CUSTOMERS’ PERCEPTION OF EMPLOYEES’ ATTITUDES AND BEHAVIORS: IMPACT OF CUSTOMERS PERCEIVED VALUE

Abstract

Employees of any organization play an important role in ensuring the satisfaction and loyalty of the consumer. Employee’s behavior and attitude towards service delivery has an influence on customer perceived value. Thus, this work was done to investigate the impact of employee’s attitude and behavior on customer perceived value in a private university at Saudi Arabia. This work has examined the effect of employee job satisfaction, ethical value and altruism, extra role performance and affective commitment on customer perceived. This study consisted of 211 students as test sample. Data was collected through a structured questionnaire. The outcome of this work has shown that employee’s attitude and behavior are directly related to customer’s perceived value. The results have shown that employees are averagely satisfied with their jobs, thus this has resulted in average outcome in terms of job satisfaction, extra role performance, affective commitment, ethical value and altruism. Overall, the student demonstrated an average customer perceived value.