Examination of the Job Satisfaction of Customer Service Employees: A Case Study of Auckland Airport

Job satisfaction plays a significant role in employees’ performance and commitment. In the service sectors, such as airports, employees interact with customers on a daily basis. Thus, their satisfaction impacts the organisation’s performance. This study examines the impact of hygiene (work environment, job benefits, and interpersonal relationships) and motivators (professional development and recognition) on the job satisfaction of customer service employees at Auckland Airport. The study respondents included both male and female participants of different ages and socio-economic groups. The target sample population was selected through purposive sampling, and data from about 126 respondents were collected through a questionnaire. Descriptive analysis was used to examine the impact of hygiene factors and motivators on the job satisfaction of customer service employees at Auckland Airport. The study found that recognition in the work environment had a significant influence on job satisfaction; job benefits and interpersonal relationships had a significantly lower influence on job satisfaction, and professional development also presented a limited influence on job satisfaction.