Employee Motivation and Customer Satisfaction

The assignment discusses the significance of employee motivation in maintaining focus towards work and achieving company targets. It suggests various means of motivating employees, such as incentives and extra leaves, which can lead to increased customer satisfaction. A thematic analysis is presented, highlighting the importance of employee motivation for Qbic hotel success.

RESEARCH PROJECT

INTRODUCTION
Employee motivation is considered as a way by which a company can be able to motivate
its employees so that a happier environment can be maintained in the work place. Also, it helps
in maintaining the focus of the employees in work which can further help the company in
achieving higher results as well (Lazaroiu, 2015). Motivation to the employees can be provided
by various factors such as by means of increments, incentives etc. providing some sort of
motivation on a continuous basis can help in making the employees happy and thus by
maintaining a healthier and happier environment in the Qbic hotel. The report is about analyzing
the relationship between employee motivation and customer satisfaction.
TASK 1
1.1 Formulation of the specifications
Employee motivation is considered as a process in which the specified company, by
various means tries to make the employee happy so that they can stay attentive to the work and
further help in bringing better results for the company. It is obvious enough that if an employee
will be happy, then ca n satisfy the customer as well.
1.2 Factors contributing the processes
The reason of this study is to comprehend the need of employee motivation in Qbic hotel.
It is because motivation plays a very important role in bringing effective results. So, this is to
analyze various methods which are being used in the Qbic hotel for providing motivation to the
employees.
1.3 Literature Review
Various methods of employee motivation
There can be considered various methods for motivating the employees such that the
Qbic hotel can provide their employees some sort of increments or incentives on a regular basis
so that the employees can stay more focused and further contribute to achieving all its targets and
goals at faster rates. According to Lazaroiu (2015), there are some under performing employees
as well in every company, so some will be present in Qbic hotel as well. Although the hotel
should focus on motivating every employee of the organization, but special attention should be
given to the ones having very decreased level of confidence and motivation. The hotel can also
include them in various important decisions of the company so that they can consider the fact
that they are an essential part of the company. This will help in boosting their confidence level to
much extent and will also beneficial for the company as they can also work harder in order to get
all the objectives.

Role of employee motivation on customer satisfaction
As per Güngör (2011), employees play a very vital role in dealing with the customers.
They know how to manipulate a customer and provide them the best and suitable arrangements.
As in the Qbic hotel, the customers must be needing perfect bedrooms with clean washrooms and
a rich dining experience so that they do not have to go somewhere else to take food etc. So, the
employees can ensure the fact that they can deliver the customers, a perfect and comfortable
experience so that they can get satisfied to the fullest and they do not have any complaints
regarding the servicing as well. In contradiction, Sandhya and Kumar (2011), all customers want
privacy and comfort. So, if the employees will be happy and motivated enough, they can very
happily provide all the necessary requirements to the customers so that they can have a
comfortable stay there. These factors further leads to the more and more number of satisfied
employees and along with it, proves beneficial for the hotel to achieve all its targets and goals.
The employee motivation plays a very important role in satisfying the customers because when
employees will stay happy, it is an obvious fact that they will keep their focus more towards the
work, however, they can provide the customers what they want which will help in satisfying the
customers.
1.4 Aim and Objectives
AIM
To Assess the Impact of Employee Motivation on Customer Satisfaction in Qbic hotel
Objectives
 To understand various methods of employee motivation
 To ascertain the role of employee motivation on customer satisfaction in Qbic hotel.
 To recommend the various employee motivation techniques which can enhance in Qbic
hotel
1.5 Gantt chart
Objectives Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8
Identificati
on of the
issue
Determinat
ion of the

aim
Setting of
the
objectives
Formulatio
n of themes
as per
information
collected
Implementi
ng research
methodolog
y’s
Collecting
primary
data and
information
TASK 2
2.1 Research questions
Q1. What are the various methods for employee motivation?
Q2. What is the influence of employee motivation on providing satisfaction to the customers?

2.2 Undertaking of the investigating of the research
Research is considered as a systematic way in which the researcher collects the complete
information about the specific topic. That information and data helps in increasing the
knowledge. A research method is considered as a whole structure that has been prepared
previously and it is being used in the whole research. There are various aspects of the research
and all of them are discussed as following :
Research strategy
Research strategy is termed as a method that includes the involvement of various
techniques and strategies that can help the research in some complex or complicated situations. It
includes all the techniques and methods of which the researcher make use in the research. It is
divided in two types (Skudiene and Auruskeviciene, 2012). First is the qualitative and the other
is the Quantitative. In this research, qualitative strategy will be used as it can help in analyzing
better role of employee motivation in Qbic hotel more than the quantitative one.
Research Philosophy
It can be considered as a sort of opinion in which the information for all the research will
be collected. The process can be categorized in four types namely the pragmatism,
interpretivism, positivism and realism. IN pragmatism, it can support maximum designs. It can
further be defined as the qualitative and the quantitative. Interpritivism deals with only smaller
researches and it generally involves the qualitative information. In this research, positivism will
be used because it involves largely structured samples, so it further helps in analyzing better the
relationship between employee motivation and customer satisfaction.
Research approach
Research approach is a method which helps in increasing the effectiveness of the
research. It can be further categorized in inductive and deductive ways (Dobre, 2013). In this
research, deductive approach can be used as in employee motivation, there is no need of
deriving new theories. It can be done on the existing ones, so the researcher, rather than
considering the inductive one will refer to the deductive one in analyzing the role of employee
motivation on satisfying the customers in Qbic hotel.
Data analysis
Analysis of data is considered a collection of data and information in a way that it can be
of some use in the research. It can be collected in two ways, primary and the secondary. Here,
primary data can be used. Different means of sources can be interviews, surveys, focused groups
etc. secondary data is classified as the information which has been gathered by some other
person and it is being collected by online, books or journals. So the data from interviews and

surveys can help the researcher more in analyzing the status of employee motivation on customer
satisfaction in Qbic hotel.
Sampling
Sampling is a process and in this, a few samples are gathered out from a large number of
population and interviews are been taken from them. It is further categorized in sub types such as
stratified sampling, SRS, cluster sampling etc., but here, simple random sampling is used in
which few random samples will be taken from a number of population and interviews will be
taken from them in order to analyses the role of employee motivation on customer satisfaction.
Research limitations
Research limitations are considered as the factors that can act as a challenge or a barrier
at some point of the research. Like in case if the researcher decides the fact that they can put
some more time in the research, in that case, the person should also consider the fact that if the
time duration will be extended, in that case, more resources will be required as well which means
more cost as well. If in case, these two resources are not present, then the research may have to
stop. So in that case, the researcher should ensure the fact to complete the research in a given
time duration only so that any such elements cannot act as the limitation factors.
2.3 Recording and collection of data
Theme 1 : The importance of Employee motivation in Qbic hotel
. Do you think is there any importance of
employee motivation?
Frequency
Strongly disagree 2
Disagree 3
Neutral 1
Agree 4
Strongly agree 10
Theme 2 : Means of employee motivation can help the customers the most

What means of employee motivation can
satisfy the customers the most
Frequency
Incentives 4
Increments 13
Extra leaves 3
Theme 3 : There is an interaction between employee motivation and the satisfaction rate of
customers
Do you think there is an interaction between
employee motivation and the satisfaction rate
of customers in Qbic hotel?
Frequency
Yes 17
No 3
TASK 3
3.1 Analysis
Qualitative Analysis
Qualitative analysis s considered as the analysis in which the researcher make use of the
theories or surveys as it can help the researcher more in analyzing the relationship between

customer satisfaction and employee motivation. This analysis make use of the subjected
judgment that is based upon the un quantifiable data and information. The qualitative data is the
information and data that cannot be measured in general. Although they have been proved and
with the help of those, the researcher tries to determine the current analysis.
Quantitative analysis
Quantitative analysis is considered as the analysis in which the information is collected
on the basis of figures, tables and statistics. In this research, quantitative analysis will not be
used as the information from qualitative one can help in determining the relationship better. The
quantitative analysis make use of the highly structured and strong techniques like it may be some
questionnaire etc.
3.2 Thematic Analysis
Theme 1 : Employee motivation is important for Qbic hotel

Description: After the analysis made, it has been ob served that 10 employee of the Qbic hotel
agrees to the fact that employee motivation is important and plays a very essential role. it is
because they understand the fact that happy employees can lead to increasing rate of success.
Similarly, other four employees also think the same. One employee is neutral of the fact that
whether it is important or not for the Qbic hotel. three employees does not agrees to the fact that
they think it is not of any importance and similarly two other employees also do not agree to this
as they also think that it is of no use and cannot help the hotel in achieving success.
Theme 2 : Means of employee motivation can help the customers the most
DESCRIPTION: There are various means of motivation, that the Qbic hotel can give it to its employees.
13 employees of the hotel think that providing some sort of increments can help in motivating the most.
Four other employees think that any sort of incentives, whether they are no monthly basis or on yearly
ones, can act successful in motivating and boosting their confidence so that they can stay focused towards
the work. Three other employees think that instead of these incentives and increments, some extra leaves
can help the most.

Theme 3 : There is an interaction between employee motivation and the satisfaction rate of
customers
Description : There is a very essential interaction between the motivation rate and the
satisfaction rate of the customers. 17 employees of the hotel think that yes, there is a very
important relationship between the two as if more and more employees are motivation, they can
focus better on the work which can further help the Qbic hotel in achieving the success and all its
targets. Three employees of the hotel dis not believed there is no interaction between the
employee motivation and customer satisfaction.
3.3 Findings and Analysis
It has been found from the whole report that there is a need of employee motivation in
every sector just to maintain the focus of the employees towards the work and towards achieving
all the targets and goals of the specific company in a faster amount of time. For that, the Qbic
hotel can adopt various techniques like giving incentives etc. to the employees regularly,

providing them some extra week offs, etc. Such means can actually relax the mind of the
employees, thus it can help them in considering the fact that they are also important factors of the
company, so this factor helps in boosting their confidence level to a much extent which can
further prove beneficial for the hotel in achieving all its targets and goals.
TASK 4
4.1 Presentation
CONCLUSION
It can be concluded from the report that employee motivation acts as a very important
role in satisfying the customers because a company knows when the employees will stay happy,
they can have a strong focus on the work as well which can further prove beneficial for the Qbic
hotel itself. So the hotel included various means of motivating the employees such as increments,
extra leaves and incentives to the employee which proved successful till an extent in satisfying
the customers.