THE IMPACT OF EMPLOYEE MOTIVATION ON CUSTOMER SATISFACTION: THE CASE OF LION INTERNATIONAL BANK S.C

Abstract

Employees are the most important factor in the success and failure of any Organization. Keeping employees motivated and customers loyal at the same time could indeed be a huge challenge to even the most progressive organization today (Shahzad N (2018). Banking industry is a service industry that provides banking service thorough corbanking system therefore employee‟s 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 i.e. Work environment, pay and benefits, management systems and corporate culture on customer satisfaction in Lion International Bank. Two different questioners was developed and distributed for customers and employees of Lion International bank. A total of 272 and 80 questionnaires were personally distributed for employees and customers respectively. From which 252 and 75 useable questionnaires returned and used to empirically measure the impact. The data was analyzed using descriptive and Inferential statistics methods. Correlation and regression analysis is used for this analysis. Descriptive statistics shows that there is a proportionate number of Customers rate their satisfaction level either satisfied or dissatisfied. While there is Also the same proportional numbers of employees of Lion international bank S.c rate their satisfaction level either satisfied or dissatisfied with working in the bank. Inferential statistics results show that all motivational indicators (i.e. works environment, pay and benefits, corporate culture and management systems) have a significant and positive impact on customer satisfaction. Those employees who have direct interaction with customer Satisfactions highly influence the customer satisfaction level. It is evident from results that corporate culture is higher role in motivating employees towards their organizational Goal of higher customer satisfaction.