The relationship between customer satisfaction and

Received Sep 11; Accepted Feb This article has been cited by other articles in PMC.

The relationship between customer satisfaction and

This notion suggests that employees who have higher levels of job satisfaction also believe they are able to deliver excellent service Schlesinger and Zornitsky, This was also consistent with Brown and Lam who provided the empirical evidences showing the robust relationship between employee job satisfaction and customer satisfaction.

(PDF) The relationship between employee satisfaction and customer satisfaction

Thus, the following hypothesis is proposed: Central to these conceptions is the norm of reciprocity Netemeyer et al. If customers like the performance of the employee and express gratitude or satisfaction, in turn, it is also expected to lead to a higher level of employee satisfaction Dolen et al.

In other words, positive reinforcement from customers increases the satisfaction of sales employee Beatty et al. In a similar vein, Bitner et al.

The relationship between customer satisfaction and

This study was administered with the cooperation of one of leading private education companies in Korea. Private education services in Korea can be regarded as a commercial exchange because customers pay for the education services received and private tutors are considered service employees to their customers Williams and Anderson, ; Yi and Gong, Educational services seem to be good contexts for testing our research purpose as the customers could interact with employee on a regular basis and can observe the counterparts.

To test these hypotheses, dyadic data incorporating both the customer and the corresponding employee were developed. This study recruited the customers and the corresponding private tutors to test the ES-CS link. The surveys were administered as follows: First, customer samples were randomly selected from about 50, customers nationwide.

Questionnaires were sent to customers who agreed to participate in the survey. After one month, questionnaires were returned to us.

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Second, the survey for employees was administered. Those who correspond to customers who respond to surveys were recruited for the purpose of probing the ES-CS relationship. Since there are no multiple customers from a single tutor, it could be said that customers are not nested within tutors.

Measures This study used measures for key variables from existing studies and literature by slightly modifying them into the context of the current study educational service. Figure 1 explains the simultaneous model considering both employee and customer perspectives.

Used were items developed by Ho et al. Also, this study measured employee job satisfaction with the items proposed by Netemeyer et al. Intent to stay was measured by items established by Good et al.

Customer satisfaction was assessed by adapting the items of Mano and Oliver and Bettencourt Customer trust was measured by the four items proposed by Ramsey and Sohi Customer loyalty was assessed by modifying items developed by Zeithaml et al.

In order to specify the model, each of the constructs was represented by multiple measures. In Table I, this study presents the results for both the customer model and the employee model.

The indices of employee model include the following results:Customer satisfaction is ensuring a customer's needs are met, his problems are handled, and he's satisfied with his experience with the company and the company's products or services.

Video: The Relationship Between Customer Satisfaction & Retention Thriving businesses require two types of customers: first-time clients and returning customers. This lesson discusses how customer satisfaction and retention work together to build a strong client following for your business.

dition, the relationship between customer satisfaction and customer loyalty might be nonlinear. Heskett et al. () suggested that customer loyalty should improve dramatically when custom-er satisfaction overcome a certain level.


In sum, the dominant proposition is that satisfaction is an essential necessary parts to achieve customer loyalty. A customer’s level of satisfaction is entirely dependent upon the ability of your sales, marketing or customer service teams to communicate the client’s expectations as well as mediate when necessary.

Relationship between satisfaction and loyalty is nonlinear; satisfied customers are not always guaranteed to be loyal. Given the definition of satisfaction, companies could maximize satisfaction simply by lowering the price. relationship between customer loyalty and customer satisfaction, however, it is important to fully understand that the loyalty which is the main goal of each industry is very hard to achieve and is not very easy to be reached by industries due to the customer satisfaction.

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