Relationship between Employee Job Satisfaction and Customer Satisfaction: A Study on Hotels

Abstract

Purpose - The objective of this study is to examine the relationship between employee and customer satisfaction and to determine the effect of satisfaction levels of employees on customer satisfaction. Design/Methodology/Approach – The study was carried out by making use of relational survey model, one of the quantitative research methods. Data were collected from the employees and customers of 37 hotel establishments located in Northern Cyprus through questionnaire method. A questionnaire was applied to 10 employees and 10 customers randomly sampled from each hotel. Findings - There is a relation between the job satisfaction levels of the hotel employees participating in the study and the satisfaction levels of the customers receiving services from the hotels under consideration. On the other hand, it has been observed that employee satisfaction has a significant effect on customer satisfaction. Discussion - Customer satisfaction, highly effective for the promotional efforts of hotel businesses, is directly related to employee satisfaction, which makes employees and employee satisfaction the main factor on which businesses and managers should focus. Therefore, employee satisfaction has a key role in the sustainability of hotel services and the satisfaction of service users.