Employees and customers (graduates) loyalty assessment: the case of Lithuanian maritime academy

Abstract

Many organizations often face with the problems of employee changing and decrease. Employee loyalty is usually understood as one -way relation, but it is important for organizations to change this approach by forming double sided loyalty link. Motivated and devoted employees create closer relationships with customers and have positive impact for colleagues and organizational activity results. The research object is: employees and customers (graduates) loyalty assessment of Lithuanian Maritime Academy (LMA) case. The purpose of the research is to evaluate the expression of loyalty of employees and customers. According to employees and customers (graduates) loyalty assessment of LMA, it is found that both employees and customers feel strong loyalty to their organization. However, in order to increase loyalty at the organisation, it should be focused to problem areas. By applying the guidelines of employee loyalty increase to the organization, the improvement of the organisations activity will be related to customer needs.