A Proposal on the Impact of Employee Satisfaction on Customer Satisfaction
Chapter One
Objectives of the Study
The following research objectives were formulated:
- To study the relationship between customer satisfaction and employee satisfaction.
- To investigate the 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
Customer Satisfaction
To succeed in today’s complex and competitive market, researchers believe that customer satisfaction is a key factor (Ndubisi&etal, 2007). Customer satisfaction is a critical performance indicator (Adsit et al., 1996; Gilaninia et al, 2011). Customer satisfaction has considerable value, because data related to consumption derived (in front of production) and leading indicator is considered future profitability. Customer satisfaction is guidance for achieving greater customer loyalty. Customer satisfaction through improving loyalty ensures future income, reduce the costs of future transactions, reduces the price elasticity and prevent from decline customers of organization when the slides possible quality. Also, word of mouth recommendations from satisfied customers reduce costs of new customer’s attraction and promote the organization’s reputation. In contrast, customer dissatisfaction has reverse the effects. Therefore, satisfied customers be a valuable asset for the organization (Anderson and Fornell, 2000). Transcendental organizations meet their needs and expectations of customers. These organizations monitor their competitor’s activities and detect competitive advantages. Mentioned organizations effectively anticipate future needs and expectations of its customers to meet the needs and expectations. These organizations respond against their weaknesses so quickly and effectively. They create and maintain transcendental relationships with all of their customers. If organizations divided into three groups include the path of at the beginning excellence organizations and organizations in the middle excellence, mature organizations, it can say that in the beginning organizations have assessed level of customers satisfaction, the middle excellence organizations have been successful to establish relationship between short-term and medium-term goals with customer needs and expectations and mature organizations measure incentives for business to understand customer satisfaction and customer loyalty issues related and act based on it (Ghafari Ashtiani,2008). Today’s rapidly changing and increasingly competitive environment, banks are forced to make their views are directed towards customer satisfaction, because by increases customer satisfaction will follow behavioral outcomes such as commitment, intent to stay, and customer loyalty, creating mutually and beneficial relationships between service providers and users, and acceptance of failure and probability slides and also positive word of mouth recommendations of customer (Arasli et al, 2005).
CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
The researcher used descriptive research survey design in building up this project work. The choice of this research design was considered appropriate because of its advantages of identifying attributes of a large population from a group of individuals. The design was suitable for the study as the study sought to impact of employee satisfaction on customer satisfaction
CHAPTER FOUR
METHOD OF DATA ANALYSIS
The researcher will employ oral and direct interview in administering this research questions. Responses from the respondents were needed unlike questionnaires, which is less rewarding due to late receipt and loss of responses from respondents. The method of data analysis that will be used by the researcher is the simple percentage. More so, percentage and degrees of the responses will also be used in the analysis. Here, the ratio of those whose responses were not in the affirmative will be found and conclusions will be drawn there upon. Representations of the level of responses will be made in tabular form. The Statistical Package for Social Sciences (SPSS) software will be used to test the hypotheses.
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