International Journal of Computer Information Systems, Vol. 3, No.

3, 2011

An Expert System for Effective Job Satisfaction Using Human Computer Interaction
M.E. Student Sipna College of Engineering & Technology, Amravati. pankajbharne@gmail.com

Mr. Pankaj K. Bharne

Principal Shri Sant Gajanan Maharaj College of Engg., Shegaon principal@ssgmce.ac.in

Dr. V. N. Gohokar

Associate Professor Sipna College of Engineering & Technology, Amravati. v_gulhane@rediffmail.com

Prof. V. S. Gulhane

AbstractSince the 90's of the 20th century, Employees Satisfaction theory has developed on the basis of Customers Satisfaction theory, and has gradually been taken seriously. A lot of scholars' study indicates that the level of staff's satisfaction will influence the staff's behavior, and then will influence the customer's satisfaction directly. So, it is still necessary to carry on the research of the job satisfaction with modern method. Our model uses Expert system that provides the solution for Job satisfaction with HCI by using a Chatterbot Like application. In which employee login to the Chatterbot page and give the answer of systems questions, as per the employees answer system gives the reply with tentative solutions of its Job satisfaction. By using this application any Organization easily measures the feedback from employees and provides the better Job satisfaction to their employees. It helps the organization for achieving their goal of business with good ROI (Return on Investment). Keywords- Expert System, Job satisfaction, Job Satisfaction Model, Human Computer Interaction, Affect Theory, Dispositional Theory, Two-Factor Theory, Job Characteristics Model.

interpretation. This perception and interpretation are subject to all the effects of self-reference architecture. This definition refines the research from the different dimension of job satisfaction to draw more in-depth research results [1]. Humancomputer interaction (HCI) is the study of interaction between people (users) and computers. It is often regarded as the intersection of computer science, behavioral sciences, design and several other fields of study. Interaction between users and computers occurs at the user interface, which includes both software and hardware; for example, characters or objects displayed by software on a personal computer's monitor, input received from users via hardware peripherals such as keyboards and mice, and other user interactions with large-scale computerized systems such as aircraft and power plants. Human-computer interaction (HCI) is a multidisciplinary field, spanning computer science, psychology and cognitive science, engineering and art. HCI had its origins in the 1950s, though it was not recognized as a field until relatively recently. II. EXPERT SYSTEM An expert system is software that attempts to provide an answer to a problem, or clarify uncertainties where normally one or more human experts would need to be consulted. Expert systems are most common in a specific problem domain, and is a traditional application and/or subfield of artificial intelligence. A wide variety of methods can be used to simulate the performance of the expert however common to most or all are 1) the creation of a knowledge base which uses some knowledge representation formalism to capture the Subject Matter Expert's (SME) knowledge and 2) a process of gathering that knowledge from the SME and codifying it according to the formalism, which is called knowledge engineering. Expert systems may or may not have learning components but a third common element is that once the system is developed it is proven by being placed in the same real world problem solving situation as the human

I. INTRODUCTION Since the mid-1930s, employee satisfaction has had the study of history for many years. Hoppock made the concept of job satisfaction for the first time in his famous "Job Satisfaction" published in 1935. He believes that job satisfaction is the workers satisfaction feeling of both psychological and physiological factors on the environment, and is workers subjective response to work situations. Since then, job satisfaction has become the topic which various scholars compete to discuss. Many researchers have their own opinion of about the meaning of job satisfaction; the definition can be broadly divided into three categories: a comprehensive definition the gap between expectations and reference framework definition [2-3]. Reference framework definition thinks that job satisfaction is a result obtained after the staffs explain the characteristics of the work according to their own frame of reference and is a reference work of its staff of the emotional response dimension [1]. Objective characteristic in the organization or work is not the most important factor to affect the people manner and behavior, but people's subjective perception and

Special Issue

Page 30 of 69

ISSN 2229 5208

International Journal of Computer Information Systems, Vol. 3, No. 3, 2011 SME, typically as an aid to human workers or a supplement to some information system [2]. Expert Systems are interactive computer programs that use knowledge and inference procedures to solve problems, in a specific domain, that are sufficiently complex as to require significant human expertise for their solution. Figure 1 shows the components of Expert system. how well the personal job demands are fulfilled in this research [3]. In general, job satisfaction describes a persons overall affective reaction to the set of work and work related factors [4]. Many researchers have their own opinion of about the meaning of job satisfaction; the definition can be broadly divided into three categories: a comprehensive definition the gap between expectations and reference framework definition. Reference framework definition thinks that job satisfaction is a result obtained after the staffs explain the characteristics of the work according to their own frame of reference and is a reference work of its staff of the emotional response dimension [5-6]. Among various behavioral theories long generally believed and embraced by American business are those of Frederick Herzberg and Abraham Maslow. Herzberg, a psychologist, proposed a theory about job factors that motivate employees. Maslow, a behavioral scientist and contemporary of Herzberg's, developed a theory about the rank and satisfaction of various human needs and how people pursue these needs. These theories are widely cited in the business literature [7]. A. Need of Job Satisfaction Satisfied employees tend to be more productive, creative and committed to their employers, and recent studies have shown a direct correlation between employers satisfaction and employees satisfaction. The manager who can create work environments that attract, motivate and retain hard-working individuals will be better positioned to succeed in a competitive environment that demands quality and cost-efficiency. What's more, company may even discover that by creating a positive workplace for their employees, they've increased their own job satisfaction as well. Job satisfaction helps the organization for achieving their goal of business with good ROI. Organization easily measures the feedback from employees and provides the better Job satisfaction to their employees. If employees are satisfied with their job, they give their best for the organization. And it affects on the competitive environment of market that demands quality and costefficiency. B. Model of Job Satisfaction Edwin A. Lockes Range of Affect Theory (1976) is arguably the most famous job satisfaction model. The main premise of this theory is that satisfaction is determined by a discrepancy between what one wants in a job and what one has in a job. Further, the theory states that how much one values a given facet of work (e.g. the degree of autonomy in a position) moderates how satisfied/dissatisfied one becomes when expectations are/arent met. When a person values a particular facet of a job, his satisfaction is more greatly impacted both

Fig 1: Components of Expert System An expert system consists of the following components according to Giarratano and Riley: User Interface: The means by which the expert system and the users communicate. Explanation Facility: The system explains to the user the way it reasons. Working Memory: A global data base where all the facts used by the rules are stored. Inference Engine: Makes inferences by deciding which rules are satisfied by facts, prioritizing the satisfied rules, and executing the rule with the highest priority. Agenda: A prioritized list of rules created by the inference engine, whose patterns are satisfied by facts in working memory. Knowledge Acquisition Facility: An automatic way to introduce new knowledge without the necessity of coding it. III. JOB SATISFACTION In organizational behavior, the attitude of greatest interest is the general attitude toward work or a job, often called job satisfaction. For the sometimes complex relationships between job satisfaction and job performance, the mangers of organization are particularly interested in the sources of job satisfaction because they often suggest actions that can be taken to improve employees job satisfaction. In fact, managers throughout the world are concerned with worker attitudes toward work and the satisfaction they get from it. Job satisfaction is a sort of personal psychological judgment that reflects

1) Affect Theory

Special Issue

Page 31 of 69

ISSN 2229 5208

International Journal of Computer Information Systems, Vol. 3, No. 3, 2011 positively (when expectations are met) and negatively (when expectations are not met), compared to one who doesnt value that facet. To illustrate, if Employee A values autonomy in the workplace and Employee B is indifferent about autonomy, then Employee A would be more satisfied in a position that offers a high degree of autonomy and less satisfied in a position with little or no autonomy compared to Employee B. This theory also states that too much of a particular facet will produce stronger feelings of dissatisfaction the more a worker values that facet. of the model may have been a methodological artifact. Furthermore, the theory does not consider individual differences, conversely predicting all employees will react in an identical manner to changes in motivating/hygiene factors. Finally, the model has been criticized in that it does not specify how motivating/hygiene factors are to be measured.

4) Job Characteristics Model

Hackman & Oldham proposed the Job Characteristics Model, which is widely used as a framework to study how particular job characteristics impact on job outcomes, including job satisfaction. The model states that there are five core job characteristics (skill variety, task identity, task significance, autonomy, and feedback) which impact three critical psychological states (experienced meaningfulness, experienced responsibility for outcomes, and knowledge of the actual results), in turn influencing work outcomes (job satisfaction, absenteeism, work motivation, etc.).The five core job characteristics can be combined to form a motivating potential score (MPS) for a job, which can be used as an index of how likely a job is to affect an employee's attitudes and behaviors----A meta-analysis of studies that assess the framework of the model provides some support for the validity of the JCM [7]. IV. IMPLEMENTATION OF JOB SATISFACTION MODEL

2) Dispositional Theory
Another well-known job satisfaction theory is the Dispositional Theory Template: Jackson April 2007. It is a very general theory that suggests that people have innate dispositions that cause them to have tendencies toward a certain level of satisfaction, regardless of ones job. This approach became a notable explanation of job satisfaction in light of evidence that job satisfaction tends to be stable over time and across careers and jobs. Research also indicates that identical twins have similar levels of job satisfaction. A significant model that narrowed the scope of the Dispositional Theory was the Core Self-evaluations Model, proposed by Timothy A. Judge in 1998. Judge argued that there are four Core Self-evaluations that determine ones disposition towards job satisfaction: selfesteem, general self-efficacy, locus of control, and neuroticism. This model states that higher levels of selfesteem (the value one places on his/her self) and general self-efficacy (the belief in ones own competence) lead to higher work satisfaction. Having an internal locus of control (believing one has control over her\his own life, as opposed to outside forces having control) leads to higher job satisfaction. Finally, lower levels of neuroticism lead to higher job satisfaction

A chatbot (or chatterbot, or chat bot) is a computer program designed to simulate an intelligent conversation with one or more human users via auditory or textual methods. Traditionally, the aim of such simulation has been to fool the user into thinking that the program's output has been produced by a human (the Turing test). Programs playing this role are sometimes referred to as Artificial Conversational Entities, talk bots or chatterboxes. More recently, however, chatbot-like methods have been used for practical purposes such as online help, personalized service, or information acquisition, in which case the program is functioning as a type of conversational agent. What distinguishes a chatbot from more sophisticated natural language processing systems is the simplicity of the algorithms used. Although many chatbots do appear to interpret human input intelligently when generating their responses, many simply scan for keywords within the input and pull a reply with the most matching keywords, or the most similar wording pattern, from a textual database. Our application of job satisfaction model is implemented using the expert system and works like as chatterbot application. One knowledgebase file is used to store the Keywords as the Knowledge base. Once Employee enters the keywords, system checks that keyword in file and if it is match then sends the appropriate reply as an output to the Employee, and if it doesnt match then sends the exception. Figure 2 shows the work flow diagram of our model.

3) Two-Factor Theory (Motivator-Hygiene Theory)

Frederick Herzbergs Two factor theory (also known as Motivator Hygiene Theory) attempts to explain satisfaction and motivation in the workplace This theory states that satisfaction and dissatisfaction are driven by different factors motivation and hygiene factors, respectively. An employees motivation to work is continually related to job satisfaction of a subordinate. Motivation can be seen as an inner force that drives individuals to attain personal and organizational goals (Hoskinson, Porter, & Wrench, p.133). Motivating factors are those aspects of the job that make people want to perform, and provide people with satisfaction, for example achievement in work, recognition, promotion opportunities. These motivating factors are considered to be intrinsic to the job, or the work carried out. Hygiene factors include aspects of the working environment such as pay, company policies, supervisory practices, and other working conditions. While Hertzberg's model has stimulated much research, researchers have been unable to reliably empirically prove the model, with Hackman & Oldham suggesting that Hertzberg's original formulation

Special Issue

Page 32 of 69

ISSN 2229 5208

International Journal of Computer Information Systems, Vol. 3, No. 3, 2011 file Following Figure shows the knowledge base access

Fig 2: The Work Flow of Job Satisfaction Model Following are the steps to measure the Job satisfaction of any employee. 1. 2. 3. 4. 5. 6. 7. Employee logins to the application with their name. Once they login to an application system asks some questions related to personal details to the employee. The answers of each question must be given by the Employee. After that system asks some questions to the Employee. System finds the matching keyword within the knowledge and gives the reply from knowledge base. As per the answer given by the Employee, system measures the job satisfaction and gives the reply with some solutions of Job satisfaction. If Employees answer does not match to the knowledge base of the system then it sends the option to the Employee for getting better job satisfaction. A. Knowledge Base Knowledge base is an expert system database in which all the keywords are stored. In Our one access file is created for knowledge base and all the keywords are stored. So that whenever user gives any answer to the systems questions, System checks the appropriate keywords from the knowledge base and sends the reply for that keyword. If keywords not match then system sends the reply with some other massage as COME AGAIN WHAT'S THAT SUPPOSED TO MEAN? I'M NOT SURE I KNOW WHAT YOU ARE TALKING ABOUT, etc

Fig 3: Knowledge Base file

B. Model for Personal Details When user login to the model; system first ask them some questions related to their personal details. Within the personal details user must give the answer of following items: 1. 2. 3. 4. 5. 6. GENDER AGE(YEARS) MARITAL STATUS EDUCATION INCOME POSITIONS

The item variables are asked by the system to the employee as question and the employee must have to enter the answer. Following Figure shows the personal details model

Special Issue

Page 33 of 69

ISSN 2229 5208

International Journal of Computer Information Systems, Vol. 3, No. 3, 2011 The system checks the answer with the options which are stored in knowledgebase file. As per the input given by the employee, calculate the Job satisfaction. If the employee doesnt satisfy with its current job then system gives the appropriate options to the employee. So that it gets the good job satisfaction. By using this application any organization checks the employee satisfaction level, there problems and try to find the solution of it. It helps the organization to achieve the business goals with more profit and employee satisfaction. CONCLUSION As Expert Systems are interactive computer programs that use knowledge and inference procedures to solve problems, it provides an easy solution for calculating Job satisfaction using HCI application. Job satisfaction describes a persons overall affective reaction to the set of work and work related factors. Once any organization measures the Job satisfaction of employees they can easily manage their business growth. Using this application we can easily find out the solutions on problems of unsatisfied employees and it shows the better impact on business outcome with employee satisfaction. REFERENCES
[1] Zhen LIU & Jie YANG. 2009. A Study on Job Satisfaction of [2] Expert System. "http://en.wikipedia.org/wiki/Expert_ system" [3] WU Wenhua School of Management, Hunan University,
P.R.China. 2008. The Relationship between Organizational Career Management and Job Satisfaction: An Empirical Study on Software R&D Professionals. International Conference on Risk Management & Engineering Management. Characteristics and Job Satisfaction: A Relationship Study on Supervisors Performance. Proceedings of the 2010 IEEE ICMIT. Hotel Employees. 978-0-695-3876-1/09 IEEE.

Fig 4: Personal Details Model C. Model for Measuring Job Satisfaction There are many methods for measuring job satisfaction. One of them is for collecting data regarding job satisfaction is the Likert scale (named after Rensis Likert). Other methods of for gauging job satisfaction include: Yes/No questions, True/False questions, point systems, checklists, and forced choice answers. In our model, we use the Yes/No questions method for measuring job satisfaction. After getting the personal details from user, system asks the question to user related to job satisfaction. User must give the answer of these questions. The questions are as follows: 1. ARE YOU IN WORKING PRESSURE? 2. ARE YOU COMFORTABLE WITH WORKING ENVIRONMENT OF YOUR COMPANY? 3. ARE YOU UPSET BECAUSE OF SOMETHING THAT HAPPENED UNEXPECTEDLY? 4. ARE YOU FELT THAT YOU HAVE BUSY SCHEDULE? 5. ARE YOU FELT NERVOUS AND STRESSED? etc Figure 5 shows the module for measuring job satisfaction

[4] Noor Azzah Said, Assoc. Prof. Dr. Rudzi Munap. 2010. Job [5] Locke E.A. The nature and consequences of job satisfaction. [6] Quarsteim, V.A., McAfee, R.B. & Glassman, M. 1992. The
situational occurrences theory of job satisfaction. Human Relations.

Handbook of industrial and organizational psychology (pp. 12971349). Chicago: Rand-McNally.

[7] Job

Satisfaction: Putting Theory into "http://www.aafp.org/fpm/1999/1000/p26.html".

Practice.

Fig 5: Model for Measuring Job Satisfaction

Special Issue

Page 34 of 69

ISSN 2229 5208

International Journal of Computer Information Systems, Vol. 3, No. 3, 2011

AUTHORS PROFILE Pankaj K. Bharne, received his B.E. degree in Computer Science and Engineering from Amravati university (India). He is pursuing his Master degree from Amravati University. He has professional experience in the area of ERP database administration, ERP Human Resources. His field of interest is ERP based Human resources system.

Vijay N. Gohokar, working as Principal, Shri Sant Gajanan Maharaj College of Engineering, Shegaon, Maharashtra (India). He received his Ph.D. degree from Amravati University. His employment experience includes the teaching in the area of Power System, Switchgear & Protection for System Automation. His field of interest is Distribution Automation.He is member of I.S.T.E.,IEEE.

Vijay S. Gulhane is Associate Professor of Department of Computer Science & Engineering at Sipnas College of Engineering and Technology, Amravati. With 14 Year Teaching Experience. He did his B.E. (Computer Engineering) in 1994 & M.E. (Computer Science & Engineering) in 2005 from Amravati University. He is currently Ph.D. Scholar in Computer Science & Engineering from SGB Amravati University, Amravati. He is life member of I.S.T.E.; I.E.T.E. ACM and Member IEEE

Special Issue

Page 35 of 69

ISSN 2229 5208