Commerce and Management

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Author: search.filters.author.Wijewantha, P.Subject: search.filters.subject.Job Satisfaction

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    IMPACT OF ABUSIVE CUSTOMER BEHAVIOR ON EMPLOYEE JOB SATISFACTION OF FRONT-LINE BANKING EMPLOYEES: WITH THE MEDIATION EFFECT OF THE JOB STRESS
    (Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Jayasekara, A.M.D.M.; Wijewantha, P.
    The purpose of this study is to identify the impact of abusive customer behavior on job satisfaction of frontline banking employees with the mediating effect of job stress. There are so many industries in Sri Lanka have lot of job satisfaction issues. Among them hospitals and service industry such as banks, hotels, airlines, and restaurant industry are always dealing with customers because of that they feel stress due to abusive behavior of customers. There is a lack of research related to the impact of abusive customer behavior on employee job stress and job satisfaction in the banking industry considering the other industries. This study intends to contribute to filling the theoretical and empirical gap in existing literature. Hence this was a quantitative and cross-sectional study which was based on an organization in the banking industry employees. Data was collected through a structured questionnaire using a convenience sampling technique. A survey was applied to a sample of 86 collaborators who work in branches of regional development bank and 83 responses were received. Correlation analysis and simple regression analysis were used to measure the relationship and to test the advanced hypotheses of the study by using Statistical Package for Social Sciences (SPSS). In line with the result of this study, there is a negative impact on abusive customer behavior on job satisfaction, there is a positive impact on abusive customer behavior on job stress, there is a negative impact on job satisfaction and job stress Partially mediate the relationship between abusive customer behavior and job stress. Moreover, the findings may be useful for the professionals in the same industry as well as others to get insights from the recommendation of the problem analyzed.
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    Impact of Work-family Conflict and Perceived Supervisory Support on Job Satisfaction: A Study in a Leading Public Bank in Sri Lanka
    (Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Perera, O.S.M.J.; Wijewantha, P.
    This study addressed the problem, ‘why executive level employees at the selected Public bank in Sri Lanka are not satisfied with their jobs?’ In order to explain the research problem this research used Perceived Supervisory Support (PSS) and Work Family Conflict (WFC) as independent variables. When concerning about the past few years, the concepts of work-family conflict, perceived supervisory support and job satisfaction have taken considerable attention among researchers. Accordingly based on literature, it is examined, what is the impact of work-family conflict and perceived supervisory support on job satisfaction. As such two hypotheses are tested in this study. This quantitative study follows the deductive approach. Here, the researcher used a survey method where a self-administered anonymous questionnaire developed using standard measures available for both independent and dependent variables was used. It was in English language. The measure for job satisfaction was adopted from the validated Minnesota Job Satisfaction Questionnaire developed by Weiss, Dawis, England and Lofquist, (1967). The measure used for Work-family Conflict was developed by Netemeyer et al., (1996), and the measure used for perceived supervisory support was developed by Kottke et al., (1988). There were four items in this uni-dimensional measure for perceived supervisory support. Work-family conflict measure had five items covering three dimensions as general demand, time based, and strain based. Job satisfaction measure had 20 items with three dimensions as intrinsic satisfaction, extrinsic satisfaction, and general satisfaction. The population of the study was 445 of executive level employees in the selected public bank and from this population a sample of 76 was selected using the convenience sampling technique. Finally the researcher found through the results that there is negative impact of work-family conflict on job satisfaction while perceived supervisory support has a positive impact on job satisfaction.
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    Impact of Employee Psychological Contract on Job Satisfaction: A Study in a Leading Pharmaceutical Products Marketing and Distribution Company in Sri Lanka
    (Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Premathilaka, A.M.H.K.; Wijewantha, P.
    The problem addressed through this study is, ‘why non-managerial employees at the selected Pharmaceutical Products Marketing and Distribution Company are not satisfied with their jobs?’ Over the past few years, the concepts of psychological contract and job satisfaction have gained considerable attention among both practitioners and academics. Accordingly, the purpose of this study, based on literature is to examine the impact of employee psychological contract on job satisfaction. As such, this study has one hypothesis, which checks the direct effect of psychological contract of employees on their job satisfaction. The population of the study is non-managerial workers in the selected organization. Since it is not practically possible to deal with the whole population, a sample of 88 employees was selected using the convenience sampling technique to conduct the survey. This quantitative study follows the deductive approach. The survey instrument was a self-administered anonymous questionnaire developed using standard measures available for variables and it is in English language. The measure for job satisfaction was adopted from the validated Minnesota Job Satisfaction Questionnaire (Short version of the MSQ) and Psychological Contract Inventory (PCI) developed by Rousseau was used to measure that variable. The data collected were analyzed using the Statistical Package for Social Sciences (SPSS) 20.0. The findings show a significant, positive impact of employee psychological contract on job satisfaction. This study has three limitations such as single source bias, examines limited factors affecting job satisfaction, and focuses on a small sample.