Abstract:
Purpose:Human Resource Management (HRM) is an important organizational function.
Employees are the key assets of any company that can help in achieving organizational
objectives; therefore, it is important to effectively manage them. The purpose of this research
was to determine the impact of HR functions including recruitment, training and performance
appraisal on customer satisfaction and how these different HR functions can help in ensuring
superior customer satisfaction by using three main functions: recruitment and staffing, training
and development and performance management.
Method:primary research was conducted by using questionnaire survey. The sample size
comprises of 200 employees who were sent the questionnaire through email. Data was analyzed
using Pearson Correlation through SPSS.
Results: Results of the study highlighted that there is a positive and significant relationship
between HR functions and customer satisfaction ifproperly managed.
Conclusion:The conclusion can be drawn from this researchthat HR functional goals should be
strategically aligned with organizational goals to improve customer satisfaction and remain
competitive.
