| The purpose of this study was to determine how the different leadership styles (i.e., democratic, autocratic, or laissez-faire) and employee job satisfaction affect customer satisfaction and customer loyalty in a sport/recreation facility with nearly 90 employees and 6,700 full-time members. In particular, this study examined the relationship among the pairs: (a) leadership style and employee job satisfaction, (b) leadership style and customer satisfaction, and (c) leadership style and customer loyalty, (d) employee job satisfaction and customer satisfaction, and € employee job satisfaction and customer loyalty. Results of the correlation analyses indicated several significant relationships among the variables studied. Of the leadership styles examined, only democratic leadership was found to be significantly correlated with employee job satisfaction (r=0.9370, p=0.0000). Democratic leadership style was also found to have a strong, positive relationship with customer satisfaction (r=0.6321, p=0.0458). The results showed that employee job satisfaction had a strong, positive correlation with customer satisfaction and customer loyalty (r=-0.8967, p=0.0000). The present study contributed to the growing body of literature examining leadership style, employee job satisfaction, and customer satisfaction. The outcomes of the study provided empirical evidence to enhance the quality of service from employees by taking into consideration the relationship between leadership styles and customer satisfaction. |
