Abstract:
Happy employees help to create happy customers. Job satisfaction of a
company's employees is an important driver of customer satisfaction.
Job satisfaction has vital role in the modern days' organizational
management policies. The present study investigates this relationship
between job satisfaction of employee and satisfaction of customers. The
theoretical justification for a positive impact of employee's job
satisfaction on customer satisfaction is based on the concept of quick
decision making and support. Primary data was collected using
questionnaire developed for each category of customers and employees.
Total of 40 respondents were included. 20 samples were randomly
selected from the employees. 20 samples were randomly selected from
the customers at commercial bank Ltd in Jaffna. Employee's job
satisfaction and customer satisfaction indices, percentage, Correlation
and Regression analysis were the main tools used in the analysis. The
findings of the study showed Employee's job satisfaction leads to quick
decision making that leads to customer's satisfaction. Therefore,
employee's satisfaction is important to satisfaction of customers.
