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The Impact of Employee Satisfaction on Service Techical Quality at Chicken Express Outlets in Gaborone, Botswana


The study was focusing on the impact of employee satisfaction on service quality at Chicken Express outlets in Gaborone. The main objective of the research was to find the relationship between employee satisfaction and technical quality. Causal research design was used to find out how employee satisfaction affects the service quality of Chicken Express and the study used questionnaires for collecting primary data. Probability and simple random sampling techniques were used in selecting the respondents. A sample size of 123 composed of 15 employees and 108 customers of Chicken express 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 strong positive relationship between employee satisfaction and technical quality (the outcome of the process). The study recommends Chicken Express to adopt internal marketing as a way of satisfying employees internally as they are the ambassadors of the company. The chicken Express management 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 global environment.


Employee satisfaction, Service quality, Technical quality

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