IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v27y2019i1p1-16.html
   My bibliography  Save this article

Developing a model for classifying employee behaviour based on job satisfaction and loyalty using gap analysis and loyalty matrix with a case study in the gas industry

Author

Listed:
  • Afshin Jahanbazi Goujani
  • Arash Shahin
  • Ali Nasr Isfahani
  • Ali Safari

Abstract

The main aim of this study is to identify the dimensions of employee job satisfaction and loyalty and to classify employees based on these two factors using the concepts and approaches of customer satisfaction and loyalty. For this purpose, a mixed research method has been conducted by which, the senior managers of Isfahan Province Gas Company have been interviewed and a thematic analysis has been performed. A questionnaire has been developed and used for data collection. Quantitative analysis has been done and research hypotheses have been tested using SPSS 21 software. Findings imply that the gap between expectations and perceptions regarding job satisfaction dimensions is significant and the level of job satisfaction is lower than the average. Moreover, given the high level of employee loyalty, it is determined that most of the employees are classified in the hostage category.

Suggested Citation

  • Afshin Jahanbazi Goujani & Arash Shahin & Ali Nasr Isfahani & Ali Safari, 2019. "Developing a model for classifying employee behaviour based on job satisfaction and loyalty using gap analysis and loyalty matrix with a case study in the gas industry," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 27(1), pages 1-16.
    • Handle: RePEc:ids:ijpqma:v:27:y:2019:i:1:p:1-16
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=99627
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:27:y:2019:i:1:p:1-16. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.