CUSTOMER SATISFACTION AS IT RELATES TO EMPLOYEE SATISFACTION:                   
A CASE STUDY OF ROAD TRANSPORTATION INDUSTRY IN BENIN CITY
ABSTRACT
This study  examines the nature of employee satisfaction as it relates to customer satisfaction in the road transportation industry in Benin city, Nigeria. Attempt was made to investigate impact of employee satisfaction on customer satisfaction in service sector. It also looked at the various factors that determines customer satisfaction and Employee satisfaction .A survey research with the use of Questionnaire was adopted to solicit the necessary information for the study. The Population of the study consist of all customers and employees of transport companies in Benin city, Nigeria. The Questionnaire were administered to a sample of 60 respondents. The statistical tools includes inferential statistics, descriptives, percentages, averages, correlations, regression and Chi-Square were used for the data analysis through the use of statistical package for social sciences (SPSS). Findings from the study shows that there is a significant relationship between employee and customer satisfaction. The study also found out that employee satisfaction has a positive influence on customer satisfaction. Furthermore, the study also revealed that the degree of supervision, salary, workmates and welfare of the employees were significant to employees satisfaction. Lastly, the study reveals that demographic variables of customers (gender, age, Marital status, education and Income) has no relationship with customer satisfaction and it was revealed that demographic variables of employees (gender, age, marital status, education, Income and duration of service) do not affect employee satisfaction. Based on the findings of the study, we therefore recommend that transport companies should make policies on employee's trainings, renumerations, career plan and welfare of drivers play an important role in customer satisfaction, for growth and development of the company.
TABLE OF CONTENTS
CHAPTER ONE: INTRODUCTION
1.1 Background to the Study    -    -    -    -
1.2 Statement of the Research Problem    -    -    -
1.3 Research Objectives    -    -    -    -
1.4 Research Questions    -    -    -    -
1.5 Research Hypotheses    -    -    -    -
1.6 Significance of the Study    -    -    -    
1.7 Scope of the Study    
CHAPTER TWO: LITERATURE REVIEW
2.1 Introduction    -    -    -    -
2.2 Conceptual Framework    -    -    
2.2.1 The concept of Customer Satisfaction    -    
2.2.2 Levels of Customer Satisfaction    -    
2.2.3 The factors that Determines Customer Satisfaction    -
2.2.4 The Importance of Customer Satisfaction    -
2.2.5 The Concept of Employee Satisfaction    -    -
2.2.6 Need for Employee Satisfaction    -    -
2.2.7 The factors Affecting Employee Satisfaction    -    
2.2.8 Relationship between Employee Satisfaction and
Customer Satisfaction    -    -    
2.2.9 The Influence of Employee Satisfaction on Customer
 Satisfaction    -    
2.2.10 The Influence of Customer Satisfaction on Employee
Satisfaction    -    -    -    -    
2.3 Theoretical Framework    -    -    -
2.3.1 Assimilation Theory    -    -    -    -
2.3.2 Contrast Theory    -    -    -    -
2.3.3 The Theory of Assimilation – Contrast    -    
2.3.4 The Theory of Negativity    -    -    -
2.3.5 The Theory of Hypothesis Testing    -    -    -
CHAPTER THREE: METHODOLOGY
3.1 Introduction    -    -    -    -    -
3.2 Research Design    -    -    -    -    -    -
3.3 Population of the Study    -    -    -    
3.4 Sample and Sampling Technique    -    -    -
3.5 Operationalization and Measurement of Variables    -
3.6 Research Instrument    -    -    -    -
3.7 Validity and Reliability of Instrument    -    -
3.8 Method of Data Analysis    -    -    -    -
CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS
4.1 Introduction    -    -    -    -
4.2 Description of Background Information    -    -
4.3 Customers Perception and Recommendation of Transport Services-
4.4 Level of Customer and Employee Satisfaction    -    -
4.5 Test of Hypotheses    -    -    -    -    -
4.5.1 Hypotheses One    -    -    -    -    
4.5.2 Hypotheses Two    -    -    -    -
4.5.3 Hypotheses Three    -    -    -    
4.5.4 Hypotheses Four    -    -    -
4.5.5 Hypotheses Five    -    -    -    -    
4.6 Discussion\on of Findings    -    -    -
CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.1 Introduction    -    -    -    -
5.2 Summary of Findings    -    -    -    -
5.3 Conclusion    -    -    -    -    -
5.4 Recommendations    -    -    -    -    -    -
5.4.1 Policy Implications    -    -    -
5.4.2 Further Studies    -    -
Bibliography    -    -    -    -    -    -    -
Appendices     -    -    -    -    -    -
LIST OF TABLES
Table 3.1 Customer Satisfaction    -    -    -    
Table 3.2 Employee Satisfaction    -    -    -    
Table 3.3 Reliability Test    -    -    -    -    
Table 4.1 Customer Demographics     -    -    -    -
Table 4.2 Employee Demographics    -    -    -    
Table 4.3 Customer’s Perception of Services of Quality
Of Transport Companies    -    -    -    
Table 4.4 Recommendation of family and friends    -    -
Table 4.5 Customer Satisfaction    -    -    -    -    
Table 4.6 Employee’s Satisfaction on the basis of work    -    
Table 4.7 Employee’s Satisfaction on the basis of Supervision    -    
Table 4.8 Employee's Satisfaction on the basis of salary,
 workmates, career plan and welfare    -    -    -
Table 4.9 Employee and Customer Satisfaction based on
 Transport Company    -    -    -    -    -
Table 4.10 Correlations between Customer Satisfaction and
 Employee Satisfaction    -    -    -
Table 4.11a Model Summary    -    -    -    -
Table 4.11b Anova    -    -    -    -    -    
Table 4.11c Coefficients    -    -    -
Table 4.12a Model Summary    -    -    -    -
Table 4.12b Anova    -    -    -    -
Table 4.12c Coefficient    -    -    -
Table 4.13a Gender and Customer Satisfaction    -
Table 4.13b Age and Customer Satisfaction    -    -    -
Table 4.13c Marital status and Customer Satisfaction-    -
Table 4.13d Education and Customer Satisfaction    -    
Table 4.13e Income and Customer satisfaction    
Table 4.14  Combined Chi-Square Test
Table 4.15a Model Summary    -    -    
Table 4.15b Anova    -    -    -    -    
Table 4.15c Coefficients    -    -    -
Table 4.16  Combined Chi-Square Test    
Table 4.16a Age and Employee Satisfaction    -    -    
Table 4.16b Marital status and Employee Satisfaction    -
Table 4.16c Education and Employee Satisfaction    -
Table 4.16d Income and Employee Satisfaction    -    
Table 4.16e Duration of service and Employee Satisfaction    -    
Table 4.17a Model Summary    -    -    
Table 4.17b Anova    -    -    -    -    -    -    -    75
Table 4.17c Coefficients    -    -    -    
CHAPTER ONE
INTRODUCTION
1.1      Background to the Study
Employee satisfaction depends on the knowledge, skills, rules and regulations, and attitude enhancing the performance of employee and after satisfaction of employees its impact on customer satisfaction (Sabir, Akhtar, Aziz, Sarah & Zulfiqar, 2014). There is no doubt that employee satisfaction is critical in the service industry because of the nature of the industry (Lam, 2001). Customer will recognize and value the outstanding balance of service offered to them overtime, they will exhibit loyalty behaviors, such as continued to be purchasing and increased referral (Chi & Gursory, 2009). These loyalty behaviors will generate both market for share and profitability increases for the service firm (Heskett, 1997).
Satisfaction of employee is about knowing where you stand at present, and where you will be after some time, but customer satisfaction is about knowing what is the level of loyalty (Sabir, 2014). Employee satisfaction is about the acquisition of knowledge, skills, and abilities (KSA) through professional development and customer satisfaction is depend knowledge, skills, abilities of employees (Sabir, 2014). Satisfaction of employee is boosted through training, motivation, reward and customer satisfaction depends upon the quality service, product quality, contentment as well as admirable behavior of employee through professional development (Aziz & Lodhi, 2015). Satisfied employees are really important because they symbolize the organization to the public an optimistic link subsist among employee and customer satisfactions and circuitous relation between employee satisfaction and business success (Aziz & Lodhi, 2015).
Customer satisfaction is an emerging issue for the organizations today especially the firms that are operating beyond the boundaries (Rehman & Shahbaz, 2010). The satisfied customer is a permanent advertisement and good will of the company, so they are now putting  their efforts to satisfy the customer up to maximum level and in researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. Wirtz (2003) provided the lists of customer satisfaction to include: repeat purchase, loyalty, positive word-of-mouth and increased long term profitability.  
1.2     Statement of the Problem
Urban public transportation industry is one of the service sectors which has contributed much to the economy of Nigeria and also plays an important role in reducing unemployment problem. In this 21st century, customers become more demanding and expect to be served better by the employees of the service industry.  Sometimes some companies spend money on ensuring employee satisfaction. Not many of this Companies bother to measure or evaluate its effectiveness especially in terms of customer satisfaction. This study intends to investigate the employee satisfaction as it relates to customers satisfaction in the road transportation industry in Nigeria.
1.3     Research Objectives
Following the research questions, the objectives of the study will be
To assess employee satisfaction in relation to customer satisfaction.
To examine if employee satisfaction has a positive influence on customer satisfaction in the road transportation industry in Nigeria.
To ascertain how the identified variables (the work, supervision, salary, workmates, career plan and welfare) are translated into employee satisfaction in the transportation industry in Nigeria.
To find out if there is any significant relationship between demographic variables and customer satisfaction.
To ascertain whether there is any significant relationship between demographic variables and employees satisfaction.
1.4     Research Questions
Is there any relationship between employee satisfaction and customer satisfaction in road transportation industry in Nigeria?
Does employee satisfaction have positive influence on customer satisfaction in the transportation industry in Nigeria?
How do the identified variables (the work, supervision, salary, workmates, career plan and welfare) translate into employee satisfaction in the road transportation industry in Nigeria?
Is there any relationship between customer satisfaction and their demographic variables?
Is there a significant relationship between employee satisfaction and their demographic variables?
1.5     Research Hypothesis
The hypotheses that were tested in this study they are as follows:
Ho1: There is no relationship between employee satisfaction and customer satisfaction in road transportation industry in Nigeria
Ho2: Employee satisfaction does not have positive influence on customer satisfaction in the transportation industry in Nigeria
Ho3: The identified variables (the work, supervision, salary, workmates, career plan and welfare) does not translate into employee satisfaction in the road transportation industry in Nigeria
Ho4: There is no significant relationship between customer satisfaction and their demographic variables
Ho5: There is no significant relationship between employee satisfaction and their demographic variables
1.6      Significance of the Study
The importance of this study is to access the customer satisfaction level with quality service provided by the employees of road transportation industry in Benin City. In addition, this research also aim to provide guidelines for the road transportation industry in Benin City to improve their service according to the result of this findings. Furthermore, the findings of this study will also give important information that will be useful for future researchers who are interested in this study. According to research, road transportation is the most commonly used mode of transportation in Nigeria.
1.7     Scope of the study
This study is concerned with employee satisfaction in relation to customer satisfaction. Geographically this study is limited to customers and employees of transport companies in Benin City Edo State.