The Impact of The Employees’ Satisfaction of Job on The Satisfaction of Corporate Customers Toward Financial Services Within the Commercial Banking System

Abstract

The study aims to evaluate the impact of the employees' satisfaction of job on the satisfaction of corporate customers toward financial services within the commercial banking system. Research data were gathered through direct interviews with 85 credit officers in charge of corporate clients and 170 enterprises (based on the reciprocal principle of 1: 2) in Cantho City and VinhLong Province. The results calculated from the average value of the range indicated that the employee only felt satisfied with the job at a fairly good level with the following criteria namely salary, bonus, and welfare, nature of work, supervision, colleagues, and opportunities for training and advancement. Additionally, the study also indicated that employee satisfaction with the job had placed a strong impact on customer satisfaction through applying the PLS-SEM approach. Given that such importance, some administrative implications have been proposed to enhance the satisfaction of customers with financial services.