Impact Of Employee Satisfaction On Customer Satisfaction In Telecom .
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518298Impact of employee satisfaction on customersatisfaction in telecom sector of PakistanHumaira azizSamreen LodhiAbstract—The satisfied customers actually are the possessions of business, to implement enhanced business in this aggressive era, onlyemployee satisfaction, reward and motivation amenities not competent to increases customer satisfaction ,but also other aspects in terms oforganizations policies, high-quality product, product consistency, product features also required to enhance customer satisfaction, thefindings of research concluded that only superior employees service to customers not lead higher customer satisfaction, result also explorethat if companies have the policy to satisfy employee although if satisfied employees are not devoted ,realistic, competent, eligible anddevoted with their work they not lead higher customer satisfaction , the findings of research also explore that it’s not necessary that merelytrained and motivated employees increases customer satisfaction a lot of the other aspect also required for higher customer satisfaction, afew kind of training for employees is needed, but training of employees also include many negative aspect also, such as employees leavefor better job, high training cost , wastage of time moreover if employees not have higher job satisfaction in terms of promotion, recognition itdecreases employee morale as a result they not interested to entertained customers effectively either they are trained or not also iforganizations motivated their employees through financial and another assertive but the employee is not enough qualified, , reliable, skilful,and knowledgeable to respond and satisfy customer requirements easily which lead poor customer satisfaction, to explore the correct result,SPSS software used, study is descriptive in nature, a structured questionnaire was design to collect data, by using primary data theobjective used for likerd scale were, strongly agree, agree, neutral, disagree, strongly disagree, a questionnaire was close handed, thequestionnaire was distributed among 220 employees and customers of mobilink, zong, warid, uphone, telenor out of which 170 forms werecollected , qualitative data collection is taken to analyze the result, result concluded that employee satisfaction is not lead —— ——————————1. INTRODUCTIONSatisfied employees facilitate to create satisfiedcustomers, The satisfied customers actually are thepossessions of business, Satisfaction of employee isboost through training, motivation, reward and elsewhile customer satisfaction depends upon thequality service, product quality ,contentment as wellas admirable behavior of employee throughprofessional development Satisfied employees areReally important because they symbolize theorganization to the public a optimistic link subsistamong employee and customer satisfactions andcircuitous relation between employee satisfactionand business success because employee part isawfully imperative as it illustrate major part into theachievement of modern association, the result ofshows that customer satisfaction declines when theorganization policies include inadequacy plusmotiveless rule for employees thus when employerprovides superior satisfaction and motivatingamenities, employees will carry out their obligationmore competently and they will be more focused ontheir job and origin their customers to be moresatisfied in return , but only when they are realiblewith their job according to the studies ofmotivation of employee through training play amajor role to boost employee’s performance ,alsoemployee motivation and organizationaleffectiveness has positive relationship, the more theemployees are intention to tasks success ,more itleads higher organizational growth , motivation ofemployee through training play a significant role toenhance employee’s performance because traininghelp employee to perform their task more efficientlywhich results higher employee motivation alsoreward pay significant role for the motivation andsatisfaction of employees, results shows that 75%IJSER 2015http://www.ijser.org
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518Of the employees alleged that reward of theirefficient performance through supervisors givesthem direction to perform effectively and higher jobsatisfaction. The companies may expand investmentin different areas of business to compete with othercompanies but not focusing on the investment ofmotivation, reward and training programs whichresults poor customer satisfaction and unable toachieve goal oriented, result concluded thatemployees emerge more often and be the mostsubstantial clue toward customers ‘acuity1.1 PROBLEM STATEMENTThe purpose of this study is to examine if employeesatisfaction influence customer satisfaction or not1.2 SIGNIFICANCE OF THE STUDYThe significance of my research help organizationsto observe the relationship between employeesatisfaction and customers satisfaction , training,motivation, and reward of employees not onlyincreases customer satisfaction but also otheraspects required in terms of quality andeffectiveness of product organizations must have tofocusing in such areas to enhance productcompetency for higher customer retention andsatisfaction, This study helps in instructive theupdated facts and figures like organization updatedpolicies, updating correspondence, promotions, andsuperiority of product2991.4 LIMITATION OF THE STUDYBecause of constriction of time and resources it’svery difficult to manage as well as there is alimitation of sample size some customers not givetheir suggestion properly, therefore it’s difficult toget accurate consequence1.5 SCOPE OF THE STUDYThis topic is truly significant and has high scope intelecommunication industry to increase highercustomer satisfaction by observing the affiliationbetween employee satisfaction and customersatisfaction; as well this study will facilitate thestudents and journalist in near future. They caneasily gather facts and figures from the researchpaper.IJSER1.3 OBJECTIVES OF THE STUDYThe following objectives are expressed for thecurrent study: To find association between employeetraining, reward, motivation and customersatisfactionTo examine if employee satisfaction has apositive influence on customer satisfactionTo assess the impact of employeemotivation, training, reward on customersatisfaction1. LITERATURE REVIEWAccording to the studies, of (Muhammad BilalAhmad, 2012)employees play an imperative partbehind the accomplishment of an organization thestudy examine the effect of employee’s motivationon the organization revelation of customersatisfaction, for this study Correlation andregression analysis, SPSS is used to examine thequestissonnaire data, regression analysis andPearson correlation analysis is used to analysis theaffiliation among employee motivation andcustomer satisfaction, study emphasize the necessityof introducing employee motivational programsintended for rising employee motivation, and alsoshows pay and benefits play a vital role inemployees motivation, and employees motivationand its gears has positive contribution in satisfyingcustomers of airline industry because customersassess airline services by the behavior performanceand actions of its employees.According to Webster’s New Collegiate Dictionary,a motive is “incredible a want or craving that originan individual to perform. The intention of the studyis to examine the impact and relationship amongIJSER 2015http://www.ijser.org
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518employees’ motivation and organizationaleffectiveness, and to recognize the factors thateffects employee motivation in thetelecommunication and banking sector of Pakistan,(Manzoor, 2012)results concluded that employeemotivation and organizational effectiveness haspositive relationship, The more the employees aremotive to tasks accomplishment ,more it leadshigher organizational growth, a sample of 103respondents was taken and Pearson correlation wasapplied. The results prove that there existssignificant positive correlation, for the organizationcompetence, motivated employees worksparamount, which lead them toward growth andadvancement.The satisfied customers actually are the possessionsof business, to execute a better business in thisaggressive era, satisfaction of customers is needed,which imposed the author (Adeel Daniel, 2010)toexplore the impact of employee satisfaction viacustomer satisfaction in the service sector ofPakistan, from every city the sample size of thestudy is 50 respondents and to conduct the fieldanalysis, a stratified random sampling was attain,two different questionnaires have been developedto ensure the responses of employees and customersindividually through this searching we hypothesizethat, when employer provides superior satisfactionand motivating amenities, employees will carry outtheir obligation more competently and they will bemore focused on their job and origin their customersto be more satisfied in return, so the study outcomesconcluded that, impact of employee satisfaction hasa positive impact on customer satisfactionstructured questionnaire, Primary Data has beencollected ,For data analysis author used Correlationand Regression technique with Chi-Square Test forfurther support to the results , from the study thefindings concluded that customer contentment ispowerfully sway by employees motivation in thechosen banks, thus the banks should focus inemployees enthusiasm intended for higher customersatisfaction.motivation intensity influence both workingenvironment as well as customer satisfaction, theaimed of this study is to explore the effect ofemployee performance by the motivational factor oftraining in employees performance, to acquireaccurate result descriptive test, correlation, andregression test is applied, 30 questionnaires aredistributed in different universities of Pakistan,assemble 150 questionnaires total, The result of(Asim, 2013)study reveals that motivation ofemployee through training play a significant role toenhance employee’s performance of educationalsector, if the employees are motivated they effortsmore for organization success which results highcustomer satisfaction.IJSER(Dr. Abdul Ghafoor Awan, 2014)Employeemotivation plays a vital role in satisfaction ofcustomers, the purpose of the research is toexamine the impact of employee motivation oncustomer satisfaction in banking sector of Pakistanthat is Askari Bank Ltd, Habib Metropolitan BankLtd , Bank Al-Habib Ltd in this study, through300Satisfied employees are really important becausethey symbolize the organization to the public, theintention of author (Raja Irfan Sabir1, 2014) is tostudy the effect of employee satisfaction oncustomer satisfaction in electric supply company ofLahore ,for this study Lahore electric companyemployee selected ,researcher used quantitativeapproach and used survey method , as well astechnique of random and non probability samplingwith sample size of 125 employees ,results showsthat the relationship was positive among employeesatisfaction on customer satisfaction, differentfactor of employee satisfaction has mainlypowerful impact on customer satisfaction becauseemployee satisfaction reflect the company image asa result of that organizations must have to focus inareas that reinforce and enhance satisfaction ofIJSER 2015http://www.ijser.org
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518employees which leads higher customer retentionand customer satisfactionThe aimed of this study is to find out the impact ofrecognition via reward on employee’s performance,efficiency and employee’s retention, intended forthis study, the city of Karachi was chosen withsample size of 100 employee’s, that is tested bychi2 inferential analysis and a close endedquestionnaire to terminate the relation amongcontroller recognition and employees' recital, theresults of (Shazia Khan, 2011) shows that there isradically positive relationship between managerrecognition through reward and employees' recital ,75% of the employees alleged that reward of theirefficient performance through supervisors givesthem direction to perform effectively and higher jobsatisfaction.research is to observe the impact of employeemotivation on customer satisfaction and concludehow customer satisfaction direct superiororganizational recital, from the result of previousstudy, it is proven that employee motivationpositively yields employee satisfaction that resulthigher customer satisfaction which positivelycontribute to increase organizational proceeds.(Masood Ul Hassan, 2013)To effect in superior financialrecital, satisfy employees and costumers play vital role,the key reason of this study is to find out two mainrelations, straight link among employee satisfaction andcustomer satisfaction as well as, indirect affiliationlinking financial performance and employee satisfaction,author used quantitative research and collected datathrough 600 questionnaires in life Insurance Corporationbranches ,to check the direct and arbitrate link amongvariables ,correlation, reliability and regression test areapplied, findings concluded that positive link endureamong customers and employee satisfaction and alsofinds that vastly satisfied employee are really motivatedto gratify costumers, which lead the elevated financialperformance of firm.IJSEREmployee satisfaction plays imperative part, whento describe business success, the purpose of thestudies of (Afshan Naseem, 2011)was to examinethe affiliation among customer satisfaction andemployee contentment and its effect in company actin telecom sector of Pakistan, to evaluate this studyresearcher used qualitative examine method, datagather through questionnaire , 20 employeequestionnaires and 132 customer questionnaireswere selected for analysis and was recorded inSPSS tool. The findings of researcher concludedthat; a optimistic link subsist among customersatisfactions and employee satisfactions andcircuitous relation between employee satisfactionand business success because employee part isawfully vital as it show major part into theaccomplishment of modern organization thusorganizations must have to start programs foremployee satisfaction intended for higher customersatisfaction.Motivation refers to employees more satisfied intheir job that assist them to perform effectivelywhich leads higher customer satisfaction Thepurpose of (Muhammad Nadir Hussain Khan, 2015)301(Oki, 2014), this research study is covering in the servicesector, aimed to recognize the impact of customersatisfaction and employee retention ,through thepragmatic study of several selected hotels of Nigeria, theresult of hypothesis testing exposed that there be animperative affiliation between employee preservationand customer satisfaction, from twenty hotels, a samplesize of 400 employees was adopt which were chosenrandom, also carry out a z-test study of populationproportion, Our findings demonstrate a weak connectionbetween customers ‘satisfaction and employees’retention in the Nigerian hospitality industry. Hotelmanagers need to setting programs intended foremployees ‘service knowledge and encourage them fortheir success in service delivery because employeesemerge more often and be the most substantial cluetoward customers ‘acuityThe study effort to examine the features thatmotivate employees and to generate a motivatedworkforce which facilitate organization for betterIJSER 2015http://www.ijser.org
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518outcomes, For this study, (Safiullah, 2014)chosentelecommunication industry of Bangladeshemployees , to conclude employee perception aboutreward practice and to recognize motivational factora structured questionnaire was considered and as asample 81 employees has been taken from fourtelecommunication companies of Bangladesh, 81questionnaires were issued between employees ,theoutcome concluded that growth, employees rankedadvancement and job security as the most importantmotivational factor which help organizations toacquire winning resultThe purpose of (Natasha Johnston, 2010) studies isto examine affiliation among customer satisfactionand organization climate, in a franchise, Nineteenentity of a coffee franchise system were examine,Data were collected from employees and customersvia surveys. Net sale records were given by themaster franchisee, for competent primary datacollection, A survey questionnaire was consider,rate of 77.7% considerable affiliation were foundrepresenting a retort among organizational climate,customer satisfaction, In the current study, gatherfrom a total of 126 employees, The results discoverthat, customer satisfaction declines when theorganization policies include inadequacy plusmotiveless rule for employeessatisfaction and remain faithful to the company,well Customer satisfaction make customerconsistent which results higher profitability in firm.(Masoud Amoopour, 2013)In the financial growthof any countries service industries assist an vitalrole, the intention of this study is to study theaffiliation among employee job satisfaction andcustomer satisfaction in insurance corporations ofRasht (Iran), for data collection SPSS and LISRELsoftware is used and sampling method is simplerandom ,which includes 380 customers and140employees,The results of the study showed thatconflict has an impact on job satisfaction jobsatisfaction has an impact on employee’s obligationand employees obligation has an impact oncustomer satisfaction, therefore companies musthave to focuses in employee job satisfactionprogram which results higher employee obligationthat positively link and increases superior customersatisfaction.IJSERThe main reason of this study is to examine theconnection among employees and customersatisfaction and their effect in firm’s profitability, toexplore the result (Yingzi Xu, 2005) tests the linkof employee and customers in a Chinese securitiesfirm through survey questions, from 26 branches428 employees and customers were selected in thedata, that tested separately the link betweencustomers satisfaction as well as employeessatisfaction with profitability, The results show thatemployee satisfaction and customer satisfactionhave positive impact on profitability and havepositive relation because Satisfied employees arethe assets of the firm ,deliver the best customers302This research aims of (Morsy, 2015)is to investigatethe relationships among business service climateand Employee satisfaction, as well as employeeService quality and customer satisfaction, for thisstudy data was obtained from a survey TelecomCompany of Egypt by 341 employees and 350customers , data collected through interviews toobtain qualitative data and through questionnaires,data has been evaluate with the help of SPSSsoftware conclusion result that, there is a activistlink exist between business climate and employeesatisfaction as well as employee Service quality andcustomer satisfaction, thus the organizations haveto focus on improving service climate which lead toincrease employee satisfaction and service qualitythat results higher customer satisfaction.IJSER 2015http://www.ijser.org
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-55183. METHODOLOGY3.1 RESEARCH MODELTRAININGCUSTUMERSATISFACTIONREWARD303scale were, strongly agree, agree, neutral, disagree,strongly disagree, a questionnaire was close handed,the questionnaire was distributed among 220employees and customers in mobilink, zong, warid,uphone,telenor out of which 170 forms werecollected , qualitative data collection is taken toanalyze the correct result and relationship betweenemployees satisfaction and customer satisfaction ina correct manner.4. DATA ANALYSISMOTIVATIONDESCRIPTIVE STATISTICS:Descriptive Statistics3.2 HYPOTHESISStd.Minim MaximDeviatiumumMean onSkewnessIJSERNH o1 Employee training has no impact on customersatisfactionStd.Statis Statisti Statisti Statis Statisti Statis Errtic cctic ctic orH A1 Employee training has a impact on customersatisfactionH o2 Employee reward has not significally effecton customer satisfactionH A2 Employee reward has significally effect oncustomer satisfactionH o3 There is no influence of employee motivationon customer satisfactionH A3 There is a influence of employee motivationon customer satisfaction3.3DATA DESCRIPTIONIn order to generate correct result the data for thisresearch collected by using primary data, study isdescriptive in nature, a structured questionnaire wasdesign to collect data, the objective used for likerdwhen180 1employeesare trained,the speedandefficiencyat whichemployeesrespond tocustomersrequests isquick andsatisfactory52.46 .923satisfied 180 1employeesresponsiveness indealing342.73 2.551 10.40 .1871IJSER 2015http://www.ijser.org.519 .181
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518withcustomersisadmirableThe180 1companyprovidesservices asit promisesto do so,increasescustomerssatisfaction5Good180 1serviceoffered byemployeessatisfycustomersneeds5employee 180 1satisfaction has aninfluenceoncustomersatisfaction5when180 1employeesaresatisfiedtheyshowsproperinterest insolvingcustomersproblem222.01 .8462.57 .865.483 .181.428 .181304employees 180 1have theknowledgeto answercustomersquestionseasilywhen theyare trained52.30 .845.394 .181Customers 180 1feel gratifywhenemployeesshow afriendlybehavior52.13 .7941.112 .181IJSER2.64 1.050 .520 .1812.55 1.725 8.138 .181Customer 180 1satisfaction isstronglyinfluencingbyemployeesmotivation82.47 1.404 2.691 .181Employee 180 1motivationyieldsemployeesatisfaction whichresulthighercustomersatisfaction52.28 .880.557 .181Employee 180 1satisfaction isnecessaryto enhancecustomer52.48 .887.488 .181IJSER 2015http://www.ijser.org
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518satisfactionExcellent 180 1customerservicecan beoffer bytheemployeeswhen theyhavehigher jobsatisfaction5When179 1organizations notbuild upcustomersatisfaction, theylose theircustomersrapidly5Customers 180 1feel ghtheirtraining32Employee 180 1rewardgive themdirectionto performeffectively52.47 .9302.60 .951.440 .181.553 .182305and highercustomersatisfactionEmployees 180 1origin theircustomersmoresatisfiedwhen theyaretrained,satisfiedandmotivated52.67 .897.663 .181For higher 180 1customersatisfactionemployeesmust havetoparticipatein trainingprogramsto improvetheir skillsandknowledge52.72 .941.392 .181Customer 180 1satisfaction declineswhen theorganization policieshave noemployeetrainingprograms52.64 .889.247 .181Employee 180 1motivation52.30 .865.636 .18IJSER2.88 2.759 8.227 .1812.19 .934.517 .181IJSER 2015http://www.ijser.org
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518enhancecustomerssatisfaction1CORRELATION & REGRESSION OFHYPOTHESES:HYPOTHESES 1The180 1Companyemployeesrespond tocustomersinquiries ina timelymannerwhen theyaresatisfed5Trained179 1andmotivatedemployeesoffer bestservice tocustomers5When180 1employeesaremotivated,allcustomersrequirements aresatisfied5Valid N(listwise)3061782.73 1.081 .468 .181H o1 Employee training has no impact on customersatisfactionH A1 Employee training has a impact on customersatisfactionCORRELATIONS2.60 .968.493 .182IJSER2.30 .957.450 .181whenemployees aretrained ,thespeed andefficiency atwhichemployeesrespond tocustomersrequests isquick andsatisfactoryPearsonCorrelationwhenemployeesare trained,the speedandefficiency atwhichemployeesrespond tocustomersrequests isquick andsatisfactoryEmployeesatisfactionis necessaryto enhancecustomersatisfaction1.139Sig. (2-tailed)N.063180EmployeePearson.139satisfaction is Correlationnecessary toSig. (2-tailed) .063enhanceIJSER 2015http://www.ijser.org1801
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518customersatisfactionN180180hypothesis (H o1 ) is fail to reject which shows thatit’s not necessary that merely trained employeesincreases customer satisfaction a lot of the otheraspect also required for higher customersatisfaction, to scamper successful company a fewkind of training for employees is needed, buttraining of employees also include many negativeaspect also, such as employees leave for better job,ANOVAaSum ofSquares dfModel1Regression 2.9431Residual149.702 178Total152.644 179MeanSquareF2.9433.499 .063aSig.841A.Predictors: (Constant), Employee satisfaction isnecessary to enhance customer satisfactionb. Dependent Variable: when employees are trained,the speed and efficiency at which employees respond tocustomers requests is quick and satisfactoryHYPOTHESES 2Std.Error1 (Constant) 2.097.204Employee .144satisfactionis necessaryto enhancecustomersatisfaction.077BetaH o2 Employee reward has not significally effecton customer satisfactionH A2 Employee reward has significally effect oncustomer satisfactionUnstandardized StandardizedCoefficientsCoefficientsBhigh training cost , wastage of time moreover ifemployees not have higher job satisfaction in termsof promotion, recognition it decreases employeesatisfaction as a result they not interested toentertained customers effectively either they aretrained or not which lead poor 10.296 .000.1391.871 .063CorrelationsTheEmployeecompanyreward giveprovidesthemservices as it direction topromises to performdo so,effectivelyincreases and highercustomers customersatisfaction satisfactionDependent Variable: when employees are trained ,thespeed and efficiency at which employees respond tocustomers requests is quick and satisfactoryANALYSIS #1Reference to the tables, the level of significance is0.063 which is greater than 0.05 therefore the nullThe companyIJSER 2015http://www.ijser.orgPearson1.026
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518providesCorrelationservices as itpromises to do Sig. (2-tailed)so, increasesN180customerssatisfactionEmployeereward givethem directionto performeffectively tandardized .Error Betat1 (Constant) 1.960.16212.124 .000Employee .023reward givethemdirection toperformeffectivelyand highercustomersatisfaction.068Model1Sig. (2-tailed) .734N180308180B.026.341Sig.734a. Dependent Variable:IJSERThe company provides services as it promises to do so,increases customers satisfactionANALYSIS #2ANOVAaModel1Sum of Squares Reference to the tables, the level of significance is0.734 which is greater than 0.05 therefore the nullhypothesis (H o1 ) is fail to reject which shows thatreward of employees not effected customerMean Square Fsatisfaction, Sig.because reward is not enoughrecognitiontoboost employee morale and.083.116.734asatisfaction, thus organizations may increasesemployee morale, by providing promotions.719,inducement, long-term benefits that boostemployee satisfaction which lead elevated customersatisfactiona. Predictors: (Constant), Employee reward give themdirection to perform effectively and higher customersatisfactionHYPOTHESES 3b. Dependent Variable: The Company provides servicesas it promises to do so, increases customers satisfactionCOEFFICIENTS aH o3 There is no influence of employee motivationon customer satisfactionH A3 There is a influence of employee motivationon customer satisfactionIJSER 2015http://www.ijser.org
International Journal of Scientific & Engineering Research, Volume 6, Issue 11, November-2015ISSN 2229-5518b. Dependent Variable: Employee motivation yieldsemployee satisfaction which result higher yieldsWhenemployee employeessatisfaction arewhich result motivated ,allhighercustomerscustomer requirementssatisfaction are ionwhich n.071Sig. (2tailed).343Whenemployees aremotivated ,allcustomersrequirementsare satisfiedPearson.071CorrelationN18011801 Regression .699ModelBStd.Error Beta1 (Constant)2.133.171.069tSig.12.45 .0090.071.950.343a. Dependent Variable: Employee motivation yieldsemployee satisfaction which result higher customersatisfaction180ANALYSIS #3ANOVAbModelStandardizeUnstandardize dd Coefficients mersrequirements aresatisfied.343NSum ofSquaresCOEFFICIENTS aIJSER180Sig. (2tailed)309dfMeanSquareF1.699.903 .343a.774Residual137.851178Total138.550179Sig.A Predictors: (Constant), When employees aremotivated, all customers requirements are satisfiedReference to the table the level of significance isgreater than 0.343 than 0.05 therefore it is fail toreject and proved that only employee motivation noteffecting higher customer satisfaction as iforganizations motivated their employees throughfinancial and another assertive but the employee isnot enough qualified, competent, reliable, skilful,eligible, and knowledgeable to respond and satisfycustomer requirements easily as a result, it leadpoor customer contentment. Only employeemotivation is not enough for higher customersatisfaction also employee on job training,occurrence, prerequisite is also play essential task toenhance customer satisfactionIJSER 2015http://www.ijser.org
International Journal of Scientific & Engineerin
customer satisfaction, study emphasize the necessity of introducing employee motivational programs intended for rising employee motivation, and also shows pay and benefits play a vital role in employees motivation, and employees motivation and its gears has positive contribution in satisfying customers of airline industry because customers
The impact of motivation and job satisfaction on employee performance is a heavily researched area in general, but in Kosovo there has been no studies of any filed related to motivation, job satisfaction or employee performance before. The aim of this research is to investigate: i) how does motivation impact employee in their performance and ii)
Summarize degree of satisfaction (overall and by subgroups) Compare satisfaction (or performance) to some standard Expectations Ratings of competitors Analyze determinants of satisfaction Overall satisfaction as a function of satisfaction with particular components of satisfaction
impact of working environment on employee job satisfaction. 1.1. Job Satisfaction According to Vroom (1964) Job satisfaction is an orientation of emotions that employees possess towards role they are performing at the work place. Job Satisfaction is the essential component for empl
Section III – Conducting an Employee Satisfaction Survey 8 Steps in Process 9 Survey Design/Construction 11 Packaging and Layout of Survey 14 Section IV – Employee Satisfaction Survey Template 15 Section V – Employee Satisfaction Survey Report Template 21 Processing Survey Responses 22 Survey Report Content 24 Example 1 25
as job satisfaction [7]-[9], organizational commitment [10]-[12], and psychological empowerment [13]. This research focuses on employee satisfaction and its relationship with organizational culture, especially for the case of a Chinese family firm. Employee satisfaction is defined as "a pleasurable or
Employee retention and all of the elements associated . The aim of this research was to establish whether job satisfaction has an impact on employee . Job satisfaction is also a key aspect which impacts on the employee’s motivation and in t
the words "evaluation" and "opinion", and satisfaction with the word "feeling". Customer satisfaction can be experienced at the specific encounter level or at an overall level of satisfaction. Service encounter satisfaction is the customer's satisfaction or .
of satisfaction and quality, i.e. if one perceives quality and customer satisfaction as a process (cf. Deming, 1982). Consequently, technical and moral quality affect customer satisfaction, while the manufacturer can determine the level of customer satisfaction and respond via product innovations to ensure even greater customer satisfaction. By .
