The focus of this study is to integrate SERVQUAL with a national customer satisfaction index, in this context, the Extended Performance Satisfaction Index Rating framework (EPSI Rating), the European ...counterpart to the American Customer Satisfaction Index, and to explore the possible relationship with consumer sentiment measures. The data for this study come from the Danish Customer Satisfaction Index 2007. Here approximately 1700 customers evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement, as well as 15 statements covering the five dimensions from SERVQUAL. Furthermore, the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and consumer sentiment will be valuable additions to the EPSI Rating framework.
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This paper analyses the time dependency as well as industry differences of the drivers
of customer satisfaction and customer loyalty in the EPSI rating framework. The analysis is
carried out on data ...from Danish mobile phone companies, banks and supermarkets from 2000 to
2002. The analyses indicated that the model structure of the EPSI Rating framework is stable
across industries as well as stable across time with respect to the overall effects on customer
loyalty. The analyses furthermore revealed that there is an increasing effect of image on customer
satisfaction over the three year time span and that service quality is more important for banks
than for supermarkets. Finally the overall effect of expectation turned out to be insignificant.
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Purpose - This paper aims to focus on the relationship between job satisfaction and national culture. Many studies have reported differences in job satisfaction between countries but none has ...included national culture as a mediating variable. The paper seeks to attempt to do exactly that by relating data from the European Employee Index™ to Hofstede's national scores on five dimensions of national culture.Design methodology approach - The analysis covers 22 nations with a job satisfaction sample size of more than 25,000 respondents. The satisfaction data are subsequently related to Hofstede's national scores on five dimensions of national culture.Findings - The analysis demonstrates that national culture does influence the result of job satisfaction studies.Research limitations implications - It is important to note that the managerial implications of these findings are limited to some extent. A multinational company conducting job satisfaction studies in different national settings cannot influence the scores on the cultural dimensions. There are no managerial actions that can be taken to eliminate the influence that national culture has on a job satisfaction study.Practical implications - The managerial consequences are that it is virtually meaningless to compare the results from a cross-national job satisfaction study without considering the impact that national culture has on the results. It would be much better to follow Deming's advice on performance appraisal. According to this organizational units from different cultures should be evaluated in relation to their ability to improve job satisfaction instead of being compared without taking national culture into account.Originality value - The paper gives a theoretical explanation for the influence that national culture has on national job satisfaction levels as well as on other evaluations of job-related aspects and confirms the theoretical considerations through empirical analyses.
This paper studies differences in job satisfaction and intrinsic work motivation between employees with different characteristics. Based on a study of the literature assumptions regarding these ...differences are developed and tested on data from a survey in the Nordic countries. In this survey 9,623 employees from randomly selected households in the Nordic countries participated. Among the findings are that Danish workers were found to be the most satisfied and that there is no difference between the genders with respect to job satisfaction in the Nordic countries.
Determinants of absenteeism in a large Danish bank Kristensen, Kai; Jørn Juhl, Hans; Eskildsen, Jacob ...
International journal of human resource management,
20/9/1/, Volume:
17, Issue:
9
Journal Article
Peer reviewed
An empirical study of the determinants of absenteeism in a large Danish bank is performed. The study is based on information from approx. 7,000 employees in 500 different units. Based on a review of ...the absence literature a model combining the psychological and economic approaches to absence studies is constructed. The model is based on hedonic theory and uses the frequency metric when measuring absence. The results of the empirical study show that there is indeed a significant negative relationship between job satisfaction and absence. Furthermore, the study shows that demographic variables for both employees and employers play an important role for the frequency of absence. One very interesting result is that the absenteeism for employees is very clearly related to observed absence by the unit manager.
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17.
The criterion weights of the EFQM excellence model Eskildsen, Jacob K; Kristensen, Kai; Jørn Juhl, Hans
The International journal of quality & reliability management,
11/2001, Volume:
18, Issue:
8
Journal Article
Peer reviewed
This paper examines the weight structure of the EFQM excellence model. This is done through a survey among 756 chief executive officers from Danish companies who responded to a self-assessment ...questionnaire. The data from this survey have been analysed through factor score regression based on confirmatory factor analysis on 5,000 bootstrapped samples. The analysis shows that the perceived criterion weights vary from the current allocation in the EFQM excellence model. This deviation is so substantial that the allocation of weights between the enabler and the result block vary considerably from the actual allocation in the EFQM excellence model. Furthermore, it seems as if Danish companies perceive the enabler criteria as equally important but this is not the case for the result criteria.
Based on a review of the literature within the field of job satisfaction and organizational commitment this paper proposes a generic model for measuring employee perceptions. The model consists of ...seven latent constructs operationalised through 29 manifest indicators. This model is subsequently tested on data from a questionnaire survey to which approximately 9,600 employees from the Nordic countries responded. The statistical technique applied for this analysis is partial least squares (PLS), which is well suited for structural equation modelling when the focus is on prediction. The results support the structure of the suggested generic model but reveals differences between the Nordic countries with regard to strength of the relationships as well as the average case value of the seven latent constructs.
Enhancing importanceperformance analysis Eskildsen, Jacob K.; Kristensen, Kai
International journal of productivity and performance management,
01/2006, Volume:
55, Issue:
1
Journal Article
Peer reviewed
Purpose The interpretation of the importanceperformance map is based on an assumption of independence between importance and performance but many studies question the validity of this assumption. The ...aim of this research is to develop a new typology for job satisfaction attributes as well as a new importanceperformance map that can be an aid for organizations when they prioritize their improvement actions based on a job satisfaction study. Designmethodologyapproach A typology for possible relationships between importance and performance in job satisfaction studies is developed based on theoretical considerations. This typology is then applied and validated on approximately 10,000 responses from the European Employee Index 2002. Ultimately a new importanceperformance map for priority setting in job satisfaction studies is developed based on the new typology for possible relationships between importance and performance. Findings The result of this analysis showed that the assumption of independence between the importance and performance is invalid in certain situations. Research limitationsimplications The subsets in the analysis are not all independent since a respondent may appear in more than one subset. This is a problem with the data generating process that to some extent might influence the analysis. Practical implications Profound impact on the way that the importanceperformance map should be interpreted since nonproportional attributes will move both vertically as well as horizontally in the traditional importanceperformance map as performance changes. Originalityvalue This paper gives a theoretical explanation for the presence of nonproportional satisfiers and develops a new importanceperformance map that takes the presence of nonproportional satisfiers into account.
Based on a review of the literature within the field of job satisfaction and organizational commitment this paper proposes a generic model for measuring employee perceptions. The model consists of ...seven latent constructs operationalised through 29 manifest indicators. This model is subsequently tested on data from a questionnaire survey to which approximately 9,600 employees from the Nordic countries responded. The statistical technique applied for this analysis is partial least squares (PLS), which is well suited for structural equation modelling when the focus is on prediction. The results support the structure of the suggested generic model but reveals differences between the Nordic countries with regard to strength of the relationships as well as the average case value of the seven latent constructs.
