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 de...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Kharazmi University
2014-11-01
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| Series: | International Journal of Supply and Operations Management |
| Subjects: | |
| Online Access: | http://www.ijsom.com/article_2175_db5e29469d98b47c36a782bc9ed8cf5b.pdf |
| _version_ | 1818664223741313024 |
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| author | Shun-Hsing Chen Ming-Che Chen |
| author_facet | Shun-Hsing Chen Ming-Che Chen |
| author_sort | Shun-Hsing Chen |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-12-17T05:29:20Z |
| format | Article |
| id | doaj.art-493acdaf624041f89323897fdd1d144f |
| institution | Directory Open Access Journal |
| issn | 2383-1359 2383-2525 |
| language | English |
| last_indexed | 2024-12-17T05:29:20Z |
| publishDate | 2014-11-01 |
| publisher | Kharazmi University |
| record_format | Article |
| series | International Journal of Supply and Operations Management |
| spelling | doaj.art-493acdaf624041f89323897fdd1d144f2022-12-21T22:01:47ZengKharazmi UniversityInternational Journal of Supply and Operations Management2383-13592383-25252014-11-011331432710.22034/2014.3.042175Improving Employee Satisfaction Priority through Performance Control MatrixShun-Hsing Chen0Ming-Che Chen1Yu-Da of Science and Technology University, TaiwanChung Yuan Christian University, Taoyuan, TaiwanThe 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.http://www.ijsom.com/article_2175_db5e29469d98b47c36a782bc9ed8cf5b.pdfemployee satisfactionimportance-performance analysis (ipa)performance control matrix (pcm)service quality |
| spellingShingle | Shun-Hsing Chen Ming-Che Chen Improving Employee Satisfaction Priority through Performance Control Matrix International Journal of Supply and Operations Management employee satisfaction importance-performance analysis (ipa) performance control matrix (pcm) service quality |
| title | Improving Employee Satisfaction Priority through Performance Control Matrix |
| title_full | Improving Employee Satisfaction Priority through Performance Control Matrix |
| title_fullStr | Improving Employee Satisfaction Priority through Performance Control Matrix |
| title_full_unstemmed | Improving Employee Satisfaction Priority through Performance Control Matrix |
| title_short | Improving Employee Satisfaction Priority through Performance Control Matrix |
| title_sort | improving employee satisfaction priority through performance control matrix |
| topic | employee satisfaction importance-performance analysis (ipa) performance control matrix (pcm) service quality |
| url | http://www.ijsom.com/article_2175_db5e29469d98b47c36a782bc9ed8cf5b.pdf |
| work_keys_str_mv | AT shunhsingchen improvingemployeesatisfactionprioritythroughperformancecontrolmatrix AT mingchechen improvingemployeesatisfactionprioritythroughperformancecontrolmatrix |