The relationship between employees' satisfaction on customer satisfaction : the case of oil and gas companies in Lebanon

Abstract

This study focuses on investigating the relationship between customer satisfaction and employee satisfaction, investigating the factors that drive employee satisfaction and the factors that influence customer satisfaction in the oil and gas industry in Lebanon. The study of the impact of employee satisfaction on customer satisfaction utilizes the well-established SPC model as it combines employee and customer perspectives when assessing satisfaction levels. The study is a multiple case study. The mixed-methods approach was deployed which involved conducting questionnaires for customers and interviews with the employees of two oil and gas companies in Lebanon between April and May 2024. Interviews were conducted face-to-face after setting specific dates and times with the companies’ respective employees while the questionnaires were administered online via Google Forms to the customers. The quantitative survey was administered to 100 customers, with 54 respondents from Company A and 46 respondents from Company B. Additionally, qualitative interviews were conducted with four employees, two from Company A and two from Company B, to gain deeper insights into their experiences and perspectives. The study's findings showed that customers are satisfied because the company prioritizes customer satisfaction and focuses on employee training to meet customer needs and services. Additionally, the qualitative results showed that employees are satisfied in relation to several factors, such as working environment and organizational support. This study is imperative to the oil and gas sector in Lebanon since it provides a path for future studies to explore further phenomena in this sector while applying the SPC model in different contexts. Furthermore, this sector is important in Lebanon since it serves as an integral part of its economy, and its growth can allow Lebanon to transition into a potentially oil-producing country.