Impact of Employee Behavior to Customer Satisfaction among Selected Establishments in Zambales, Philippines

Abstract

Employees’ behavior leads to customer satisfaction, which, in return, affects the organization’s overall productivity. This research attempts to explore the behavior of employees with customers’ satisfaction among selected establishments in Zambales. Descriptive re-search design is used with the questionnaire to gather data from three hundred forty-six respondents who were randomly selected. The findings showed that most of the respondents were female, single, and college graduates in the early adulthood stage. The respondents strongly agreed on employees’ behavior regarding employees’ general characteristics, behavior towards customers, and work attitude. There was no significant difference in the dimensions of employees’ behavior, but a significant difference in employees’ behavior as to general characteristics when customer-respondents were grouped according to educational attainment. Significant on level of customer satisfaction when customer-respondents are grouped according to civil status, and there is “high positive relationship” between the level of satisfaction and employees’ behavior as to general characteristics and behavior towards customers while “very high positive relationship” between the level of satisfaction and employees’ behavior as to attitude towards work. Recommendations are provided.