Impact of Employee Performance on Raising Customer Satisfaction : ASDA

Added on - 21 Jul 2020

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UNIT - 8RESEARCH PROJECT
Table of ContentsINTRODUCTION...........................................................................................................................1RESEARCH TITLE : “To understand the impact of employee performance on raising customersatisfaction : A case study on ASDA”.............................................................................................11.1 Formulate and record possible research-project outline specification.............................11.2 Identification of those factors involved in research-project selection..............................2LITERATURE REVIEW................................................................................................................21.3 Literature review of the key-references............................................................................2RESEARCH METHODOLOGY.....................................................................................................41.4 Research-project specifications........................................................................................4Questionnaire..........................................................................................................................4DATA ANALYSIS AND FINDINGS............................................................................................51.5 Suitable plan & procedure for agreeable specifications in research-work.......................52.1 Matching of the available resources with formulated research-questions........................72.2 Proposed Research-investigation according to the agreed-procedures includingspecifications..........................................................................................................................72.3 Recording and collating appropriate & relevant data.......................................................73.1 Evaluation of research-evaluation techniques................................................................113.2 Interpretation and analysation of obtained results..........................................................124.1 Presentation of the outcomes..........................................................................................13CONCLUSION AND RECOMMENDATIONS.........................................................................13REFERENCES..............................................................................................................................15
INTRODUCTIONRESEARCH TITLE : “To understand the impact of employee performance onraising customer satisfaction : A case study on ASDA”.Research-project is defined as the process of doing research into a set of formulatedquestions via aid theories & hypothesis. In addition to this literature review provides a method ofcritically reviewing associated elements with chosen topic. The research-methodology alsoassists in carrying research-work in appropriate direction. In addition to this utilisation ofprimary as well as secondary sources will help in gathering authenticated and relevantinformation.Coming towards the present topic of research, every organization aims for gaining highercustomer-satisfaction. In order for achieving this, performance of an employee plays a crucialrole. The way he is performing a particular task allotted to him affects overall organizationalproduction. Furthermore, in order for achieving success in terms of profits & sales, employeeperformance plays key role. So, present topic deals with the role played by employeeperformance in enhancing customer satisfaction with reference to ASDA. Also, the employeesworking at ASDA have also been taken into account to gather information. With respect to this,for proper analysation of outcomes, quantitative methodology has been considered as well.Furthermore, diversified financial as well as physical resources have been used by the researcherfor meeting aim & objectives of the research. Furthermore, in order for getting the desiredoutcomes various set of activities have been undertaken.1.1 Formulate and record possible research-project outline specificationAim:-To understand the impact of employee performance on raising customer satisfaction : Acase study on ASDA. The present research has been carried out on ASDA since it has beenfacing consistent issues regarding employee performances because of which their customersatisfaction level has decreased a bit.Objectives:-To analyse the impact of employee performance in enhancing the organizational-performance.1
To determine the importance of customer satisfaction for ASDA.To analyse the impact of employee performance in enhancing customer satisfactionlevels for organizations.To recommend ways in which employee performance at ASDA could be enhanced.Research-Questions:-What is the impact of employee performance in enhancing the organizational-performance?What is the importance of customer satisfaction for ASDA?What is the impact of employee performance in enhancing customer satisfaction levelsfor organizations?What are the possible ways in which employee performance at ASDA could beenhanced?1.2 Identification of those factors involved in research-project selectionBefore the selection of this particular topic for research, researcher had undergonethrough a diversified range of research-topics. The facts and figures available regarding this topicwere more feasible so that's why researcher chose this topic. Further the resources which wereutilised regarding the chosen topic were more relevant and authenticated to be utilised in theresearch. Moreover, the researcher had keen interest in determining the reason behind customersatisfaction levels getting reduced at ASDA. Furthermore, he was interested in knowing the waysin which performance of employees assists an organization to make their customer satisfactionlevels more enhanced. Also, a diversified range of tools and techniques were easily available thatassisted the researcher to analyse the impact imposed by employee performance in enhancementof customer-satisfaction at ASDA. So, diversified set of activities assisted the researcher inanalysing the role played by performance of employees in raising customer-satisfaction levels.LITERATURE REVIEW1.3 Literature review of the key-referencesThe viability of every organization is linked to the performance of employees. AccordingtoDelcourt and et.al, (2013), performance of an employee plays a key role in enhancement oforganizational-performance as well. In an organization, every task that is carried out involves amajor involvement from the side of employees. So, evaluating the performance of anorganization as a whole involves the key role of performance levels of all employees. If the2
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