Annals of Operations Research

, Volume 247, Issue 2, pp 657–675 | Cite as

Assessment and improvement of employee job-satisfaction: a full-scale implementation of MUSA methodology on newly recruited personnel in a major French organisation

  • Bérangère Gosse
  • Christian Hurson


During the last 20 years, a large number of studies have investigated the relationship between employee satisfaction and specific job characteristics, with often contradictory results. The aim of this paper is the assessment of job satisfaction of recent recruits in a large French company. The approach adopted here is to view employees as internal customers of an organization, and their satisfaction as an important driver for business success. Using the MUSA multicriteria methodology for customer satisfaction evaluation, the study aimed (1) to identify and measure satisfaction criteria of newly recruited personnel, and (2) to determine new organisational policies based on the findings.


Multiple criteria Human resources management Employee satisfaction Newly recruited personnel MUSA methodology 



The authors would like to thank Eric Morand who realized data collection; Nikos Tsotolas who realized data processing, Mireille Theveny and Jan Wikramaratna who checked English text.


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Copyright information

© Springer Science+Business Media New York 2015

Authors and Affiliations

  1. 1.NIMEC EAE 969 - IAE Rouen - University Business SchoolRouen CedexFrance

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