University Research: Employee Motivation in Service Sector Report

This report presents a qualitative analysis of employee motivation within the service sector, based on a research assignment. The study focuses on a manager's experience in managing and motivating employees to deliver high-quality customer service. The report begins with an introduction outlining the rationale for the research, which aims to explore effective motivation techniques. The methodology involves thematic data analysis of semi-structured interviews with managers. Key findings reveal the importance of financial incentives, performance appraisals, and a positive work environment in boosting employee productivity. The reflection section discusses the challenges encountered during the interview process, including time constraints and ethical considerations. The conclusion emphasizes the significance of financial incentives and other motivation techniques to improve employee performance. Appendices include interview transcripts, providing valuable insights into the research.

Business Research
Methods

Table of Contents
INTRODUCTION...........................................................................................................................1
Rationale.....................................................................................................................................1
Data analysis...............................................................................................................................1
Findings.......................................................................................................................................2
Reflection....................................................................................................................................3
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................4
Appendices.......................................................................................................................................5

INTRODUCTION
For the current topic, researcher chooses a manager experience of managing and
motivating employees in the service sector so they are able to provide a good quality service for
customers. In this, report will provide deeper insight about the techniques that can be undertaken
for employee motivation.
Rationale
The reason of choosing this topic is such that it helps the researcher to enhance the
knowledge related to the motivation techniques and its role in the working environment. Further,
the researcher also uses semi- structured set of interview questions which are already prepared in
order to gain the knowledge related to research question. In addition to this, from Tyler and
Hancock (2013) it is also analyzed that it is necessary to motivate employees in order to attain
the define aim and objectives. That is why, researcher chooses this topic so that it will help to
enhance current knowledge.
Data analysis
In order to attain the defined aim and objectives, researcher chooses thematic data
analysis under which researcher identify point of view of all selected interviewee related to
research topic. In this, researcher first select the respondent i.e. Manager of service sector and
prepare the checklist in which 5 questions are asked so that it will be easy to determine their
perception. Moreover, questionnaire is also prepared which contain number of questions that will
be asked while conducting an interview. On the basis of that, interpretation is done that clearly
define the research aim or topic (Aima and et.al., 2017). After conducting an interview again the
checklist is prepared in which researcher ask questions and then final conclusion is drawn in
order to identify the manager experience of managing and motivating employees so that they
provide better quality of products to their customers without any issue.
In addition to this, finding will help to determine whether service industry uses best
motivation techniques in order to enhance employee productivity or not. Through thematic data
analysis concept, researcher easily concluded the results which helps in determining the
experience of manager is positive or negative (Ekundayo and Ajanaku, 2018).
Findings
Theme 1:
1

From this, it is find out that in service industry majority of the managers are not satisfied with the
current motivational technique and as a result, there is a need to change and implement new
techniques that helps to keep motivate employees in order to provide best results to the
customers.
Theme 2:
From second question of interview, it is determine that majority of managers uses financial form
of incentives as a motivation technique in order keep the employees motivated. Such that Kiruja
and Mukuru (2018) also stated that by providing rewards system in the form of monetary benefit
will help the business to keep enhance the productivity of employees in order to attain the
defined aim.
Theme 3:
From this, it is interpreted that performance activity is also consider another motivation
technique which is used by manager of service sector in order to increase employee motivated.
Further Omollo and Oloko (2015) stated that by providing rewards, evaluating the employees
performance and praising helps to keep employees motivated. Through this, an employee easily
learning about the values and feel that they are also an important part of the company.
Theme 4:
From the question, it is easily identify that by providing financial and non-financial motivation
techniques to the employees will help the business to increases its efficiency. Moreover, by using
performance appraisal technique, company also keep motivating their employees to attain the
defined aim and objectives (Ibrahim and Brobbey, 2015).
Theme 5:
it is analyzed that by providing best financial incentive technique the company easily motivate
their employees. But in the same time, if the working environment of the company is not good,
then it affect the overall working environment (Syafii, Thoyib and Nimran, 2015). Further, if the
company did not comply with laws and legislation, then it also leads to create negative impact
upon business and demotivate employees and their performance.
Reflection
The overall interview and analysis process is good and I also gain enough knowledge
through this. Such that I raise my communication skills and also analyses that taking an
interview is not an easy task. Further, I faces issue while conducting the interview is such that
2

when the results are come I faces difficulty to analyze the results and at the end it affect the
outcomes as well. Moreover, I also found that interview method is consider time consuming
method and the respondents answers also affected by the race, class, age and physical appearance
(Martini and Sarmawa, 2019. In the same way, there are chances to affect the results of my
interview as well.
In addition to this, the questions asked to the interviewee are quite specific to the business
and that is why, it did not affect my quality results in opposite way. On the other side, I faces
ethical issue related to maintaining confidentiality and due to having less time, it also affect my
results in adverse way. Further, I also analyses that qualitative research method did not provide
exact results as compared to quantitative data analysis. That is why, in my future, I will also uses
quantitative data analysis methods so that I got exact results by using effective software as well.
CONCLUSION
By summing up above report it has been concluded that majority of the respondents are
in favor that there is a need to opt financial incentives techniques. This in turn helps to keep the
employees motivates and generate best results as well.
3

REFERENCES
Books and Journals
Aima, H. and et.al., 2017. Model of Employee Performance: Competence Analysis and
Motivation (Case Study atPT. Bank Bukopin, Tbk Center). Leadership.5. p.5.
Ekundayo, O. A. and Ajanaku, E. A., 2018. The Impact of Motivation on Employee
Performance in Selected Insurance Companies in Nigeria. International Journal of
African Development.5(1). pp.31-42.
Ibrahim, M. and Brobbey, V. A., 2015. Impact of motivation on employee performance. The
case of some selectedMicro Finance Companies in Ghana. 2(5). pp.45-62.
Kiruja, E. K. and Mukuru, E., 2018. Effect of motivation on employee performance in public
middle level Technical Training Institutions in Kenya. IJAME.
Martini, I. A. O. and Sarmawa, I. W. G., 2019. The Role of the Employee Work Motivation in
Mediating the Work Culture towards Their Performance. Jurnal Ekonomi & Bisnis
JAGADITHA.6(1). pp.15-21.
Omollo, P. A. and Oloko, M. A., 2015. Effect of motivation on employee performance of
commercial banks in Kenya: A case study of Kenya Commercial Bank in Migori
County. International journal of human resource studies. 5(2). pp.87-103.
Syafii, L. I., Thoyib, A. and Nimran, U., 2015. The role of corporate culture and employee
motivation as a mediating variable of leadership style related with the employee
performance (studies in Perum Perhutani). Procedia-Social and Behavioral
Sciences. 211. pp.1142-1147.
4

Appendices
Transcript of interview:
Question 1: Are you satisfied with the current motivation techniques applied by your industry?
Interviewee 1: No, I am not satisfied with the current motivation techniques applied by an
industry.
Interviewee 2: No, because of sudden change in the preference affect the motivation techniques
implementation program in adverse way.
Question 2: What are the pattern of motivation you provid to your employees?
Interviewee 1: I generally provide financial incentive technique to motivate employees
Interviewee 2: I uses rewards system to motivate employees.
Question 3: Do you think that performance appraisal activity helpful in motivating?
Interviewee 1: yes, definitely it affect the employee performance to provide better quality of
products.
Interviewee 2: I am completely agrees with this.
Question 4: Does incentives and other benefits influence employee performance?
Interviewee 1: Yes, incentives and financial activities affect the employee performance.
Interviewee 2: yes, it affect in positive way.
Question 5: What obstacles stop employees performing its best?
Interviewee 1: Negative working environment affect the employee performance in opposite way
Interviewee 2: If manager did not implement motivation technique then it affect employee
performance.
5