“ROLE OF EMPLOYEE ENGAGEMENT IN DRIVING CUSTOMER SATISFACTION IN SERVICE INDUSTRY”

Abstract: This study investigated the influence of organizational factors on employee engagement and the perceived impact of training and service personalization on customer-related outcomes within a service-oriented organization. The purpose of this study is to examine the relationship between employee engagement confines such as authorization, administrative support, engagement observation, and personalization and their impact on client experience quality. By breaking down worker understandings, the study aims to understand how these internal factors contribute to the delivery of personalized services and overall client satisfaction within the association. Regression analysis examined the effects of workplace culture, leadership, recognition, and leadership style on employee engagement, revealing a non-significant overall model and weak individual predictor effects. One-Way ANOVA indicated that perceived training effectiveness significantly enhanced post-training employee engagement and perceived service quality but did not significantly impact perceived customer satisfaction. Correlation analysis demonstrated a strong positive relationship between perceived service personalization and customer experience quality. Additionally, a weak and non-significant positive trend was observed between perceptions of superior employee engagement initiatives and a more supportive work environment compared to competitors. These findings suggest that while internal factors and training play a role in engagement and service delivery, the direct link to perceived customer satisfaction is complex and influenced by personalization. The further research with larger samples and diverse methodologies is recommended to explore these relationships more comprehensively.

Keywords: Employee Engagement, Customer Satisfaction, Service Quality, Training Effectiveness, Workplace Culture, Service Personalization.