The Impact of Employee Satisfaction on Functional Quality Services at Chicken Inn Outlets in Harare, Zimbabwe

Douglas Chiguvi, Sihlobo Nyoni


The study was focusing on the impact of employee satisfaction on functional quality services at Chicken Inn outlets in Harare. The main objective of the study was to find the relationship between employee satisfaction and functional quality. Causal research design was used to find out how employee satisfaction affects the functional service quality of Chicken Inn and the study used questionnaires for collecting primary data. Probability and simple random sampling techniques was used in selecting the respondents. A sample size of 123 was used for the study. The data collected was analyzed through the use SPSS by regressing and correlating the variables in order to determine the strength of the relationship. The research findings from the hypothesis tests explore that there is a moderate relationship between employee satisfaction and functional quality. The study recommends Chicken Inn to adopt internal marketing as a way of satisfying employees internally as they are the ambassadors of the company. The company should also apply performances appraisals and several training on monthly bases so that the employees will be equipped with the required skills to cope up with changes in technology in the hospitality industry.

Keywords: Employee satisfaction, Service quality, functional quality

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