Employee satisfaction is very
important because there is a strong positive relationship between employ
satisfaction & customer satisfaction. Positive changes in employ attitudes lead
to positive changes in customer satisfaction. 30 to 70% customer satisfaction
and customer loyalty depends on the relationship between employee attitudes with
customers. Employee commitment had a sizeable impact on perceived product
quality and on perceived service quality.
According to the model of employee satisfaction not only affects employee
commitment and employee loyalty but it also has two fold impacts in direct &
indirect on critical customer satisfaction related variables.
Why employee satisfaction affects customer satisfaction
Employee that interact with customer, act in position to develop awareness and
responds to customer goals and needs.
Satisfied employees are motivated employees. They have motivational resources to
deliver adequate effort and care.
Satisfied employees are empowered employees, in other words having resources,
training and responsibilities to understand customer needs and demands.
Satisfied employees have high energy and willingness to give good service at a
very minimum; they can deliver a more positive perception of the service/product
Satisfied employees can provide customers with interpersonal sensibility and
social account inadequate explanation for undesirable outcomes. Quality
interpersonal treatment provided in a negotiation/ exchange has a significant
impact on customer satisfaction. Employees have enough emotional resources to
show empathy understanding, respect and concern.
After summarizing and highlighting relationship between employ attitude and
customer satisfaction. How employees feel about their job has an impact on their
work experience but also on tangible business outcome such as customer
satisfaction, sales & pro employees can strongly contribute to an organization’s
success by having customer centric approach in their work and in their work
related interactions. However they are more likely to do if they are satisfied
with their job.
The question is then?
What should organization do to ensure high job satisfaction among their
employees? In this regard there are some strategic steps:
1. Identify root causes of dis satisfaction among employees.
2. Develop employee satisfaction measurement systems that can be used corporate
wide and worldwide.
3. Monitor employee satisfaction on regular basis.
4. View employees as the primary source of competitive advantage.
5. Show concern for total employee wellbeing.
6. Develop meaningful employee involvement & effective communication.