The purpose of this study is to understand the interrelationships among employees’ satisfaction andcustomer’s satisfaction and loyalty in a family restaurant. The study was administered to 69 employeesand 258 customers. The results showed a positive relationship between employees’ satisfaction and customersatisfaction. However, employees’ satisfaction did not have a significant, direct impact on customerloyalty, but showed an indirect influence via customer satisfaction. In addition, customer satisfactionwas positively associated with customer loyalty. Limitations and future research directions are alsodiscussed.
The purpose of this study is to understand the interrelationships among employees’ satisfaction andcustomer’s satisfaction and loyalty in a family restaurant. The study was administered to 69 employeesand 258 customers. The results showed a positive relationship between employees’ satisfaction and customersatisfaction. However, employees’ satisfaction did not have a significant, direct impact on customerloyalty, but showed an indirect influence via customer satisfaction. In addition, customer satisfactionwas positively associated with customer loyalty. Limitations and future research directions are alsodiscussed.