Abstract

• Employee job satisfaction is a relevant factor in service quality improvement. Employees who feel satisfied with their jobs provide higher level of customer satisfaction. This study contributes to the current body of work in this area by investigating the responses from 351 employees and their 351 customers from private banking industry of Myanmar to determine the relationship between employee job satisfaction factors and customer service quality perceptions. The uniqueness of this study is in its design. Most other studies of this type have analyzed organization-level data, while this study employs employee-level data. This study also includes a limited analysis of the specific effects of job satisfaction factors on customer perceptions of service quality. To this end, correlation and simple regression analysis was used to analyze data. Results suggest that employee “Job contents” satisfaction was correlated with “Responsiveness” dimension of service quality, employee “Supervisor” satisfaction was associated with “Empathy” dimension of service quality, employee “Compensation” satisfaction was linked with “Tangibles” dimension of service quality and employee “Co-workers” satisfaction was correlated with “Empathy” and negatively correlated to “Attractiveness of bank” dimension of service quality. Implications of the findings are discussed in detail.