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To investigate the impact of Employee Motivation on Customer Satisfaction: A case study of Tesco Corporation

Harvard, 12000 Words

Abstract

In the present age when the business organizations of the world are facing huge competition therefore they try to subsist themselves by maintaining various methods. Customer satisfaction is one of those methods. At present this approach has been adopted by almost every organization especially the retail industry where it is treated as the key factor of their business. Total sample size of this research is 50.

The main purpose of this study is to investigate the impact of employee motivation on the customer satisfaction. It means the business organization already adopted the policy of customer satisfaction. It is the customer satisfaction by which a business organization can retain its old customer and attract new customers.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Table of Contents

Supervisor’s Declaration

Student’s Declaration

Abstract

1       Chapter: Introduction

1.1        Background of the Study

1.2        Rational of the Study

1.3        Research aim and Objective

1.4        Research Question

1.5        Problem of the study

1.6        Scope of the Research

2       Chapter: Literature Review

2.1        Introduction

2.2        Employee Motivation

2.2.1        Importance of Employee motivation

2.3        Types of Motivation

2.3.1        Appropriate Types of Motivation for Employee

2.4        Customer Satisfaction

2.5        Retail Industry and Customer Satisfaction

2.6        Employee Motivation and Customer Satisfaction

2.7        Conceptual Framework

2.8        Research Hypothesis

3       Chapter: Research Methodology

3.1        Introduction

3.2        Research Philosophy

3.2.1        Selected Research Philosophy

3.3        Research Design

3.3.1        Selection of research design

3.4        Research Approach

3.4.1        Selected approach

3.5        Type of Investigation

3.6        Data collection method

3.6.1        Justification of data collection

3.7        Sampling Method

3.7.1        Justification of sampling method

3.8        Accessibility issue

3.9        Ethical Issue

3.10     Data Analysis Plan

3.11     Research Limitation

3.12     Timetable

3.13     Conclusion

4       Chapter: Data analysis and Research

4.1        Introduction

4.2        Online Questionnaires Techniques

4.3        Regression analysis

4.4        Department Management Interview

4.5        Key Research Finding and Effects

4.6        Conclusion

5       Chapter 5: Conclusion and Recommendation.

5.1        Introduction

5.2        Recommendation

5.3        Full fill Research Objective

5.4        Personal Development

6       References

7       Appendix- A

8       Appendix – B: Qualitative PRA Questions

 

List of Figures

Figure 1: 1 Conceptual Framework, source: Made by author, (2015). 17

Figure 2: Types of research philosophy, Source: Made by author, (2015) 19

Figure 3: Classification research design. 20

Figure 4: Gantt Chart. 26

Figure 5: Responders on the basis of gender, source: online questionnaires, (2015) 28

Figure 6: Responders on the basis of age, source: online questionnaires (2015) 29

Figure 7: Educational Qualification of the Responders. 31

Figure 8:    Do you purchase from Tesco Plc Ltd.?, Source: Online questionnaires, (2015). 32

Figure 9: How many days do you buy from Tesco Plc. Ltd.?, source: online questionnaires, (2015) 33

Figure 10: Employee activities touching the mind of customers, Source: online questionnaires, (2015) 34

Figure 11: Employees maintaining good relation with the customers, source: online questionnaires, (2015) 36

Figure 12: Employee quickly response to the customers, Source: online questionnaires, (2015) 37

Figure 13: Increase customers repurchase intention. 38

Figure 14: Employees are more customers oriented than the past, Source: Online questionnaires, (2015). 39

 

 

 

 

 

 

 

List of tables

Table 2:     Responders on the basis of gender 27

Table 3: Responders on the basis of age. 29

Table 4:     Educational Qualification of the Responders. 30

Table 5: Do you purchase from Tesco Plc Ltd.?. 31

Table 6: How many days do you buy from Tesco Plc. Ltd.?. 32

Table 7:     Employee activities touching the mind of customers. 33

Table 8:     Employees maintaining good relation with the customers. 35

Table 9: Employee quickly response to the customers. 36

Table 10: Increase customers repurchase intention. 37

Table 11: Employees are more customers oriented than the past. 39