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http://dx.doi.org/10.12812/ksms.2012.14.2.277

The relationship between job satisfaction and service quality, and the moderating effect of gender in food service restaurants  

Ahn, Kwan-Young (Department of Business Administration, Sangji University)
Kim, Gil-Seon (Department of Business Administration, Sangji University)
Son, Yong-Seung (Korean Air Force)
Publication Information
Journal of the Korea Safety Management & Science / v.14, no.2, 2012 , pp. 277-284 More about this Journal
Abstract
This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.
Keywords
intrinsic job satisfaction; extrinsic job satisfaction; service quality; gender;
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