Oracle database administrators as internal customers: Customer satisfaction criteria applied to technical decision making, performance, and evaluation

by Valles, Jose R., Ph.D., CAPELLA UNIVERSITY, 2008, 149 pages; 3290683


A significant body of theory and research has developed around customer and job satisfaction. Although still explored, convergence—applied and valued separately—has taken place in the literature to merge the two around the notion of the employee as the company's internal customer. The net result is that the manager's job satisfaction is now determined in large part by the degree to which he is perceived and acts as an internal customer, evaluating and “buying” products for internal use and application. This fusion of customer and job satisfaction is currently critical to database managers whose job performance and satisfaction is determined by their satisfaction with the evaluation and selection of data systems. In other words, decision criteria involves not only the competency of products being reviewed, but also the degree to which each product generates or supports the job satisfaction of internal customers, which essentially is the focus of this research. The purpose of this research is to compare the degree of satisfaction of Oracle database administrators with the product performance of Windows and Linux platforms and to demonstrate the degree of job satisfaction each system offers each database manager as an internal customer.

AdviserIrving Buchen
Source TypeDissertation
Publication Number3290683

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