Effect of Employees' Commitment on Customer Satisfaction of Banks in Africa

This article was set out investigate influence of employees' commitment on customer satisfaction in African banks. Researchers mixed research method. Sample size of 310 was selected from the eleven largest commercial banks operating in Africa. The primary data have been collected through the structured questionnaire using Google forms. The ordered logistic regression model was employed to predict the effect of independent variables on the response variable which is customer satisfaction. The analysis of regression model was showed that affective employees’ commitment, continuance employees’ commitment, and normative employees’ commitment has a positive influence on customer satisfaction. The Africa banks should work straightforward to improve customer satisfaction by considering staff commitment as the seeping stone.