Effects of Customer Satisfaction on Employee Intrinsic Motivation, Employee Job Performance

Eugene Saltson

Abstract


The success of organizations hinges on the kind of relationships between customers and employees of the said organization. This study harnesses the interactions that exist between productivity, the customer and employee behaviours. The study measured the extent to which the resultant reaction of customer satisfaction could be translated into their intention to remain loyal to the bank or switch to another. Also, customer satisfaction was assessed to view its effect on the employee intrinsic motivation, their job performance and the bank’s non-financial performance.


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Copyright (c) 2016 Eugene Saltson

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