Question

How important a role does employee or staff satisfaction play in the management of service quality?

Answer 1

Service is ultimately delivered by the employee or staff who is responsible for interacting with the customer and catering to his or her requirements at the point of service. Thus the service quality depends on the person who is delivering the service at the crucial juncture of interaction with the consumer of the service. It depends on how proactive that person is willing to address the needs of the consumer and his approach towards understanding the requirements (both stated and latent) and designing the service to meet those needs.

It is common logic that a person who feels loyal to his organization and his satisfied with the work and enjoys his job would be more enthusiastic in meeting the customer’s stated and latent needs simply because he is more involved in his job and relates organization’s success to his own. Thus a high degree of service quality can only be possible by employees who are satisfied and motivated in their job.