Human Resources Analytics: Accounting, Finance, SPSS Essay

Name
Hong Kong Baptist University
School of Business
Human Resources Analytics (HRM7640)
Individual Assignment 2
Introduction
Different factors affect customer satisfaction and job satisfaction in organizations and the service industries and satisfaction ratings help to determine what affects satisfaction. Analysis of the factors affecting customer satisfaction and job satisfaction gives insights into areas that require improvement and factors that have a negative impact on the outcome. The data is for 115 individuals of different ages, both male and female, and from 5 regions. The participants rated supervisor relationship, job satisfaction, and customer satisfaction, and they were aged between 18 and 65 years.
• Descriptive Statistics
Statistics


Age

Organizational tenure in years

Average customer satisfaction rating last year (1:lowest - 7:highest)

All in all, I am satisfied with my job.

How would you rate your working relationship with your supervisor?

N

Valid

115

115

115

115

115


Missing

0

0

0

0

0

Mean

38.00

8.1764

4.9679

5.17

3.42

Median

36.00

5.3333

4.9375

5.00

4.00

Std. Deviation

9.844

8.34611

.71642

1.157

.816

Minimum

18

.25

3.06

1

1

Maximum

65

33.58

6.50

7

5

Sum

4370

940.29

571.31

595

393

There are fifty female respondents and 65 respondents with a mean age of 38 years the average organizational tenure was 8.18 years, with the highest being 0.25 years and the longest 33.58. On the supervisor relation variable “1” was rated as very bad and “4” was rated as very good. 56 of the respondents rated their relations as good, while 43 rated this as neutral, while 4 rated their experience as very bad and another 4 indicated that it was very good. In other words, 86% rated their working relationship with their supervisors as either neutral or good.
Average customer satisfaction rating last year (1: lowest - 7: highest) and the average rating was 4.97 and this variable had the least standard deviation at 0.72 compared to 9.84 for age
Job satisfaction rating was 1 for strongly disagree- and 7 for strongly agree with the average being 5.17 in the slightly agree rating. This is mostly because 47 respondents rated the job satisfaction as “ agree”, and 36 reported as ‘ slightly agree”
Report on the Factor(s) to Increase Customer Satisfaction
 

Coefficients

Intercept

3.46190

Gender

0.26281

Age

0.00613

Education

0.11334

Org Tenure

-0.00554

Region

-0.06982

Sup Relation

0.10617

Job Sat

0.12006