Linkages between Employee Motivation and Customer Satisfaction within Higher Learning Institutions in the City of Buea in Cameroon

Abstract

The main focus of this empirical research is to gauge “the impact of employee motivation on customer satisfaction. This study was carried out at some higher institutions in the city of Buea, South West Region of Cameroon, and examined the role employee motivation has to play in the success or failure of most private higher institutions in the city of Buea. Furthermore, the research investigated the relationship between employee motivation and student satisfaction in one part, but also as motivation components needed by higher learning institutions management to achieve student satisfaction and how the motivation of the institution personnel, namely administration staff and lecturers can affects the students. The population of the research was three private higher institutions in Buea; Higher Institute of Management Studies (HIMS), Catholic University Institute of Buea (CUIB) and Saint Monica University (SMU). The sample of the study was fifty-eight (58) respondents from the above three institutions who answered the questionnaires. Secondary data related to the literature on employee motivation, customer satisfaction, and higher learning institutions were used to support the content of the research. The study revealed that, employee motivation has an impact on student satisfaction thus some of the recommendations highlighted the need to motivate employees.