The impact of Employee and Customer satisfaction on Financial performance[L'impact de la satisfaction des employés et des clients sur la performance financière]

The relationship between customer satisfaction (SC) and employee satisfaction (SE) and financial performance (PF) is an important relationship for the growth of any nation's economy. Indeed, the customer is an essential element for each company, because of their expenditure, to make the purchases, the purchase recommendations to other customers and their relationship with the employees of the company on the one hand, and the financial performance which constitutes the goal of any company on the other hand. The objective of this article is to study the link between the SC and to examine its impact on the financial performance, while integrating the SE. This study specifically explores three major links: (1) the impact between SC and FP; (2) the direct impact between SE and FP; (3) and the direct impact between SC and SE.In addition, this research analyzes the role of CS on the indirect link between the SE and the FP of a company. Theoretical findings show that while CS has a positive influence on FP, while SE has no direct significant influence on FP.