Organizational Determinants of Employee Motivation and Customer Satisfaction: The Case of Bolloré Transport & Logistics Ethiopia

Abstract

The loyalty of customers and the rate at which customers reuse logistics services is a measure of success in the field of customer care of each business. Motivation determines how hard employees are willing to work for a business and how productive a business is. Motivation is also important for attracting employees, retaining employees and general levels of productivity in a business. A business can motivate its employees through financial and non-financial methods. Although the relationship between employee motivation and customer satisfaction has been studied in many researches on various businesses cases, this study is different by its type of business nature as logistics and supply chain management is a complex issue. The purpose of the study is finding out the impact of organizational determinants of employee motivation on customer satisfaction in the case of Bollore Transport & Logistics. The study formulates 4 hypotheses that are; H1: Work environment has a significant positive effect on customer satisfaction, H2: Pay and benefits have a statistically significant positive effect on customer satisfaction, H3: management systems have a significant positive effect on customer satisfaction, H4: Organizational vision has a significant positive effect on customer satisfaction. The research implemented census on employees & customers of Bollore Transport & Logistics. It employed explanatory research design supplemented by descriptive design. Primary data was collected by using questionnaire. The research findings show that Management System and Organizational Vision have a positive impact on the Customer Satisfaction of Bollore Transport & Logistics. Based on the study's findings, the researcher makes the recommendations to improve Organizational Vision, Management System and Employee Motivation at Bollore Transport & Logistics in order to improve customer satisfaction.