Employee Motivation and Customer Satisfaction: A Research Project

This research project investigates the relationship between employee motivation and customer satisfaction, particularly within the context of Qbic Hotel. The project outlines the formulation of research specifications, including identifying contributing factors, conducting a literature review, and defining aims and objectives. The research employs qualitative methods to explore the impact of various employee motivation techniques, such as incentives and increments, on customer satisfaction. Data is collected through primary research, including surveys and interviews with hotel employees, and analyzed thematically to identify key findings. The study concludes that employee motivation plays a crucial role in enhancing customer satisfaction, as motivated employees are more likely to be engaged and focused on delivering excellent service. The report recommends specific employee motivation strategies to improve overall performance and customer experience at Qbic Hotel. Desklib provides access to this and other solved assignments.

RESEARCH PROJECT

Table of Contents
INTRODUCTION.......................................................................................................................................4
TASK 1.......................................................................................................................................................4
1.1 Formulation of the specifications.......................................................................................................4
1.2 Factors contributing the processes.....................................................................................................4
1.3 Literature Review..............................................................................................................................4
1.4 Aim and Objectives...........................................................................................................................4
1.5 Gantt chart.........................................................................................................................................4
TASK 2.......................................................................................................................................................4
2.1 Research questions............................................................................................................................4
2.2 Undertaking of the investigating of the research................................................................................4
2.3 Recording and collection of data.......................................................................................................4
TASK 3.......................................................................................................................................................4
3.1 Analysis.............................................................................................................................................4
3.2 Thematic Analysis.............................................................................................................................4
3.3 Findings and Analysis........................................................................................................................4
TASK 4.......................................................................................................................................................4
4.1 Presentation.......................................................................................................................................4
CONCLUSION...........................................................................................................................................5
REFERENCES............................................................................................................................................5

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. 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 focused towards 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. The organization can involve
various means of motivation in order to make the employees happy and some very well known
and common examples of this can be concluded as providing incentives or increments to the
employees because by such means the employee also considers the fact that they are important
for the company and it further helps in maintaining their focus towards work and in achieving all
the targets and goals of the company.
1.2 Factors contributing the processes
The reason of this study is to understand 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.
Role of employee motivation on customer satisfaction

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
Basis 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
Based on
themes,
information
and
information
is collected

Implementa
tion of the
research
methodolog
y’s
Collection
of primary
data and
information
TASK 2
2.1 Research questions
Q1. What are the various methods for employee motivation?
Q2. What is the impact of employee motivation on customer satisfaction?
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
classified in two types. First is the qualitative and the other is the Quantitative. In this research,

the researcher will make use of the qualitative strategy because it can help in analyzing better the
role of employee motivation in Qbic hotel more than the quantitative one.
Research approach
Research approach is considered as a method that the researcher use in the research. It
can be further categorized in inductive and deductive ways. In this research, the researcher will
make use of the deductive one because 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 or the secondary. In this
research, the researcher will make use of the primary data as primary data is the data that is being
collected for the first time and various means of sources can be interviews, surveys, focused
groups etc. secondary data is the data that has been already collected by some external body and
it can be 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 considered as a process in which a few samples are taken out from a large
number of population and interviews are been taken from them. Sampling can be categorized in
various types such as stratified sampling, simple random sampling, cluster sampling etc., but in
this research, the researcher will make use of the simple random sampling in which few random
samples will be taken from a number of population and interviews will be taken from them in
order to analyze the role of employee motivation on customer satisfaction.
Data Collection
Data collection is considered as a way of gathering the data. It can be done by either the
primary way or by the secondary one. Primary collection is that method of gathering the
information and data that is being gathered for the first time but secondary collection of data is
that which has been already collected by some external body. In this research, the researcher will
make use of the primary data because it will help in understanding the employee motivation for
satisfying customers better.
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 a relationship between employee motivation and customer satisfaction
Do you think there is a relationship between
employee motivation and customer satisfaction
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.
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, the researcher will not make use of
the quantitative analysis as the information from qualitative one can help in determining the
relationship better.
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 a relationship between employee motivation and customer satisfaction
Description : There is a very essential relationship between employee motivation and customer
satisfaction. 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 do not agree to the fact and think that there is no relationship between the
employee motivation and customer satisfaction.
3.3 Findings and Analysis
It has been analyzed from the evaluation that employee motivation is actually very
important because when employees of an organization stay happy, they by various means try to
achieve all the targets and goals of the company. As in case of Qbic hotel as well, they can
motivate the employees by various means such as by providing them incentives, increments etc.
also, it has been analyzed that the researcher has used the primary data collection to achieve all
the objectives and has taken a sample size of 20 employees.
TASK 4
4.1 Presentation
Covered in PPT
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.

REFERENCES
Books and Journals