The Effect Of Employees Satisfaction On Customer Satisfaction: Case Study Of The University Of Dodoma

ABSTRACT

The study was put in place in order to accomplish four objectives. The objectives were; to understand the drivers of employee job satisfaction under the study area, to investigate if motivated employees become satisfied with their jobs, to investigate if satisfied employees become good performers and to assess the level of customer satisfaction with services rendered by employees. The study was conducted using explanatory case study design and was based at UDOM as the platform. Data were collected from customers (student) using questionnaire and employees as well as from management using interviews. Analysis was based on tabulation and by use of linear regression technique. It was discovered that, employees at UDOM were motivated by several issues towards their jobs, among them were; free transport to work, provision of good offices, free communication among workers, free mobile phones and good reputation of UDOM among others. It was also found out that, job motivation and the employee satisfaction are positively related but the extent of the relationship indicated that, there were other variables which also influenced the variations in the employee satisfaction apart from job motivation. However, the study did not uncover significant relationship between employee job satisfaction and their performance. Given this contradictory outcome, this area required more investigations. Furthermore, the level of customer satisfcation (students) was found out to be low in all the aspects of services investigated. It was therefore recommended that