of gender of employees. 95
Table 6-4) frequency table of education level of employees. 96
Table 4-7) frequency table of marital status of employees. 97
Table 4-8) Frequency table of age of employees. 98
Table 4-9) description of role ambiguity variable. 99
Table 10-4) description of role conflict variables. 100
Table 11-4) description of job satisfaction variable. 101
Table 12-4) variable description of employee commitment. 102
Table 13-4) description of customer satisfaction variables. 103
Table 14-4) Model fit indices. 107
Table 15-4) The results of research hypothesis testing. 107
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