Customer Satisfaction and Employees Salary in an Organization - Report Example

Satisfaction and Employees Salary in an Organization depends on education level and Job Experience of the employee Introduction According to Freed, M. et al. (1991), it has been argued that workers should be gauged according to the way they satisfy the customers in order to maintain them and in order to get new ones. To any organization, satisfied customers are the key to success as they are loyal and are always willing to come for more. According to Posner, R (2007), when an organization/company has clients/customers who are satisfied with the goods/ service they receive from it through the employees, then this signifies a good start in profit accumulation as well gaining royal customer as this will make them eager to come back for more. Further, it has been said that, the higher you go in terms of education the higher you should expect from the organization you will be working with (Freed, M. et al. 1991). However, to them, is based on the level of customer satisfaction as one may have gone higher in the education ladder and yet he/she cannot retain customers; the backbone of each and every organization. Thus, education is an ingredient which combines with other elements so as to make one a worthy employee who can be dependent upon by an organization. Experience on the other hand is very important according to many and is used as a basis when giving one a job. This assumption is based on the fact that, an experienced person has training in almost all areas which touches on the operations of any work place. This is hinged on many other requirements like age and sex. According to MaryAnne, V (2004), the young and those without experience are though to be good in customer satisfaction since they value their future more than anything else. To her further, the young understand things faster than those in advanced ages. This is a plus in product development an organization should have in order to cut a niche in the market. According to Gary, R (2007), since most of the organizations are entrepreneurial in nature, then the understanding that a customer comes first should be the leading light. To him, an organization formed with the maiden aim of making profit should not be prepared to spend on un-worthy cause. Such cases include having employees who cannot abide by the obligation of the organization one of which is to make profit which accrues from customer rates. To Macdonald, N (1999), when it comes to recruitment, an organization should lean towards a lean staff which can incorporate both corporate and institutional goal. To him, this two are the main reasons behind its establishment. Efficient staffs are those who are inclined towards doing best for the organization first and then think about their future career. However, according to Schwartz, T. (1999), the organization in such case is tasked with considering employees’ welfare in terms of education so as attain what they want with the right employees. Data collected and why it was collected To try to prove with the above assertions are right, some 534 employees in different organizations were selected in random. Information about their age, wage, and years of education, work experience, the kind of job one does, his /her race and gender was collected. Further, customer’s satisfaction was recorded once the employee had finished serving the customer. This information was collected because of its importance to organizations. Nowadays, most of the organizations struggle hard to get information on how to satisfy their customer as it is because of them that they are in business. Thus, if a way can be sought on how they can be satisfied then the organization will be a notch higher. Ethical considerations; The following was done as ethical requirements of any research work; They were allowed to make an informed consent, They were assured of the security of their information. The data was then entered into a computer and analyzed and the results follow, Results Table 1: Years in education Frequency Percent Valid 4-10 27 5.1 11-15 381 71.3 15 and more 126 23.6 Total 534 100.0 Here, most of the employees had spent between 11-15 years in education as it can be seen from the above with 71% in this category. 24% took more than 15 years in education while the remaining 5% took 4-10 years. In overall, employees were educated to the required level. Of the 534 who were selected for this study, 303 were males while their female counterparts were 231. Table 2: Work experience Frequency Percent Valid 0-10 352 65.9 11-20 84 15.7 21-30 61 11.4 31-40 35 6.6 41-50 2 .4 Total 534 100.0 Most of the workers were young in the job places they were working. Those with between 0-10 years of experience were 66% of the total population followed by those who had an experience ranging from 11-20 years. 11% had 21-30 years of experience while 7% had 31-40 years of experience with only 2 participants having worked for more than 41 years. Table 3: Wage Frequency Percent Valid $40,001 1 .2 Total 534 100.0 The majority were earning less than $10,000 per month with about 70% lying in this category. 26% of the total population had earnings ranging from $10,000-$20,001. The remaining earned more than that. Table 4: Age Frequency Percent Valid young 183 34.3 middle age 260 48.7 advanced age 91 17.0 Total 534 100.0 The middle age had the highest representation in this sample of workers. 49% were in the middle ages i.e. 30-50 years. 34% were young while 17% had an advanced age; above 50 years. Table 5: The job category Frequency Percent Valid management 55 10.3 sales 38 7.1 clerical 97 18.2 service 83 15.5 professional 106 19.7 Total 534 100.0 In the job category, the professionals were many than the other job groups since they formed about 20% of the total population. 18% were clerks, 16% in service, 10% were in management while the remaining 7% was in sales. Of the customers interviewed, 57% registered lack of satisfaction while 47% were satisfied. The males earn better than the females in the sample collected. Males earn an average of $13,800 while the females earns an average of $13,200 Table 6: Wage by race RACE Mean N Std. Deviation other 1.25 67 .472 Hispanic 1.19 27 .557 white 1.38 440 .583 Total 1.35 534 .571 The whites were better in terms of pay than the other races. The whites earned an average of $13,800 while Hispanics earned an average of $11,900. The other races earned about $12,500. However, the whites’ salary had huge variations than for the other races. Salary standard deviation for the whites’ was .583 being the highest while other races had a standard deviation of .472 which was the lowest. Table 7: JOB * WAGE Cross tabulation WAGE Total $40,001 JOB management 24 23 7 1 55 sales 28 10 0 0 38 clerical 79 18 0 0 97 service 75 7 1 0 83 professional 51 44 10 0 105 Those in management had good salaries than the other job cadres since they earned an average of $17,500. On the other hand, professionals earned $16,100, clericals earned $11,900, service men earned $11,100 while sales people earned $12,600. Those in the management had a wide varying salary range that had a standard deviation of .821. Table 8: Years in education * WAGE Cross tabulation WAGE Total $40,001 YRSED 4-10 25 2 0 0 27 11-15 287 87 6 1 381 15 and more 58 54 14 0 126 Total 370 143 20 1 534 The more years one has spent in education translates to better results in wage. Those with more than 15 years earn an average of $16,500 followed by those with 11-15 years who earn $12,700. The little learned earn $10,700 on average. However, as in job category, the high earners had a high variation in salary with a standard deviation of .673 while the low earners had a consistent pay whose standard deviation was a bit low, .267. Table 9: Work experience * WAGE Cross tabulation WAGE Total $40,001 WRKEXP 0-10 249 92 10 1 352 21-30 58 21 5 0 84 31-40 36 20 5 0 61 41-50 25 10 0 0 35 51-60 2 0 0 0 2 Total 370 143 20 1 534 Experience has got nothing much to explain about what one earns. Those who had worked for 31-40 years earned the highest pay at an average of $14,900 while those in advanced age had a pay of $10,000 on average followed by 21-30 years who earned a salary average of $13,700. Those with little experience earned $13,300 while those in 41-50 got $12,900. According to Barnes, R. (2007), between 30 and 50 years, one is considered to be the prime age when human beings give their best in line with career development which translates to better payment. Advanced age is considered as the age when a person is preparing/thinking about retirement. At this age according to Barnes, many are retained in the job place to assist the organization in transition as it seeks for other employees. New employees are given a salary fit to encourage and act like motivation to them. As Mailu, S (2004) puts it, new employees need to be motivated so as to have a sense of attachment with the job and also to make them concentrate well. Years one spends in education are determinant in ones salary at 95% Confidence interval. R2 = .088 and according to Wooldridge, J. (2006), this mean that only 8% of the variation in salary based on the years of education which can be explained. Table 10: Coefficients Model standardized Coefficients t Sig. B Std. Error 1 (Constant) .614 .105 5.830 .000 YRSED .337 .047 7.163 .000 Dependent Variable: WAGE From the table above, both the coefficients are significant, the regression equation can be formulated as below, W = .614 + .337 YE………………………………………………………….1 The constant lies between .407 and .821 i.e. .407< C Read More