Impact of employee satisfaction on customer satisfaction in telecom sector of Pakistan [ READ ]
Humaira aziz,Samreen Lodhi
The satisfied customers actually are the possessions of business, to implement enhanced business in this aggressive era, only employee satisfaction, reward and motivation amenities not competent to increases customer satisfaction ,but also other aspects in terms of organizations policies, high-quality product, product consistency, product features also required to enhance customer satisfaction, the findings of research concluded that only superior employees service to customers not lead higher customer satisfaction, result also explore that if companies have the policy to satisfy employee although if satisfied employees are not devoted ,realistic, competent, eligible and devoted with their work they not lead higher customer satisfaction , the findings of research also explore that it’s not necessary that merely trained and motivated employees increases customer satisfaction a lot of the other aspect also required for higher customer satisfaction, a few kind of training for employees is needed, but training of employees also include many negative aspect also, such as employees leave for better job, high training cost , wastage of time moreover if employees not have higher job satisfaction in terms of promotion, recognition it decreases employee morale as a result they not interested to entertained customers effectively either they are trained or not also if organizations motivated their employees through financial and another assertive but the employee is not enough qualified, , reliable, skilful, and knowledgeable to respond and satisfy customer requirements easily which lead poor customer satisfaction, to explore the correct result ,SPSS software used, study is descriptive in nature, a structured questionnaire was design to collect data, by using primary data the objective used for likerd scale were, strongly agree, agree, neutral, disagree, strongly disagree, a questionnaire was close handed, the questionnaire was distributed among 220 employees and customers of mobilink, zong, warid, uphone, telenor out of which 170 forms were collected , qualitative data collection is taken to analyze the result, result concluded that employee satisfaction is not lead customer satisfaction.
Humaira aziz,Samreen Lodhi
The satisfied customers actually are the possessions of business, to implement enhanced business in this aggressive era, only employee satisfaction, reward and motivation amenities not competent to increases customer satisfaction ,but also other aspects in terms of organizations policies, high-quality product, product consistency, product features also required to enhance customer satisfaction, the findings of research concluded that only superior employees service to customers not lead higher customer satisfaction, result also explore that if companies have the policy to satisfy employee although if satisfied employees are not devoted ,realistic, competent, eligible and devoted with their work they not lead higher customer satisfaction , the findings of research also explore that it’s not necessary that merely trained and motivated employees increases customer satisfaction a lot of the other aspect also required for higher customer satisfaction, a few kind of training for employees is needed, but training of employees also include many negative aspect also, such as employees leave for better job, high training cost , wastage of time moreover if employees not have higher job satisfaction in terms of promotion, recognition it decreases employee morale as a result they not interested to entertained customers effectively either they are trained or not also if organizations motivated their employees through financial and another assertive but the employee is not enough qualified, , reliable, skilful, and knowledgeable to respond and satisfy customer requirements easily which lead poor customer satisfaction, to explore the correct result ,SPSS software used, study is descriptive in nature, a structured questionnaire was design to collect data, by using primary data the objective used for likerd scale were, strongly agree, agree, neutral, disagree, strongly disagree, a questionnaire was close handed, the questionnaire was distributed among 220 employees and customers of mobilink, zong, warid, uphone, telenor out of which 170 forms were collected , qualitative data collection is taken to analyze the result, result concluded that employee satisfaction is not lead customer satisfaction.
