IMPACT OF EMPLOYEE SATISFACTION ON CUSTOMER SATISFACTION
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IMPACT OF EMPLOYEE SATISFACTION ON CUSTOMER SATISFACTION
Abstract
This study examined the impact of employee satisfaction on customer satisfaction. Three goals were set: 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
And to understand the importance of employee satisfaction on customer satisfaction in Airtel Nigeria. A total of 77 replies were received and authenticated from enrolled participants, with all respondents coming from Airtel Nigeria workforce in Lagos. The hypothesis was investigated using the Chi-Square statistical programme (SPSS).
Chapter one
Introduction
1.1 Background of the Study
Employees have an important role in determining the customer’s opinion of any organisation based on their behaviour and actions. Organisations invest a lot of money to build consumer loyalty, but they frequently overlook the true importance of enhancing staff motivation to achieve their financial and nonfinancial goals.
Given the current remarkable difficulty in which organisations are functioning, staff may play a critical role in winning customers’ minds, thoughts, and affections.
Globalisation has greatly increased competitiveness among organisations, as corporations are now subject to competition not only within their own country but also globally.
Organisations are investing heavily in technology advancement, the development of new strategies/forms, and the introduction of new products in order to better serve their clients.
Organisations have hired skilled specialists and established new divisions to explore innovative ways for successfully competing in the global market.
Customers are constantly looking for newer, better, and more appealing limited-time deals supplied by organisations in order to get a competitive advantage. Simultaneously, numerous organisations focus on their employees in order to obtain a competitive advantage.
Technology, organisational structure, tactics, and procedures of other successful organisations can be replicated; but, the workers who make that company successful cannot be readily removed.
These results show that employee motivation plays a key role in creating customer happiness. Employee motivation is influenced by both personal characteristics and the work environment.
Employee satisfaction brings several benefits to any organisation. Two-way communications continuously serve to shape employee perceptions while also assisting organisations in understanding their employees’ needs.
Employee happiness in the administration industry has a favourable effect on customer satisfaction. Customers are more influenced by employees’ behaviour when they communicate with them rather than the organization’s marketing efforts or brand impression.
One of the main ideas in promoting is client satisfaction, which is not only theoretically important but also practical. They said that, in contrast to the telecommunications business, establishing consumer loyalty in the administration industry is a challenging endeavour due to direct employee connection with customers, which typically results in impalpability and irregularity of service.
They also demonstrated that employee excitement is a crucial component in providing high-quality service, which influences customer loyalty.
There are a big number of Airtel Network subscribers in Nigeria. The telecommunications industry has supported economic development, which has undoubtedly led to economic growth.
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