THE INTERPLAY BETWEEN REMOTE WORK, EMPLOYEE ENGAGEMENT, AND CUSTOMER SATISFACTION IN IT COMPANIES: A POST-PANDEMIC ANALYSIS

Abstract

The COVID-19 pandemic has accelerated the adoption of remote work in the IT industry, significantly altering the dynamics of employee engagement and customer satisfaction. This study aims to explore the interplay between remote work arrangements, employee engagement, and customer satisfaction in IT companies. By leveraging a fuzzy mathematical model, the research analyzes how different remote work policies and practices influence employee engagement levels and, consequently, customer satisfaction. Data is collected through employee and customer surveys, as well as organizational performance metrics, to capture the nuances of remote work's impact on both internal and external stakeholders. The findings provide actionable insights for IT companies to develop effective remote work strategies that enhance employee engagement, mitigate potential disengagement risks, and improve overall customer satisfaction. This research bridges the gap between employee and customer perspectives in the context of a rapidly evolving work environment.