Impact of Employee Behavior to Customer Satisfaction among Selected Establishments in Zambales, Philippines
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 research 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.
Employee, Behavior, Productivity, Quality, Organization, Satisfaction
2. Gronroos C. Service management and marketing in the service sector. In Bo Bergman, and Bengt Klefsjo, 1994, quality from customer needs to customer satisfaction. London. McGraw-Hill, Inc. 1990.
3. Khadka K, Maharjan S. Customer satisfaction and customer loyalty. Case Trivsel Stadtjanster. 2017. Available at: https://core.ac.uk/download/pdf/161421179.pdf
4. Hirsh W, Carter A, Gifford J, Strebler M, Baldwin S. What customers want from human resource? The views of Line Managers, Senior Managers, and Employees on HR Services and the HR Function. 2008. ISBN: 9781851843961. Available at: https://www.employment-studies.co.uk/system/files/resources/files/453.pdf
5. Gerhart B, Fang M. Pay, intrinsic motivation, extrinsic motivation, performance, and creativity in the workplace: Revisiting long-held beliefs. Annu Rev Organ Psychol Organ Behav 2015; 2(1):489-521. DOI: https://doi.org/10.1146/annurev-orgpsych-032414-111418
6. Guthrie (2001). Guthrie JP. High-involvement work practices, turnover, and productivity: Evidence from New Zealand. Acad Manag J 2001; 44(1):180-190. DOI: https://doi.org/10.2307/3069345
7. Hsu SH. Cost information and pricing: Empirical evidence. Contemp Account Res 2011; 28(2): 554-579. DOI: https://doi.org/10.1111/j.1911-3846.2010.01051.x
8. Grönroos C. New competition in the service economy: The five rules of service. Int J Oper Prod Manag 1988; 8(3):9-19. DOI: https://doi.org/10.1108/eb054821
9. Lepak DP, Liao H, Chung Y, Harden EE. A Conceptual Review of Human Resource Management Systems in Strategic Human Resource Management Research. Martocchio, J.J. (Ed.) Research in Personnel and Human Resources Management (Research in Personnel and Human Resources Management, Vol. 25), Emerald Group Publishing Limited, Bingley, 2006; pp217-pp271. https://doi.org/10.1016/S0742-7301(06)25006-0
10. Anvari R, Irum S, Ashfaq M, Atiyaye DM. The impact of leader's cultural intelligence on organizational commitment. Asian Soc Sci 2014; 10:45-51. DOI: https://doi.org/10.5539/ass.v10n17p45
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.