Employees and Customers Satisfaction in UAE Banks

Employees' satisfaction and customers' satisfaction are an area of interest for the management and leadership in all types of organization and companies, but more so in the service sector,because the core business is the customers, without customers there is no profit and the service sector experiences has a shortage of customer satisfaction and lack of employees' satisfaction.This quantitative study investigated the relationship between the employees' satisfaction and customers' satisfaction in the Islamic and conventional banks of United Arab Emirates.No previous study has founded on any of Islamic banks and conventional banks in UAE.A survey undertaken of 308 employees and 301 of customers and the relation of different variables with employees' satisfaction and customers' satisfaction researched.The results showed employees at Islamic banks are more satisfied with work more than conventional banks, moreover, employees of Islamic banks stated that the most three factors satisfy them are communication with staff, work environment and appreciation. In addition to, employees at Islamic banks are looking for more benefits, increasing number of the staff and better team of management.

Autorentext

Mitarbeiterzufriedenheit und Kundenzufriedenheit sind für das Management und die Führung in allen Arten von Organisationen und Unternehmen von Interesse, vor allem aber im Dienstleistungssektor, denn das Kerngeschäft sind die Kunden, und ohne Kunden gibt es keinen Gewinn, und im Dienstleistungssektor herrscht ein Mangel an Kundenzufriedenheit und an Mitarbeiterzufriedenheit.Diese quantitative Studie untersuchte die Beziehung zwischen Mitarbeiterzufriedenheit und Kundenzufriedenheit in den islami

Klappentext

Employees satisfaction and customers satisfaction are an area of interest for the management and leadership in all types of organization and companies, but more so in the service sector,because the core business is the customers, without customers there is no profit and the service sector experiences has a shortage of customer satisfaction and lack of employees satisfaction.This quantitative study investigated the relationship between the employees' satisfaction and customers' satisfaction in the Islamic and conventional banks of United Arab Emirates.No previous study has founded on any of Islamic banks and conventional banks in UAE.A survey undertaken of 308 employees and 301 of customers and the relation of different variables with employees satisfaction and customers satisfaction researched.The results showed employees at Islamic banks are more satisfied with work more than conventional banks, moreover, employees of Islamic banks stated that the most three factors satisfy them are communication with staff, work environment and appreciation. In addition to, employees at Islamic banks are looking for more benefits, increasing number of the staff and better team of management.