Impact of Employee involvement & employee training on customer satisfaction: Evidence from fast food outlets of twin Cities

Abstract

This research has discussed the impact of the Employee Involvement and Employee Training in fast food outlets of twin cities on the customer satisfaction. The main purpose of conducting this research is to see the level of education and training of the workers about their job and their level of participation and involvement towards their job and work in fast food outlets of twin cities and how their training and involvement can play the important role for the improvement and the enhancement of level of customer satisfaction. A consensus study type of survey was adopted to carry out the research design and the questionnaire was floated to 220 respondents which were carefully analyzed. The data was analyzed through the regression model and the descriptive analyses by using the software of SPSS. According to this research, training and coaching of employees in fast food restaurants is very important for the betterment of their performance and along with this, their participation and involvement towards their job also play an important role for the betterment of their performance and due to their better level of training and involvement regarding their job in the fast food outlets, they can satisfy their customers by fulfill their needs and demands. In my research there were two independent variables which were employee training and employee involvement there was one dependent variable which was customer satisfaction. According to analysis, the independent variables showed a positive relationship with the dependent variables and the study has concluded and recommended that the training and involvement of the worker must be done properly to improve the level of customer satisfaction and the findings are lirn ited and more studies can be conducted for better reviews.