https://iaeme.com/Home/journal/IJM 1268 editor@iaeme.com International Journal of Management (IJM) Volume 12, Issue 3, March 2021, pp. 1268-1277, Article ID: IJM_12_03_119 Available online at https://iaeme.com/Home/issue/IJM?Volume=12&Issue=3 ISSN Print: 0976-6502 and ISSN Online: 0976-6510 DOI: 10.34218/IJM.12.3.2021.119 © IAEME Publication Scopus Indexed HOW CUSTOMER SATISFACTION AND LOYALTY CAN BE AFFECTED BY EMPLOYEE’S PERCEIVED EMOTIONAL COMPETENCE: THE MEDIATING ROLE OF RAPPORT Satram Das Higher Education Commission, Pakistan Mansoor Ul Ghani OG-II Officer National Bank of Pakistan Dr. Aamir Rashid Associate Professor, Head of Department of Business Administration, Greenwich University Karachi, Pakistan Dr. Rizwana Rasheed Assistant Professor, Department of Business Administration, Iqra University, Karachi, Pakistan Shahjehan Manthar Higher Education Commission, Pakistan Dr Sabir Ahmed Assistant Professor, Head of Department of Mass Communication & Media Studies Greenwich University Karachi, Pakistan ABSTRACT Recent years have witnessed a dramatic change in the service encounters due to change in the behaviors of customers, emerging demands of customers and new trends in the hair styles have led the employees to take care of customers emotions. In this regard, the objective of our research is to recognize and point out the elements that has influence on the customer satisfaction and customer loyalty, more specifically our spot light would be on the factors which build the reputation and relationship with the customers. Several researchers have worked on this topic and have proved the positive relationship of the employee emotional competence on customer satisfaction and customer loyalty and rapport mediates the relationship and our results have proved