EXPLORING THE RELATIONSHIP BETWEEN JOB SATISFACTION AND CUSTOMER RETENTION IN THE IT SECTOR ...
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- เผยแพร่เมื่อ 9 ม.ค. 2025
- EXPLORING THE RELATIONSHIP BETWEEN JOB SATISFACTION AND CUSTOMER RETENTION IN THE IT SECTOR: A CROSS-SECTIONAL STUDY OF EMPLOYEES IN BANGLADESH
Md Emdadul Haque, University of Chittagong, Bangladesh / Tofazzal Hossain, Tejgaon College, Dhaka, National University, Bangladesh / Afsana Hoque, University of Dhaka, Bangladesh / Sumona H. Mumu, University of Louisiana at Lafayette, United States of America
(Presented at the International Conference on Social and Education Sciences (IConSES), which took place on October 17-20, 2024 in Chicago, USA. (www.istes.org/..., and at the nternational Conference on Engineering, Science and Technology (IConEST) (www.istes.org/...) organized by the International Society for Technology, Education and Science (ISTES) www.istes.org).
This study explores the relationship between job satisfaction level and customer retention among the employees of IT company. We conducted a cross-sectional study through a questionnaire-based online survey to collect data from the IT company employees of Bangladesh. Purposive sampling was adopted for office selection (N = 6), and simple random sampling were adopted for participants selection. A total of 550 complete responses were identified for analysis. Descriptive and inferential analyses were conducted utilizing excel and SPSS(v26). The mean age of the participant was 25 (SD = 4.12) with an assigned sex distribution of 39% female and 61% male. Results indicate that the overall job satisfaction score averaged 15 ± 3.9 on a 25-point scale. Employees who met their customer-related targets in the past month (79%) reported significantly higher job satisfaction (M = 17.41, SD = 2.54) compared to those who did not (M = 9.74, SD = 2.56), as shown by an independent samples t-test (p 0.001). The most influential factors driving job satisfaction reported are health insurance benefits (66%), work-life balance (62%), good leadership (57%), and company culture (57%). Additionally, career advancement opportunities (54%) and recognition (54%) were also reported to be contributed significantly to job satisfaction. These findings suggest that job satisfaction in the IT sector is strongly influenced by benefits and organizational culture, and that achieving customer-related targets is associated with significantly higher satisfaction. Enhancing these factors could improve organizational performance.
