Linking Employee Performance to Customer Satisfaction: An Empirical Study in the Context of Adyar Ananda Bhavan (A2B), Ambattur Estate, Chennai

This study examines the relationship between employee performance and customer satisfaction in the context of Adyar Ananda Bhavan, Ambattur Estate, Chennai.
The main objective of the research is to analyze how employee performance factors influence the satisfaction level of customers in the food service industry. The
study focuses on key dimensions such as employee behavior, service quality, communication, responsiveness, punctuality, and customer handling practices. The
research adopted an empirical research design using both primary and secondary data sources. Primary data were collected through a structured questionnaire from
a sample of 100 respondents, comprising 70 customers and 30 employees of A2B, Ambattur Estate. Convenience sampling technique was used for data collection.
Statistical tools such as percentage analysis, mean analysis, correlation, and simple graphical representations were employed to interpret the collected data. The
findings of the study reveal that employee performance has a significant positive impact on customer satisfaction. Customers highly appreciated prompt service,
employee courtesy, cleanliness, and effective communication. The study also identified that motivated and well-trained employees contribute greatly to enhancing
customer experience and loyalty. Furthermore, employees expressed that proper training, supportive management, and a healthy work environment improve their
performance levels. The study concludes that maintaining high employee performance standards is essential for achieving greater customer satisfaction in the
restaurant industry. It recommends that A2B management continue investing in employee training, motivation programs, and service quality improvements to
strengthen customer relationships and sustain competitive advantage