A Research On The Influence Between Employee Satisfaction And Customer Satisfaction About The Lottery Sales Sites

The first lottery ticket was issued in1987. After decades, the lottery industry becomes a big business. It makes a great contribution to public undertakings in our country. The number of lottery sales sites is increasing quickly. Meanwhile, with the internet lottery sales more and more popular, the terminal sales channels are diversified. Now, lottery sales sites are in a fiercely competitive environment. If the lottery sales sites want to obtain higher turnovers, they should pay more attention to the punters service. The sales employees in the lottery sales sites, as the service providers and passers, their roles should not be ignored. So, this paper is to study the influence between the sites employee satisfaction and customer satisfaction.Under the background of lottery industry, on the basis of the theories of service profit chain and role behavior and the related research results, I did an empirical research on the influence mechanism between employee satisfaction and customer satisfaction. I built a research model about the influence mechanism between employee satisfaction and customer satisfaction and proposed the corresponding hypothesis. Then, I carried out the questionnaires investigation about the lottery sales sites employees and the corresponding punters to get the research data. With the help of LISERL8.70and SPSS17.0software, I used structure equation model to analyze data and verify the model and hypothesis.At last, I drew the following conclusions. There is no direct influence between employee satisfaction and customer satisfaction. The relationship between the two variables is through the intermediate variables—in-role behavior, extra-role behavior and service quality. Service quality is the only variable that has a direct impact on customer satisfaction. It doesn’t exist a direct impact between employee satisfaction and service quality, but through the in-role behavior and extra-role behavior.In-role behavior directly affects extra-role behavior.