EMPLOYEE TRAINING AND CUSTOMER SATISFACTION IN STANDARD ORGANIZATION OF NIGERIA

EMPLOYEE TRAINING AND CUSTOMER SATISFACTION IN STANDARD ORGANIZATION OF NIGERIA

CHAPTER  ONE

INTRODUCTION

1.1 Background to the Study

Every organization wants to have the competitive advantage and the greater market share which will result to profitability.  Therefore, employee training is significant to organization’s performance and customer satisfaction.  It is essential for organization to keep their current customers satisfied, while attracting new customers. Training is a viable method to build and maintain a customer focus and to keep the current customer base (Ahmed and  Tsafe, 2013).

The history of training in business organizations is as long as the entire history of business organizations (Miller, 1963). The academic study of various forms of training did not start until about a century ago, when researchers started a branch of research under the name of “vocational training” (Salas and Cannon Bowers, 2001). Training programs began to spread among organizations in the twentieth century, especially after the World War II (Luo 2000). 

Employee training is important because it is a continuous effort and process where an individual can gain knowledge or acquire a new skill. Training increases the skills and knowledge of the workforce in the organization (Dang and   Gadi, 2013).

Despite the importance of training, the enormous expansion in the content of training programs over time has largely been taken for granted by other organization to the extend some human resources departments rarely question the necessity and appropriateness of training a particular employee at a particular time. This study will look at the employee training on customer’s satisfaction in Standard Organization of Nigeria (Chand, 2010).

Customer satisfaction shows you how happy the customers are with an organizations products or services. Every organization should be interested with getting feedback from their customers and hope that those results be positive.

According to Hoyer and McInnis (2001), customer satisfaction leads to repeat purchase, brand loyalty and positive word of mouth. Employee training will lead to better performance by the employees, when employee performance is high it will lead to customer satisfaction (Guest, 2011).

1.2       Statement of the Problem

Several organizations have experienced poor performance and low patronage due to lack of employee trainings.  Various problems are associated with lack of employee trainings such as low sales, poor communication, decreasing customer satisfaction and productivity (Ibok and  John, 2013). On the other hand, the insights of employees on training have a great importance on the success of any organization. If the employees are pleased with the training policies of the organization, this will have a positive impact on the organization's productivity. The insights or attitude of employees is changed into positive or negative behaviour with significant effect on the organization and it is against this background that this study seeks to examine employee Training and Customer Satisfaction in Standard Organization of Nigeria

 

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