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Originalia

Mitarbeiter- und Kundenzufriedenheit in öffentlichen Organisationen

Eine Längsschnittstudie bei der Einführung von New Public Management

Published Online:September 01, 2006https://doi.org/10.1026//0932-4089.47.4.208

Abstract

Zusammenfassung. Es werden die Beziehungen zwischen Mitarbeiter- und Kundenzufriedenheit in öffentlichen Organisationen, die in einem Einführungsprozess von New Public Management (NPM) stehen, untersucht. Dazu wird ein Arbeitsmodell entwickelt, in dem angenommen wird, dass sich der Institutionalisierungsgrad von NPM positiv auf die Mitarbeiterzufriedenheit und die Servicefähigkeit der Mitarbeiter auswirkt. Die drei Dimensionen der Servicefähigkeit (perzipierte Struktur-, Prozess- und Ergebnisqualität) sollten mit drei analogen Dimensionen der Kundenzufriedenheit in einer positiven Beziehung stehen. Die Einführung von NPM wurde in drei öffentlichen Organisationen in einem Trend- bzw. Längsschnittdesign begleitet. Die Stichprobe besteht aus 1073 Mitarbeitern und 2631 Kunden. Für die Auswertungen wurde ein aggregierter Datensatz (n = 52 Mitarbeiter-/Kundenschnittstellen) gebildet. Das Arbeitsmodell konnte bestätigt werden. Durch die Einführung von NPM kommt es zu einer Zunahme der postulierten Beziehungen zwischen Servicefähigkeit und Kundenzufriedenheit. Ein hohes Ausmaß an NPM-Institutionalisierung, Mitarbeiterzufriedenheit und wahrgenommener Servicefähigkeit sind erforderlich für hohe Kundenzufriedenheit.


Job and customer satisfaction in public organizations - A longitudinal study at the implementation of New Public Management

Abstract. The relationship between job and customer satisfaction in public organizations during the process of implementing “New Public Management” (NPM) was investigated. A working model, postulating a positive effect of NPM institutionalization on job satisfaction and service capability of the employees, was developed. The model further postulates a positive correlation between three dimensions of service capability (perceived structure, process, and outcome service capability) with three similar dimensions of customer satisfaction. The introduction of NPM was studied in three public organizations in a longitudinal design. The sample consisted of 1073 employees and 2631 customers. An aggregated data set was formed, consisting of 52 employee/customer interface data sets. The model was confirmed. The introduction of NPM resulted in an increase in the postulated association between service capability and customer satisfaction. High degrees of NPM institutionalization, job satisfaction, and perceived service capability are necessary to reach high customer satisfaction.

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