International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss


Examining Stress, Job Satisfaction and Customer Satisfaction in a Transport Company (A Case from Pakistan)
Muhammad Imran Malik, Dr. Muhammad Nadeem Safwan, Amir Gulzar Sindhu

Stress harms the employee attitude towards work and reduces customer satisfaction. The current study examines the relationship of negative stress experienced by the bus hostesses and their job satisfaction. The relationship of both the variables with customer satisfaction has also been examined among hostesses working in a transport company operating through different cities of Pakistan. A questionnaire was employed to gather responses which resulted in 105 final responses (65.4% response rate). The relationship is examined by employing Pearson’s correlation and regression analysis. The results show that there is an opposite relationship of stress and job satisfaction among bus hostesses. This negative relationship ultimately effects the customer satisfaction which may encourage the management and employees of the company to curb out such factors prevailing among employees. Further suggestions are added to paper to maintain the satisfactory level of hostesses which leads to customer satisfaction which may help the management of the company to increase its market share. Additionally the results of the current study are compared with the previous studies.

Full Text: PDF