Using SERVQUAL to Measure Employee Satisfaction: An Iranian Case Study

Proceedings of the 13th Asia Pacific Management Conference, Melbourne, Australia, 2007, 371-375

AUTHOR:
Mehran Nejati, Mostafa Nejati, Azadeh Shafaei

ABSTRACT:

The purpose of this study is to measure employee satisfaction and determine the existing gap between employees’ expectation and perception of their working condition. This paper uses SERVQUAL model to measure employee satisfaction in an Iranian auto parts manufacturing company. The results from the gap model highlighted which aspects of the job condition employees would like to seeimproved. The gap measurement is effective for use in managerial decisions to improve and diagnose physical environmental features. This paper can be used as a guide for managers who are interested in measuring employee satisfaction in order to excel in satisfying their expectations, increase their motivation, and as a result lead to more productivity. 

Keywords: Employee satisfaction; Job satisfaction; SERVQUAL; Satisfaction grade

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