Impact of Employee Motivation on Customer Satisfaction in Airline Industry in Pakistan

This presentation explains the research methodology and hypothesis of the research article “Impact of Employee Motivation on Customer Satisfaction: Study of Airline Industry in Pakistan” and summarizes the key findings from the literature review.

Impact of Employee
Motivation on Customer
Satisfaction: Study of Airline
Industry in Pakistan

Introduction
 In this presentation explanation of research methodology and hypothesis of research
article “Impact of Employee Motivation on Customer Satisfaction: Study of Airline
Industry in Pakistan” were explained in detailed manner.
 Further other than this, Précis the key findings from literature review of selected article
was done in an appropriate manner.

Explanation of research methodology and
hypothesis
 For this research paper researcher had focused upon collecting primary data from the
respondents and analyse this data using statical quantitative analysis methods were used
for analysing primary data collected and identifying which hypothesis is acceptable and
which is not by testing relationship between each variable and component of each
hypothesis.
 In statistical analysis also correlation and regression method were used specifically for
finding relationship between two variables or components.

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 For analysis of all the primary data collected in two phases with the help of questionnaire
first of all Cronbach’s alpha method was used so that overall validity and reliability of the
questionnaire can be checked in terms of employee motivation and customer satisfaction.
 After applicability of this method, Pearson correlation and regression analysis method was
applied by the researcher so that relationship between employee motivation as well as in
customer satisfaction can be applied. But this same method of Pearson correlation and
regression analysis was repeated again for testing relationship between employee motivation,
pay and benefit, organizational vision, work environment as well as on customer satisfaction.

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There are five main hypothesis that have been focused upon to be tested in this dissertation are as
follows:
 First hypothesis: Employee motivation has positive influence on customer satisfaction.
 Second hypothesis: Work environment has positive influence on customer satisfaction
 Third hypothesis: Pay and benefits have positive influence on customer satisfaction
 Fourth hypothesis: Management systems have positive influence on customer satisfaction
 Fifth hypothesis: Organizational Vision has positive influence on customer satisfaction
 Each of these hypotheses were tested using correlation and regression method of statistical
analysis in quantitative analysis. For this first of all variables and components important in
each hypothesis were first of all identified and then relationship between identified
components were done so that it can be identified that whether identified and developed
hypothesis are acceptable or not.

Précis the key findings from literature review
 From the findings of literature review it was identified that today most of the organizations focus
upon continuously monitoring satisfaction level of customers, so that continuous improvement
within overall service quality of organization can be brought as per the needs and requirements of
customers.
 It was identified that effective and high quality of service provision can directly enhance overall
satisfaction level of customers that can further lead to enhancement of employee loyalty.
 It has further been found that in order to provide high quality of services to customers, all the
employees of the organizations should have required information and skills for dealing with
questions of customers. This directly helps in ensuing that employee get satisfied with the service
provided to them by the organization.

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 Motivated employees can eventually help in bringing improvement within overall
quality of the service as such employees can directly help in enhancing and maintaining
overall desired service quality which is expected by the customers to be provided to
them.
 From the literature review it has further found that if organizations focus upon
developing positive employee behaviour and attitude then it can directly help in
influencing overall needs and requirements of the customers which can eventually help
in maintaining high level of satisfaction level of customers.

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 It was further found from literature review that most of the organizations need to focus upon
management of intangible assessment as well such as knowledge, information management
system.
 Not only this, they need to also focus upon dealing within changing technology, financial as well
as economic world and bring required changes within the business operations, services etc. This
can further affect overall performance of any firm and it can further affect overall performance of
employees which eventually affect quality of service which is provided to customers.
 Due to this, all the organizations especially the one operating in service industry need to focus
upon continuously evaluate service provision which is provided to their customers by ensuing
that both direct/ indirect interaction of employees with the customers is effective and positive as
well as done in an appropriate manner.

Conclusion
 From the above presentation it has been concluded that in the selected article, statistical
analysis method were used for analysis of primary data collected with the help of
questionnaire was done.
 Further it has further been concluded that all the five main hypothesise were accepted
from the data collected by the researcher with the help of researcher in two phases.

REFERENCES
 Shahzad, N., 2018. Impact of employee motivation on customer satisfaction: Study of
airline industry in Pakistan. Journal of Forensic Psychology, 3(2), pp.2-5.

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