THE EFFECT OF EMPLOYEE SATISFACTION ON CUSTOMERS SATISFACTION (CASE STUDY IN BANDUNG CULINARY INDUSTRY)
Disastra, Ganjar Mohamad. Telkom University, Indonesia.
Suryawardani, Bethani. Telkom University, Indonesia
Wulandari, Astri. Telkom University, Indonesia
ABSTRACT
Employee satisfaction is an important factor for improving organizational performance. Employees who are satisfied with the job tend to be more productive and more effective than organizations with less satisfied employees. A number of empirical studies have also shown a strong positive relationship between employee satisfaction and customer satisfaction. Interestingly, based on preliminary observations made in this study, there was information that a satisfied customer is not always the customers from organizations that have a high level of employee satisfaction, and vice versa.
The method used in this study is causal, by collecting primary and secondary data. The primary data obtained from questionnaires to the respondents with a non-probability technique sampling. The questionnaires tested previously with the validity and reliability to make sure all items used in this research are valid and reliable. To determine whether there is a significant impact of employee satisfaction on customer satisfaction, this study used simple linear regression analysis.
The results of this study indicate that employee satisfaction have a significant contribution to customer satisfaction with standardized β = 0.774. Correlations between variables of this research were significantly correlated (r = 0.774, p < 0.01). Determinant coefficient (R2 value) indicates the total variation in the dependent variable (CS) can be explained by the independent variable (ES) is 59.9%.
Keywords: Employee Satisfaction, Customers Satisfaction, Culinary Industry
Penelitian ini sudah dipublish pada:
Proceeding in International Conference on “EMERGING TRENDS IN ACADEMIC RESEARCH” (ETAR-2014) ISBN:978-969-9948-05-3