Impact of Employee Motivation on Customer Satisfaction: Study of Airline Industry in Pakistan

Interdisciplinary Journal of Contemporary Research in Business , Vol. 4, No. 6, pp 531-539, October 2012

9 Pages Posted: 2 Dec 2012

See all articles by Muhammad Bilal Ahmad

Muhammad Bilal Ahmad

University of the Punjab (PU) - Hailey College of Commerce

Ejaz Wasay

affiliation not provided to SSRN

Saif Ullah Jhandir

Shaheed Zulfikar Ali Bhutto Institute of Science and Technology (SZABIST), Students

Date Written: 2012

Abstract

Employees are the most important factor in the success and failure of any organization. The airline industry is a service industry that sells seats to its passengers therefore employees motivation towards their job plays a very important role in serving the customer’s needs. This study focuses on the impact of employee motivation and its components e.g. work environment, pay and benefits, management systems and organizational vision on customer satisfaction in the airline industry of Pakistan. Correlation and regression analysis is used for this analysis. Results show that employee motivation as well as its four components e.g. work environment, pay and benefits, management systems and organizational vision have a significant positive influence on customer’s satisfaction. Those employees who have direct interaction with customer satisfaction highly influence the customer satisfaction level. It is evident from results that pay and benefits plays key role in motivating employees towards their organizational goal of higher customer satisfaction.

Keywords: employee motivation, customer satisfaction, work environment, pay and benefits, management systems and organizational vision

Suggested Citation

Ahmad, Muhammad Bilal and Wasay, Ejaz and Jhandir, Saif Ullah, Impact of Employee Motivation on Customer Satisfaction: Study of Airline Industry in Pakistan (2012). Interdisciplinary Journal of Contemporary Research in Business , Vol. 4, No. 6, pp 531-539, October 2012. Available at SSRN: https://ssrn.com/abstract=2183591

Muhammad Bilal Ahmad (Contact Author)

University of the Punjab (PU) - Hailey College of Commerce ( email )

Lahore
Lahore, punjab 53100
Pakistan

Ejaz Wasay

affiliation not provided to SSRN ( email )

Saif Ullah Jhandir

Shaheed Zulfikar Ali Bhutto Institute of Science and Technology (SZABIST), Students ( email )

Karachi
Pakistan

Register to save articles to
your library

Register

Paper statistics

Downloads
2,322
Abstract Views
9,152
rank
5,518
PlumX Metrics