Job Satisfaction of the Employees and Its Impact on the Customers
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The employees’ satisfaction and the customer satisfaction have a strong positive relationship because the satisfied employees tend to work better according to the objectives of the organization. In this respect, the level of productivity developed, the way they are working in the internal mechanism, the employees being the representatives of the company and the way employees are taking step for improving the policies of the organization becomes the reason for creating a direct relationship between the employees and the customers.
The job satisfaction at the workplace is highly important for the organizations. The employees of the companies are the best assets of the organization. This is due to the reason that the employees are the ones that are working for the organization and are aware of the all of the business knowledge and the ways work should have to be done. Therefore, the motivation and the satisfaction of the employees are highly important for the organizational success. If the employees are not motivated then they will not be having the aspects of working toward achieving the objectives of the organizations.
Therefore, the organizations should have to consider for the organizational success in a way that the employees are satisfied. The satisfaction of the employees comes in many ways such as salaries, promotions and other work related benefits and esteem needs of the employees. Once the employees are satisfied, the organizational customers will also be satisfied. There is a strong link between the employees’ satisfaction and customers’ satisfaction because when the employees will be satisfied, they will work in the best interest of the organization and will increase the productivity. This will result in meeting the needs of the customers in an effective manner and the organization will get success in relation to these manners.
The organizational success is linked with the satisfaction of the customers and the satisfaction of the customers lies in the satisfaction of the employees because they are responsible for working in the organization and achieve its objectives.
The employee’s behavior in an organization is highly important because the employees are responsible for working towards the missions of the organization and take part into the day to day activities. The employee are highly aware of what is going into the organizations more than the employers themselves because they are responsible for productions, dealing with suppliers and many different kinds of the customers. In this regard, there are many ways through which the employees get satisfaction for working in relation to achieving the missions of the organization.
The job satisfactions for the employee are mostly linked with the higher level of the esteem needs and the commitment of the organizations for meeting their needs. It is a natural phenomenon that an individual gets satisfaction when his or her needs are met in an appropriate way. Therefore, the employees’ satisfaction is also linked with their needs. The esteem needs have the priority in the needs hierarchy of the employees. In addition to this, the employee empowerment in the organization with respect to taking decisions is another highly important need which brings the motivation and satisfaction among the employees. In this respect, the employees are considered to take part in the decisions of the organizations they feel important and the satisfaction of the employees towards achieving the mission and objectives of the organization is increased.
“One characteristic of a service company is intensive interaction between employees and customers. Very intensive interaction between employees and customers makes customer satisfaction is also determined by level of employee’s service. Satisfied employees are more productive to give more qualified service services to consumers (Jannang, 2014)”. In this regard, the satisfaction of the customers is linked with the satisfaction of the employees in a way because the employees are responsible for the services of the customers and they produce the products which are then passed to the customers.
According to the recent studies it has been found that the managers are continuously finding the ways through which they can bring employee satisfaction so that they will generate the capacity in the employees with regards to brining satisfaction among the employees. The managers are willing to accept the challenges of the employees as their duty and try to resolve their problems in a way the employees satisfaction do no becomes an obstacle in the creativity and the success initiatives in the organizations. The organizational success is basically driven from the internal policies and actions taken by the organizational members who affect the external forces of the organization.
“Organizational performance is influenced by various factors, both internal which the company can influence, and external, which are beyond the company’s influence. Attitudes in general and especially job satisfaction really affect organizational behavior in a number of cases, but not always (Dancia, 2013)”. The organizational performance is set of many attributes. The employees that are taking steps for the organizational success are considered to be the most effective assets of the organizations in relation to bringing success.
The reason can be considered in a way that the employees are trying to maintain an environment which is not only effective for their personal satisfaction rather brings motivation among the other employees as well and the other employees also start to work with respect to achieving the missions of the organizations. “A study at Sears Roebuck & Co. showed that a five-point improvement in employee attitudes led to a 1.3 rise in customer satisfaction which, in turn, generated a 0.5 increase in revenues” (Bulgarella, 2005).
The research at many organizations and the research centers has shown that the employee satisfaction resulted in increasing the performance of the company. The customer becomes satisfied and loyal to the company because of getting the required level of quality and services of the product of the companies. The study has found many variables of the employees’ behavior which brought the satisfaction among employees and helped them to align their missions with the missions of the organization. These variables are described as the employee loyalty, employee commitment, employee satisfaction which contributed for increasing the product quality and the service quality which ultimately resulted in increasing the customer satisfaction.
There are many points which can be considered as the factors of the employee and customer satisfaction relationships. The employees that are having the interactions with the customers should be effective so that they can understand the needs of the employees and can bring the effective sources so that the satisfaction of the customers can be increased. “Satisfied employees have high energy and willingness to give good service: at a very minimum, they can deliver a more positive perception of the service/product provided” (Kermani, 2006). In this regard, it has been analyzed that the satisfied employees are having the capacity to provide the interpersonal sensibility with the employees and can make the strong relationships with the customers of the organizations.
The level of quality assumed in the inter-personal relationships delivers the chances to the organizations for communicating the organizations in an undesirable way. The effective level of the negotiations made between the employees and the customer results in making the customers satisfied in a way that the company has the ability to meet their needs and they are being respected. In this respect, the customers feel appreciated and respected and long term relationship is built between the companies and their employees. In the same way, when the employees are being appreciated and respected in the organizations then they become motivated and a long term relationship between the employees and companies are built at the same time. The employee turnover is also decreased in this respect and the company’s success at the same time.
There are many ways that can be used to understand the needs of the customers thereby increasing their satisfaction level. Building the strong customers relationship is the main key to our customer service businesses. The businesses will have to take steps in building strong customers relationships so that the loyalty of the customers brings brand recognition of the products of the businesses and promote the growth. In this respect, honesty to the customers is the first part to for the organizational success and to build customer relationship. The businesses should be stretching the truth in relation to the products and services so that it will enhance the loyalty of the customers towards the services. Additionally, treating the customers need as these are our own needs and provide them with the same level of service that we will be expecting the others to provide us.
If they are not satisfied with some service than these should be altered and no person should be allowed to become rude with the customers. This will increase the level of the satisfaction of the customer and they will be back to get affiliated with the services of our business. All these needs of the employees are served by the employees of the organizations and the companies do not have to bear the burden of loss.
In conclusion, the employees are the core competencies of the organization because they representatives of the organization and maintains the performance in a way that the customers becomes satisfied. There is highly a strong positive relationship with the employees’ satisfaction and the customer satisfaction. It has been found that the managers are continuously finding the ways through which they can bring employee satisfaction so that they will generate the capacity in the employees with regards to brining satisfaction among the employees.
The esteem needs have the priority in the needs hierarchy of the employees and the employee empowerment in the organization with respect to taking decisions is another highly important need which brings the motivation and satisfaction among the employees. Therefore, there is a strong link between the employees’ satisfaction and customers’ satisfaction because when the employees will be satisfied, they will work in the best interest of the organization and will increase the productivity.
The effective level of the negotiations made between the employees and the customer results in making the customers satisfied in a way that the company has the ability to meet their needs and they are being respected. As a result, they make larger purchases from the companies and they tend to behave well for the organizational commitment and bringing the value to the organization success policies. Thus, the research has shown that the satisfied employees bring the motivation for the other as well and the whole environment delivers the ways for increasing the customer satisfaction.
Bulgarella, C. C. (2005). Employee Satisfaction & customer Satisfaction Is There a Relationship? . GuideStar Research Analyst .
Dancia. (2013). Relationship between job satisfaction and organisational performance. Tandfoline.com , 118-130.
Jannang, A. R. (2014). Employee Satisfaction Effect on Intention Behavior to Repurcase With Service Quality and Customer Satisfaction as Mediation. International Journal of Business and Management Invention , 26-36.
Kermani, Z. Z. (2006). A Study of the Linking Between Job Satisfaction and Customer Satisfaction: A Case Study of Iran Insurance; Kerman; Iran. University of Kerman , 1-6.