Customer Satisfaction in Mobile Telecom Industry

This article explores the factors influencing customer satisfaction in the mobile telecom industry in Bahrain. It examines the relationship between employee satisfaction and customer satisfaction, as well as strategies for improving customer service and retention.

Running head: HUMAN RESOURCE MANAGEMENT
Human Resource Management
Name of the Student
Name of the University
Author note

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Article 1: Kwenin, D. O., Muathe, S., & Nzulwa, R. (2013). The influence of employee
rewards, human resource policies and job satisfaction on the retention of employees in
Vodafone Ghana Limited. European Journal of Business and Management, 5(12), 13-20.
Objective and research question
The main research objectives of the respective article include the following aspects:
 To determine the connection between employee retention and rewards in Vodafone
Ghana Limited
 To analyse the impact of job satisfaction on the intention of the different employees
working at Vodafone Ghana
 Proper investigation of the different policies of HR and retention of employees at
Vodafone Ghana
The research questions are described as follows:
 What is the connection between the rewards and recognition as well as retention of
employees working at Vodafone Ghana?
 Explain the association between job satisfaction and retention of the employees in
Vodafone Ghana?
Method
From the analysis, it can be identified that the data was collected from both primary as
well as secondary data sources. Furthermore, the primary data was collected through
conducting a proper survey by preparing the semi-structured questionnaire, on the other hand
the secondary data was collected from reviewing of document which included the
organizational reports as well as magazines of the company. The population who were
targeted was more than 1420 in number in Vodafone Ghana wherein simple random sampling

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was conducted and Chi-Square test analysis was conducted to gain different viewpoints of the
employees.
Findings and discussion
From the overall literature review, it can be analyzed that the salary along with other
non-financial rewards play a major role in motivating the different employees and it increases
the morale of the morale. More than 7.4% of the respondents at Vodafone Ghana Limited
commented that increase in the level of salary for staying in the company and it will be
helpful in improving the overall productivity in a positive manner. The total reward program
helps in providing the different employees with incentives upon the attainment of the
different goals and the main aim of the respective strategy is to improve the motivation
among employees while offering the personal growth opportunities as well as benefits.
When the different employees and their work are appreciated, the satisfaction among
the different employees and their productivity improves to a huge extent. Due to the
implementation of the financial and non-financial rewards, it will be beneficial in maintaining
the standard of work and improve the quality of the work to a great extent. The employee
reward system refers to the proper program which is being set up by the company to reward
the performance along with motivating them in managing their standards.
From the respective article, it can be identified that the employee retention is one of
the major aspects which has been followed at Vodafone, Ghana and it has affected the morale
of employees and increased the overall productivity of individuals. The main objectives of
the study were to create a proper balance between retention of employees and rewards which
influenced the job satisfaction of employees.
Conclusion

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Therefore, from the overall analysis of the article, it can be concluded that influence
of the rewards along with rewards plays a major role in job satisfaction among employees
and it affects the productivity and profitability in a positive manner which can be identified
from case study of Vodafone Ghana.
How this article will contribute to my Essay 3
It will be helpful in forming an appropriate argument on analysing the importance of
motivation in managing employees in the telecom sector. The managers in the telecom sector
needs to improve the morale of the employees through providing job satisfaction and
encourage their decision-making aspects that will be beneficial in success of the organization.
Article 2: Riaz, A., & Ramay, M. (2010). Antecedents of job satisfaction: A study of
telecom sector. Perspectives of Innovations, Economics, and Business, 4(1231-2016-
100872), 66.
Objective and research question
The main purpose and objectives of the research is to:
 To analyse and understand relationship between job commitment and job satisfaction
in telecom sector in different countries
 To analyse the impact of the appraisals in creating motivation among the individuals
working in the organization
The research questions based on the research are as follows:
 What is the major significance of the job commitment and job satisfaction among the
employees working in telecom sector?

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 What are the different rewards which can be awarded to the employees for improving
their morale?
Methods
The method which have been used in the article is primary research method which
helped in analysing the different kinds of measurement which is related to analyse the
importance of job satisfaction among the employees working in the organizations in different
countries. In order to measure the different pay and benefits, the questionnaire was prepared
which was distributed in the different telecom sectors in the different countries and it helped
in receiving the opinions of employees.
Findings and discussion
From the respective study, it can be identified and analyzed that pay and benefits are
the major source for motivating the different employees working in the telecom sector. The
respective study assumes which is “a happy worker is a productive worker” wherein the
employees are the assets of the organization and they should be treated in an effective manner
which will motivate them and they will be able to perform in an accurate manner as well. In
addition, it has been identified that job satisfaction is the most effective criteria which should
be considered most essential aspect as it will include the job commitment among employees
and gain more productivity in the company.
The system of performance appraisal as well as career development opportunities play
a major role in influencing the different activities of the employees and gain competitive
advantage in the market as well. The main difference between job commitment and job
satisfaction is wherein commitment is relating to the emotional responses which is required to
be performed by employees within the organization. On the other hand, job satisfaction is the

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responses which the employees have towards job and gain satisfaction. Both financial along
with non-financial rewards are essential to be incorporated in the different organizations as it
will play a beneficial role in improving the satisfaction by increasing pay, improving the
working conditions in which the different employees work and it will be assisting in gaining
more productivity. The degree to which the different individuals feel positive about their jobs
and it plays a vital role in improving productivity.
Conclusion
Therefore, from the analysis of the article, it can be concluded that from the different
statistical analysis, there are different organizations under the telecom sector in the different
countries wherein there is inclusion of open communication approach as well as participatory
approaches that will be helpful in effectively communicating the vision to the employees and
gain competitive advantage in the market.
How this article will contribute to my Essay 3
The article has contributed in analysing the importance of job satisfaction and job
commitment approach that plays a beneficial role in improving the morale of employees as
well as increasing the productivity in the organizations as well. Moreover, the financial and
non-financial rewards create a positive working environment which should be followed by
managers in improving the working environment.
Article 3: Olughor, R. J. (2014). Corporate entrepreneurship and employee retention
strategies in Nigerian telecommunication industry. European Journal of Business and Social
Sciences, 3(2), 09-23.
Objective and research question
The main objective of the research paper includes the following:

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 To understand the different strategies which will be helpful in retaining the different
employees working in the telecom sector
 To analyse and identify the relationship between the employee retention and corporate
entrepreneurship aspects
The research questions are as follows:
 What are the various motivational strategies which play a major role in retaining
different employees in telecom sector?
 What is the relationship between corporate entrepreneurship aspects and the retention
of employees?
Method
The methodology which have been used in the respective article is primary research
methodology wherein the questionnaire and survey was being adopted in which the different
individuals in the telecom sector were interviewed in order to understand their viewpoints on
motivation and their viewpoints to understand relationship between corporate
entrepreneurship related activities.
Findings and discussion
From the respective article, it can be identified that the entrepreneurship is one of the
most powerful drivers of prosperity and growth in the present scenario in the entire global
economy. The corporate entrepreneurship is defined as the willingness of the individuals in
embracing the different new opportunities along with taking proper responsibility for
affecting the overall creative changes in the organisation as well. Furthermore, it has been
analyzed that the there are different human resource management related policies which play
a major role in managing the respective corporate entrepreneurial activities which will be

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helpful in improving and providing training to employees to increase their overall
productivity effectively. Moreover, the job satisfaction and commitment are interrelated
which will be beneficial in improving the morale of employees and gain competitiveness.
In addition, there are different kinds of effectiveness in managing the motivation
among the different employees working in organization and it will be helpful in enhancing
the overall aspects of growth in the field of the entrepreneurial activities. The engagement of
the employees along with job commitment plays a vital role in improving their effectiveness
and morale in performing the different job-related activities and achieving the goals and
become successful in the future as well. The human capital is one of the greatest assets of the
organizations and it will be assisting in creation of the platform wherein the different
employees can be able to showcase the different approaches to become a successful
entrepreneur and gain competitiveness in the entire competitive business environment.
Conclusion
Therefore, from the above it can be concluded that the motivation is one of the major
key aspects in the telecom sector as the employees are the integral part of the organizations
and they help in incorporating the corporate entrepreneurial activities which will be beneficial
in improving the overall profitability of the organization.
How this article will contribute to my Essay 3
From the respective article, it can be identified that the essay helps in contributing
towards understanding the concept of corporate entrepreneurship and its relationship with the
motivation of the employees working in the organization. Furthermore, the different kinds of
motivation related activities which will be helpful in improving the morale of employees.

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Article 4: Ocloo, C. E., & Tsetse, E. K. (2013). Customer retention in the Ghanaian
mobile telecommunication industry. European journal of business and social sciences, 2(7),
136-160.
Objective and research question
The different research objectives of the article include the following:
 To analyse the relationship between the satisfaction of employees and the satisfaction
of the customers in the telecom sector
 To understand the different reasons which will be beneficial in improving the services
which are provided to the customers and gain competitive advantage
The research questions which are generated from the respective article:
 How to improve the morale of the employees in telecom sector in order to satisfy the
demands of the customers?
 What are the different steps which should be included in retaining the employees
working in the organization?
Method
The methodology which have been used in the respective article is primary approach
wherein the different statistical data is collected from 134 respondents in the telecom sector
and it helped in understanding the viewpoints of employees in understanding the importance
of motivation of employees working in the organization which is effective.
Findings and discussion
From the respective article, it can be analysed that the job satisfaction among the
different employees is one of the vital aspects in the telecom sector which will motivate them

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in performing in an accurate manner and deliver positive results. The job satisfaction is
defined as the extent wherein the different employees feel self-motivated with the job which
is being performed by them. The job satisfaction happens among the different employees
when there is stability of the job, growth in the career along with comfortable work life
balance.
Moreover, in the different telecom companies in the different countries, it can be
identified that proper creation of healthy work environment will be beneficial in improving
the motivation and it will be helpful in satisfying the different needs of the customers. The
workplaces should be free from stress, harassment and morale issues that will be helpful in
creating positive and healthy working environment for every individual in the organization
and it will be helpful in managing the overall satisfaction of the individuals in a positive
manner.
In addition, with the inclusion of job satisfaction, there are different essential aspects
which can be achieved in the organization and it will be beneficial in improving the morale of
the employees in a positive manner. Moreover, there will be low turnover of the employees
and it will increase the overall productivity of the organization in a positive and appropriate
manner. The loyalty of the customers will be increased when the employees working in the
organization will be showcasing their best interests and it will be beneficial in achieving the
different objectives.
Conclusion
Therefore, it can be concluded that the employees job satisfaction is one of the major
factors which will be beneficial and helpful in improving the morale of the employees. The
different employees are required to be kept happy as they are considered to be the assets of
the organization which will be helpful or retaining customers.

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How this article will contribute to my Essay 3
The respective article will be helpful in arguing in analysing the importance of job
satisfaction among the employees in the organizations. There is a major correlation between
the job satisfaction of employees and the customer retention in organizations which can be
achieved through positively motivating employees and understanding their concerns to
improve their morale.
Article 5: Almossawi, M. M. (2012). Customer satisfaction in the mobile telecom
industry in Bahrain: Antecedents and consequences. International Journal of Marketing
Studies, 4(6), 139.
Objective and research question
The major objectives of the research article are as follows:
 To understand and investigate determinants along with importance of the customer
satisfaction along with customer loyalty
 To understand the different factors which will be helpful in increasing morale of the
employees in the organization
The research questions are as follows:
 What are the different factors which will be beneficial in influencing and retaining the
customers in the market?
 Explain the different kinds of factors which can be helpful in motivating the
employees and gaining productivity?
Method

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The methodology which have been used in the respective article is primary research
aspect which has been followed in the respective article wherein a questionnaire was
prepared and it was being circulated among the respondents to understand the importance of
motivation of employees in customer retention and gaining more productivity in the market.
Findings and discussion
From the article, it can be identified and analyzed that retention of the different
customers is possible in the organizations when the employees offer the customers with the
different services in an appropriate manner. Moreover, the mobile telecommunications
industry is becoming competitive in nature and it is increasing the number of customers in the
market as well. In such scenario, there is huge pressure among the employees working in the
organization and in such scenario, proper motivation is one of the major aspects which will
be beneficial in improving the morale of the employees which will allow them in performing
in an accurate manner and achieve the goals and satisfy the needs of the customers
appropriately.
Furthermore, in such scenario of complex business environment, it is necessary that
job satisfaction is being provided to the employees in form of financial and non-financial
rewards that can be helpful in motivating them and gain competitive advantage. In the
respective business environment, the customers play a beneficial role in managing the
satisfaction and morale of employees and it will be helpful in gaining competitive advantage.
The customers and the employees are integral part of the organizations and they are required
to be valued and in order to improve their position in the market, the motivation and job
satisfaction are the two crucial elements which should be provided to employees and it will
increase job commitment among the employees in a positive manner and it will increase the
purchases from the different customers and improve profitability of organization.

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Conclusion
Therefore, it can be concluded that employee motivation, job satisfaction of
employees and the retention of customers play a major role in improving the overall
productivity of the organization. In order to motivate employees, it is required to understand
their difficulties and provide financial and non-financial rewards which will play a major role
in motivating employees.
How this article will contribute to my Essay 3
Therefore, the respective article will be contributing towards understanding the
importance of motivation among employees as it will increase the overall productivity of the
organization. The retention of customers plays a vital role in improving the overall
experience of customers and gain competitive advantage. The essay will be constructed on
identifying the different positive impacts of motivation among employees.