Examining Employee Satisfaction by Means of the Importance-Performance and the Servqual Scales

• Authors: Iwona Markowicz
• Languages of publication: EN

Abstracts

EN

Satisfaction of workers employed in a Local Government Units (LGU) has the influence on the image of the office as an organisational unit that provides services to the public. There is a relation between the employee and the customer satisfaction. The aim of the article is to present the application of the importance-performance and the SERVQUAL scales in the evaluation of the employee satisfaction. Presented research results are a part of the project carried out in the West Pomeranian province.

Keywords

EN

local government; job satisfaction; marketing; scales

• Publisher: Sciendo
• Journal: Folia Oeconomica Stetinensia
• Year: 2009
• Volume: 8
• Issue: 1
• Pages: 57-70

Dates

published

2009-01-01

online

2010-10-14

Contributors

author

Iwona Markowicz

• Faculty of Economics and Management, University of Szczecin, Mickiewicza 64, 71-101 Szczecin

References

• Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52.
• Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64.
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• Sagan, A. (2003). Skale jako podstawowy instrument pomiaru w badaniach satysfakcji i lojalności. StatSoft Polska.
• Walesiak, M. (1996). Metody analizy danych marketingowych. Warszawa: Wydawnictwo Naukowe PWN.
• European Primer on Customer Satisfaction Management (2008). Warszawa: Kancelaria Prezesa Rady Ministrów.

Identifiers

DOI

10.2478/v10031-009-0021-7