ASSESSING THE RELATIONSHIP BETWEEN EMPLOYEE ENGAGEMENT AND CUSTOMER SATISFACTION IN PAKISTAN’S HOSPITALITY INDUSTRY: A QUANTITATIVE STUDY

Abstract

The following work is aimed at exploring the intricate links between the level of employee engagement and the level of customer satisfaction in hospitality industry of Pakistan. According to the quantitative research done, data was collected from a cross-section of hotels and restaurants scattered in the big cities of Karachi, Lahore and Islamabad. The surveys and structured questionnaires were conducted with the aim of determining the level of engagement of the employees and various customer satisfaction indices. Here again, the research shows that there very high probability, towards the idea that increased levels of engagement increase returns in high standard customer commitments. The research conducted implies that an implication of involved employees is likely to deliver high-quality services, show more enthusiasm, and welcome customers better this improves customer satisfaction. This study also underlines that retention of employees is still a key way of improving the standard of services in the hospitality industry. The recommendations given to the management practices are intended to help the executive of the hospitality industry implement programmes and strategies that focus on positive staff health and job satisfaction. Through training, recognition, and positive work environments, organizations have the ability to establish motivated employees, which will result in high customer satisfaction. These findings provide useful recommendations to the hospitality managers who want to enhance the employee and customer satisfaction level in a similar context.

Keywords- Employee Engagement, Customer Satisfaction, Hospitality Industry, Pakistan, Quantitative Study,
Service Quality, Management Practices, Employee Well-being