One of the main limitations of this study is that both customer
satisfaction and employee satisfaction were examined as a unidimensional
constructs. However, other studies suggest that both
customer satisfaction and employee satisfaction are multidimensional
constructs. Measuring them as unidimensional
construct is likely to limit the generalizability of the findings.
Future studies should utilize multi-dimensional constructs to
capture the true essence of both employee and customer
satisfaction. Furthermore, a company’s financial performance
may be influenced by several factors including satisfaction.
However, this study did not examine other factors that may
influence the financial performance of a company.