Linking organizational resources and work engagement to employee performance and customer loyalty. We quantify the link between employee and customer satisfaction using a panel of 293 large employers spanning 11 years, allowing us to estimate the predicted impact of changes in employee culture on customer satisfaction. Four motivation dimensions were identified based on an exploratory factor analysis, including remuneration, job achievement, job security and job environment. Motivation is defined as the process that accounts for an individuals. As for the overall customer satisfaction in two hotels, the overall customer satisfaction for the hotel a was 4.
Engaged employees usually have an emotional attachment to their work and will go above and beyond what is expected of them on the job. Aug 08, 2018 despite an urgent call for improving customer satisfaction, employers should not forget to pay attention to worker needs an action that is often overlooked in our competitive economic environment. Organizational motivation, employee job satisfaction and. Improved product or service quality generally results into higher level of customer satisfaction. Pdf on jan 1, 2018, shahzad n and others published impact of employee motivation on customer satisfaction. The empirical examination of the study suggests that employee motivation is vital to boost customer satisfaction, service quality and lowers staff turnover. A study of employee satisfaction and its impact on employee retention in retail sector by.
Linking organizational resources and work engagement to. Employee training increase job satisfaction amisano 2010 stressed that employee performance depends on many factors like job satisfaction. The core objective of the paper is to evaluate employee job motivation and motivation level in. Human resource management, employee satisfaction, motivation, leadership, culture introduction the importance of employee satisfaction and work motivation is growing all the time in the companies.
First of all, many studies have examined the influence of employee satisfaction on performance and customer satisfaction and it is generally recognized that these relations are positive organ, 1977. It is particularly true for the services firms where increased level of customer satisfaction results in profit maximization. Puja agarwal 1department of management, cmj university, shillong india 2department of management, iipm, lucknow india 3department of management, wisdom school of management. The relationship between customer satisfaction and employee satisfaction is the one relationship that does not seem to yield conflicting results. The purpose of this study is to evaluate the effect of motivation on job satisfaction and organizational performance in the context of container shipping companies in taiwan. Apr 11, 20 employee satisfaction produces customer loyalty. Employee engagement and customer experience go hand in hand. Employees are the most important factor in the success and failure of any organization. Impact of employee motivation on customer satisfaction munich. Bureau of labor statistics 2012 the unemployment rate. How employee satisfaction affects customer satisfaction. Correlation and regression analysis is used for this analysis.
The paper is based on research including a survey of two. Impact of employee motivation on customer satisfaction longdom. The sample that was investigated consisted of the majority of the. This study aims to examine whether the relationship between employee satisfaction es and customer satisfaction cs is bilateral or unilateral based on dyadic data. Empowered employee feel more confident and try to give their best to their employers, as a result, service quality improves. Chapter vi summary, conclusions and suggestions this chapter aims to summarize the objectives of the study, the sample, dimensions analysed. The relationship between job satisfaction, job performance. This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. This paper introduces the importance of motivation and satisfaction in the workplace among age diverse employees in slovenian companies. American journal of research communication, 2014, 21. Effects of motivation and job satisfaction on employees.
Problem statement the researcher have examined that there are many elements that can impact the employee performance and job satisfaction of the employees, motivation. These three strategies will help you boost your customer s experience of your organization, increase employee engagement. The first benefit of employee satisfaction is that individuals hardly think of leaving their current jobs. Assessing employee satisfaction at the zimbabwe open university daniel ndudzo zimbabwe open university, harare, zimbabwe. Identification of variables affecting employee satisfaction and their impact on the organization 1alam sageer, 2dr. The impact of employee empowerment on job satisfaction. Hence, the main objective of the current field study focuses on the concept of a service climate, including its relationship with employee s satisfaction, service quality and customer satisfaction. Satisfaction researchers tend to differentiate between affective satisfaction and cognitive job satisfaction affective satisfaction is the sum total of pleasurable emotions and feelings associated with the job and its place in the individuals life, whereas cognitive satisfaction refers to rational satisfaction over particular facets of. To determine the impact of employee empowerment on effectiveness and efficiency. The impact of employees motivation and empowerment on. This study were be guided by the theory of motivation and job satisfaction advanced by herzberg et al. Pdf employees are the most important factor in the success and failure of any organization.
Many researchers have been made to find out the effect the job satisfaction and motivation have in the productivity of the company. This study investigates the indirect effect of employee empathy ee on customer loyalty cl and loyalty outcomes through intervening variables, i. This study focuses on the role of motivation in employee relationship. In this sense, it lv ri juhdw vljqlafdqfh wkdw hpsor\hhv glvsod\ dssursuldwh ehkdylruv iru d vhuylfh hshulhqfh wkdw fxvwrphuv shufhlyh dv sohdvlqj dqg kljk txdolw\ dfh. Analysis of extrinsic rewards and employee satisfaction.
Motivation and satisfaction of employees in the workplace. Satisfied employees help produce satisfied customers. Effect of job satisfaction and motivation towards employee. Links among service climate, employee satisfaction, service.
In addition to improved patient satisfaction, other benefits of measuring and improving employee satisfaction include. Keeping morale high among workers can be of tremendous benefit to any company because happy workers are. Companies have to make sure that employee satisfaction is high among the workers, which is a precondition for increasing productivity, responsiveness, quality, and customer service. The relationship between employee satisfaction and. Increasing employee satisfaction and motivation a description of the company profile and scope of activities. In hospitality industry, there is absence of a tangible product so quality of employee customer interaction becomes significant determinant of service quality and customer satisfaction. It is evident from results that pay and benefits plays key role in motivating employees towards their organizational goal of higher customer satisfaction. Employee satisfaction of sainsburys an exploratory study silvia akter lecturer, dept. Pdf employee satisfaction, customer satisfaction, and. Employee engagement drives customer satisfaction nbri. People seldom crib or complain and concentrate more on their work. Employee satisfaction and work motivation in super market at. Employee satisfaction leads to a positive ambience at the workplace. Impact of motivational factors on employees job satisfaction a study on some selected organization in punjab, india, asian journal.
Studies suggest that employee and customer satisfaction are positively correlated spinelli and canavos, 2000, matzler and renzl, 2007, tornow and wiley, 1991, wiley, 1991, wu, 2007. Considering the evident relationship between employee and customer satisfaction, different approaches have been experimented in the attempt to improve employee satisfaction. Employee motivation, customer satisfaction, work environment, pay and benefits, management systems and organizational vision 1. Reduced turnover associated reductions in training costs identifying costsaving opportunities. The relationship between employee motivation, job satisfaction and corporate culture abstract in this study, relationships between employee motivation, job satisfaction and corporate culture were hypothesised and investigated. This paper introduces the importance of motivation and satisfaction in the. Pdf impact of employee motivation on customer satisfaction. Those employees who have direct interaction with customer satisfaction highly influence the customer satisfaction level. The study objective was to establish the relationship between employee satisfaction and service quality of the funeral homes in nairobi.
Abdul ghafoor awan, the dean faculty of management and. The study adopted a descriptive research design where each of the 7 funeral homes in nairobi formed the sample frame. Pdf motivation and satisfaction of employees in the. In the service industry for achieving enhanced level of customer satisfaction and employees productivity mainly employees motivation. The aim of this thesis is to analyze the level of employee satisfaction and work motivation in supermarket prisma in mikkeli. The study also recommends further research on intrinsic rewards and motivation, relationship between training and motivation as well as a comparative study on the relationship between financial and nonfinancial motivators with relation to organizational performance. Identification of variables affecting employee satisfaction. The fourth chapter includes a development plan, or recommendation, for the. Satisfied employees are likely to assist customers with a more pleasant demeanor and a higher level of customer service. Employee engagement, customer satisfaction and profitability. Main objectives of the study is to determine the impact of employee empowerment on customer satisfaction in banking sector of pakistan. Impact of employee motivation on customer satisfaction journal.
Employee satisfaction, customer satisfaction, and financial performance. Impact of employee satisfaction on customer satisfaction. Those attributes of overall workplace climate that characterize how wellequipped employees are to deliver customer service, such as the adequacy of resources and equipment and job skills development. Abdul ghafoor awan, the dean faculty of management and social sciences, institute of southern punjab, pakistan jahanzeb hassan ms scholar, faculty of management sciences, university of central punjab, pakistan. This also has an impact on employee motivation wexley and latham, 2002. The employee motivation job satisfaction and corporate culture. Employee satisfaction surveys can provide managers with good information about the organizations health. Pdf the relationship between employee satisfaction and. According to cole 2009, motivation is essentially about what drives a person to work in a particular way and with a given amount of effort. A study of employee satisfaction and its effects toward loyalty in hotel industry iii declaration we hereby declare that. Customer satisfaction is the emerging issue nowadays and the present study was conducted to evaluate the customer satisfaction via employee satisfaction. Employee interactions set the tone for a positive or negative customer experience. To determine the impact of employee empowerment on service quality.
Results show that employee motivation has a significant positive influence on customer s satisfaction. The airline industry is a service industry that sells seats to its passengers therefore employees motivation towards their job plays a very important role in serving the customer s needs. The best predictor of customer satisfaction among workplace attributes is what vanderbilt professor roland rust calls service climate. Finally, a multiple regression model analysis was conducted to examine the relationships between motivation, job satisfaction and organizational performance. The biggest motivation for this study is the increasing reliance on the. Dec 02, 2012 results show that employee motivation as well as its four components e. Introduction the staff of any industry are key resources to that industrys success. Motivation and satisfaction of employees is becoming a key issue of modern organizations, because well motivated employees are essential for any business success. The relationship between employee satisfaction and customer satisfaction article pdf available in journal of services marketing 265 july 2012 with 14,374 reads how we measure reads. The impact of employees motivation and empowerment on delivering service quality to enhance customer satisfaction.
Another study reports that training has a significant effect on employee satisfaction. Motivation and job satisfaction, management decision 364 pp 226231, mcb university press issn 00251747. Assessing employee satisfaction at the zimbabwe open. This aims to look at different employee motivation concepts from different scholars and it will also examine employee motivation practice and issues in hospitality organisations with appropriate existing examples. A stratified random sampling was taken to conduct the field survey. Employee satisfaction in a way is essential for employee. The aging of the european population is a demographic trend reflected in the evergrowing number of older employees. Pdf motivation and satisfaction of employees in the workplace. Therefore experts say that customer satisfaction should be the fundamental principle of all the.
Impact of employee training on organizational performance. The relationship between employee motivation, job satisfaction and corporate culture is my own work and that all the sources that i have used or quoted have been indicated and acknowledged by means of complete references. There are different determinants of gagging organizational performance in services sector but customer satisfaction is considered very potent indicator. This creates a more satisfying customer experience, increases customer loyalty, and ultimately drives increased profitability. The study will seek to address the research problem, which is establishing the effects of employee satisfaction on customer satisfaction. Those employees who have direct interaction with customer satisfaction highly influence the customer satisfaction. This study will quantify the effects on employee satisfaction of the employee customer contact and, ultimately, customer satisfaction. Aug 30, 2015 and with good reason, as such programs directly affect the rise in customer satisfaction levels and subsequent improved customer retention and acquisition.
The aim of this thesis is to analyze the level of employee satisfaction and work motivation. The term motivation has been defined variously by different authorities in the study of psychology, management and allied disciplines. Those employees who have direct interaction with customer satisfaction. The airline industry is a service industry that sells. Development and test of a theoretical model a dissertation submitted to the graduate faculty of the louisiana state university and agricultural and mechanical college in partial fulfillment of the requirements for the degree of doctor of philosophy in the interdepartmental program of business administration by larry h. The relationship between employee satisfaction and customer satisfaction. In pursuit of better employee performance and customer satisfaction, organizations are looking. This study focuses on the impact of employee motivation. In service industry employee motivation importance is much more vital as compared to any other industry because in service industry employees have direct interaction with customers. The goal is to investigate the differences between the motivation and satisfaction of employees from different age groups in the workplace. Employee satisfaction key for customer satisfaction. Relationship between job satisfaction and organisational.
Impact of employee motivation on customer satisfaction. In addition, it seeks to examine the role of moderating variables which have incremental impacts on this link. The effects of employee recognition, pay, and benefits on job satisfaction. The impact of motivation on the employee performance and. In this paper various variables responsible for employee satisfaction. Year 2011 page 72 the main objective of this thesis is to assess the impact of employee motivation and empowerment on delivering quality service towards the enhancement of customer. The effects of employee recognition, pay, and benefits on. Effect of employee empathy on customer satisfaction and. Employee engagement drives customer satisfaction engaged employees can be described as being fully immersed in and enthusiastic about their work. Each job satisfaction and motivation better, it will produce a good performance. Results show that employee motivation as well as its four components e. In most modern economies, the term employee refers to a specific defined relationship between an individual and a corporation, which differs from those of customer. Employee satisfaction is of utmost importance for employees to remain happy and also deliver their level best.
This study focuses on the impact of employee motivation and its components e. Satisfied employees accept challenges with a big smile and deliver even in the worst of circumstances. Business administration, east west university, bangladesh. Employee motivation and satisfaction in the hotel industry. Employees that interact with customers are in a position to develop awareness of and respond to customer goals and needs.
The impact of employee motivation on customer satisfaction in the. Employee satisfaction, customer satisfaction, and financial. Tcount t table, then ho is rejected, meaning that job satisfaction and motivation influence on the performance of employees. The employee motivation job satisfaction and corporate.