FİNANSAL PERFORMANSIN YÜKSELTİLMESİNDE İKİ BELİRLEYİCİ FAKTÖR: MÜŞTERİ MEMNUNİYETİ VE ÇALIŞAN TATMİNİ: MALATYA'DA FAALİYET GÖSTEREN SÜPERMARKETLERDE BİR UYGULAMA

Taking into consideration the financial criteria such as profitability, growth, sales volume and market share, don’t seem enough in evaluating the financial performance of a business. Because, these criteria are mainly related to the past performance of a business. For an evaluation directed for the future different factors other than the financial ones, which are also effective on financial success must be taken into consideration. The level of customer satisfaction and job satisfaction of the employees, which are effective in the financial performance of a firm in the future, is effective on the financial performance of a firm directly or indirectly in different levels. The aim of this study is testing the relation between “employee satisfaction and customer satisfaction” and to research the effect of both on the financial success of supermarkets, which are mainly service businesses. The research findings show that “the mediating effect of customer satisfaction between employee satisfaction and financial performance is strong”.