Employee Satisfaction: Mediator of Organizational Service Orientation and Employee Retention

The paper seeks to evaluate the relationship between organizational service orientation, employee satisfaction and employee retention, using cluster and simple random sampling. A sample of 346 teachers was drawn from Kampala District Uganda. The paper reveals that consideration of organizational ser...

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Bibliographic Details
Published in:Journal of business and management 2013, Vol.19 (3), p.41-61
Main Authors: Kasekende, Francis, Byarugaba, Kabagabe Jolly, Nakate, Mariam
Format: Article
Language:English
Subjects:
Competitive advantage
Customer retention
Customer services
Education
Elementary schools
Employee retention
Internal customers
JOA
Joint operating agreements
Orientations
Politics
Service industries
Statistical analysis
Studies
Teachers
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Summary:The paper seeks to evaluate the relationship between organizational service orientation, employee satisfaction and employee retention, using cluster and simple random sampling. A sample of 346 teachers was drawn from Kampala District Uganda. The paper reveals that consideration of organizational service orientation and employee retention is crucial for employee retention in public primary schools in Uganda. This was a cross-sectional study that naturally had problems of common method biases. Replication of the study using a longitudinal approach would reduce such biases. The paper emphasizes the need for public primary schools to adapt policies that promote service orientation in order to improve employee satisfaction and retention. The study also takes a cross-sector approach. No wide cross-sector study has appeared before in an investigation of organizational service orientation and employee retention in the education industry in Uganda.
ISSN:1535-668X
1535-668X
DOI:10.1504/JBM.2013.141214