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Detail Article

INSAN Media Psikologi

ISSN 1411-2671 (Cetak); 2310-7945 (Online)

Vol. 15 / No. 2 / Published : 2013-08

TOC : 5, and page :120 - 125

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Original Article :

Employee satisfaction, quality of customer interaction, and customer satisfaction: its relationship in an educational context

Author :

  1. Juliana Caesaria Tandung*1
  1. Dosen Fakultas Ilmu Budaya

Abstract :

Although there has been many researches analyzing the relationship between employeesatisfaction and customer satisfaction, to the writers' knowledge, there has been no research thatanalyzes the relationship between employee satisfaction and customer satisfaction by using thequality of customer interaction as the mediator in an educational context.This research thereforeaims to investigate the relationship of these three variables whereby focusing solely on theeducational context. Further, it is hypothesized that the quality of customer interaction acts as themediator for this relationship. Subjects of this study are lecturers and students from a privateuniversity in Surabaya. 38 dyadic data were obtained and further analyzed using Structural EquationModeling. Results of this study revealed that there is a significant indirect effect (not a mediatedeffect) between employee satisfaction and customer satisfaction through quality of customerinteraction.

Keyword :

Employee Satisfaction, Customer Satisfaction, Quality of Customer Interaction,


References :

  1. Brown, S. P. & Lam, S. K., (2008). A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses. 84 (3), 243–255. : Journal of Retailing


   


Archive Article

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Volume : 15 / No. : 2 / Pub. : 2013-08
  1. Employee satisfaction, quality of customer interaction, and customer satisfaction: its relationship in an educational context