Roles of customer and employee satisfaction on corporate performance: An empirical investigation

Abstract

Employee satisfaction must be improved since it is essential to any organization's ability to succeed financially. This research aims to investigate the link between customer satisfaction and employee satisfaction as well as how each affects organizational success. The impact of several organizational elements on employee satisfaction is examined in this research. In this cohort study, qualitative research techniques were used. A self-administrated questionnaire with multiple choice and release ruined questions were used to gather the data. The results of the principal component analysis (PCA) based on the correlation matrix showed that among the cohorts examined, where consumers had also indicated satisfaction with the current services, there was a high level of employee (hotel staff) satisfaction. Customers' comfort and subsequent satisfaction have mostly been influenced by ambient cleanliness, wholesome meals, and hotel services. From the viewpoint of the workers, a positive work environment combined with rewards like pay and regular training motivated the staff to work devotedly to improve the organization, which is reflected in the customers' satisfaction levels. Our research supports the existence of an indirect relationship mediated by customers between organizational performance and employee happiness. In conclusion, it is plausible to assume that awareness of employee roles is crucial since it seems to be a crucial component of the success of contemporary organizations.