IMPACT OF EMPLOYEE WORK SATISFACTION ON CUSTOMER SATISFACTION

Abstract

This paper covers the study of how satisfied the employees of the Post Office 21101 Novi Sad are and how that effects their clients’ satisfaction. In order to get a better understanding of the said effect, both employees and the clients were given a survey with questions regarding various factors that might influence their satisfaction with the service they provide or receive the results of which will enable the Post Office as a company to further improve its services and meet its clients’ needs as well as to motivate its employees through positive changes in their work environment. Based on these results we have come up with several suggestions in order to accomplish this such as the introduction of the Postbenefit cards for employees and the volunteer work of students of the Faculty of Technical Sciences as part of their curriculum which will in turn give the students a better understanding of what the job entails.