Employee satisfaction as a predictor of customer satisfaction

ISBN-13: 9786209550836 / Angielski / Miękka / 2026 / 72 str.

Marcos Nannetti; José Marcos Mesquita

Opis

The purpose of this book is to demonstrate the correlation between employee satisfaction and customer satisfaction with the services provided by small and medium-sized software development companies. In terms of methodology, this research was quantitative and causal. The study method was typically a survey, seeking to describe and explain the data from a given population. The data collection instrument was a structured questionnaire, applied to 150 customers and 180 employees of software development companies, and submitted to quantitative analysis. The sample comprised 50 software development companies from the Association of Brazilian Information Technology Companies (ASSESPRO), Minas Gerais branch, located in Belo Horizonte.