Reasearch About The Transimission Mechanism From Emplyee Satisfaction To Customer Satisfaction On Communication Operating Enterprises

Improving the customers’satisfaction is one of the most important means to develop the competitive advantage for modern enterprises, especially the service enterprises. The staff, as the enterprises’behavior doers, have inevitably direct or indirect contact with the customers. Whose mental state and behavior have an important influence on the customers’satisfaction degree and consumption decisions. So, the research about the transmission mechanism from the employee satisfaction to customer satisfaction, could help enterprise seize the critical path for satisfaction management, reasonably guide and control the satisfaction transmission from employees to customers, optimize the enterprises’internal management, and finally improve customers’satisfaction.The communication operating enterprises, as typical enterprises in service industry, whose customer satisfaction may directly impact the customer dependence and acceptance on the telecommunication products, thus strike their market share and the final profit. However, in the communication enterprises, telecommunication products play an more important role than other service that depend on the employee’s behavior. So how does the customers’satisfaction impact the employees’ satisfaction, and how much is the effect, as well as how could the communication operating enterprises do satisfaction management, should all be important questions that need to be paid attention to, however, no sufficient research were carried on by yet.Therefore, this text will mainly research on communication operating enterprises’ satisfaction transmission mechanism, which based on the service profit chain theory, and variables as employee loyalty, employee performance, customer perceived quality are picked out as intervening variables during satisfaction conducting process. Furthermore, a research model is constructed, and relevant questionnaire is designed for each variable, in order to find out the satisfaction transmission mechanism between communication operating enterprises.Research results show that, employee satisfaction and employee loyalty have no direct influence on customer satisfaction, but affect customer satisfaction indirectly through the employee’s performance, namely, the employee’s performance is the key variable for satisfaction conduction. However, the employee’s performance affect customer perceived quality and customer satisfaction faintly by0.22and0.274. And customer perceived quality has significant positive influence on customer satisfaction, which shows that employee satisfaction affect customer satisfaction indirectly finally through the customer perceived quality. And then preliminary reveals the satisfaction transmission mechanism in communication operating enterprises, include the transmission path and the impact degree, which provide a basis for decision-making.