A STUDY OF THE FACTORS AFFECTING JOB SATISFACTION IN A SERVICE-ORIENTED ORGANISATION

Abstract

The success of an organisation and how well it functions are related to the level job satisfaction of among its staff. This study was carried out to determine the level of satisfaction/dissatisfaction among staff in the various departments of a service-oriented organisation. From this, causes of dissatisfaction were identified. The study explored the relationship between job satisfaction and various demographic variables. The study also examined the convergent and discriminant validities of the different methods of measuring overall job satisfaction. l survey guestionnaire was used to elicit response from 419 staff membersof the organisation. Data collected included demographic data, degree of satisfaction with selected job factors, the importance the respondents placed on each of these job factors, degree of satisfaction with the 5 job facets of work, supervision, co-worker, pay and promotion as measured by the Job Descriptive Index and the global overall job satisfaction measure. The results of the study showed that there were considerable convergent and discriminant validities between different method of measuring overall job satisfaction (viz. OJS measured by aggregating importance weighted job factors satifaction and JDI). The demographic factors were found to have some influence on job satisfaction levels. Employees were found to be most satisfied with the job factor of co-worker and least satisfied with the job factors of pay and promotion. The results showed that there was no homogeneity in the job satisfaction levels among staff of the various departments. Different sets of factors caused dissatisfaction in different departments. Based on the findings of the study, remedial actions were recommended.