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