Linking Employee Satisfaction with Customer Satisfaction in Bank  

Oleh:

Tai, Shu-Hsien ; Yang, Chin-Chow

Jenis: Article from Proceeding
Dalam koleksi: 12th ANQ Congress in Singapore, 5-8 Agustus 2014, page 1-6.
Topik: Employee Satisfaction; Service Quality; Organization Citizenship Behavior; Customer Satisfaction; Customer Loyalty
Fulltext: CS2-1.2-P0424.pdf (368.99KB)

Isi artikel

Loyal customers will return to business, spread positive news to others and increase profit. Therefore, expend loyal customers became a significant factor for business in competitive market. Employee satisfaction plays an important role in organizational success, especially in service sector. Due to the characteristics of service sector, employees interact with customers directly, employees’ service and attitude impact customer’s experience. Employee satisfaction may show positive and active behavior, it will inference customer. In the other hand, loyal customers also define organizational success. Recent years, Taiwan’s banks expand diverse service, emphasis service to increase turnover. Banks emphasis on employee also value customers. In this study, we try to link the relevance of employee satisfaction and customer loyalty. According to the literature, this study proposes a model to test the relationships between employee satisfaction, employee loyalty, organization citizenship behavior, customer satisfaction and customer loyalty. In this study we find employee satisfaction drives customer loyalty, organization citizenship behavior and customer satisfaction. Customer satisfaction drives customer loyalty. For employees are the assert of the organization. Organization may provide education and training in order to improve employee service quality and build their confidence. Through enhance employee loyalty, employee’s provide more efforts in the role, and completed the task of delivery. In addition, willing to volunteered pay more effort in provide a better quality of service , lead to customer satisfaction and customer loyalty. Hoped the findings could be used by managers in the service industries in developing excellent employee and excite customer loyalty

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