Araştırma Makalesi
BibTex RIS Kaynak Göster
Yıl 2022, Cilt: 4 Sayı: 2, 78 - 90, 27.12.2022

Öz

Kaynakça

  • Al-Ababneh, M.M. (2013). Service quality and its impact on tourist satisfaction. Institute of Interdisciplinary Business Research, 164.
  • Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53-66.
  • Arnold, K. A., & Bianchi, C. (2001). Relationship marketing, gender, and culture: implications for consumer behavior. ACR North American Advances.
  • Arvey, R. D., Bouchard Jr., T. J., Segal, N. L., & Abraham, L.M. (1989). Job satisfaction: Environmental and genetic components. Journal of applied psychology, 74(2), 187.
  • Asher, M. (1996). Managing quality in the service sector: Kogan Page Publishers.
  • Astrauskaite, M., Vaitkevicius, R., & Perminas, A. (2011). Job satisfaction survey: A confirmatory factor analysis based on secondary school teachers' sample International Journal of Business and Management, 6(5), 41.
  • Babakus, E., Bienstock, C. C., & Van Scotter, J.R. (2004). Linking perceived quality and customer satisfaction Decision sciences, 35(4), 713-737. Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee "citizenship". Academy of Management Journal, 26(4), 587-595.
  • Boudreau, J., Hopp, W., McClain, J. O., & Thomas, L.J. (2003). On the interface between operations and human resources management. Manufacturing & Service Operations Management, 5(3), 179-202.
  • Brayfield, A.H., & Rothe, H.F. (1951). An index of job satisfaction. Journal of applied psychology, 35(5), 307.
  • Brief, A.P., & Motowidlo, S.J. (1986). Prosocial organizational behaviors. Academy of management review, 11(4), 710-725.
  • Brown, S.P., & Lam, S.K. (2008). A meta-analysis of relationships Journal of retailing, 84(3), 243-255.
  • Brysland, A., & Curry, A. (2001). Service improvements in public services using SERVQUAL Managing Service Quality: An International Journal.
  • Chakrabarty, S., Whitten, D., & Green, K. (2008). Understanding service quality and relationship quality in IS outsourcing: Client orientation & promotion, project management effectiveness, and the task-technology-structure fit. Journal of Computer information systems, 48(2), 1-15.
  • Chen, J. V., & Aritejo, B. A. (2008). Service quality and customer satisfaction measurement of mobile value-added services: a conception review. International Journal of Mobile Communications, 6(2), 165-176.
  • Chu, P.-Y., Lee, G.-Y., & Chao, Y. (2012). Service quality, customer satisfaction, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
  • Clarke, E. M., & Wing, J.M. (1996). Formal methods: State of the art and future directions. ACM Computing Survey (CSUR), 28(4), 626-643.

Corporate Services And Employees' Business Satisfaction: A Study of the Libyan Oil Sector

Yıl 2022, Cilt: 4 Sayı: 2, 78 - 90, 27.12.2022

Öz

Changes with modern technologies lead to the decrease in the role of oil and seriously threaten the well-being of oil exporting countries. The oil and gas industry, in particular, ranks high in the Libyan economy, and is one of the factors that could affect the country's future and enable its development. The idea of enterprise quality of service has gained popularity, particularly as a result of its impact on both consumers and employees (internal customers) in terms of behavioral factors. Is there a relationship between the perception of the quality of service at Mellitah Oil and Gas Company in Libya and the level of employment satisfaction of employees? Does the sub-dimensions of corporate quality of service at the Mellitah Oil and Gas Company in Libya have an impact on workers' job satisfaction levels? The research included four hundred (400) participants actively working in the company. Two scales have been selected to measure main variables, the scale of service quality and the scale of business satisfaction. The results revealed that employees' perceptions of quality of service are at lower levels. Employees at the Mellitah Oil and Gas Company in Libya have found that their work satisfaction perceptions are high. Statistically significant and positive relationships between quality of service perception and level of business satisfaction have been concluded. Research also found that higher levels of internal service, in the working environment, increased employee satisfaction. The most effective demographic variables include gender and education variables. Female participants received higher average scores on both scales than male participants. One of the study's key recommendations is that Libya's Mellitah Oil and Gas Company should focus on not only material factors, but on factors of quality of service. This will enable the company to be sustainable, sustained, and competitive.

Kaynakça

  • Al-Ababneh, M.M. (2013). Service quality and its impact on tourist satisfaction. Institute of Interdisciplinary Business Research, 164.
  • Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53-66.
  • Arnold, K. A., & Bianchi, C. (2001). Relationship marketing, gender, and culture: implications for consumer behavior. ACR North American Advances.
  • Arvey, R. D., Bouchard Jr., T. J., Segal, N. L., & Abraham, L.M. (1989). Job satisfaction: Environmental and genetic components. Journal of applied psychology, 74(2), 187.
  • Asher, M. (1996). Managing quality in the service sector: Kogan Page Publishers.
  • Astrauskaite, M., Vaitkevicius, R., & Perminas, A. (2011). Job satisfaction survey: A confirmatory factor analysis based on secondary school teachers' sample International Journal of Business and Management, 6(5), 41.
  • Babakus, E., Bienstock, C. C., & Van Scotter, J.R. (2004). Linking perceived quality and customer satisfaction Decision sciences, 35(4), 713-737. Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee "citizenship". Academy of Management Journal, 26(4), 587-595.
  • Boudreau, J., Hopp, W., McClain, J. O., & Thomas, L.J. (2003). On the interface between operations and human resources management. Manufacturing & Service Operations Management, 5(3), 179-202.
  • Brayfield, A.H., & Rothe, H.F. (1951). An index of job satisfaction. Journal of applied psychology, 35(5), 307.
  • Brief, A.P., & Motowidlo, S.J. (1986). Prosocial organizational behaviors. Academy of management review, 11(4), 710-725.
  • Brown, S.P., & Lam, S.K. (2008). A meta-analysis of relationships Journal of retailing, 84(3), 243-255.
  • Brysland, A., & Curry, A. (2001). Service improvements in public services using SERVQUAL Managing Service Quality: An International Journal.
  • Chakrabarty, S., Whitten, D., & Green, K. (2008). Understanding service quality and relationship quality in IS outsourcing: Client orientation & promotion, project management effectiveness, and the task-technology-structure fit. Journal of Computer information systems, 48(2), 1-15.
  • Chen, J. V., & Aritejo, B. A. (2008). Service quality and customer satisfaction measurement of mobile value-added services: a conception review. International Journal of Mobile Communications, 6(2), 165-176.
  • Chu, P.-Y., Lee, G.-Y., & Chao, Y. (2012). Service quality, customer satisfaction, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
  • Clarke, E. M., & Wing, J.M. (1996). Formal methods: State of the art and future directions. ACM Computing Survey (CSUR), 28(4), 626-643.
Toplam 16 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Araştırma Makalesi
Yazarlar

Miloud Taher Bebas

Yayımlanma Tarihi 27 Aralık 2022
Kabul Tarihi 13 Aralık 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 4 Sayı: 2

Kaynak Göster

APA Bebas, M. T. (2022). Corporate Services And Employees’ Business Satisfaction: A Study of the Libyan Oil Sector. Quantrade Journal of Complex Systems in Social Sciences, 4(2), 78-90.

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