THE RELATION BETWEEN ERGONOMIC FACTORS, EMPLOYEE TURNOVER AND CUSTOMER COMPLAINTS. AN EMPIRICAL CASE STUDY IN AN AUTO REPAIR SHOP

Alina PANCIU, Lucian LOBONȚ

Abstract


Job satisfaction and work well-being are fundamental needs of every employee. Of course, because of their relative and personal level of perception, sometimes management are not up to date with their personnel opinions and feelings about work environment conditions. Staff dissatisfaction leads to high employee turnover and the fluctuation of staff results in errors and faults, further causing customer complaints and in the end loss of profit. In this research, by examining the case of a maintenance and car repair company, the scope is to establish a link between the performance of the employees and the improvement of their working conditions and how ergonomics can support a company's business strategy to stay competitive. Also, we establish that there is a correlation between ergonomic factors, employee satisfaction, employee turnover and customer complaints.

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References


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