Impact of Employee Competency, Psychological Capital and Flourishing Environment on Customer Satisfaction: With the Mediation of Employee Performance

Abstract

Purpose - The study was organized to empirically test out the Impact of Employee Competency, Psychological Capital and Flourishing Environment on Customer Satisfaction and also to find out that Employee Performance Mediates the relationship between them.

Design/Methodology/Approach –The data is collected from the banking industry of Pakistan in Multan, Lahore and Kot Addu. Data is collected from the respondents of banking Industry. The current study has the response rate is 70%. Sample size is 226. For data analysis, the Smart PLS- SEM version 3 is employed the Structural and Measurement Model for analyzing the effects among the variables and also SPSS v.20 was run to find out the descriptive statistics.

Findings – The findings of the study supported the proposed Hypothesized relationship wherein positive and significant relationships were found among Employee Competency, Psychological capital, Flourishing Environment on Customer Satisfaction and Employee Performance positively mediates the relationship between them.

Originality/value – The current study provide the new light to the researchers, Policy makers and practitioners to make them aware with the issues related to the mediator Employee Performance and their coordinating factors Employee Competency, Psychological Capital and Flourishing Environment on Customer Satisfaction.