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Does Job Satisfaction Always Affect Customer Satisfaction?: Case Study - (SSIO) Social Security Insurance Organization in Tehran

Author

Listed:
  • Mohammad Abdolshah

    (Engineering Department, Semnan Branch, Islamic Azad University, Semnan, Iran)

  • Ehsan Jafar Zadeh

    (Islamic Azad University E-Branch, Tehran, Iran)

  • Reza Talei

    (Islamic Azad University E-Branch, Tehran, Iran)

  • Ali Shirzadi

    (Islamic Azad University E-Branch, Tehran, Iran)

  • Seyed Amir Mohammad Khatibi

    (Industrial Management Department, Isfahan University, Iran)

Abstract

The purpose of this article is to investigate the relationship between job satisfaction (JS) and customer satisfaction (CS) in the Social Security Insurance Organization (SSIO) in Iran. The statistical population of this research is composed of employees and customers of Tehran SSIO. Two questionnaires were used to measure the variables of the research. A job descriptive index (JDI) & service quality (SERVQUAL) questionnaire are used to measure JS and CS. Data are analyzed using Pearson Correlation Coefficient and regression analysis. The results indicated that there is no significant relationship JS and CS of Tehran Social SSIO (P > 0.05). Among all the research variables, only satisfaction from colleagues, employee satisfaction and satisfaction with management performance were able to predict CS from the services of the SSIO. Service satisfaction and satisfaction from colleagues also have the ability to predict satisfaction with management performance. In the end, only satisfaction with management performance and service satisfaction has been a significant predictor of CS.

Suggested Citation

  • Mohammad Abdolshah & Ehsan Jafar Zadeh & Reza Talei & Ali Shirzadi & Seyed Amir Mohammad Khatibi, 2018. "Does Job Satisfaction Always Affect Customer Satisfaction?: Case Study - (SSIO) Social Security Insurance Organization in Tehran," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 9(2), pages 62-78, April.
    • Handle: RePEc:igg:jcrmm0:v:9:y:2018:i:2:p:62-78
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