Name :Ni Putu Sinta Angga Dewi

Nim :15102041

Analysis of Relationship Between Employee Satisfaction and Customer Satisfaction

Customer satisfaction is the main purpose of the hospitality business. There are many
components that need to work together to create high quality customer service. Instead of the
service provider that has significant roles to make rules and policy about how great service
quality should be, the main key to operate and implemented it directly to the customer is the
employee. The employee that satisfied with their jobs will give the sincere quality service to the
customer. Some aspects that need to be considered to create the satisfaction of the employee that
will lead to customer satisfaction are job satisfaction, organizational culture, management
performance and customer loyalty.

Job satisfaction is a measure of the employees ‘s contentedness about how they like about
their job completely not the just the job descriptions but also the environment where they work
or how the supervision of the management. Employee that satisfied with their job can be
measured in affective (emotional), cognitive (evaluative) and behavioral components. The
affective is subjective because it is an emotional feeling of individuals about their job, and the
worthwhile emotional will be shown from the satisfied employee. Cognitive job satisfaction is
more objective because it uses logical and factual job improvement that can be seen as the
productivity of the employees. The behavioral components show the positive attitude from the
employees such as the small amount of absenteeism and conducive work environment.

Organizational culture as the work environment has significant impact to create loyalty of
employees that will lead to low employee turnover. Employees that have the same goals and
visions as their organization will have more dedication to their job as their own passion. Well
dedicated employees gain more trusts from the customer in order to get customer satisfaction.
Organizational culture has huge impact of the work motivation to the employees, the more
cooperative it is, the more highly motivated their employees are in terms to build solid work
environment.
 Management performance includes all activities that relate to ensure the business goals
are consistently being met in an effective and efficient manner. Performance management focus
on the performance of an organization, a department and employees that include the managerial
style, which is one of the fundamental thing that is related to employees also linked to the need
to establish indicators related to their performance and satisfaction. Management that fulfill the
essential needs of their employee attract the employee loyalty. The implementation can be
realized on the recognition from the management to their employee in form of remembering
employee’s special day, any reward for specific achievement and team building events.

Customer loyalty is measured by how likely the customers come back to do repeat
business and how it also effects to promote the business. Customer loyalty comes from the
customer that satisfy with the business. One aspect that can build the satisfaction of the customer
is also the satisfied employee. The relationship between employee satisfaction and customer
loyalty can be interpreted to mean that as employee satisfaction levels increase, customer loyalty
also increase and come to the customer satisfaction .