Impact of Employee Absenteeism on Business Performance and Productivity: A Study on Amazon

This dissertation explores the impact of employee absenteeism on the performance and productivity of Amazon. It covers the basic terminology of employee absenteeism, reasons for absenteeism, strategies to reduce absenteeism, and its effect on overall productivity and performance. The study aims to identify the impact of employee absenteeism on the performance and productivity of business organisation.

DISSERTATION

Table of Contents
INTRODUCTION...........................................................................................................................3
Background of the topic.........................................................................................................3
Overview of the company......................................................................................................4
Problem statement..................................................................................................................4
Research aim, objectives and questions.................................................................................4
Research rationale..................................................................................................................5
LITERATURE REVIEW................................................................................................................6
Introduction............................................................................................................................6
The basic terminology of employee absenteeism within an e-commerce organisation.........6
The effect of employee absenteeism on the overall productivity and performance of Amazon.8
The reasons for employee absenteeism that affects performance and productivity of Amazon.9
Different strategies that help in reducing absenteeism among employees of Amazon........10
Conclusion of literature review............................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Background of the topic
Employee absenteeism is refereed as a behaviour of an individual to remain absent from
the work on a regular basis without any intentional or useful reason. Some of the major reasons
that increase absenteeism among employees within the business includes family related
problems, workplace absenteeism, job hunting, illness and many more (Grinza and Rycx, 2020) .
Company is affected on a large scale due to employee absenteeism and results in decreasing the
overall productivity of the business. Employees are considered to be an important part of the
business which results in gaining high growth and success in the competitive market. When
employees do not present at the workplace on a regular basis, this results in reducing the
efficiency of other employees also to work towards achieving the predetermined goals of the
business. This impacts the business performance and productivity in a negative manner and
results in demotivating the employees working in the company. High rate employee absenteeism
also results in increasing the rate of employee turnover in the company as employees leave early
from the defined time period. It is important for managers of the company to provide better and
positive working environment for employees so that they feel like working in the company for
more period of time.
Good and supportive staff helps in increasing the level of motivation among employees
to do their work with more confidence ad dedication for attaining high success in the competitive
market. In order to retain employees in the business for long period of time, it is necessary for
managers of the company to offer effective reasons for being a part of their work for a certain
period of time. Boring and unsupportive staff is never fruitful for the company and this results in
decreasing the motivation level of especially new employees to work effectively and efficiently.
Having the right tool and technique for retaining and engaging employees within the business is
important as this helps in enhancing their performance (Zondo, 2020). Without talented and
skilled employees no business can survive in the business market for long period of time as they
are the prime reason for attaining set aim and goals of the business in an effective manner.
Employee absenteeism is not a good practice in the business and results in creating negative
energy in the business for other working employees for working towards the business objectives
appropriately. Increased stress leads to decreased efficiency of employees towards their work

assigned by the business managers. Giving them effective rewards and incentives for good work
as a motivating factor for employees and also results in reducing employee absenteeism within
the company. Offering support and solving their issues or problems is the major factor that helps
in increasing the level of engagement among employees (Nunes and et. al., 2018). Preparing
employees for working in the business for more period of time by considering their thoughts and
decisions is significant for achieving high productivity. It is quite necessary for employees to
understand their employees in a proper manner so that they feel valued and secured while
performing their work with extra efforts and hard work.
Overview of the company
The selected company in the present research is Amazon. It is considered to be a
renowned multinational technology organisation that focuses on digital streaming, e-commerce,
artificial intelligence and cloud computing (Dastin, 2018). It is known to be as one of the most
influential cultural and economic forces across the world and is also one of the most valuable
brand in the whole world. Amazon is successful because of its high quality services to its
customers and their products that they deliver through online sites or portals. They offer products
at reasonable prices, safety at the time of shopping, reliable shipping and catering their products
on display to every individual.
Problem statement
The main problem addressed in the present research is high rate of absenteeism of
employees in the company. This results in reducing the overall productivity an profitability of
the business as employees are not working effectively for attaining the predetermined objectives.
Another problem is the reduced productivity and performance of business because of
absenteeism in the business organisation. It is important for business organisation to engage their
employees in productive and effective activities so that they take part in the process of decision
making more appropriately (Bortoluzzi and et. al., 2018).
Research aim, objectives and questions
Research aim
To identify the impact of employee absenteeism on the performance and productivity of
business organisation. A study on Amazon
Research objectives

 To study the basic terminology of employee absenteeism within an e-commerce
organisation
 To determine the effect of employee absenteeism on the overall productivity and
performance of Amazon
 To identify the reasons for employee absenteeism that affects performance and
productivity of Amazon
 To examine different strategies that help in reducing absenteeism among employees of
Amazon
Research questions
 What is the basic terminology of employee absenteeism within an e-commerce
organisation?
 What is the effect of employee absenteeism on the overall productivity and performance
of Amazon?
 What are the reasons for employee absenteeism that affects performance and productivity
of Amazon?
 What are different strategies that help in reducing absenteeism among employees of
Amazon?
Research rationale
The main purpose of conducting the research is to understand the concept of employee
absenteeism in an organisation and its overall impact on the business productivity and
performance. Reducing absenteeism among employees mainly helps in reducing the employee
turnover rate in the company for improved performance of employees (Fonkeng, 2018). While
conducting the research, the researcher has focused on determining two types of objectives such
as professional and personal objectives. In context of personal objective, the researcher will gain
knowledge related to employee absenteeism and how it affects the performance of employees
working in the company. This helps in achieving the good opportunity for job and also helps in
gaining growth in their personal life. Whereas, in relation with the professional objective, the
researcher will develop and learn a new concept related to increased absenteeism among
employees and deals with acknowledging better approach with this situation in a more reliable
manner.

LITERATURE REVIEW
Introduction
Literature review is defining as the overview of the previous result on the specific topic.
It is the scholar work which is provided to the researcher from the scholarly work such as books,
articles, survey, experiments, journals etc (Xu and et.al., 2020). literature review is the proper
result of the research question that is given to the researchers in the theoretical framework. In
simple words, literature review is the overall analysation of the previous research on the specific
topic that is provided the comprehensive summary for the particular topic of the research. It is
the scholar survey of the scholarly books, articles, journals and other sources that is relevant to
the specific topic. It is also including critical evaluation of the previous material that can be
placed into the specific topic context of research (Zheng and et.al., 2021). It is the process that is
used by the researchers to search out, digest, read and critically evaluating the previous works of
scholar survey that is related to the problem of the research under investigation.
The basic terminology of employee absenteeism within an e-commerce organisation
According to the point of view of Ornati (2021) employee absenteeism refers to the
frequent absence of an employee from the work. It is defining as the serious concern at the
workplace because employee absenteeism can reduce the productivity and probability of the
organisation. It is categorised as the habitual absence of an employee that excludes the
authorized paid times off or leaves. As employee is the important part for any organisation
because it is helps to increase the productivity and manage the overall function and operation of
the organisation but if an employee is absent from his or her work than it can creates many issues
and problem for the organisation. In relation to e-commerce organisation, employee absenteeism
is affecting the organisation as well as the employers because lack of attendance of an employee
from the work without any valid causes can be determine as the absenteeism. In other words,
employee absenteeism is defined as the frequent planned or unplanned leaves or absence of an
employee form the work which is takes by the employee without ant valid explanation such as
family emergencies or medical conditions (LESIHLA 2020). Employee absenteeism is a
problem for an organisation because if an employee works less then they're less productive for
the organisation. In the simple terms employee absenteeism refers to the failure of an employee
where they take typically unplanned leaves from the workplace without valid causes. In context

to e-commerce organisation refers to the business where the buying or selling process of goods
and services proceed with electronic network. In other words, e-commerce organisation is
defining as the process of goods and services which is provided to the customers as online
services (Tandon, Mittal, and Manohar, 2020). Employee absenteeism within e-commerce
organisation refers to the difficult situation because there are no customer services will be
provided by the company to the customers. It is reducing the customers, sales, profit,
performance of the organisation as well. Employee absenteeism is frequent absence of an
employee from their work which is categorised as habitual absence that excludes authorised
leaves or paid time off. The employer is often left understaffed in the workplace when employees
start making excessive unexcused absences which heightens employee liabilities in form of
additional labour costs that is required to cover up lost productivity due to absent employees. For
the organisation employee absenteeism is serious concern especially those skipping workdays &
arriving late at work often add up to high absenteeism rate. It affects the individual productivity
along with tem and organisational performance.
In the opinion to Hoekman (2020) employee absenteeism is the term where an employee
is continuously absent from his or her work or not give their proper work at the work place. it is
also called as the lack of attendance of the employee within the organisation. In simple words,
when an employee is continuously taking the unplanned leaves at the workplace and not giving
their best performance is known as the employee absenteeism. It is referring that employees are
play a vital and important role in every organisation or company because they are able to manage
overall productivity and performance of the workplace if they are absent at the workplace than it
is creates many problems and issues for the organisation. In context to e-commerce organisation,
it is referring to the online services which is provided to the customers by electronically
networks (Gaurav and Paul 2020). E-commerce organisation is the organisation where the goods
and services or transferring the funds by electronic networks. In relation to absence of employee
within e-commerce organisation is define as the critical situation or problems which is faced by
e-commerce organisation because without the employee there is no customer services provided
by the company. Employee absenteeism within e-commerce is reduces the performance and
productivity of the organisation as well. Employee absenteeism at e-commerce organisation is
affecting the overall e-commerce industry because there are many barriers which has been
founded due to lack attendance of employees. Employees are play an important role within the e-

commerce organisation because they are able to give proper information about the product and
services to the customers. With the help of employees online services for customers getting
easier because it is helps in customer’s care or services (Zhang and et.al., 2022). It is analysis if
there is employee absenteeism than it is reduces the performance and productivity of the
organisation. Employee absenteeism is the various situation which can be faced by the e-
commerce organisation at the workplace.
The effect of employee absenteeism on the overall productivity and performance of Amazon
As per the view of Ellinger and et.al., (2020) employees within organisation plays a vital
and critical role to increase the productivity and performance because employees are the
important part for buying and selling the goods and services to the customers. Employees are
able to connect and communicate with the customers and increasing their purchasing behaviour
towards product and services and they can easily manage or handle the customers and their
problems but if there is employee absenteeism within the organisation then it can affect the
overall performance and productivity of the company. In context to Amazon, it is a multinational
American technology company that is focuses on the online services or e-commerce services,
digital streaming and artificial intelligence. It is one of the most and top five company which is
founded by Jeff Bezos. In relation to the effect of employee absenteeism on the overall
performance and productivity of Amazon hits the overall industry because employees important
for e-commerce organisation as well as non-e-commerce organisation. Employee absenteeism
within amazon affecting the company by its performance and productivity (Mazzone 2020).
Employee absenteeism is one of the most difficult situation which is faced by Amazon because
they are not able to provide better online services to their customers. It is affecting the business
and operation of the organisation which reduces its productivity and performance of the
company. Employee absenteeism is affecting the e-commerce organisation of Amazon directly
because they are failed to communicate with the employees. Employee absenteeism is affecting
the product and services of the Amazon which is reducing the performance and productivity of
the company (Waddell and Crampton 2022). The effect of employee absenteeism affecting the
overall company and its operation which is the disadvantage for the company to attaining the
profit and productivity. The individual productivity is affected due to absenteeism as someone
work less and they are likely to be less productive. It leads to negative long-term consequences
such as more likely to experience poverty, diminished mental & physical health. The high

absenteeism my means loss of pay, accidents may happen when individual returns to less
familiar work situation.
According to the point of view of Chin, Jawahar, and Li, (2022) employee absenteeism is
the major problem for any company or organisation which affects the overall performance and
productivity of the product and services as well as the company. Employee absenteeism is the
situation where employees are absent without inform to the organisation or taking leave which is
not granted to them. Employee absenteeism within amazon affecting the overall company and its
operations because without an employee there is no proper information of the product and
services and there is no customer services. As amazon is the multinational American company
which is provided the e-commerce services to their customers (Ramirez‐Hernandez and et.al.,
2020). In relation to employee absenteeism, Amazon affecting by the lack of attendance of the
employees where they faced that there is lack of productivity and performance of the company.
Employee absenteeism is affecting the overall operation and business of the Amazon because
there are no good services are provided by the company to the customers which reduces the
number of customers. Employee absenteeism within Amazon creates many problems and issues
such as it is affecting its customers, product, buying behaviour, reduce performance and
productivity, lack of profitability and many more (Ali, Akhtar, and Shafique 2020).
The reasons for employee absenteeism that affects performance and productivity of Amazon
According to the view of Mergen and Ozbilgin (2021) there are many reason that cause
employee absenteeism in an organisation. It directly affects the performance and productivity of
an organisation. When employees are not regular in the organisation and does not perform their
work properly that cause huge loss for the company. Some reason of employee absenteeism in e-
commerce sector are mentioned below:
 Disrespectful or limited communication between management and employees- When
there is a disrespectful and limited communication between the managers and employees,
high number of absenteeism are found in the organisation (Suleiman, Awan, and Javed,
2021). It makes employees demotivated in order to come regularly in the organisation
and make them careless for their job, due to which performance and productivity of the
company is affected.
 Lack of support and acknowledgement for employee well-being- Employee Well-
being is important to make them motivated to work effectively in the organisation (Ling

and et.al., 2021). When there is an unhealthy and unsafe environment in the organisation
then the employee feels discouraged to regular for their job, that leads high employee
absenteeism in the organisation. Lack of proper support and acknowledgement for
employee well-being is also caused high absenteeism in the organisation. Due to this
performance and productivity of employees is affected.
 Burnout, stress and low morale- There are several factors which can break a company
one of them is its workforce. The heavy workloads, stressful meetings and feeling of
being unappreciated leads employees to avoid going into work. Whereas personal
stressors from outside the workplace also leads to absenteeism.
 Disengagement- This is an another cause of absenteeism in which employees are not
committed to their jobs, co-workers and company are more likely to miss work as they
have no motivation to go into office which affects the performance & productivity of
Amazon.
As per the opinion of Erickson and et.al., (2022) high employee absenteeism create many
problems in the organisation that create difficulty for the company in order to operate their
business smoothly. Several reasons are there that caused high employee absenteeism in the
organisation that leads reduction in its performance and productivity. Some of the reason are
mentioned below:
 Discriminatory behaviour- When an employee faces discriminatory issues in the
organisation then they feel demotivated and leads high employee absenteeism (da Costa
Monteiro 2022). Discriminatory behaviour in the organisation makes employee
demotivated towards their work so, they take more absents from their job due to which
overall performance of the company is affected.
 Lack of constructive and positive feedback- Positive and constructive feedback is
important for every organisation in order to motivate employees to give their best efforts
in their performance. But the lack of constructive and positive feedback make employees
demotivated in the organisation and it leads low efforts in their performance (Barykin and
et.al., 2021). Even, it enforces employee to take more absents in the organisation in order
to get avoided from the negative feedback that their managers provided to them.
 Lack of rewards and appreciation for great work- When the effective and great work
of the employee does not reward and appreciated properly in the organisation then feel

demotivated and enforces them to take more absents instead of giving their proper time
and efforts towards their job. It also affects the overall performance and productivity of
the company when the employee does not perform their job properly and regularly.
Different strategies that help in reducing absenteeism among employees of Amazon
In the opinion of Follmer and Jones (2021) there are many different strategies which can
be taken by the Amazon in order to reduce the employee absenteeism at the workplace. The
strategies helps to increase the productivity and profitability of the company by increasing the
customers services. The strategies they can adopted such as they can provide bonus on the
performance based, they can provide reward system, they should motivated their employee
towards their work and many more. These strategies helps the company to reduce the
absenteeism of employee at the workplace. There are some more strategies which can be adopted
by the Amazon in order to reduce the absenteeism of employee which are given below-
 Create an employee attendance policy: Creating attendance policy of employees is one
of the most important term for reducing the absenteeism of employees because with the
help of employee attendance policy employee are able to complete their attendance
(Gama-Rodrigues and et.al., 2021). Attendance policy of employee is the term where
organisation or company are able to provide limited leave as per the rules and regulation
and employee are able to follow them.
 Enforce the attendance policy consistently: enforcing the attendance policy is one of
the most helpful strategy for reducing the employee absenteeism within the organisation
because by enforcing the attendance policy consistently is the way where company are
able to check the attendance sheet of the employee on the regular basis which is helps
them to provided the granted leaves (Kumar and Ayedee 2021).
According to the point of view of Rabassa, Sabri, and Spaletta, (2022) there are many
strategies that has been takes by the Amazon in order to reduce the absenteeism among
employees at the workplace. The strategies helps the company to maintain and manage the
records of employees absenteeism which is impact on their salary. The chosen company has
made use of using clear policy with set expectations as this policy helped the members of the
staff as they were clear about various tasks. The desired goals of the company was attained
easily. Along with it, proper support was also provided for instance the employees are to face
several issues related to their mental health and personal issues. That is why Amazon has always

provided flexible working hours to its employees so that they feel happy to work. The main
target of the respective company is to take care of the stress level of employees that was
managed by implementing the programmes related to employee's health and well-being. Along
with above points, the respective company has always provided the effective feedback so that the
workforce feel more connected at work. It is essential to appreciate the efforts of the employees
in relation to the operations of the company. Furthermore, the company has rewarded its
employees for having good attendance throughout the year. Such rewards motivated the
employees to contribute more in the company. There are some more strategies for Amazon that
can be adopt by them for reducing the absenteeism which are given below:
 Keep track of employee absences: keep tracking of employees absence is the best way
to reduce the absenteeism of the employees (Greenleaf 2021). By tracking records of
employees helps the company to analysis the overall performance and productivity of the
employees. Employee absence is the major problem which can be faced by any company
or organisation but keeping the records of employees absence is the best way to reduce
their absenteeism.
 Address unscheduled absences and no-show's immediately: it is one of the best
strategy to reduce the absenteeism of employees within the Amazon because addressing
unscheduled absence of employees is helps to analysis the absence of employee and its
valid cause (Barbosa, Alves and Grelle 2021). it is helps to analysis the problem and
issue of the employee that why they are not present for their work. Employee
absenteeism is one of the most major problem for the amazon. The company should
adopted the strategy of addressing the unscheduled absence which is helps them to know
about their employees.
Conclusion of literature review
From the above study of literature review, it has been concluded that employee
absenteeism was found as an serious concern in the organisation which creates many issues and
problems. Employee absenteeism refers to the situation where an employee is continuously
absent from his or her work without any information to the organisation. Employee absenteeism
is the condition where the employee attendance is shortage due to many reasons such as lack of
support, lack of communication, discriminatory behaviour and many more. Employee
absenteeism is the serious situation which can be reduce the productivity and performance of the

organisation. It has been analysis that there are many strategies that has been taken by the
amazon in reducing the absenteeism of the employee to increase the performance and
productivity of the organisation such as they created the employee attendance policy, keep
tracking of employee absence which helps them to reduce the employee absenteeism.
CHAPTER 3 RESEARCH METHODOLOGY
It has been identified that research methodology is a systematic collection of the data and
information that examine advancement of the knowledge in a specific subject or topic (Aramesh,
and et. al., 2020). Research study is conducted in order to find answer of the intellectual and
practical question through application of the systematic methods. Main purpose or motive of the
research methodology is to gain familiarity with the phenomenon’s or at accomplish new
insights in it. Therefore, research onion model is utilised by the researcher in order to illustrate
the phases which must be covered during development of the research strategy. It also provides
progression which aid the investigator in designing research methodology. Along with this it also
identifies different methods of collecting data for the specific research. In relation to the current
research all phases of the research methodology are discussed below:
Research philosophy
this section of the research methodology includes set of the belief which are concerned
with reality to the nature that has been researched. Research philosophy helps the research in
creating the assumption which provide a clear justification for how research study will be
undertaken. Interpretivism and positivism are two main sort of the research philosophy that are
very significant when conducting any research. In respective research, investigator will use the
positivism research philosophy which assume that reality exist independently associated to thing
being studied. Chosen research philosophy enable the researcher to gather quantitative &
objective data related to research topic. Along with this, it also allows the investigator to show
the current trends in research.
Research approach
it is defined as a procedure that include various steps to broad assumptions to detailed
methods of the data analysis, collection & interpretation (Brock, 2019). Deductive and inductive
are two sort of eh the research approach that help the research in conducting a research study
effectively. In current research study, research worker has used the deductive approach that help

in developing the hypotheses upon pre-existing theory & formulate the research approach to test
it. Along with this, respective research provides an observation which is required to create views
for accurate outcome so that research objective of respective study can be addressed.
Research strategy
In research methodology, research strategy define how the research worker intend to
carry out the work (Davidavičienė, 2018). There are different methods in the research strategy
including experimental research, systematic literature review, action research, interview & so on.
For current research, survey method has been chosen by the research because it includes a loss of
the questions which are designed in collecting the quantifiable information from specific target
group. It is time and cost effective method which help the investigator in gathering data or
information easily.
Research choice
This section of the research methodology contains two types of the research choice-
qualitative and quantitative. Research uses the qualitative research choice in order to analyse,
experience, behaviour and opinion of the individuals through examination method. Whereas,
quantitative research is used with the motive to create the numeric statistics by suing survey
research strategy to collect the data. In context of the respective research, investigators prefer to
use the quantitative research to gather & analyse the numeric information. This research choice
is required less participant, but also require more time with all participants. It tends to reach a
large population within shorter time period. Along with this it also aids s in testing the
hypotheses or problem statements. Beside it, this also include an a structured and close ended
data collection. Chosen research choice is significant because it ensures that all the collected
information or data are accurate, reliable and valid.
Research instrument
It has been defined as those tools that are used by the research when measuring, gathering
and analysing the data or information related to specific research topic (De Hertogh, 2018).
There are several kinds of the research instruments has been identified that are utilised in
research such as experiment, observation, questionnaire and interview. In context of this
research, research will continue this research with the questionnaire to collect the reliable data.
Questionnaire is a process of collecting the data through an instrument including a series of the

prompts & question in order to receive response form the chosen respondents. Apart from this, it
has been considered as a cost effective way as it helps the investigator in reaching large
population so that feedbacks can be gained quickly form the chosen participants.
Time horizon
It has been described as that time framework through which, research study is intended
for completion (Dion, and et. al., 2020). Longitudinal and cross-sectional are two types of the
time horizon. When it comes about respective research, then cross-sectional time framework is
through which is already established where through information must be collected. This is
because, cross-sectional time horizon makes the investigator more focus on the current situation
to conduct the research effectively. In respective research, there are numerous tasks, to complete
every task timely, research worker has used the Gantt Chart. This project management tool will
enable the research to attain aims & objectives of current research study within shorten time
period.
Data collection
It helps the investigator in collecting significant data or information related to the specific
research topic (Iovino, and Tsitsianis, 2020). It has been identified that there are mainly two
kinds of the data collection- primary method or secondary method. In primary data collection,
research workers derive the first handed information for its original sources. Whereas when it
comes about the secondary data, then researcher collect the information from journals,
newspaper articles and other agencies. In current research, investigator ash decided to uses both
primary and secondary data collection methods. This is because, primary data provide updated
and accurate information that help in making the research more reliable. Beside it, secondary
data is a time and cost effective methods as researcher can collected the information easily from
different sources with spending any amount. Thus both the methods of data collected has been
proved very suitable for the current research.
Data analysis
It refers to the procedure of a systematic application of the statically & logical techniques
with the motive to recap, illustrate, describe as well as evaluate the data (Domazet, and
Lazarević-Moravčević, 2022). For every researcher, it is very essential to make the study data

very simple and accurate. It has been analysed that there are different kind of the data analysis
methods such as frequency distribution, thematic, multiple regression, correlation and so on. In
context of current research project, investigators have denied to take use of the frequency
distribution analysis in rider to measure & analyse all the collected data or information. The
frequency distribution has been defined as an organised tabular or graphical representation
associated with number of the individuals in all category on a measurable scale. Along with this,
it also helps the investigator in illustrating & visualising the data or information that are gathered
from the sample.
Sampling
It refers to the method of choosing a specific group of respondent from which
investigator collect the data for research. Probability & non-probability are two key types of the
sampling method (GALLI, and MUNIZ, 2018). Therefore, in current research, it has been
identified that probability sampling will be most effective to select participant from the
population. In this research 25 respondent has been selected by the research worker through
sampling methods. All the chosen respondents as regular customer of the Tesco that will be very
help in provide reliable and accurate data for this research. Main reason of undertaking this
method facilitates elimination of clustered selection phenomenon and low probability of the
contaminating information or data/ along with this it provides equal opportunity in selection
respondents so that accurate of the data collected can be maintained effectively.
Research Ethics
As in this research, primary data has been collected, therefore investigator has applied all
the research ethics extensively so that a relevant and robust outcome can be obtained from the
research. In context of current research, few ethical principles are discussed below:
Informed consent- When conducting the research, then research had make aware every
respondent about objective of the current research that enable them to opt in or out of
participation in primary research.
Protection of personal information- Researcher has ensured that all the information gaining
from the participant are keep very safe and not to share them with anyone.

Research validity and reliability
It has been identified that respective research study is reliable and valid. This is because,
research has used the questionnaire when collecting information or data. It consists a close ended
questions through which accurate information can be gathered from the participants. This
research project has been considered as reliable because in this, research workers has used the
random sampling to choose participants from a big population. All the respondents are regular
customer of the organisation which aid in providing accurate and trustworthy data about the
research topic.

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