Relationship between employee satisfaction and customer satisfaction: The case of food and beverage businesses in Aydın

It was investigated the relationship between employee satisfaction and customer satisfaction within the context of food and beverage business in which few studies has been carried out. In this thesis, the concept of internal marketing was emphasized, and then customer satisfaction, the main focus of the research was dealt. The customer satisfaction was handled comprehensively. Survey was carried out using a questionnaire which was formed through in the light of literature review concentrating on employee and customer satisfaction. As a result of the research, it has been seen that the levels of employee and customer satisfactions were medium-level and determined that the effect of employee satisfaction on customer satisfaction was also medium- level in the refreshments facilities in Kusadasi. This result has shown that there may be a relationship between employee satisfaction and customer satisfaction; on the other hand, it has also been shown that such factors as hygiene of the business, freshness of food and beverages should not be ignored.