scholarly journals Factors Influencing A Customer-Service Culture In A Higher Education Environment

2004 ◽  
Vol 2 (2) ◽  
Author(s):  
Jacques Liebenberg ◽  
Neil Barnes
Keyword(s):  
Higher Education ◽  
Job Satisfaction ◽  
Customer Service ◽  
Organisational Culture ◽  
Learner Satisfaction ◽  
Staff Members ◽  
Education Environment ◽  
Customer Care ◽  
The Relationship

The higher education environment is experiencing significant changes, and the focus is moving to competitiveness and customer care. The role of organisational culture and job satisfaction in the delivery of quality customer service was investigated in this study. The indications are that a relationship should exist between organisational culture and learner satisfaction, but it transpired that the relationship between staff members’ job satisfaction and learner satisfaction was not significant. An evaluation of a proposed learner-satisfaction model revealed interesting dynamics influencing relationships between the core dimensions studied. OpsommingDie hoëronderwysomgewing is besig om betekenisvol te verander, en die fokus is besig om na mededingendheid en kliëntesorg te verskuif. Die rol van organisasiekultuur en werksbevrediging in die lewering van hoëgehaltekliëntediens is in hierdie studie ondersoek. Daar is aanduidings dat daar ’n verband tussen organisasiekultuur en leerdertevredenheid is, maar dit het geblyk dat daar nie ’n betekenisvolle verband tussen werksbevrediging en leerdertevredenheid is nie. ’n Evaluering van ’n voorgestelde leerdertevredenheidsmodel het interessante dinamika wat die verhouding tussen die kerndimensies van die studie beïnvloed, aan die lig gebring.

Workplace deviant behavior among employees of Islamic-based universities in Lampung: the moderating role of Islamic workplace spirituality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eka Pariyanti ◽  
Andiana Rosid ◽  
Wiwiek Rabiatul Adawiyah
Keyword(s):  
Higher Education ◽  
Job Satisfaction ◽  
Organizational Justice ◽  
Islamic Law ◽  
Deviant Behavior ◽  
Workplace Spirituality ◽  
Content Type ◽  
The Relationship ◽  
Moderating Role

PurposeThe purpose of this study is to determine whether or not Islamic Workplace Spirituality (IWS) acts as a moderator in the relationship between Organizational Justice (OJ), Job Satisfaction (JS) and Workplace Deviant Behavior (WDB).Design/methodology/approachThis research was conducted at Islamic-based universities in Lampung, with 213 employees as respondents out of 456 population’s members. The sampling technique used was purposive sampling, and the data were collected directly from respondents using a self-administered questionnaire. The analysis method used to test the research hypothesis was moderated regression analysis (MRA).FindingsOut of six hypotheses proposed all were supported. This study confirmed the moderating role of Islamic Workplace Spirituality on the relationship of organizational justice and job satisfaction with workplace deviant behavior.Research limitations/implicationsThis study has several limitations on the self-report measures used, which may lead to general error bias. Also, because of the cross-sectional nature of data collection in this study, it can impact the inaccurate delineation of causal conclusions between the constructs examined (Clugston, 2000). Further research is suggested to conduct longitudinal research. This research was conducted in Lampung and is limited to religion-based agencies, limiting the generalizability of some findings in different places. Future studies are suggested to examine this construct in a broader scope. Generalizability problems were observed because people's responses to the questionnaires were so evident that they did not give importance to the research work, and they thought it was a waste of time to respond.Practical implicationsSince bearing the label “Islamic Higher Education” identifies them as part of Islamic education, all institutions that bear that label must follow Islamic law rulings in all of their operational activities. Islamic Spirituality in the Workplace (IWS) will make employees in organizations work on time and even manage their workload correctly. Having values related to spiritual constructs will make employees more ethical in understanding values and behavior, also increase trust among workers.Social implicationsISW will make employees in organizations/agencies work on time and even manage their workload correctly. Management must understand that an organization needs to create a healthy environment by providing organizational justice and reducing people's deviant behavior in the organization. Positive individual behavior shall increase the quality of one's social life.Originality/valueMost theories in human resources development in higher education came from the field of psychology while religious perspectives tend to be omitted. This study underlines some of the crucial advances and contributions in developing human resource management theory related to Islamic workplace spirituality as a strategy to mitigate employees' deviant behavior.

scholarly journals Job satisfaction in compensation, environment, discipline, and performance: evidence from Indonesia higher education

2018 ◽  
pp. 257
Author(s):  
Pramana Saputra ◽  
Achmad Sudiro ◽  
Dodi W. Irawanto ◽  
Idris Idris
Keyword(s):  
Higher Education ◽  
Job Satisfaction ◽  
Partial Least Square ◽  
Least Square ◽  
And Performance ◽  
The Relationship

This research aims to examine the role of job satisfaction in compensation, environment, discipline, and performance in Indonesia Higher Education, exactly in State Polytechnic of Banjarmasin (POLIBAN). To examine the hypotheses and mediator variabel, this research used <em>Partial Least Square</em> (PLS)<em>.</em> It found that of ten hypotheses tested, four hypeteses were negative and insignificant. In addition, the test of mediation, by PLS, also showed that Job satisfaction cannot mediate the relationship between compensation and performance. However, it can be a mediator for the relationship between environment or discipline and performance. These results confirmed and contradict to the previous studies conducted.

scholarly journals The Relationship between Organisational Culture and Job Satisfaction in Higher Education Institutions: The Bishkek Case

2021 ◽  
Author(s):  
Celalettin Serinkan ◽  
Mehmet Kiziloglu
Keyword(s):  
Higher Education ◽  
Job Satisfaction ◽  
Service Sector ◽  
Higher Education Institutions ◽  
Organisational Culture ◽  
Business World ◽  
University Employees ◽  
Factors Influencing ◽  
Medium Strength ◽  
The Relationship

Organisational culture and job satisfaction are crucial insofar as human resources are the most valuable resources organisations have in today's business world. Organisational culture encompasses the characteristics that unite and integrate employees of an organisation and distinguish them from employees of other institutions. An employee who has high job satisfaction is an employee who enjoys his/her job and is satisfied with the conditions provided by the organisation. By doing the best that they can do, employees with high job satisfaction ensure that the institution has a competitive advantage and, as a result, extends its life. In this study, questions about organisational culture, levels of job satisfaction and factors influencing them were examined in higher education institutions in Bishkek, Kyrgyzstan. Determining the relationship between organisational culture and job satisfaction in higher education institutions was also one of the objectives of this study. In this study, factors influencing organisational culture and job satisfaction in the case of higher education institutions in the service sector were investigated. In line with the research objective, a questionnaire was conducted in order to be able to explain the factors influencing organisational culture and job satisfaction of university employees and describe the relationship that exists, if any, between organisational culture and job satisfaction. Results showed that there is a significant linear and positive correlation between organisational culture and job satisfaction at a level of 47.2 %, which corresponded to a medium strength. In this case, an improvement in organisational culture will cause an increase in job satisfaction.

Coping Humor as a Mediator Between Emotional Intelligence and Job Satisfaction

2017 ◽  
Vol 16 (3) ◽  
pp. 155-159 ◽  
Author(s):  
Peizhen Sun ◽  
Jennifer J. Chen ◽  
Hongyan Jiang
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Future Research ◽  
Satisfaction Scale ◽  
Primary School Teachers ◽  
Mediating Role ◽  
Regulation Of Emotion ◽  
The Relationship ◽  
Overall Job Satisfaction

Abstract. This study investigated the mediating role of coping humor in the relationship between emotional intelligence (EI) and job satisfaction. Participants were 398 primary school teachers in China, who completed the Wong Law Emotional Intelligence Scale, Coping Humor Scale, and Overall Job Satisfaction Scale. Results showed that coping humor was a significant mediator between EI and job satisfaction. A further examination revealed, however, that coping humor only mediated two sub-dimensions of EI (use of emotion and regulation of emotion) and job satisfaction. Implications for future research and limitations of the study are discussed.

Mediasi Kepuasan Kerja dan Stres Kerja pada Hubungan antara Program Jamsostek dan Kinerja Karyawan Studi Kasus pada Perusahaan Swasta di DIY dan Solo

2013 ◽  
Vol 3 (1) ◽  
pp. 75
Author(s):  
Eny Sulistyowati ◽  
Totok Danangdjojo
Keyword(s):  
Job Satisfaction ◽  
Social Security ◽  
Job Stress ◽  
Work Stress ◽  
Program Performance ◽  
Social Security Program ◽  
Mediating Role ◽  
The Social ◽  
The Relationship

<span><em>This study aims to explain the influence of the Social Security </em><span><em>program on performance and job satisfaction and job stress as a mediating </em><span><em>variable. In addition, this study also describes the effect of job satisfaction on </em><span><em>the performance and the effect of work stress on performance. The relationship of </em><span><em>each variable in this research is to be measured by conducting a survey on 145 </em><span><em>employees of private companies that included in Social Security program on </em><span><em>DIY and Solo. Then the path analisys used to test the effect of social security </em><span><em>program performance in mediation by job satisfaction, performance and job stress</em><span><em>, job satisfaction, and examines the effect on the performance and the effect of </em><span><em>work stress on performance. The results showed that the social security program </em><span><em>significant positively affects job satisfaction and performance. Job satisfaction was </em><span><em>also positively and significantly affect performance. Even though mediating role </em><span><em>of job satisfaction in the relationship between social security program performance </em><span><em>partial. Because merely direct relationship between social security program with </em><span><em>greater performance than the mediating role of job satisfaction. Social Security </em><span><em>program did not significantly affect the stress of work, as well as job stress did </em><span><em>not significantly affect performance. Therefore, the mediating role of work stress </em><span><em>on the relationship between social security program with the performance did not </em><span><em>occur. Individual differences and work experience may be a factor that causes no </em><span><em>significant relationship between the two variables.</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span>

Role of burnout on job level, job satisfaction, and task performance

2017 ◽  
Vol 38 (5) ◽  
pp. 630-645 ◽  
Author(s):  
Won Ho Kim ◽  
Young-An Ra ◽  
Jong Gyu Park ◽  
Bora Kwon
Keyword(s):  
Job Satisfaction ◽  
Task Performance ◽  
Organizational Context ◽  
Content Type ◽  
Job Level ◽  
Mediating Role ◽  
Final Sample ◽  
The Relationship ◽  
And Task

Purpose The purpose of this paper is to examine the mediating role of burnout (i.e. exhaustion, cynicism, professional inefficacy) in the relationship between job level and job satisfaction as well as between job level and task performance. Design/methodology/approach The final sample included 342 Korean workers from selected companies. The authors employed the Hayes (2013) PROCESS tool for analyzing the data. Findings The results showed that all three subscales of burnout (i.e. exhaustion, cynicism, professional inefficacy) mediate the relationship between job level and job satisfaction. However, only two mediators (i.e. cynicism, professional inefficacy) indicated the mediating effects on the association between job level and task performance. Originality/value This research presented the role of burnout on the relationships between job level, job satisfaction, and task performance especially in South Korean organizational context. In addition to role of burnout, findings should prove helpful in improving job satisfaction and task performance. The authors provide implications and limitations of the findings.

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