The Relationship among Customer Satisfaction, Employee Satisfaction and Business Performance: A Study in Libya Hotels

Abstract

This article has been prepared to demonstrate the relationship between employee satisfaction, employee performance and business performance in Libyan hotels, the role of customer satisfaction to improve performance. The aim of this study; to determine the relationship between employee satisfaction, business performance and customer satisfaction in Libyan hotels. In addition, as a result of this study, the role of customer satisfaction in increasing business performance will be deter-mined. Four and five stars hotels in Libya were analyzed, and data were collected with face-to-face survey method with these hotels. In order to reveal the relationship between study variables, the survey data were subjected to factor analysis, and the Social Sciences Statistics Package (SPSS) was used to determine the relationship between correlation analysis and variables. There is a statistically significant relationship between the study variables to improve customer satisfaction. As a result of the study, it was determined that there is a statistically significant relationship between the study variables, which will be determinant in increasing customer satisfaction. From this study, it is concluded that the hotel industry in Libya needs to identify the main factors that cause employee well-being. Hotels should improve their practices on the well-being of employees in order to enhance their sense of belonging and strengthen their loyalty. Because there is a positive relationship between motivating employees and providing employee satisfaction and customer satisfaction.