Analysis of Customer Satisfaction by Perceived Leadership Practices And Front-line Staff Performance in Selected Public Sector Agencies In Central Manchester A Multivariate Approach

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Sandra Tomlinson
Risper Akelo Awuor


This quantitative research study was designed to investigate customers’ perceptions of leadership practices and front-line staff performance on their satisfaction in selected public sector agencies in central Manchester. The participants involved in the study were customers of two selected public sector agencies. The main instrument for the data collection was a four-point Likert Scale questionnaire that was administered to conveniently selected ninety six public sector customers. A multiple regression analysis was employed to analyse the data. The findings from the study revealed that there a statistically significant positive relationship between customer satisfaction and customer service worker performance.


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