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

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.

Keywords

• Perceived organizational support (POS), Perceived job performance (PJP), Customer satisfaction (CS), Nepal, Hospitality industry in Nepal