The Impact of Emplo1.Ee Satisfaction on Customer Delight, Service Quality and Profitability of Thr Firm

Abstract

Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfying customers. It has been found that from years after years one aspect of business is often considered the most important: the customer, on which the quality managers need to focus. As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. Employee satisfaction is a measure of how happy workers are with their job and working environment. Keeping morale high among workers can be of tremendous benefit to any company, as happy workers will be more likely to produce more, take fewer days off, and stay loyal to the company. There are many factors in improving or maintaining high employee satisfaction, which wise employers would do well to implement. There is certain kind of connection between employee satisfaction and custome r satisfaction, and achieving both of them is really a very critical matter. One major goal of this research paper is to emphasize this linkage of employee satisfaction and customer satisfaction and its overall impact so that the managers will try to improve the satisfaction level of employees, in order to achieve the ultimate goal of customer satisfaction. The fact is tha t the employees satisfaction are fundamental requirement to have customer satisfaction, and satisfied customers are many times more likely to be repeat buyers than dissatisfied or even moderately satisfied customers!