Relationship between employee satisfaction and customer satisfaction in food and beverage establishments: Example of Marmaris

Employees in food and beverage businesses play an important role to meet customer expectations and therefore satisfaction. Therefore, employee satisfaction stands out for customer satisfaction. Because it is not possible to ensure customer satisfaction wth employee without job satisfaction. So, by this thesis, the effect of employee satisfaction on customer satisfaction was examined. Moreover, the impacts of demographic variables on employee and customer satisfaction is also investigated. The aim of this study was to determine the demographic factors affecting satisfaction of employees and customers, and relation between employee satisfaction and customer satisfaction were searched. Quantitative research method was used in this research. Two different surveys were conducted to employees and customers of restaurants along the coast in Marmaris. The first survey was the Minnesota Satisfaction Questionnaire, which was used to measure employee job satisfaction, and the other survey was the customer satisfaction scale, which was used to measure customer satisfaction. The sample of the research was composed of 160 tourism employees working in restaurants on beach in Marmaris in 2020 and 145 local and foreign tourists visiting these restaurants. Fındıings mainly reveal out that there was a significant relationship between the job satisfaction of tourism employees and customer satisfaction.