MOTIVACIJA ZAPOSLENIKA KAO DETERMINANTA ZADOVOLJSTVA KLIJENATA NA PRIMJERU FINANSIJSKIH PREDUZEĆA PRIMJENOM HARTLEY TEST HOMOGENOSTI VARIJANSE/ EMPLOYEE MOTIVATION AS A DETERMINANT OF CUSTOMER SATISFACTION ON THE EXAMPLE OF FINANCIAL COMPANIES USING THE HARTLEY TEST OF HOMOGENITY OF VARIANCE

Abstract

Orientation towards achieving client satisfaction has become the norm for most companies, especially those operating in the service sector. However, modern economic research points to the necessity of simultaneously building quality relationships with employees, which should become the basis of client satisfaction. The creation of marketing relations with employees implies the implementation of various motivational measures to achieve greater employee satisfaction, and subsequently their productivity and commitment to work. In this regard, this paper wants to examine the relationship between employee motivation programs and client satisfaction in the case of financial companies. The central hypothesis reads: "Financial companies that have developed employee motivation programs have more satisfied clients." The research was conducted on controlled random sample of 50 financial companies and 618 clients of financial companies throughout Bosnia and Herzegovina. The results of the Hartley homogeneity of variance test indicate the persistence of a significant impact of the implementation of various employee motivation programs on the achievement of client satisfaction.