Employee training on customer satisfaction: Mediating Role of Employee Performance and the Moderating role of Job autonomy (Published)
This study focused on proposed hypothetical model to explore the association between employee training and customer satisfaction of retail sector in Pakistan, while observing employee performance in mediating role and job autonomy in moderating role. The study was conducted by cross-sectional survey among employees and customers of selected organizations of Rawalpindi and Islamabad cities, respectively. Sample consists of 224 employees and data collection was done by the distribution of structured questionnaires through convenience sampling technique. In statistical analysis to draw conclusions analytical tools such as reliability, correlation, and regression analysis were used. From results it was observed that there was a positive association between employee training and customer satisfaction. Also, the results of the study supported the highly significant mediating role of employee performance on the association between employee training and customer satisfaction. Similarly the results confirmed the moderating role of job autonomy between employee training and customer satisfaction. So it is well concluded that retail companies should introduce training of employees which will enhance their performance and will help them deliver a better customer service and definitely customers will be satisfied. Similarly if employees are well trained, so they will act and work autonomously which will boost customer satisfaction
Keywords: Customer Satisfaction, Customer Service, Employee Performance, Retail Sector, employee training, job autonomy
Re-Emphasizing Total Quality Management for Organizational Effectiveness: Challenges and Strategies (Published)
The paper defined Total Quality Management (TQM) as a continuous and dedicated effort by an organization to pursue perfection in production output in order to satisfy the customers’ needs. The tenets are based on commitment, continuous dedication improvement to the established goals. Other guiding principles were discussed together with the origin and Japanese experiences. The components of TQM were discussed together with its organizational effectiveness. The TQM is customer centered. Justification for the research and the problems which the research was meant to solve were discussed. The accruable profits of TQM to an organization were stressed in that some organizations are run down by poor management strategies as outlined in (Dalota, 2011). However, the TQM implementation strategies were highlighted as the way to handle the challenges. Organizations that apply TQM shall surely revolutionize the production capabilities and enjoy greater market share in the economy. Organizations without TQM principles stand the risk of losing global market share in the new economic trend of the world market. TQM provides the opportunity for the employees to acquire the necessary skills, abilities, knowledge and competence for organizational and personal well-being.
Keywords: Customer Satisfaction, Organizational effectiveness, TQM, challenges and accruable profits, implementation strategies
Factors Influence Consumer Purchase Intentions in Green Marketing (Published)
This current research study finds out the impact of different types of determinants/predictors on the consumer purchase intention of consumers in Sargodha city. And also theoretical representation is planned & depending on pragmatic authentication by make the use of a analysis. The study consequences obtained in one of the Pakistan’s city (Sargodha) offer logical hold used for the soundness Of a planned representation/model. Exclusively the result obtained from correlation & Simple linear regression subsequently multiple Regression analysis validate the impact of consumer satisfaction, environmental protection, consumer awareness and consumer behavior on consumers purchase intention. The in order, also seem to affect consumer purchase intention while the current conclusion give a superior appreciative of the procedure and considerable previous circumstances of consumer purchase intention. It is considerable moderate function of customer satisfaction variable into consumer’s practice. While the conclusion propose with the aim of respondent has a highly optimistic approach on the subject of GREEN product & be prepared on the way to obtain Green products added frequently, however The product’s price & superiority is apprehensive, Green product have to present competitivelly immediately similar to the customary products. This cram also discuss How the current result might assists the government of Pakistan & green Marketer in the direction of regulate their programs related to environment.
Keywords: Consumer Awareness, Consumer Behavior and Purchase Intention., Customer Satisfaction, Environmental Protection, Green Marketing
The Influence of ATM Service Quality on Customer Satisfaction in the Banking Sector of Nigeria (Published)
The study investigates the influence of ATM service quality on customer satisfaction in the banking sector of Nigeria. The study adopts survey research in which questionnaires are accidentally administered on customers of four banks randomly selected for the study (First Bank of Nigeria Plc., United Bank for Africa Plc., Guarantee Trust Bank Plc. and Skye Bank Plc. at the ATMs terminals of the Banks during transactions. Multiple Regression Analysis, Descriptive Statistics of the Mean, Standard Deviation, Tables and Charts are the main tools of data analysis. Findings reveal that the higher the ATM service quality, the higher the level of satisfaction it provides. The study then concludes that ATM service quality determines customer satisfaction. Some recommendations are offered on the way forward
Keywords: ATMs, Customer Loyalty/Retention, Customer Satisfaction, Profitability, Service Quality
RELATIONSHIP BETWEEN EMPLOYEES MOTIVATION & CUSTOMER SATISFACTION- A CASE STUDY OF SELECTED BANKS IN PAKISTAN (Published)
In the present cut throat competition of business in Pakistan, keeping the faithful customers footings has become a major issue for the management of all types of companies. Few segments particularly of services Industry where the there is very high human participation in rendering the services; companies are trying to perk up the service standards to secure and maintain the loyal customers. In present era, the retention of existing customers has become more important even than the new customers. The reason for is that the markets are being saturated very quickly due to increasing number of participants and the competitors are fighting for the same shrinking piece of pie. This improvement in service quality is based on the hypothesis that motivate and professionally well-equipped employees are the significant customer satisfaction indicators. To assess the validity of above stated supposition, this research has selected banking sector as population and chosen three Banks namely: Askari Bank Ltd., Bank Al-Habib Ltd., Habib Metropolitan Bank Ltd. as sample of this research study.The objective of this study is to understand and evaluate the main drivers of employee motivation in banking sector of Pakistan and their impact on customer satisfaction. Primary Data has been used in this study and it was collected through structured questionnaire. The reliability and consistency of primary source i.e. questionnaire was tested through Cronbach’s Alpha, whereas the author has applied Correlation and Regression technique for data analysis with Chi-Square Test for additional support to the results. Based on the rigorous literature review, survey instrument designing purified by help of pilot study, the results revealed that employee’s motivators are Compensation, Working Environment, Job Design, Staff Trainings and Performance Management System.
Keywords: Career Development, Compensation, Customer Satisfaction, Employees’ Motivation, Job Design, Work Environment