Volunteer Satisfaction in NPOs : Volunteers as Customers of Programs

Abstract

The purpose of this paper is to extract factors of volunteer satisfaction from the viewpoint which looks on volunteers as customers of programs. To retain volunteers and keep high quality of service, NPOs need to pursue volunteer satisfaction. Most of former studies about volunteer management have looked on volunteers as only human resources, and volunteer satisfaction has been argued from the viewpoint of job satisfaction. And those studies have assumed that volunteers belong to organizations. But some volunteers who are interested in only their activities have mobility and emotional aspect in regard to their participation to programs. Therefore, such volunteers can be looked on rather as customers than as human resources, and volunteer satisfaction need to be grasped comprehensively. In this study the author undertook a survey, and extracted satisfying factors and dissatisfying factors. Especially empathical factor had a great impact to volunteer satisfaction. Empathical factor may change the volunteer's value, promote his/her empathy itself, and give him/her a greater satisfaction. Therefore it follows that volunteer satisfaction can be pursued compatibly with NPO's organizational purpose.