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Impact of Employee Motivation on Customer Satisfaction: Study of Airline Industry in Pakistan

Shahzad N

In success or failure of any firm/industry or organization employees plays the most vital and important role. Airline industry is one of service industry the job of which is to sell seats to their travelers/costumers and passengers; hence employees inspiration towards their work plays a vital part in serving client’s requirements. This research focused on the influence of employee’s enthusiasm and its apparatuses e.g. pay and benefits, working atmosphere, vision of organization towards customer satisfaction and management systems in Pakistani airline industry. For analysis correlation and regression methods were used. Results of the research highlighted that workers motivation and its four major components e.g. pay and benefits, working atmosphere, vision of organization and management systems have a significant positive impact on customer’s gratification. Those employees of the industry who directly interact with client highly impact the client satisfaction level. It is obvious from results of this research that pay and benefits performs a key role in employee’s motivation towards achieving their organizational objectives of greater customer satisfaction.