Abstract The purpose of this study is to examine links between, on the one hand, employee satisfaction, loyalty and performance, and on the other, the relationship between customer satisfaction and loyalty, as well as their inter-relationship. We conducted a study with employees (53 employees) and students (262 students) across seven departments of a private university in a developing European country. In order to test the cross-level effects of employee-level constructs on student-level constructs, a multilevel analysis was conducted using hierarchical linear modeling. The results confirmed the positive effect of employee satisfaction on employee loyalty and employee performance, but not the impact of the employees’ loyalty on their performances. At the same time, the results showed that students’ satisfaction was positively related to loyalty. Finally, the results showed that, unlike employee performance, employee loyalty at the level of the department had a positive and significant impact on the students’ loyalty and also enhanced the effect of students’ satisfaction on student loyalty.

中文翻译：

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我们在这里很高兴，我们会留下，您呢？员工忠诚度和绩效对学生忠诚度的跨层次影响

摘要这项研究的目的是一方面检查员工满意度，忠诚度和绩效之间的联系，另一方面检查客户满意度与忠诚度之间的关系以及它们之间的相互关系。我们与一个发展中的欧洲国家的一所私立大学的七个系的员工（53名员工）和学生（262名学生）进行了研究。为了测试员工级别结构对学生级别结构的跨级别影响，使用层次线性建模进行了多级分析。结果证实了员工满意度对员工忠诚度和绩效的积极影响，但没有证实员工忠诚度对其绩效的影响。同时，结果表明学生的满意度与忠诚度成正比。