A Study on Relationship between Internal and External Customer Satisfaction with Special Reference to Aviation Industry in Delhi NCR

Abstract

The main objective of this paper is to investigate the relationship between the Internal and External Customer satisfaction in aviation industry. This study is conducted by using the quantitative research method which focuses on the quantification of data collected and analyzed. The present study aims to determine the relationship between employee satisfaction and customer satisfaction. This study is therefore co-relational and will be conducted in a non-contrived setting. Data collection is an important aspect of any type of research study. Data were collected via survey questionnaire. Hardcopy questionnaires were distributed to respondents and returned once filled in. The softcopy questionnaires were distributed through google doc, email, social network, and Facebook. Target number of sample respondents for analysis is 384 employees of airline industry and 384 customers/travelers. Participants of this survey were chosen through random sampling. The data collection duration took a period of 2 months. There are various methods of interpreting data. Data sources are broadly classified into primary and secondary data. Based on this research, findings shows that the employee satisfaction and customer satisfaction were taken as variables to be correlated. Branch wise average was calculated of the dimensions of employee satisfaction. Based on the outcome of correlations between Internal and External Customer satisfaction, it was found that employee satisfaction is positively and significantly correlated with Customer satisfaction.