THE EFFECT OF EMPLOYEE SATISFACTION ON CUSTOMERS SATISFACTION

THE EFFECT OF EMPLOYEE SATISFACTION ON CUSTOMERS SATISFACTION

Author		: GANJAR MOHAMAD DISASTRA;BETHANI SURYAWARDANI; ASTRI WULANDARI
Published on	: Emerging Trends in Academic Research (ETAR) 2014 (ASTON DENPASAR HOTEL & CONVENTION CENTER Bali Indonesia)

Abstract

“Employee satisfaction is an important factor for improving organizational performance. Employees who are satisfied with the job tend to be more productive and more effective than organizations with less satisfied employees. A number of empirical studies have also shown a strong positive relationship between employee satisfaction and customer satisfaction. Interestingly, based on preliminary observations made in this study, there was information that a satisfied customer is not always the consumers from organizations that have a high level of employee satisfaction, and vice versa.
The method used in this study is causal, by collecting primary and secondary data. The primary data obtained from questionnaires to the respondents with a non-probability technique sampling. The questionnaires tested previously with the validity and reliability to make sure all items used in this research are valid and reliable. To determine whether there is a significant impact of employee satisfaction on customer satisfaction, this study used simple linear regression analysis.
The results of this study are expected to be useful for the development of science and businesses, especially in the management of human resources and marketing management in the company.”

Keywords: Employee satisfaction, Consumers Satisfaction, Management