StudentShare solutions
Triangle menu
  • Home
  • Subjects
  • Marketing
  • To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises

To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises - Dissertation Example

Not dowloaded yet

Extract of sample
To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises

logy 30 3.1 Research Philosophy 32 3.1.1 Phenomenological Style or Interpretivism 33 3.1.2 Positivist Style 33 3.2 Justification for Positivism Philosophy 34 3.3 Research Approach 35 3.3.1 Deductive Research 35 3.3.2 Inductive Research 36 3.3 Characteristics of this Research 37 3.4 Research Strategy 39 3.4.1 Qualitative Methodology 41 3.4.2 Quantitative Method 42 44 3.4.3 Semi-Structured Interviews 44 3.5 Time Horizon 45 3.5.2 Cross Sectional Perspective 46 3. 6 Data Collection Method 47 3.6.1 Secondary Data Collection 47 3.6.2 Observation 48 3.6.3 Interview 48 3.6.4 Sampling 49 3.6.5 Questionnaire Survey 50 3.7 Validity Testing 50 3.7.1 Construct Validity 50 3.7.2 Internal Validity 51 3.7.3 External Validity 51 3.7.4 Reliability 52 3.8 Analysis Tools 52 3.8.1Chi Square Test 52 3.8.2 Weighted Average Method 53 3.8.3 Karl Pearson’s Coefficient of Correlation 53 3.8.4 Percentage Analysis 54 3.8.5 Graphs 54 3.9 Ethical Considerations 54 4.2.1 Analysis 1 63 4.2.2 Analysis 2 66 4.2.3 Analysis 3 68 4.2.4 Analysis 4 70 70 4.2.5 Analysis 5 71 4.2.6 Analysis 6 74 4.2.8 Analysis 8 81 4.2.9 Analysis 9 & 10 84 4.2.10 Summary 86 Chapter 5 Conclusion 87 5.1 SME Retail Sector-Ireland 89 5.1.1 Competitive Advantage for Retail Stores 90 5.1.2 Human Resource Challenges 90 5.1.3 Marketing Challenge 91 5.1.4 Competitive Advantage through People 92 Chapter 6 Recommendation 93 Chapter 7 Self Reflection 94 7.1 Genesis of the Research Problem 94 7.2 My Concern 95 7.3 Collecting and Analyzing Data 95 7.6 Cost Management 98 7.7 Significance of the Research 99 7.8 Understanding Knowledge of Journal and Books 100 101 Reference 102 Journals 102 Books 107 Appendices 110 Appendix 1- Interview Transcript 110 Appendix 2- Questionnaire 113 List of Figures Fig 1: Competitive Advantage 13 Fig 2: Competitive Advantage through People 16 Fig 3- Employee Satisfaction 20 Fig 4: Customer Satisfaction & Employee Satisfaction 28 Fig 5: Customer Satisfaction 29 Fig 6: Research Method 32 Fig 7: Deductive Research 36 Fig 8: Inductive Research 37 Fig 9: Research Strategy 39 Fig 10: Qualitative versus Quantitative Analysis 44Fig 11: Service Profit Matrix 63 Fig 12: Distribution for Satisfied Population in Retail Stores 64 Fig 13: Distribution of Motivated Population 69 Fig 14: Key Motivators for Satisfaction 70 Fig 15: Correlation between Employee Satisfaction and Employee Motivation 74 Fig 16: Distribution of Engaged Employees 75 Fig 17: Variation in Employee Engagement and Employee Satisfaction 78 Fig 18: Correlation between Employee Commitment and Employee Engagement 81 List of Tables Table 1: Distribution for Satisfied Population in Retail Stores 63 Table 2: Satisfaction booster most favoured by employees 66 Table 3: Weighted Average of Satisfaction Booster most favoured by Employees 67 Table 4: Distribution of Job Satisfaction Booster 68 Table 5: Key Motivators 70 Table 6: Relational Matrix for Employee Commitment and Satisfaction 73 Table 7: Distribution of Employee Engagement 75 Table 8: Dispersion between Employee Satisfaction and Engagement 77 Table 9: Relational Matrix between Employee Engagement and Commitment 80 Table 10: Observed Value 82 Table 11: Expected Value 83 Table 12: Chi Square Analysis 84 Table 13: Impact of Customer Care Service on Customer Satisfaction (X) 85 Table 14: Impact of Employee Satisfac ...Show more

Summary

Employee Satisfaction is an Antecedent for Customer Satisfaction Table of Contents Table of Contents 2 List of Figures 8 2.1 Chapter Overview 10 2.2 The Irish Economy 10 2.3 Irish SME Retail Sector 11 2.4 Competitive Advantage 12 2.4.1 Resource Based Advantage 13 2.4.2 Human Resource and Competitive Advantage 15 2.4.3 Competitive advantage through people 16 2.5 Employee Engagement 19 2.6 Employee Commitment 20 2.7 Employee Motivation 22 2.7.1 Relationship between Employee Satisfaction and Employee Motivation 23 2.8 Impact of Employee Satisfaction on Customer Satisfaction in SME Retail Stores 26 2.8.2 Impact of Employee Satisfaction on Performance of Retail Stores 29 Chapter 3 Research Methodo…
Author : schimmelkyler
To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the dissertation on your topic
"To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises"
with a personal 20% discount.
Grab the best paper

Related Essays

The common drivers contributing to employee satisfaction at a later stage in Hong Kong
Employee satisfaction has been one of the most research topics, however the satisfaction level of employees at the later stage of the career tends to decrease and therefore this research aims to analyse factors that can help in increasing employee satisfaction at this stage.
60 pages (15000 words) Dissertation
Foreign Banks Entry into Developing Countries: Impact on Lending to Small and Medium Enterprises (SMEs): The Ghanaian Experience
The newer means of communication and the prospects of modern technology changed everyone’s life. The facilities available today have marked great changes in the world of business and commerce. One of the most appropriate examples is “outsourcing” to India by U.S companies.
14 pages (3500 words) Dissertation
Influence of face-to-face communication on customer satisfaction
Currently, it is claimed that successful customer’s service can be reached in case different means of communication is used by the company. Face-to-face communication should be assisted by communication via email or telephone. In this case customer would have different options to satisfy his needs with the services provided by a certain company.
4 pages (1000 words) Dissertation
Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego
INTRODUCTION In the recent years research relating to customer satisfaction in the service industries has increased dramatically (Peterson and Wilson, 1992). This has been accredited due to an increase in the growth of service industries (Danaher and Haddrell, 1995).
7 pages (1750 words) Dissertation
How Collaborative Communication to Promote the Satisfaction and Loyalty of Franchisees
individualism; power distance; uncertainty avoidance; masculinity/femininity; and time orientation goals. Hofstede has studied cultural similarities and differences in these dimensions and these have proven useful in determining how cross-cultural relations and communication may be facilitated so it becomes successful.
64 pages (16000 words) Dissertation
Employees contribution in customer satisfaction, customer retention and customer loyalty in SME retail organization like SUPERVA
The spillover effects of the global economic recovery, declining exports and volatile capital flows call for adjusting economic policies (Nasution, 2012). Political uncertainties in advanced economies are responsible for downside risks that continue to loom large.
20 pages (5000 words) Dissertation
Impact of service quality on customer satisfaction and customer loyalty an application on the banking sector
Reforms in the banking sector have also blurred the lines between banks and non-banks, thereby increasing pressure on banks to perform. Customer experience now defines service quality and poor service quality can push customers to switch service providers.
40 pages (10000 words) Dissertation
How do Small-Medium Private enterprises contribute to the local economy in China -- look at ZheJiang Provice
Abstract Purpose of the Study: In relation to the case of Zhejiang Province in China, this study aims to determine how private small-medium enterprises (SMEs) contribute to the short- and long-term development of its local economy. Research Hypotheses: H1: Private SMEs in Zhejiang Province has a direct positive impact on its economic development; and H2: Private SMEs in Zhejiang Province has a direct positive impact on its social development.
54 pages (13500 words) Dissertation
Employee Satisfaction and Motivation in London Retail
To gain better understanding about motivational factors that works effectively on the part of Apple’s employees, a research survey study was conducted for this purpose. Based on research findings, among the few motivational factors that works best for Apple’s employees include the need to satisfy their physiological needs, safety needs, social needs, esteem needs, and practice fair treatment to all employees.
33 pages (8250 words) Dissertation
Small and Medium Sized Enterprises
According to the report the foregoing represents a daunting challenge, in that these areas contain psychological as well as motivational facets, in addition to the organizational precepts. The cross-organizational implications, impacts, effects and influences are both subtle as well as profound, with the more successful enterprises employing both facets to maximise their success.
75 pages (18750 words) Dissertation
Get a custom paper written
by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
YOUR PRIZE:
Apply my DISCOUNT
Comments (0)
Rate this paper:
Thank you! Your comment has been sent and will be posted after moderation