Improving Employee Satisfaction Priority through Performance Control Matrix

Authors

Abstract:

The study addresses Performance Control Matrix (PCM) to determine service quality items of priority for improvement. Most businesses focus on customer satisfaction when undertaking surveys of satisfaction and dissatisfaction, while generally neglecting employee satisfaction. Therefore, this study develops an integrated model to improve service quality in Taiwanese finance industry employees. A questionnaire is designed to determine the priority of improvement objectives derived from certain questionnaire items that fall into the improvement zone of the PCM. Ten items are found to fall into the improvement zone of the PCM. The present results show that the finance industry employees surveyed in Taiwan were dissatisfied with their job security, salaries, annual bonus, and fair distribution of operational profits. The ten improvement items mostly belong to two dimensions - ‘Pay and Benefits’ and ‘Motivation’. The managers of the financial institutions should seek to improve these quality attributes by devoting more resources to these items, thus promoting employee satisfaction.

Upgrade to premium to download articles

Sign up to access the full text

Already have an account?login

similar resources

improving employee satisfaction priority through performance control matrix

the study addresses performance control matrix (pcm) to determine service quality items of priority for improvement. most businesses focus on customer satisfaction when undertaking surveys of satisfaction and dissatisfaction, while generally neglecting employee satisfaction. therefore, this study develops an integrated model to improve service quality in taiwanese finance industry employees. a ...

full text

Improving Mobile IP Performance Through Priority Scheduling

The increasing number of portable computers, combined with the growth of wireless services, makes supporting Internet mobility important. Since a mobile node always changes its point of attachment to the Internet, it may cross a cell boundary during data transmission process. Packets sequence disruption during handover procedure may result in decreasing network performance especially in higher ...

full text

A Contextual Study of Links between Employee Satisfaction, Employee Turnover, Customer Satisfaction and Financial Performance

An essential aspect of the balanced scorecard is the articulation of the links between nonfinancial measures such as employee satisfaction and customer satisfaction and financial measures of performance. However, there is little evidence documenting the link between employee satisfaction and customer satisfaction, and their impact on financial performance. Using cross-sectional data on a sample...

full text

Improving congestion control performance through loss differentiation

Linear Increase/Multiplicative Decrease (LIMD) has typically been the congestion control paradigm of choice in the Internet. However, a major drawback of LIMD is that it reacts identically (and aggressively) to all packet losses, irrespective of the cause of loss. In this paper, we try to augment the basic LIMD congestion control with additional mechanisms to predict the cause of packet losses ...

full text

Prosocial Bonuses Increase Employee Satisfaction and Team Performance

In three field studies, we explore the impact of providing employees and teammates with prosocial bonuses, a novel type of bonus spent on others rather than on oneself. In Experiment 1, we show that prosocial bonuses in the form of donations to charity lead to happier and more satisfied employees at an Australian bank. In Experiments 2a and 2b, we show that prosocial bonuses in the form of expe...

full text

Improving higher education through student satisfaction surveys

Along with the educational expansion and the increasing demand regarding accountability for the outcomes of higher education institutions, a great emphasis is put on students' feedback. The present paper is focused on the educational results obtained by the implementation of student satisfaction surveys in a Romanian university. The survey instruments measure three dimensions (the teaching and ...

full text

My Resources

Save resource for easier access later

Save to my library Already added to my library

{@ msg_add @}


Journal title

volume 1  issue 3

pages  314- 327

publication date 2014-11

By following a journal you will be notified via email when a new issue of this journal is published.

Keywords

No Keywords

Hosted on Doprax cloud platform doprax.com

copyright © 2015-2023