A correlation study between employee perception and customer satisfaction in an automotive manufacturing corporation

Abstract

Organizations may be able to utilize internal measures of customer and employee satisfaction in order to get a head start on potential customer satisfaction issues. Correlation analysis is employed to determine significance between measures of employee perception and the pulse of customer satisfaction. Employee perceptions and external customer satisfaction metrics are quantified across 3 manufacturing sites to determine relationships between key indicators. Validated survey questions are compiled statistically in composite groups in order to evaluate employee perceptions of customer satisfaction efforts and employee satisfaction efforts. Results are evaluated using Pearson product moment "r". Results indicate a positive correlation exists between employee perceptions of internal customer and employee satisfaction efforts and external customer satisfaction indicators including Parts Per Million (PPM), delivery performance, and customer complaints. Employee perceptions of management/employee relations correlate perfectly with the PPM indicator across all sites surveyed. Further research may indicate that development of a model for continuous evaluation of employee perceptions can provide insight into necessary action to eliminate customer satisfaction issues in the future.

Date of Award	2006
Original language	American English
Awarding Institution	Eastern Illinois University
Supervisor	Larry Helsel (Supervisor)