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A Study on the Relationship of Employee Satisfaction and Customer Satisfaction

Author: AnNa
Tutor: LiuJinLan
School: Tianjin University
Course: Management Science and Engineering
Keywords: Employee Satisfaction Customer Satisfaction Satisfied with the image Structural Equation KANO model
CLC: F274
Type: PhD thesis
Year: 2009
Downloads: 523
Quote: 5
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Abstract


As market competition continues to intensify, more and more companies realize the importance of employees and customers. The staff is the company's internal resources to create value for the enterprise. The customer is the external resources, bring direct profit income for the enterprise. About employee satisfaction, customer satisfaction, and the satisfied image concept has been a general consensus, but the relevant aspects of the specific research is very limited. Especially domestic most studies stop at the only independent study of employee satisfaction, customer satisfaction, or \In this paper, the relationship between employee satisfaction, customer satisfaction relations as well as employees and customers satisfied with the image of \The main content of the study are as follows: First, from the sources of employee satisfaction is starting to explore the various internal service quality factors and employee satisfaction, employee loyalty relationship. Built using structural equation modeling method based on the assumed internal customer satisfaction model empirical analysis using empirical retail employee survey data, and then get on internal service quality (15 components) and employee satisfaction, employee loyalty ' the relationship between the. Second, external customer satisfaction. Customer satisfaction research, explore factors external service quality and customer satisfaction, customer loyalty. Build the external customer satisfaction research model using structural equation modeling method based on the hypotheses using empirical the retail enterprise customer survey data to empirically test, then get the external service quality (6 components) and customer satisfaction, customer loyalty relationship. Third, to build drive-based the KANO model for thinking quantitatively satisfaction factor analysis model. Accepted the KANO model based on various quality factors affect the mode of satisfaction to classify the ideological, introducing two dummy variables (motivators and constraints), to build a new satisfaction drivers of multiple regression analysis model using empirical Retail enterprise customer survey data to empirically test and quantitative properties discrimination, and thus on the quality of service elements. Finally, based on the intrinsic link between employee satisfaction and customer satisfaction, build a \By the pairing of data Empirical retail employees and customer data, large sample empirical studies on the relationship between employee satisfaction and customer satisfaction the first time. Empirical test of the relationship of \

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CLC: > Economic > Economic planning and management > Enterprise economy > Enterprise Marketing Management
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