Customer Satisfaction and Loyalty in Service

This assignment delves into the crucial relationship between service quality and customer satisfaction, examining how various dimensions of service quality influence customer perceptions, trust, and loyalty in both e-commerce and traditional service sectors. It analyzes research papers that explore the mediating role of customer satisfaction in the link between service quality and loyalty, highlighting the significance of understanding these dynamics for businesses to succeed.

Human Resource
Development

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Different learning style.........................................................................................................1
1.2 Role of learning curve and its importance of transferring learning at workplace.................4
1.3 Learning styles and theories when planning and designing a learning event.......................5
4.1 Role of government in training, development and lifelong learning....................................6
4.2 Development of the competency movement has impacted on the public and private sectors
.....................................................................................................................................................7
4.3 Contemporary training initiatives introduced by the UK government..................................7
TASK 2............................................................................................................................................8
2.1 Training needs for staff at different levels in Sun court Ltd.................................................8
2.2 Advantages and disadvantages of training methods used in an organisation.......................9
2.3 Systematic approach to plan training and development for a training event......................10
3.1 Evaluating the training event by suitable techniques.........................................................11
3.2 Evaluation of a training event.............................................................................................11
3.3 Success of the evaluation methods used.............................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES .............................................................................................................................14

INTRODUCTION
Human resource development is a most important aspect for an organisation that helps
them to provide effectiveness through training and development procedure. This process is
basically conducted to improve interpersonal skill and working capacity of employees so as to
getting desired outcomes easily. Through this, firm easily get appropriate growth and income.
Human resource development is a management process that aid to enhance employee's learning
and knowledge skills through several mode of development procedure. It is essential for a
business organisation to concentrate on future growth and manage appropriate activities as per its
requirement (Angelova and Zekiri, 2011). This report is presented on Sun court residential home
limited that provide care home services for old age people. This organisation never had human
resource development function because its CEO believed that training for employees is an
unnecessary activity, so it needs to be kept on minimum cost. Functional activities of CEO
causes of improper customer satisfaction services as well as reduce growth of organisation. After
this they take consultancy services from firm “People R us” which is a HR professional firm.
Main objective of this project is to represent different learning style to enhance skills of
employees easily. They are also going to examine importance of training process that is required
for different level of organisational structure.
TASK 1
1.1 Different learning style
Learning is a most important procedure which is considered as permanent change in
person's knowledge and behaviour due to experience. Sun court limited is a care service provider
organisation that provide various facilities and services to Old age people. For them it is required
to have trained staff who provide effective services to their clients. In this process, organisation
needs to adopt several learning methods to improve skills and working capacity of their
employees easily (Bergman and Klefsjö, 2010). Main objective of organisation is to provide
development activities by implementing various plan and activities related to training process.
For this, Sun court residential Ltd can use two different learning style to enhance employees skill
in appropriate way such as -
Kolb learning style – This learning theory is suggested by David Kolb in the year 1984.
It is represent several areas of learning that helps to gain knowledge and skills of individual
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person by adopting several experiencing things. This theory is specifically describe through four
different stages as -
 Divergent – These type of individuals are believe to analyse each and every situation in
specifics manner. They are basically very patient with each situation and do not reach
quickly on them.
 Assimilative – These element is represent a specific area in which individual are focused
on logical and conceptual values. They are basically set their mind to improve quality and
result easily (Deng, 2010).
 Convergent- These type of individual are very practical in their working approaches,
they are believe to learn everything from applicable situations. For sun court limited, this
situation will be helpful if their employees considered to be appropriate at problem
solving approaches.
 Accommodative – This is very different learning approach in which individual believe to
create new and innovative ideas to solve difficult situations easily. These kind of people
analyse solution through inner feelings and practical approaches.
Honey and Mumford learning style – This learning style is coined by Peter honey and Alan
Mumford to gain knowledge and skills of individual by four different elements as -
 Activist – As per this theory, an individual can easily improve their learning activities by
experiencing new ideas and facts easily. These individuals are believe to facing new
challenges to grab several opportunities through this.
 Reflector – This approach is beneficial for those individual who believe to observe each
and every element before taking any decision. They take lots of time to provide
appropriate solution for different issues.
 Theorist – These individuals are believe to develop their own theories and ideas by
observing several situations easily. They are believe to collect data of each problem to
provide specific solution easily (Eid, 2011).
 Pragmatist – These kind of individuals are believe to go through several theories to take
new challenges or find creative path easily.
As per this analysis, it is analysed that Sun court Residential Homes Limited can adopt
both theories to improve their employees skill and learning criteria as per their interest and
observing capacity.
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1.2 Role of learning curve and its importance of transferring learning at workplace
In a business organisation, it is required that HR manager analyses
their employee's performance as per past and present data. In this, learning
curve play a most important to represent graphical analysis of employee's
performance after training and learning session. Each and every person
has different observation and learning style so for them Sun court limited
needs to analyse their learning criteria to provide them appropriate training
easily. In this process learning curve helps to represent graphical analysis
to analyse performance of learner as well as its impact on organisation's
performance as -
Role of learning curve – Sun court limited is a well known
organisation that provide care home services for old age people. For them it
is require they have trained and skilled staff who easily understand clients
needs and requirement to provide them quality services easily. For this,
they needs to use effective learning session to groom their employees and
enhance their learning capacity easily (Flint, Blocker and Boutin, 2011). In its,
learning curve provide their own contribution to analyse employees skills to
provide them specific training as per organisation's demand. Through this
process, they can easily adopt desired growth and serve quality services to
their customer's. By enhancing performance of worker's, company can
easily build their own image and reputation by quality services and working
process.
Importance of transferring learning – For Sun Court residential Ltd, it is
necessary to use learning curve to analyse skills and ability of workers.
Through this, organisation can easily personality of employees that helps to
seeking attention of individual toward their organisational services. There
are various importance of learning curve in Sun Court residential Ltd are
given below -
 Utilization of capital – This process helps in conducting several task
and opportunities for employees to getting higher business
advantages easily. Through this management of Sun Court Ltd can
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easily utilize their resources and funds in appropriate manner (Ganguli
and Roy, 2011).
 Add values – This process helps to add values of organisational
services through continuous learning method. It is helps to provide
efficiency and effectiveness while improving skills of employees.
Face the challenges – Effective and proper learning process always helps
to enhance skills of employees to getting appropriate and desired outcomes
easily. For Sun court residential limited it is require to adopt new
techniques in their organisational activities to getting higher business
advantages easily.
1.3 Learning styles and theories when planning and designing a learning event
Learning as a most important process that helps to increase values and skill of employees
in appropriate manner. For Sun court limited, it is require that they adopt quality
learning process to enhance skills and working capacity of employees in
appropriate manner. These kind of activities helps to provide appropriate
growth and income to firm. Learning process help to increase values of firm
while employees serve quality services to their employee in effective
manner (Ganguli and Roy, 2011). While designing appropriate learning process,
organisation needs to understand its values and importance to implement
them in organisational procedure easily. While developing and planning
development session its is require that management of organisation uses
effective tools and techniques to getting desired outcomes properly. In this
process two different theories as Kolb's learning or Peter honey and Alan
Mumford theory provide beneficial results to learners as -
 Boosting morale of employees – These learning sessions help to boost morale of
employees to attain any challenge in effective manner. This is a important procedure that
helps to enhance skills and working capacity of employees to getting desired growth
easily. These kind of activities are beneficial to enhancing performance of employees in
effective manner. Sun court Ltd require to adopt various learning procedure in their
operational and functional activities (Grissemann and Stokburger, 2012).
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 Reducing business risk – Effective and efficient learning always help to reduce business
risk by serving quality services to clients as per their requirement and demand as well.
For this firm neds to analyse skills of their employees to provide them appropriate
training and learning as per organisation requirement and employees needs. Through this
they improve working approaches of firm to build effectiveness as well as reduce
organisational risk easily.
 Minimization of mistakes and errors – While planning or designing learning sessions it
is require that management analyse its impacts to reduce errors and issues from firm. For
Sun court residential home Ltd, its I require to implement learning procedure to enhance
skills and working capacity of workers that aid to provide desired outcomes. These
procedure help to minimise mistake and errors from operational and functional business
approaches. All these things helps to provide quality services to clients as per their
requirement and need as well (Helm, Eggert and Garnefeld, 2010).
 Demonstrate various alternative for increasing knowledge – Main objective of
learning procedure is to apply various alternative for increasing knowledge of employees
easily. Through this employees can easily serve quality services to to their clients as per
their requirement and need. Through this firm can easily build their own image and
goodwill in target market to getting higher growth and income.
4.1 Role of government in training, development and lifelong learning
In a economy, government provide their own contribution to provide effective training
approaches for lifelong learning of an individual. As a primary authority, it is responsibility of
them to conduct these kind of events to enhance skills and ability of each individual. For this,
they provide environmental training, various learning tools and techniques as well as
professional trainer to enhance performance of them in appropriate manner. For this learning
needs to be maintain to getting effective outcomes easily as -
 HR policies – For effective and efficient training, government of a country create various
HR policies to provide various learning procedure to individual person. These policies
are very important because its provides execution strategy, monitoring and analysis
process as well as objective and purpose to achieve effective growth and success easily.
 HRD studies – These kind of procedure are conducted by several authorities to provide
appropriate information related to human resource development procedure. Through this
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HR manager of firm easily implement monitoring and controlling process to provide
appropriate training and development session to individual as per their requirement and
need (Hume, 2010).
 Funding – Government of a country provide their own contribution to conduction
training and learning session for skill and ability enhancement. For this, they take
initiative to provide appropriate fund and sources to conduct such events for public and
private sector organisation.
 Working environment – Before conducting a training program, it is require for
government to analyse working environment of firm to provide effective training and
learning to employees easily.
4.2 Development of the competency movement has impacted on the public and private sectors
For getting competitive advantages public and private owned organisation's provide their
own contribution to encourage various competencies to getting effective business advantages
easily. In this process, Sun court limited needs to conduct development of the
competency movement for their organisation. There are various impacts of
these competency are given below as -
 Enhances motivation of employee: These kind of factors helps to provide motivation to
customer's to achieve desired objectives and goals easily. Through this they can easily
enhance employees working approaches (Kassim and Asiah, 2010).
 Reduce negativity: These kind of elements helps to reduce negativity from organisation
and build effectiveness in working approaches easily. Main objective of this program is
to provide effective and beneficial services to customer's easily.
 Punctuality: These kind of activities aid to build punctuality in employees toward their
works and services objective. In this process, higher level employees provide appropriate
direction and guidelines to employees.
For private sector organisation's there are various competency movement has impacted such as -
 Improve productivity: These kind of activities helps to enhance employees working
skill to improve productivity of firm easily. Through this private sectors firms easily
getting higher business and competitive advantages (Mosahab, Mahamad and Ramayah,
2010).
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 Reduce wastage: through this process organisation make their full concentrate toward
reduction of wastages to provide quality services in appropriate cost to customers. These
kind if activities helps to improve organisational values in appropriate manner to getting
desired and beneficial outcomes easily. Through this they can easily serve quality
services to customers as per their desire and want.
4.3 Contemporary training initiatives introduced by the UK government
Government of UK introduce several training program to enhance to enhance working
capacity of employees in appropriate manner. Contemporary training process in Sun Court Ltd
will be very beneficial to analyse employees skills and working ability to provide them effective
training and learning to getting higher business advantages easily. Main objective of this process
is to provide higher satisfaction to customer's to fulfil their requirement and need. In this o0rcess
government play their en role as er primary authority and legal aspect (Munusamy, Chelliah and
Mun, 2010).
 They conduct HR policies to implement effectiveness in organisation through effective
business module and procedures.
 Government of UK implement legal aspect for several organisation to serve effective
employment services and protect employees services easily.
 Government of UK implement training and learning procedure to enhance skills and
working ability to getting desired outcomes easily.
 For Contemporary training initiatives, government of a country provide their own
contribution and fund facility to conduct several programs fro employees to provide them
higher benefits easily.
TASK 2
2.1 Training needs for staff at different levels in Sun court Ltd
Sun court Residential Homes Limited is a service care organisation that
provide appropriate services to old age individuals. They are not serving
quality services to their clients as per their requirement due to lack of
trained staff. These kind of things negatively affect on organisation's
goodwill. So for them, it is require to provide appropriate training to
employees to fill gap and issues easily. Through this employees easily
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understand values of their clients and how to provide quality services to
them for getting desired outcomes easily (Ryu and Han, 2010). For this, firm
needs to conduct learning sessions for different organisational level as -
Organisational level – Sun Court Residential Homes Limited require to conduct
training process for overall organisation. Through this they can easily
improve working approaches on several working level activities. These kind
of learning process provide their effectiveness in organisational activities to
getting desired outcomes and growth easily. There are different level of
firms structure is given below as -
 Managerial level – These are upper level employees of firm who take participate in
decision making process of firm. So for them it is require that organisation conduct
appropriate training process to enhance their working approaches easily. For this firm can
easily conduct collective training session that helps to provide effective training to all
employees easily. These kind of training and learning help to improve decision making
and problem solving skills of managerial level employees (Ryu, Lee and Gon, 2012).
 Operational level – This is employees level that require effective training and learning to
enhance working approaches of them to getting higher benefits easily. For them
management of firm needs to conduct monitoring process to analyse employees
requirement to provide them appropriate training to them. These approaches helps to
improve skills and working capacity of Operational level workers of organisation.
Individual level – This is a individual training process in which organisation provide quality
training to each and every person. In this procedure manager and leader of organisation aid to
provide effective guidelines and direction to workers to achieve organisation's objective and gaol
easily. In this process, individual person learn different elements by their own observation and
learning skills. These kind of training is very important to enhance interpersonal skill of each
employees easily (Santouridis and Trivellas, 2010).
2.2 Advantages and disadvantages of training methods used in an organisation
In Sun Court Residential Homes Limited, it is require that management
of firm conducts effective training session to enhance working performance
of employees easily. There are different type of training and learning
methods are given below that conducted by several organisation's as -
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On the job training method – In this process, company conducts several learning session
during job time period. In this process managerial level employees provide their own
contribution to monitor employees performance to provide them appropriate training easily.
Methods of on the job training is Job rotation.
On the job training method
Advantages This is a direct training approach that helps to
improve employees performance during
working hours.
Disadvantages These kind of training methods reduce
productivity of employees.
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Off the job training methods – In this procedure, workforce of organisation getting appropriate
training after their working duration (Siddiqi, 2011). Off the job training method is beneficial for
those employees who wants external training to enhance their own performance easily. Methods
of off the job training methods is Seminar and conferences.
Off the job training methods
Advantages This training approach is beneficial for those
employees who do not wants to corrupt their
working period.
Disadvantages This is a additional training process that
consume extra cost and time of workers.
For Sun Court Residential Homes Limited, it is require to use off the job
training period that helps to do not corrupt working hours of employees
because clients of this organisations are require instant services. So in this
Off the job training will be beneficial for them.
2.3 Systematic approach to plan training and development for a training event
For Sun Court Residential Homes Limited, it is require to systematically
plan a effective training process to enhance their employee's skill and
working capacity as well. This training events needs to be design in
appropriate manner as -
 Assess training needs – For a business organisation, it is require to access training need
by monitoring procedure. In this , senior and managerial level employees needs to
analyse their employees skill and ability to enhance them through appropriate training
method (Yuksel, Yuksel and Bilim, 2010).
 Design – After accessing training need, it is require for Sun Court Residential
Homes Limited to design a effective training plan that organisation
wants to implement in their business procedure easily.
 Development and enhancement – After designing a effective training program for
organisation , it is require that they develop and enhance employees skills and working
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capacity as per organisation's and customer's demand. This is helps to boost employees
morale and confidence level easily.
 Training implementation – After all these activities, it is required to implementing
training process in organisational services. Through this, management of Sun Court
Residential Homes Limited easily improve their employee's working
performance.
 Evaluation – this is last stage of training process, in which organisation analyse
enhancement in employees skills through training session. This process is require a
effective working processes to analyse employees past and present working skills to
getting desired objectives easily. In this process learning curve help to represent its own
values easily.
3.1 Evaluating the training event by suitable techniques
For a business organisation, it is require to analyse their employees skill to provide then
appropriate training to enhance their working capacity easily. In this process human resource
manager of organisation provide their own contribution to analyse and monitoring worker's skill
and capacity to enhance them appropriate procedure. Evaluation of training is require to examine
how can it provide appropriate and desired growth properly. These kind of training procedure aid
to provide effectiveness to getting future objectives and goals in proper way. Employees of
organisation are known as their key strength who provide their effective services to provide
higher satisfaction to customers easily (Zhao, 2012). They are known as services provider of firm
as per customer's demand and requirement.
For Sun Court Residential Homes Limited, it is require to enhance skill
and working capacity of employees to getting higher benefits and desired
outcomes easily. For this process firm getting personal advise from senior
consultant of consultancy firm. Main objective of this training program is to
getting desired objective and target goals in appropriate way. After this
human resource manager of firm needs to provide enhance employees
ability to provide higher satisfaction to customer's easily. This training
model is consist through three different elements as Program clarification,
Need assessment, and Accountability or monitoring. For Sun Court
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Residential Homes Limited, it is require to analyse effectiveness of various
training program that they want to conduct in organisation.
3.2 Evaluation of a training event
After conducting training event in Sun Court Residential Homes Limited, it is
require to evaluate them in appropriate manner. These kind of activities aid
to provide appropriate result of such programs. Outcome of this evaluation
will stated if it is satisfactory or not for clients to fulfil their needs and
demands as well. For this organisation needs to gather proper information
by its services user to getting proper analysis of this process. There are
various methods of evaluation procedure are given below as -
 Participant feedback – For Sun Court Residential Homes Limited, it is
require to get proper information of several services by its users.
Through this they can easily analyse past and present performance of
their employees(Zhao, 2012).
 Information attainment – For a firm it is require to build proper communication to its
customer's. This procedure helps to getting proper information of each attainment that
conducted in firm . For this employees of organisation's needs to communicate properly
with their service users to analyse their requirement and need to fulfil them in appropriate
way.
 Comparison between benchmark – In this process, it is require to analyse their target to
achieve them in effective manner. For each organisation, manager of firm set their target
and benchmark to attain them properly. In this managerial level employees needs to
collect proper information and implement proper policy for this to getting higher business
advantages easily.
3.3 Success of the evaluation methods used
Evaluation process of firm aid to provide effectiveness of training event that organisation
conducts to enhance their employees skills. This process provide appropriate information by
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services users. Sun Court Residential Homes Limited getting various information
through this evaluation process as -
Strengths and weakness – After implementing evaluation process in organisational
activities, firm can easily analyse its strength and weaknesses to make appropriate changes in
firm easily. In this, services users provide their contribution through their own feedback for
organisational activities and services.
Training and Development – For Sun Court Residential Homes Limited, it is
require to conduct proper training and learning process to enhance
employee's skills and ability easily. In this process they can easily take help
of another consultancy firm to provide appropriate training to employees
easily (Zhao, 2012).
Performance goals and compensation – After implementing training event in business
organisation, it is require to analyse performance compensation to getting desired objectives
easily.
CONCLUSION
As per the above report it has been summarised that human resource development is
require for an organisation to getting effective growth and target easily. In this process, firm
needs to analyse each and every factor to provide effective services to customer's easily. This
report is presenting on Sun court residential home limited that provide care home services for old
age people. This organisation never had human resource development function because its CEO
believe that training for employees is an unnecessary activity, so it needs to be kept on minimum
cost. Functional activities of CEO causes of improper customer satisfaction services as well as
reduce growth of organisation. For this, now they needs to implementing appropriate training
and learning program in their firm to provide higher satisfaction to customer's easily.
13

REFERENCES
Books and Journals
Angelova, B. and Zekiri, J., 2011. Measuring customer satisfaction with service quality using
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Bergman, B. and Klefsjö, B., 2010. Quality from customer needs to customer satisfaction.
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Deng, Z. and et. al., 2010. Understanding customer satisfaction and loyalty: An empirical study
of mobile instant messages in China. International journal of information management.
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Eid, M. I., 2011. Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi
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Flint, D. J., Blocker, C .P. and Boutin, P. J., 2011. Customer value anticipation, customer
satisfaction and loyalty: An empirical examination. Industrial marketing management.
40(2). pp.219-230.
Ganguli, S. and Roy, S. K., 2011. Generic technology-based service quality dimensions in
banking: Impact on customer satisfaction and loyalty. International journal of bank
marketing. 29(2). pp.168-189.
Ganguli, S. and Roy, S. K., 2011. Generic technology-based service quality dimensions in
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Grissemann, U.S. and Stokburger-Sauer, N. E., 2012. Customer co-creation of travel services:
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performance. Tourism Management. 33(6). pp.1483-1492.
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customer satisfaction and loyalty using partial least squares. Handbook of partial least
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perceived value and customer satisfaction on repurchase intent in the performing arts.
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customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural
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environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International Journal of Contemporary
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Santouridis, I. and Trivellas, P., 2010. Investigating the impact of service quality and customer
satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal.
22(3). pp.330-343.
Siddiqi, K. O., 2011. Interrelations between service quality attributes, customer satisfaction and
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Yuksel, A., Yuksel, F. and Bilim, Y., 2010. Destination attachment: Effects on customer
satisfaction and cognitive, affective and conative loyalty. Tourism management. 31(2).
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Zhao, L. and et. al., 2012. Assessing the effects of service quality and justice on customer
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Online
5 Reasons Why Customer Satisfaction Is Important.2017. [Online]. Available through:
<https://survicate.com/customer-satisfaction/importance-customer-satisfaction/>
Training program by government, 2018. [Online]. Available through:
<https://www.birmingham.ac.uk/schools/governmentsociety/centres/iccs/training/
index.aspx>.
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