THE IMPACT OF EMPLOYEE TRAINING AND DEVELOPMENT ON CUSTOMER SATISFACTION IN SERVICE INDUSTRIES

Abstract

Employee training and development play a pivotal role in shaping the success of service industries by directly influencing customer satisfaction. This paper aims to explore the intricate relationship between employee training and development initiatives and their impact on customer satisfaction within service industries. Through an extensive review of existing literature and empirical evidence, this research elucidates the various dimensions of employee training and development, the mechanisms through which they influence customer satisfaction, and the challenges and opportunities associated with implementing effective training programs in service organizations. The findings highlight the critical importance of investing in continuous training and development programs for employees to enhance their skills, knowledge, and competencies, ultimately leading to improved customer satisfaction and organizational success.