The interrelationship between service features, job satisfaction and customer satisfaction: Evidence from the transport sector

Abstract

Purpose

The aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact on customer satisfaction.

Design/methodology/approach

A structured questionnaire was used to collect data from a sample of 168 first line employees of a major European port. Structural equation modelling and regression analysis were used to examine and test the relationships.

Findings

The empirical data verifies structural relationships between service quality, customer satisfaction and job satisfaction, treating job satisfaction as a consequence of physical features and as an antecedent of interactive features. The direct impact of employee job satisfaction on customer satisfaction, together with its indirect influence via service features, were tested and supported by the empirical data.

Originality/value

This study extends the literature by examining the distinct role that the interactive and physical features of services play in the formation of job satisfaction, which in turn influences customer satisfaction. This perspective could improve managerial understanding of the service quality‐job satisfaction relationship and lead to more focused decisions.

Citation

Pantouvakis, A. and Bouranta, N. (2013), "The interrelationship between service features, job satisfaction and customer satisfaction: Evidence from the transport sector", The TQM Journal, Vol. 25 No. 2, pp. 186-201. https://doi.org/10.1108/17542731311299618