Study On The Relationship Between Employee Satisfaction And Customer Satisfaction Of G-bank Tianjin Branch

Employee satisfaction and customer satisfaction theory emerge in an endless stream. Since the90’s, employee satisfaction and internal customer concept began to draw the academic attentions both domestic and abroad, scholars carried out a series of employee satisfaction studies, including the importance of employee satisfaction, internal marketing mechanism, and so on. For the banking industry, this research of employee satisfaction and customer satisfaction is relatively less, and most of them can be classified into qualitative research, empirical research is really few and far between. In recent years, with the increasingly fierce global competition, banking is confronted with hitherto unknown pressure. Through some research discovery, employee,as internal customer, their satisfaction which determines the service quality, and then determine the customer satisfaction. As one of four big state-owned commercial banks in China, G-bank plays an important role in economic development in recent years, but the bank also faces tough challenge of brain drain, i.e., high turnover rate of educated and rich experienced talent. Based on the existing domestic and foreign theories of employee satisfaction, service quality, customer satisfaction and other related literature review, combined with the actual situation of G-bank, the paper explores the relationship between employee satisfaction and customer satisfaction. In order to make the questionnaire authenticity and internal consistency, the paper adopts an in-depth interview of G-bank staff and using SPSS19.0Analysis software to test the reliability of the questionnaire. Based on the G-bank employee satisfaction survey, the quality of service and customer satisfaction survey, obtained in the G-bank employee satisfaction and customer satisfaction through quality of service in the middle of the two factors show positive correlation, i.e. only improve G-bank employee satisfaction, to improve the service quality, customer satisfaction is enhanced to make. But at the same time, this article only take the G-bank as the research object, the sample is more concentrated, and has certain limitations, in follow-up studies need to adopt the industry or region of the other samples of the perspectives for further research and validation.