Title: Measuring determinants of employee satisfaction in an eye hospital: study in India

Authors: Preethi John, V.R. Muraleedharan, T.J. Kamalanabhan, R.D. Thulasiraj

Addresses: LAICO-Aravind Eye Care System, 72, K K Salai, Madurai 625 020, Tamil Nadu, India. ' Department of Humanities and Social Sciences, Indian Institute of Technology, Madras, Chennai – 600 036, Tamil Nadu, India. ' Department of Management Studies, Indian Institute of Technology, Madras, Chennai – 600 036, Tamil Nadu, India. ' LAICO-Aravind Eye Care System, 72, K K Salai, Madurai 625 020, Tamil Nadu, India

Abstract: Employee satisfaction is a multi dimensional construct which influences customer satisfaction in the service sector. Very little is known about the facets of employee satisfaction particularly in an eye hospital in the developing world like India. A cross-sectional survey of eye hospital staff namely ophthalmologists, ophthalmic assistants, and support staff using a self-administered questionnaire was carried out in India. This survey was done in two phases. The first phase aimed at understanding the factors which comprises this construct. The second phase aimed at confirming whether the factor structure identified was robust. Towards this end both exploratory and confirmatory factor analysis (CFA) was carried out. Interestingly, the seven dimensions influencing employee satisfaction were seen to be: employee loyalty, employee citizenship, employee empowerment, patient centredness, enabling environment, resource availability and maintenance and role clarity. CFA confirmed the robustness of the structure. Implications of the finding are also discussed.

Keywords: employee satisfaction; instrument evaluation; eye care; healthcare; eye hospitals; India; eyes; determinant measurement; multi dimensional constructs; customer satisfaction; service sector; developing countries; hospital staff; ophthalmologists; ophthalmic assistants; support staff; ophthalmology; factor structures; exploratory factor analysis; confirmatory factor analysis; employee loyalty; employee citizenship; employee empowerment; patient centredness; enabling environments; resource availability; resource maintenance; role clarity; patients.

DOI: 10.1504/IJENM.2011.041156

International Journal of Enterprise Network Management, 2011 Vol.4 No.3, pp.261 - 274

Published online: 22 Oct 2014 *

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