Title: Developing a model for classifying employee behaviour based on job satisfaction and loyalty using gap analysis and loyalty matrix with a case study in the gas industry

Authors: Afshin Jahanbazi Goujani; Arash Shahin; Ali Nasr Isfahani; Ali Safari

Addresses: Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran

Abstract: The main aim of this study is to identify the dimensions of employee job satisfaction and loyalty and to classify employees based on these two factors using the concepts and approaches of customer satisfaction and loyalty. For this purpose, a mixed research method has been conducted by which, the senior managers of Isfahan Province Gas Company have been interviewed and a thematic analysis has been performed. A questionnaire has been developed and used for data collection. Quantitative analysis has been done and research hypotheses have been tested using SPSS 21 software. Findings imply that the gap between expectations and perceptions regarding job satisfaction dimensions is significant and the level of job satisfaction is lower than the average. Moreover, given the high level of employee loyalty, it is determined that most of the employees are classified in the hostage category.

Keywords: job satisfaction; employee loyalty; gap analysis; loyalty matrix; Isfahan Province Gas Company; IPGC.

DOI: 10.1504/IJPQM.2019.099627

International Journal of Productivity and Quality Management, 2019 Vol.27 No.1, pp.1 - 16

Received: 05 Sep 2017
Accepted: 23 Apr 2018

Published online: 03 May 2019 *

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