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Impact Of Employee Motivation On Customer Satisfaction: Study Of Airline Industry In Pakistan


  • Ahmed, Muhammad Bilal
  • Wasey, Ejaz
  • Jhanndir, Saif Ullah


Employees are the most important factor in the success and failure of any organization. The airline industry is a service industry that sells seats to its passengers therefore employees motivation towards their job plays a very important role in serving the customer’s needs. This study focuses on the impact of employee motivation and its components e.g. work environment, pay and benefits, management systems and organizational vision on customer satisfaction in the airline industry of Pakistan. Correlation and regression analysis is used for this analysis. Results show that employee motivation as well as its four components e.g. work environment, pay and benefits, management systems and organizational vision have a significant positive influence on customer’s satisfaction. Those employees who have direct interaction with customer satisfaction highly influence the customer satisfaction level. It is evident from results that pay and benefits plays key role in motivating employees towards their organizational goal of higher customer satisfaction.

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  • Ahmed, Muhammad Bilal & Wasey, Ejaz & Jhanndir, Saif Ullah, 2012. "Impact Of Employee Motivation On Customer Satisfaction: Study Of Airline Industry In Pakistan," MPRA Paper 70758, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:70758

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    References listed on IDEAS

    1. Jody Hoffer Gittell & Leigh Weiss, 2004. "Coordination Networks Within and Across Organizations: A Multi‐level Framework," Journal of Management Studies, Wiley Blackwell, vol. 41(1), pages 127-153, January.
    2. Jody Hoffer Gittell & Andrew Von Nordenflycht & Thomas A. Kochan, 2004. "Mutual Gains or Zero Sum? Labor Relations and Firm Performance in the Airline Industry," ILR Review, Cornell University, ILR School, vol. 57(2), pages 163-180, January.
    3. Daniel H. Simon & Jed DeVaro, 2006. "Do the best companies to work for provide better customer satisfaction?," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 27(8), pages 667-683.
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    More about this item


    Employee Motivation; Customer Satisfaction; Work Environment; Pay and Benefits; Management Systems and Organizational Vision;
    All these keywords.

    JEL classification:

    • L9 - Industrial Organization - - Industry Studies: Transportation and Utilities
    • L93 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Air Transportation
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing


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