IMPACT OF EMPLOYEE TRAINING AND MONETARY REWARDS ON CUSTOMER SATISFACTION

Krishnanand Tripathi

Abstract


Results have indicated that employee training and employee incentive have had not a significant effect on customer satisfaction. Trainings no doubt provide  opportunities  to employees to enhance their competencies but many times it has been found that the companies have imparted adequate training to their employees but because of low job satisfaction and lack of motivation they do not engage with their customers and not able to satisfy them. There is no doubt that training is vital input for better  customers service but as we have seen it is not the only variable for customer’s satisfaction. Financial incentives to employees did not lead to customer satisfaction. If the employee is not sufficiently qualified & competent enough in both technically as well as emotionally to respond and meet customers' requirements easily as a result, it leads poor customer satisfaction.


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ISSN : 2251-1555