Explaining motivational factors of employees' behavior towards customers' satisfaction using the theory of planned behavior.

ABSTRACT: Lack of customer satisfaction in public service is one of the most important problems particularly in developing countries. Despite the efforts by governments to improve public service delivery, the resulting outcomes are quite limited. This demands evidence not only on the demand side but also on the supply side of the public service delivery in that how to motivate employees to improve their performance in satisfying customers. It is believed that finishing customers' issues within required time and serving them with impartiality are few of the many factors satisfying customers. The Theory of Planned Behavior was used to explore the intentions of employees towards finishing customers' issues within required time and serving customers with impartiality, and to study associations between t

SUBMITTER: Zewdie YG 

PROVIDER: S-EPMC11584082 | biostudies-literature | 2024

REPOSITORIES: biostudies-literature