Factors influencing frontline employees' satisfaction at service counter in public health care - a case study in sarawak general hospital (SGH)

This research aims to identify factors influencing frontline employees' satisfaction at service counter in public health care. The first specific objective of this research is to measure the level of satisfaction among the frontline employees at service counter. Second is to identify the essential factor of personal satisfaction, workload, team spirit, training and professional support in influencing frontline employees' satisfaction. Third is to examine the influence of the demographic factors on the frontline employees' satisfaction. Fourth is to determine most dominant factor that influence the frontline employees' satisfaction. There were 94 respondents from frontline employees at service counter whom had completed a self-administered questionnaire, which was taken and modified from the questionnaire of Chou, Boldy & Lee (2002) on variables affecting their satisfaction. These variables were personal satisfaction, workload, team spirit, training and professional support. Data obtained from the hospital were analyzed using Statistical Package of Social Sciences (SPSS) Version 14.0 with Independent Sample t-test, One Way Analysis of Variance (ANOVA), Pearson Correlation Coefficient and Multiple Regression Analysis. Overall, SGH service counter frontline employees' satisfaction level is satisfied. Results also indicated that there were no significant difference between demographic characteristics and the frontline employees' satisfaction. However, results revealed that there were relationships between variables being studied which were personal satisfaction, workload, team spirit, training and professional support with frontline employees' satisfaction. The dominant factor which was found affected frontline employees' satisfaction was training. This research had advanced the understanding of frontline employees' satisfactions and revealed the factors that influence the employees' satisfaction. Thus, it enables management to take actions in order to increase the frontline employees' satisfaction and motivate them to perform well in their job