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(PDF) Customer Satisfaction and Employee Satisfaction

   

Added on  2021-05-27

22 Pages4384 Words213 Views
Leadership ManagementDesign and CreativityData Science and Big DataStatistics and Probability
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Running head: RESEARCH PROJECT PROPOSAL RESEARCH PROJECT PROPOSALName of the StudentName of the UniversityAuthor Note
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1RESEARCH PROJECT PROPOSALTable of Contents1. Introduction..................................................................................................................................21.1 Research aim and objectives..................................................................................................21.2 Research Question.................................................................................................................32. Literature Review........................................................................................................................32.1 Theoretical perspective of customer satisfaction and employee satisfaction........................32.2 Issues of Customers satisfaction............................................................................................52.3 Issues of employee satisfaction and cultural value................................................................53. Methodology................................................................................................................................63.1 Philosophical perspective......................................................................................................63.2 Data analysis method and justification..................................................................................73.3 Research design.....................................................................................................................83.4 Research data collection method and process of sampling...................................................93.5 Mode of data analysis..........................................................................................................104. Gantt chart (project lifespan).....................................................................................................104.1 Explaining key milestones...................................................................................................114.2 Anticipation of challenges...................................................................................................124.3 Strategy to overcome the situation......................................................................................125. Evaluation of ethical issues.......................................................................................................135.1 Recommendation and Conclusion.......................................................................................13References......................................................................................................................................15Appendices....................................................................................................................................18
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2RESEARCH PROJECT PROPOSAL
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3RESEARCH PROJECT PROPOSALTopic: Impact of Customer satisfaction factors on Employee in the Hospitality Industry1. IntroductionCustomer satisfaction is one of the important aspects in the hospitality industry and that isthe reason most of the hotel, spa industries take a good care of employees The concern view overcustomer satisfaction is the main criteria of them. A separate section is being allocated forcustomer complaint handling and rapid mitigation process so a long team is also associated withthat. Good communication with customers will help in that case to understand the need for themand process their hotel formulation accordingly. All sorts of customers approaching hotelanticipate an agreeable understanding of human handling (Wang, Chen and Chen 2012).Retaining customers is an appropriate process and a very challenging one also in exceedinglycompetitive business acceleration. This is the major aspect of the business to retain those andhave a better situation after some time.The basic need of the proposal is to highlight that impactful situation that confronted bythe employee by delivering better customer satisfaction. The level of satisfaction andprofitability due to that is the key advantage of the process and quality of hotel infrastructure,employee and loyalty is the major aspect of business in that process. 1.1 Research aim and objectivesThe aim of the research is to deliver the impact of customer satisfaction on employees,that signifies the possibilities that employee will earn due to the customer satisfaction andloyalty. The objectives are:
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4RESEARCH PROJECT PROPOSALTo evaluate the profitability that organization will get due to customer retention. To identify the possible factors that are liable for the employee engagement to deliver thebest service to customers.To highlight the positional security that an organization has found for the retention ofcustomers and satisfied employees. 1.2 Research QuestionThe possible research question will beWhat intrinsic impact that employees will found to deliver their service to same satisfiedcustomer every time?2. Literature Review2.1 Theoretical perspective of customer satisfaction and employee satisfactionThe process of satisfaction for employees and customers are in the same chain. Asemployees have the responsibility to satisfy customers' by all means so organizationinfrastructure, policies, reward and recognition structure, increment policy, work-life balancesituation and organizational environment all these are important for employee satisfaction (Ryu,Lee and Gon Kim 2012). Some of the independent variables are always present in this situation.
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5RESEARCH PROJECT PROPOSALManagement RelationshipPolicies & ProcedureJob InvolvementEmployee SatisfactionCustomer SatisfactionIndependent VariableIntervening VariablesDependent VariableFigure 1: The theoretical analysis of developing Customer satisfaction through employee(Source: Created by Author)Management relationship with employees is the key matter of business and that is thereason employee understands their position in the organization and a good relation help to findthe situation employee is in. The engagement with employees is the key aspect of business andthose effects on the policies and procedures also (Lee et al. 2013). The policies should helpemployees to formulate their work and have a good structure of reward and recognition so thatmotivation will be gained through that. As asserted by Amin et al. (2013) the involvement withthe job and organization will come in that process when an employee understands the situationthey are in and organization deliverance towards them. This process will influence them to workand help to deliver the process of customer satisfaction through them.
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