Training and Development of Employees on Customer Satisfaction : Case Study on ASDA

Research Project

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Overview of research........................................................................................................1
1.2 Background of research....................................................................................................1
1.3 Research aim....................................................................................................................2
1.4 Research objectives..........................................................................................................2
1.5 Research questions...........................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................3
2.1 Introduction......................................................................................................................3
2.2 Effectiveness of training and development......................................................................3
2.3 Resources necessary for gaining customer satisfaction in ASDA....................................4
CHAPTER 3: RESEARCH METHODOLGY................................................................................5
3.1 Types of methodology......................................................................................................5
3.2 Data sampling...................................................................................................................5
3.3 Sources of data.................................................................................................................6
3.4 Limitations........................................................................................................................6
CHAPTER 4: DATA ANALYSIS..................................................................................................7
4.1 Data analysis.....................................................................................................................7
4.2 Data and relation variables...............................................................................................8
CHAPTER 5: CONCLUSION AND RECOMMEDATION........................................................17
5.1 Conclusion......................................................................................................................17
5.2 Recommendations..........................................................................................................17
REFERENCES..............................................................................................................................17

TITLE: “ To identify effectiveness of training and development of employees on customer
satisfaction”. A case study on ASDA.
CHAPTER 1: INTRODUCTION
1.1 Overview of research
In today's competitive business environment, employees of firm play a significant role in
the success of company. For achieving its set goals and objectives in an effective way, it is very
important for every firm to ensure effective management of human resources at workplace.
Training and development is one of the most integral parts of human resource management. One
of the benefits of T&D is that it enhances skills of employees and help enterprise in offering
quality products and services to customers. Further, it helps the firm in gaining satisfaction of its
customers (Luo and Homburg, 2013). ASDA is a big retailer based in the UK which offers
different type of products and services to its customers. Enterprise provides training to all its
employees in order to enhance their skills, abilities and knowledge so that they can offer better
and quality services to its customers. It is essential for every enterprise to offer high quality and
unique products to its customers as this firm gains loyalty of clients and at the same time
provides various long term advantages to them. Further, it is essential for the firm to treat all its
employees in a fair manner.
1.2 Background of research
Training is known as one of the most integral parts of every enterprise as this helps in
developing employee's skills which assist organisation in gaining customer satisfaction. Training
helps in creating a positive work environment which contributes in the success and growth of
company (Regis,2008). Purpose of research is to examine customer satisfaction with the help of
training and development in ASDA. Firm operates on international level and offers various types
of products and services to satisfy the needs of its customers. Aim of this research project is to
examine the effectiveness of training programmes. Managers formulate effective plans and
policies in order to attract a large number of customers as well as to increase sales and profits of
company.
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1.3 Research aim
Aim of this research is “To identify effectiveness of training and development of
employees on customer satisfaction”. A case study on ASDA.
1.4 Research objectives
Determining outcomes of various types of research is one of the most integral parts of
every investigation. Case study of ASDA is taken in this report to analyse the purpose of
research. Major objectives of this research are:
 To identify effectiveness of training and development of employees on customer
satisfaction. A case study on ASDA.
 To identify the ways in which T&D (training and development) help in enhancing sales
of various products of ASDA
 To examine various methods available to gain customer satisfaction
 To determine the impact of T&D programmes on satisfaction of customers
1.5 Research questions
Research questions are known as one of the most integral parts of every type of research.
Questions of study are basically prepared on the main title of research. It is essential for the
researcher to formulate better and effective research questions in order to draw valid and
effective conclusion about main topic of research (Ryu, Lee and Gon Kim, 2012). Questions of
this research are as follows:
 What is impact of training and development programmes on satisfying the needs of
customers in a better way?
 What are the major methods of training to increase sales of ASDA’s products?
 What is the effectiveness of T&D programmes on satisfaction of customers?
 What are the major methods and tools to gain customer satisfaction?
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