| مستخلص: |
There have been differing opinions among researchers on the relationship between employee satisfaction and customer satisfaction. A few found strong correlation between the two constructs, while others found weak or no relationship. This paper aims at establishing a relation between employee satisfaction and customer satisfaction with reference to banking industry. The paper demonstrates empirically that customer satisfaction, which has been established as indispensable for business growth and sustainability, is actually impossible without satisfaction of employees who are the precious resource of the organization. The paper also guides the managers on the philosophy of ‘employee comes first’. The linkage between employee and customer becomes all the more significant in service sector where customer-employee interaction is very high |
