Impact of Employee Satisfaction on Customer Satisfaction
CHAPTER ONE
Objectives of the Study
The objective of this study is to examine the impact of employee satisfaction on customer satisfaction by using Airtel Nigeria as a case study. However, the specific objectives are:
- To study relationship between customer satisfaction and employee satisfaction.
- To investigate relationship between employee satisfaction and financial performance which is mediated by customer satisfaction
- To understand the importance of employee satisfaction on customer satisfaction in Airtel Nigeria
CHAPTER TWO
REVIEW OF RELATED LITERATURE
Introduction
Fulfillment of feelings, wishes, and expectations of need are denoted as satisfaction. Every business has an element of satisfaction. It may be higher, lower, or equal in term of motivation, expectation and fulfillment of need is satisfaction (Allen and American Society for, 2004). Employee satisfaction is based on achievement of vision and mission, on other side customer satisfaction is necessary for any organization (Banker et al., 2000). Now a day’s balanced score card is an important factor for any organization for implementation of its policies. Financial and nonfinancial factors are providing a system for improvement of organization with proper feedback from customer. Customer feedback is helpful for organization to improve its efficiency and proper utilization of resources is providing a comprehensive direction for organizational success (Xu and Goedegeburre, 2005). To understand the performance of employees and its impact on customer’ behavior is an important factor in intangible services of employees. Now a day’s satisfaction of customer is a benchmark and other organization monitored (Banker et al., 2000). Research defining the relationship of both employee and customer satisfaction. Organization success is depend on employee satisfaction and its result is reflected in customer satisfaction (Xu and Goedegeburre, 2005). The concept of satisfaction is reflects the level of satisfaction of employees and customers. Organization can attain the advantages with the help of satisfaction of employees and continuous improvement process with motivation. If to satisfied the internal customer ultimate object to satisfied the external customers (Xu and Goedegeburre, 2005). Managers are trying to apply the best practice in production and functional area for development of effective human resource. Services are the key issue in development of career. In marketing, direct relation with customer is raising a question of their satisfaction. HR department is adopting different policies and strategies for satisfaction of employees and its impact toward customer satisfaction (Xu and Goedegeburre, 2005). Loyal and satisfied employees work for organizational profitability and reduces the cost of production. As well as a satisfied customer is an advertisement and goodwill of organization. satisfied customer is increasing the business volume of organization. This is a chain of profitability and it become lengthy and lengthy (Barbosa et al.). Now business environment changed day to day and global trade is increasing as well as competition. Competitive environment is acceptable in term of financial return and manager is accepting the change. Organizational financial progress is an impact of customer satisfaction. Financial performance and customer relationship is a direct relation and satisfaction of employees developing impact on it.
CHAPTER THREE
RESEARCH METHODOLOGY
INTRODUCTION
In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and scientifically present the results of a study to the research audience viz. a vis, the study beneficiaries.
RESEARCH DESIGN
Research designs are perceived to be an overall strategy adopted by the researcher whereby different components of the study are integrated in a logical manner to effectively address a research problem. In this study, the researcher employed the survey research design. This is due to the nature of the study whereby the opinion and views of people are sampled. According to Singleton & Straits, (2009), Survey research can use quantitative research strategies (e.g., using questionnaires with numerically rated items), qualitative research strategies (e.g., using open-ended questions), or both strategies (i.e., mixed methods). As it is often used to describe and explore human behaviour, surveys are therefore frequently used in social and psychological research.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
INTRODUCTION
This chapter presents the analysis of data derived through the questionnaire and key informant interview administered on the respondents in the study area. The analysis and interpretation were derived from the findings of the study. The data analysis depicts the simple frequency and percentage of the respondents as well as interpretation of the information gathered. A total of eighty (80) questionnaires were administered to respondents of which only seventy-seven (77) were returned and validated. This was due to irregular, incomplete and inappropriate responses to some questionnaire. For this study a total of 77 was validated for the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain Impact of Employee Satisfaction On Customer Satisfaction. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing the challenges of employee Satisfaction On Customer Satisfaction
Summary
This study was on impact of employee Satisfaction On Customer Satisfaction. Three objectives were raised which included; To study relationship between customer satisfaction and employee satisfaction, to investigate relationship between employee satisfaction and financial performance which is mediated by customer satisfaction and to understand the importance of employee satisfaction on customer satisfaction in Airtel Nigeria. A total of 77 responses were received and validated from the enrolled participants where all respondents were drawn from staffs Airtel Nigeria, Lagos. Hypothesis was tested using Chi-Square statistical tool (SPSS).
Conclusion
This research scrutinized the different factors of customer satisfaction that satisfy customers and develop a positive relationship between employees and customers. On the basis of results, employee satisfaction reflects the company image. In areas of customer satisfaction, satisfied employees are extremely important because they represent the organization to the public. Every organization should develop policies that strengthen the employees and increase the satisfaction level of employees to enhance organizational performance, which results in customer satisfaction as well as customer retention.
Recommendation
. The researcher proposes the following recommendations: Further research should be conducted in this area to explore the impact of service quality on customer satisfaction. There is a need to explore more independent variables like as supervisory support, customer participation on customer satisfaction.
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