Impact of Employee Motivation on Customer Satisfaction: A Case Study on Red Carnation Hotel

“Does employee motivation essential in enhancing satisfaction level of customer? A
case study on Red Carnation Hotel.”
Objectives
• To understand the concept of motivation and
customer satisfaction
•To identify the link between motivation and
satisfaction to customers.
To understand the impact of employee motivation
on customer satisfaction at Red Carnation Hotel.
•To make recommendation which will raise
motivation level of employees.
Recommendation
In order to over come the problems, below given are the steps
that can be followed by Red Carnation Hotel to raise motivation
level and customers satisfaction:
Motivational theories: There are different type of theories
that can be implemented by the firm. Among which one of the
effective theory that can be implemented is Maslow's hierarchy of
need. This is a type of theory that covers all the areas through
which workers can be motivated.
Reward system: Workers should be provided with rewards
as per their performance as it boost up the moral and will interest
the willingness towards work.
Resolving conflicts: Issues or problems that are faced
Project Summary
The study explores the impact of motivated
workers on improving satisfaction level of
customers. There are different aspects that
are considered by the organizations. further,
many strategies are applied that helps in
improving level of motivation level in
employees. Both customers satisfaction and
employees motivation level are linked with
each other.
Methodology
Primary research was conducted; with the
use of questionnaire. all the questions are
included that will help in achieving the
objectives and aim. further, both qualitative
and quantitative methods. there are about
20 employees taken as sample size.
through questionnaire, researcher will be
able to understand the perception of
employees towards motivation and areas
that organization lacks towards their
employees. Further, it will also help in
identifying the satisfaction level of
customers and whether employees are
able to deliver them proper services or not.
Literature
The study begins with a critical
appraisal of the literature in which
concepts are clarified of customers
satisfaction and employee motivation.
further, it covers the the link between
motivated employees and customers
satisfaction. from the LR, it has been
identified that there is close relation
between both of them. further, it
identifies the impact of employees
motivation in raising customers
satisfaction. lastly, there are different
strategies that are covered that enables
to raise motivation level of employees.
Conclusion
As per the finding, it can be stated that
workers are the face of organization as
they are one who present the services
and products that are delivered by the
organization. Further, it also has been
identified that motivated workers are able
to satisfy their customers. It is essential
that management understand their
customers and taken appropriate steps
that will be helpful to make improvement
in services. There are many
organizations that deliver similar services
like Red Carnation Hotel. It becomes
difficult for them to compete effectively
where employees are demotivated. In
order to overcome this issues, one of the
effective strategy is to develop strong
interaction with managers.
Findings
The main points arising from this
analysis are that motivation really
does has high impact over the
satisfaction level of customers.
when management is not able to
make their workers motivated,
then it has negative impact over
the perception of customers and
they get demotivated and it also
affects the satisfaction level of
customers
Student
Name