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PERCEIVEDRELATIONSHIP BETWEEN EMPLOYEE SATISFACTION, CUSTOMER SATISFACTION AND BANK PERFORMANCE IN SELECTED MONEY DEPOSIT BANK’SIN NIGERIA
Abstract:
The study Perceived relationship between employee satisfaction, customer satisfaction and Banks performance in Nigeria. Despite many policies put in place to enhance workers’ satisfaction and productivity, leading to customer satisfaction, and to possibly stamp out unethical practices in the banking sector especially, there are symptoms of sub-optimality observable from employees, employers, and customers in the industry. The objective of this study is to investigate the relationship between employee job satisfaction, customer satisfaction, and performance, to determine the relationship between employee job satisfaction as measured by employee motivation and firm performance as measured by performance in Nigerian Banks. The study made use of primary sources of data via the administration of questionnaire to obtain information. The findings of the study reveal that there is a link between job satisfaction and performance. The survival of the bank is certain provided they are able to generate profits regularly. It was recommended that bank management, should cater for the welfare of the employees in cash and in kind, they should also involve the employee in decision making process, there should be adequate motivation to the employees so that they can put more effort in the satisfaction of the customers, listen to them and give them necessary assistance where and when necessary.
PERCEIVEDRELATIONSHIP BETWEEN EMPLOYEE SATISFACTION, CUSTOMER SATISFACTION AND BANK PERFORMANCE IN SELECTED MONEY DEPOSIT BANK’SIN NIGERIA
