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

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