An Exploration on Job Satisfaction of Customer Service Staff - A Case Study of A Food Manufacturer

• Main Authors: Hsiao, Juo-Jung, 蕭若蓉
• Other Authors: Hsieh, Ya-Hui
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/cr998r

碩士 === 開南大學 === 商學院碩士在職專班 === 104 === In an era of micro-profits, while facing the challenges of an increasingly harsh industrial environment that is filled with diverse consumption patterns, narrow product-technology gaps, and the rise of consumer awareness, in addition to maintaining product innovation and enhancing product quality, businesses should offer high quality and highly efficient customer service. This strategy is also one of the most important key elements in maintaining customer loyalty, and in differentiating a business from its competitors, particularly in a fiercely market driven competitive environment. The successful pursuit of customer loyalty relies on having an excellent customer service team within the organization that provides sincere and professional customer service. The customer service center plays a role, externally, as a bridge to customer communications for the company, while internally it plays the role of transmitting the voice of the customers along with their feed back on market information. As the emphasis on customer relations management grows, the importance of the customer service center in a company also grows. One of the most important components of a comprehensive customer service center is still the customer service staff working on the front-line. Satisfied customers are the result of satisfied employees. An employee's subjective evaluation of job satisfaction is reflected in his work attitude and behavior. How to maintain the enthusiasm and vitality of a customer service staff, thereby enhancing customer loyalty, is an important lesson for a business to learn, and can never be ignored when managing customer relations. The research subjects of this study are the customer service staff in a customer service center of a company in a traditional industry. The analysis method adopted in this study is the Analytic Hierarchy Process, AHP. With the help of the data compiled from exploring literature reviews, this study extracted the intrinsic content of the goal, the factors that affect a customer service staff's job satisfaction, to obtain four major assessment dimensions: job characteristics, job functions, job values, and job environment. The assessment goal is divided into various aspects, and each aspect is decomposed into various levels, from which a questionnaire survey is designed and conducted. The results of the comparative assessment are re-integrated into this study to help understand the ranking, in terms of importance, of each dimension that affects job satisfaction. The findings of this study may serve as a strategic reference for businesses to use in enhancing the job satisfaction of customer service staff.