Job Satisfaction Model: An Ex Ante and Ex Post Perspective of Job Experience

Objective: In this research, the objective is to estimate job satisfaction using a model that integrates ex ante and ex post perceptions of the job experience, considering work expectations, quality, engagement and pressures, as well as corporate image, in order to manage it strategically, since it constitutes one of the main challenges in addressing the human factor in organizations. Theoretical Framework: The contribution of the two-factor theory to the study of job satisfaction is highlighted. This theory is based on intrinsic factors that capture internal experiences at work, while extrinsic factors focus on the rewards or benefits obtained from performing the task. Method: Using data collected from 234 bank employees in Mexico, a quantitative approach and explanatory scope were used. The technique consisted of structural equation modeling. Results and Discussion: The main predictor of job satisfaction was the perceived quality of the work experience, while corporate image, work expectations, and work commitment had a moderate influence. The control variables were not significant. One finding was the positive effect of work pressures on job satisfaction, which could offer new insights into managing them. Research Implications: The research concluded that it is advisable to periodically conduct exercises to identify the most highly valued job characteristics, thereby improving perceptions of quality based on on-the-job experience. This action will contribute in two ways: first, directly, since quality is the main determinant of satisfaction, and second, because employees are the main reflection of organizational values, making them communicators of the sector's attributes as an employer. Originality/Value: This research contributes to the validation of a comprehensive job satisfaction estimation model. It considers ex ante and ex post perspectives on the job experience by adapting customer satisfaction indices to the work context.