In the light of the previous limited findings and suggestions, this empirical survey
seeks to fill this gap in the literature by examining data from three different service
industries (port, supermarket and repair automobile service) and providing new
insights regarding the mediating role of employee job satisfaction on the relationship
between organizational learning culture and customer satisfaction.some studies have tested the role of job satisfaction as a moderating variable. Some linked organizational learning culture to customer satisfaction, or job satisfaction to customer satisfaction. However, none of these focus on the mediating
role of employee job satisfaction on the relationship between organizational learning
culture and customer satisfaction. This model highlights that when the employees are
supported by their organization’s culture, not only are they provided with new
knowledge and skills but are also more likely to be satisfied by their jobs; they are
better able to offer high-quality services that will satisfy their customers’ needs. In
addition, this study empirically tests the effect of a moderating variable (education
level) on the relationship between organizational learning culture, job satisfaction and
customer satisfaction.
The paper is divided into five sections. Section 2 presents the conceptual framework
and hypotheses of the study. Section 3 describes the implemented methodological
frame. The main results of the survey are given in section 4. In section 5, a summary of
the main findings, the managerial implications, some limitations and proposals for
future research are presented.