TY - JOUR ID - 2175 TI - Improving Employee Satisfaction Priority through Performance Control Matrix JO - International Journal of Supply and Operations Management JA - IJSOM LA - en SN - 23831359 AU - Chen, Shun-Hsing AU - Chen, Ming-Che AD - Yu-Da of Science and Technology University, Taiwan AD - Chung Yuan Christian University, Taoyuan, Taiwan Y1 - 2014 PY - 2014 VL - 1 IS - 3 SP - 314 EP - 327 KW - Employee satisfaction KW - Importance-Performance Analysis (IPA) KW - Performance Control Matrix (PCM) KW - Service quality DO - 10.22034/2014.3.04 N2 - The study addresses Performance Control Matrix (PCM) to determine service quality items of priority for improvement. Most businesses focus on customer satisfaction when undertaking surveys of satisfaction and dissatisfaction, while generally neglecting employee satisfaction. Therefore, this study develops an integrated model to improve service quality in Taiwanese finance industry employees. A questionnaire is designed to determine the priority of improvement objectives derived from certain questionnaire items that fall into the improvement zone of the PCM. Ten items are found to fall into the improvement zone of the PCM. The present results show that the finance industry employees surveyed in Taiwan were dissatisfied with their job security, salaries, annual bonus, and fair distribution of operational profits. The ten improvement items mostly belong to two dimensions - ‘Pay and Benefits’ and ‘Motivation’. The managers of the financial institutions should seek to improve these quality attributes by devoting more resources to these items, thus promoting employee satisfaction. UR - http://www.ijsom.com/article_2175.html L1 - http://www.ijsom.com/article_2175_db5e29469d98b47c36a782bc9ed8cf5b.pdf ER -