Please use this identifier to cite or link to this item: https://scholarhub.balamand.edu.lb/handle/uob/7510
Title: The relationship between employees' satisfaction on customer satisfaction : the case of oil and gas companies in Lebanon
Authors: Hed, Alexa Maria
Massih, Lea El
Advisors: Zoya, Mollayess
Keywords: Employee satisfaction, customer satisfaction, service profit chain, service climate, organizational identification, job satisfaction, perceived value, oil and gas companies
Subjects: University of Balamand--Dissertations
Dissertations, Academic
Issue Date: 2024
Publisher: [Kalhat, Lebanon] : [University of Balamand], 2024
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.
Description: 
Includes bibliographical references (p. 74-89)
URI: https://scholarhub.balamand.edu.lb/handle/uob/7510
Rights: This object is protected by copyright, and is made available here for research and educational purposes. Permission to reuse, publish, or reproduce the object beyond the personal and educational use exceptions must be obtained from the copyright holder
Type: Thesis
Appears in Collections:UOB Theses and Projects

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