Original Research

The relationship between employee and customer satisfaction in the balanced scorecard

DG Gouws, A Habtezion, FNS Vermaak, H P Wolmarans
South African Journal of Economic and Management Sciences | Vol 9, No 3 | a1088 | DOI: https://doi.org/10.4102/sajems.v9i3.1088 | © 2014 DG Gouws, A Habtezion, FNS Vermaak, H P Wolmarans | This work is licensed under CC Attribution 4.0
Submitted: 05 June 2014 | Published: 05 June 2014

About the author(s)

DG Gouws, University of Pretoria
A Habtezion, University of Pretoria
FNS Vermaak, University of Pretoria
H P Wolmarans, University of Pretoria, South Africa

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This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.


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