Abstract
During the last 20 years, a large number of studies have investigated the relationship between employee satisfaction and specific job characteristics, with often contradictory results. The aim of this paper is the assessment of job satisfaction of recent recruits in a large French company. The approach adopted here is to view employees as internal customers of an organization, and their satisfaction as an important driver for business success. Using the MUSA multicriteria methodology for customer satisfaction evaluation, the study aimed (1) to identify and measure satisfaction criteria of newly recruited personnel, and (2) to determine new organisational policies based on the findings.
Similar content being viewed by others
References
Alves, S., Gosse, B., & Sprimont, P.-A. (2010a). Les apprentis de l’enseignement supérieur : de la satisfaction à l’engagement? Revue Management & Avenir, 33, 35–51.
Alves, S., & Gosse, B. Sprimont. (2010b). Dimensions et conséquences de la satisfaction au travail des apprentis. Revue internationale de psychosociologie et de gestion des comportements organisationnels, XVI(40), 161–180.
Alves, S., Gosse, B., & Sprimont, P.-A. (2013). Les attentes professionnelles des apprentis du supérieur. Revue Française de Gestion, 39(235), 13–28.
Aouadni, I., Rebai, A., Christodoulakis, N., & Siskos, Y. (2014). Job satisfaction measurement: The multi-criteria satisfaction analysis. International Journal of Applied Decision Sciences, 7(2), 190–207.
Bertrand, F., Peters, S., Péree, F., & Hansez, I. (2010). Facteurs d’insatisfaction incitant au départ et intention de quitter le travail : Analyse comparative des groupes d’âges. Le travail humain, 73(3), 213-2.
Cranny, C. J., Smith, P. C., & Stone, E. F. (1992). Job satisfaction: How people feel about their jobs and how it affects their performance. New York: Lexington Press.
Cameron, S., Armstrong-Stassen, A., Bergeron, A., & Out, J. (2004). Recruitment and retention of nurses : Challenges facing hospital and community employers. Nursing Leadership, 17(3), 79–92.
Elangovan, A. R. (2001). Causal ordering of stress, satisfaction and commitment, and intention to quit: A structural equations analysis. Leadership and Organization Development Journal, 22(4), 159–165.
Goris, J. R., Vaught, B. C., & Pettit, J. D. (2000). Effects of communication direction on job performance and satisfaction: A moderated regression analysis. Journal of Business Communication, 37(4), 348–368.
Grigoroudis, E., Kyriazopoulos, P., Siskos, Y., Spyridakos, A., & Yanacopoulos, D. (2007). Traking changes of e-custommer preferences using using a multicriteria analysis. Managing service quality, 17(5), 538–562.
Grigoroudis, E., & Siskos, Y. (2002). Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method. European Journal of Operational Research, 143, 148–170.
Grigoroudis, E., & Siskos, Y. (2004). A survey of customer satisfaction barometers : results from the transportation-communications sector. European Journal of Operational Research, 152, 334–353.
Grigoroudis, E., Siskos, Y., & Saurais, O. (2000). TELOS : A customer satisfaction evaluation software. Computer and Operation Research, 27(7–8), 799–817.
Grigoroudis, E., & Siskos, Y. (2010). Customer satisfaction evaluation. New York: Springer.
Guérin, F., Cadin, L., & Pigeyre, F. (2007). Gestion des Ressources Humaines : pratique et éléments de théorie. Paris: Dunod.
Heneman, H. G, I. I. I., & Schwab, D. P. (1985). Pay satisfaction: Its multidimensional nature and measurement. International Journal of Psychology, 20(2), 129–141.
Heneman, H. G, I. I. I., & Judge, T. A. (2000). Compensation attitudes. In S. L. Rynes & B. Gerhart (Eds.), Compensation in organizations: Current research and practice (pp. 61–103). San Francisco: Jossey-Bass.
Iglesias, K., Renaud, O., & Tschan, F. (2010). La satisfaction au travail. Revue Internationale de Psychosociologie, XVI, 245–270.
Kalleberg, A. L., & Van Buren, T. A. (1996). Is bigger better? Explaining the relationship between organization size and job rewards. American Sociological Review, 61(1), 47–66.
Kovach, K. A. (1978). Organization size, job satisfaction, absenteeism and turnover. Washington: University Press of America.
Larouche. & Delorme. (1980). IST : Inventaire de satisfaction au travail, Relations Industrielles, 30(3), Montréal.
Locke, E. A. (1976). The mature and causes of job satisfaction. In M. D. Dunette (Ed.), Handbook of industrial and organizational psychology (pp. 1294–1349). Chicago: Rand McNally.
Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., & Malandrakis, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130, 347–360.
Mihm, D. J., Mihm, L. B., Lonie, J., & Dolinsky, D. (2011). Selected perceptual determinants of pharmacy students’ expected job satisfaction: A pilot study. Currents in Pharmacy Teaching and Learning, 3(3), 185–191.
Millan J.M., Hessels J., Thurik R., Aguado R. (2013). Determinants of job satisfaction : A European comparison of self-employed and paid employees. Small business economics, 40(3), 651–670.
Myers, V., Arbor, A., & Janice, L. (2007). Recruitment and retention of a diverse workforce: Challenges and opportunities. Journal of Healthcare Management, 52(5), 290–298.
Padivara, R., & Komperda, K. (2010). Effect of postgraduate training on job and career satisfaction among health-system pharmacists. American Journal of Health-System Pharmacy, 67, 1093–1100.
Peiró, J. M., Agut, S. A., & Grau, R. (2010). The relationship between overeducation and job satisfaction among young Spanish workers: The role of salary, contract of employment, and work experience. Journal of Applied Social Psychology, 40(3), 666–689.
Perrot, S. (2009). Les relations entre tactiques de socialisation et adéquations perçues. Revue de Gestion des Ressources Humaines, 72, 13–30.
Petty, R. E., Wegener, D. T., & Fabrigar, L. R. (1997). Attitudes and attitude change. Annual Review of Psychology, 48, 609–647.
Pincus, J. D. (1986). Communication satisfaction, job satisfaction, and job performance. Human Communication Research, 12(3), 395–419.
Politis, Y., & Siskos, Y. (2004). Multicriteria methodology for the evaluation of a greek engineering department. European Journal of Operational Research, 156, 223–240.
Porter, L. W., Lawler, E. E., & Hackman, J. R. (1975). Behavior in organizations. New York: Mc Graw-Hill.
Prat dit Hauret, C. (2006). L’implication organisationnelle et la satisfaction au travail sont-ils des concepts pertinents pour les experts-comptables stagiaires ? Comptabilité- Contrôle - Audit, tome, 12, 125–146.
Randal, Anders D., & Dziegielewsi, S. (2005). The nurse manager: Job satisfaction, the nursing shortage and retention. Journal of Nursing Management, 2005(13), 286–295.
Roussel P., (1996), Collection Recherche en Gestion. Rémunération, motivation et satisfaction au travail. Economica:Paris.
Saner, T., & Zihni Eyüpoglu, S. (2012). The age and job satisfaction relationship in higher education. Procedia-Social and Behavioral Sciences, 55, 1020–1026.
Siskos, Y., Grigoroudis, E., Politis, Y., & Malandrakis, Y. (2001). Customer satisfaction evaluation: Some real experiences. In A. Colorni, M. Paruccini, & B. Roy (Eds.), A-MCD-A Multiple Criteria Decision Aiding (pp. 297–314). European Commission: Joint Research Centre.
Siskos, Y., & Grigoroudis, E. (2001). Measuring customer satisfaction for various services: The role of multicriteria analysis. In D. Bouyssou & R. Slowinski (Eds.), Book honouring Bernard Roy (pp. 457–482). Dordrecht: Kluwer Academic Publishers.
Tompkins, N. C. (1992). Employee satisfaction leads to customer service. Human Resources Magazine, 37(11), 93–99.
Van Maanen, J. (1978). People processing : Strategies of organizational socialization. Organizational Dynamics, Summer., 7, 19–36.
Van Maanen, J., & Schein, E. H. (1979). Toward a theory of organizational socialization. Research in Organizational Behavior, 1, 09–264.
Walk, M., Handy, F., & Schinnenburg, H. (2013). Expectations and experiences of young employees: The case of German nonprofits. Administration in Social Work, 37(2), 133–146.
Acknowledgments
The authors would like to thank Eric Morand who realized data collection; Nikos Tsotolas who realized data processing, Mireille Theveny and Jan Wikramaratna who checked English text.
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
About this article
Cite this article
Gosse, B., Hurson, C. Assessment and improvement of employee job-satisfaction: a full-scale implementation of MUSA methodology on newly recruited personnel in a major French organisation. Ann Oper Res 247, 657–675 (2016). https://doi.org/10.1007/s10479-015-1811-y
Published:
Issue Date:
DOI: https://doi.org/10.1007/s10479-015-1811-y