Customer Satisfaction in Mobile Telecom Industry

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

1
HUMAN RESOURCE MANAGEMENT
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

2
HUMAN RESOURCE MANAGEMENT
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

3
HUMAN RESOURCE MANAGEMENT
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?