Semester Paper Topic Proposal

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School

University of the Cumberlands *

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734

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Management

Date

Nov 24, 2024

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docx

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Uploaded by PrivateMask15464

SEMESTER PAPER TOPIC PROPOSAL Ahmed Abdelhamed In the service industry, employee satisfaction holds significant importance in defining the overall success of an organization. Improving employee satisfaction is a critical need because it plays a pivotal role in enhancing business operations by increasing the long-term productivity of employees and retaining valuable customers. This study aims to empirically examine the connection between employee satisfaction and customer satisfaction. The research focuses on five key employee variables that influence customer satisfaction, specifically, communication, rewards, employee loyalty, retention, and commitment. The study then formulates theoretical hypotheses, which are tested through the SEM-PLS approach. Ultimately, the findings indicate a causal relationship between customer satisfaction and employee satisfaction, emphasizing the crucial role of employee satisfaction within this context. The paper also delves into additional discoveries from the study and proposes areas for future research in this domain.(Kurdi et al., 2020) The paramount aspect in any business is the customer, making it imperative to ensure their satisfaction and contentment. The company recognizes that meeting both the physical and emotional needs and desires of customers can foster loyalty, ultimately leading to increased sales and profits. In the banking industry, delivering exceptional service performance is a fundamental strategy for achieving satisfaction, thereby nurturing loyalty. This research is aimed at examining the development of bank customer loyalty through the provision of outstanding service and added value, with a quantitative approach employing regression statistics as the analytical foundation. The study's participants consist of 100 respondents who are customers of BNI Jakarta bank, and data collection is accomplished through a purposive method utilizing research questionnaires. The study's findings reveal that the most probable way to cultivate loyal

behavior is by engendering satisfaction through service because service provision results in comprehensive satisfaction, encompassing both psychological well-being and fulfilling customer needs.(Wulandari, 2022). This paper will focus on the role customer satisfaction in banking systems and the effect of banking services that might raise the customer satisfaction.

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Semester Paper Topic Proposal

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