Investigating the effect of employee satisfaction on customer satisfaction and loyalty (Case study: Koohdasht Municipality)

Investigating the effect of employee satisfaction on customer satisfaction and loyalty (Case study: Koohdasht Municipality) Abstract The aim of this study was to investigate the relationship between employee satisfaction and customer satisfaction and loyalty of Koohdasht Municipality. The method used in this study was analytical descriptive and survey approach and using questionnaire tools. Spss and lisrel software have been used to analyze the data. The results of this study showed that the satisfaction of the workers directly and indirectly causes the satisfaction and loyalty of the client of Koohdasht municipality. Customer satisfaction will also lead to customer loyalty. Therefore, the managers of Koohdasht Municipality can provide satisfaction and loyalty to the client by improving the ability and satisfaction of the employees of the municipality by focusing on the human capital of their organization. Keywords: Employee Satisfaction, Customer Satisfaction, Customer Loyalty, urban development. Kuhdasht Municipality Keywords: Employee Satisfaction, Customer Satisfaction, Customer Loyalty, urban development. Kuhdasht Municipality