The relationship between employee satisfaction, service quality and customer satisfaction in industrial hygiene service in Hanoi

Abstract

This study examined the relationship between employee satisfaction, service quality and customer satisfaction in the industrial hygiene services . The study combined qualitative and quantitative research methodologies with samples of customers and employees in Hanoi. The results showed that employee satisfaction positively related to service quality, which in turn, positively influence customer satisfaction. The study offers some managerial and research implications.