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Influence of employees’ perceived organizational support and job performance on customer satisfaction: an empirical support from Nepalese hospitality sector

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dc.contributor.author Biswakarma, G.
dc.date.accessioned 2017-03-08T06:50:01Z
dc.date.available 2017-03-08T06:50:01Z
dc.date.issued 2016
dc.identifier.citation Biswakarma, G., (2016). Influence of employees’ perceived organizational support and job performance on customer satisfaction: an empirical support from Nepalese hospitality sector. Kelaniya Journal of Management. 5(2), pp.80–94. en_US
dc.identifier.uri
dc.identifier.uri http://repository.kln.ac.lk/handle/123456789/16707
dc.description.abstract This study investigated the interrelationship of Perceived Job Performance (PJP), Perceived Organizational Support (POS) and International Customer Satisfaction (CS) in Nepalese hospitality sector. The data were collected with 152 international customers and 158 hotel employees. Results indicate that Perceived Job Performance and Perceived Organizational Support is directly related to International Customer Satisfaction, though no direct effect of Perceived Organizational Support over Customer Satisfaction was found. Perceived Organizational Support significantly mediates partially between Perceived Job Performance and Customer Satisfaction. Thus, Perceived Job Performance can strongly relate with achieving higher level of Customer Satisfaction in hospitality sector with mediations of Perceived Organizational Support. It signifies that hospitality industry in Nepal, should pledge a proper inventiveness in the direction of creating an organizational employee supportive environment that need to increase the effect of job performance towards achieving the ultimate goal of customer satisfaction. en_US
dc.language.iso en en_US
dc.publisher University of Kelaniya en_US
dc.subject Perceived Organizational Support (POS) en_US
dc.subject Perceived Job Performance (PJP) en_US
dc.subject Customer Satisfaction (CS) en_US
dc.subject Nepal en_US
dc.subject Hospitality industry in Nepal en_US
dc.title Influence of employees’ perceived organizational support and job performance on customer satisfaction: an empirical support from Nepalese hospitality sector en_US
dc.type Article en_US


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