A Research Report on Employee Motivation and Satisfaction at Waitrose

This report presents a research study on employee motivation and its impact on employee satisfaction at Waitrose, a retail company. The research aims to identify the role of employee motivation in enhancing worker satisfaction. The study investigates factors affecting motivation, including financial ...Read More

Research For Senior
Manager
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK- 1...........................................................................................................................................3
1.1 Suitable area of research........................................................................................................3
1.3 success criteria for research...................................................................................................3
1.4 Develop research question.....................................................................................................4
TASK-2 ...........................................................................................................................................4
1.2 Aim, Background and objectives 4
1.5 Justification of research.........................................................................................................4
TASK-3 ...........................................................................................................................................4
2.1 Research techniques to assess their suitability.......................................................................4
2.2 Suitable research techniques..................................................................................................5
2.3 Research Proposal 5
TASK 4 ...........................................................................................................................................7
3.1 Identify sources of information and literature.......................................................................7
3.2 Critically review the literature...............................................................................................7
4.1 Collect and analyses the data...............................................................................................11
4.2 Synthesis data and information............................................................................................18
5.1 Finding of research project..................................................................................................21
5.2 Recommendations and conclusion.......................................................................................21
CONCLUSION..............................................................................................................................22
REFERENCES..............................................................................................................................24
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INTRODUCTION
The ultimate aim of any organization is to gain maximum profit. This is only possible when they
will be able to fulfill needs and requirement of customers. There are many firms that deliver their
customers with similar products and services (Cerasoli, Nicklin and Ford, 2014). These
companies make use of strategies that enable them to attract more and more customers. Further,
these firms develop strategies, and for each of them, employees are an essential asset. They are
the face of the organization as they have direct interaction with customers. They present the
products and services to customers. With this respect, it is essential to make sure that all the
issues that are faced by them are identified and accordingly steps are taken through which
employees put their full efforts in achieving goals and objectives of the firm. The present report
is on Waitrose which is a retail and aims at delivering high-quality services to customers. The
main aim of this research is to understand the role of employee motivation on worker's
satisfaction.
TASK- 1
1.1 Suitable area of research
There are the different type of issues that are faced by the organization. However one of the
main issues that are faced by most of the companies is high employee retention. There are
different reasons for these issues. Among which one of the reason is de-motivation (Cherian and
Jacob, 2013). When workers are not satisfied with the part of the job that is performed by them,
then they do not get that level of satisfaction. With this respect, it can be stated that employee's
motivation level play the vital role in raising satisfaction level.
1.3 success criteria for research
Workers are the face of an organization, and if they do not perform effectively, then it has a
negative impact on growth of the company. There are different elements that work together with
an aim to achieve organizational goals and objectives. With this respect, employees contribution
is highly beneficial to make sure that desired plan is working on defined objectives. As per the
research, most of the workers within cited firm face issues in relation to effective performance
due to lack of motivation level.
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1.4 Develop research question
 What is the theoretical concept of employee motivation?
 What are the factors associated with employee motivation in retail sector?
 What is the impact of motivation on the satisfaction level of employees?
TASK-2
1.2 Aim, Background, and objectives
Aims- To identify the role of employee motivation on employee satisfaction- A study on
Waitrose.
Objectives-
 To critically analyze the theoretical concept of employee motivation.
 To evaluate the factors associated with employee motivation in the retail sector.
 To determine the impact of employee motivation in employee satisfaction.
 To recommend the ways through which employees can be easily motivated in the retail
organization.
1.5 Justification of research
There are different areas that can be considered by research. However, motivation is an area of
study that makes the employees perform with their full efficiency and effectiveness. There are
other reasons due to which level of motivation gets negatively affected. In this context, it
includes lack of proper interaction, high conflicts, improper environment, etc. With this respect,
it can be stated that motivation level has the high impact over performance level and it has
positive impact on growth and development of the company.
TASK-3
2.1 Research techniques to assess their suitability
Research methodology is an essential part of research that enables to present the data or
information that is collected from various sources. In this context, below given are the various
approaches and methods that fall under research methodology:
Research approach: These are of two type which is deductive and inductive
(Azhdarzadeh, Saei and Mahmoudi, 2015). It includes theories and approaches that help in
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understand the concept of research more clearly. Among this, the deductive approach will be
applied in which all the theories will be covered.
Research philosophy: It is done based on the assumptions for the research. These are of
four type which is pragmatic, interpretivism, positivism, and realism. Among this, in the current
research positivism will be used.
Data collection: There two different type of sources that can be used by the researcher. In
this context, it includes primary and secondary information. Further, all the information that is
collected from primary source should not be disclosed to anyone. There should be confidentiality
maintained. The questionnaire will be used for primary and books, journals, internet source, etc.
will be used for secondary research.
Sampling: It is not possible to make a proper evaluation of data all together. In this
context, sampling helps in proper evaluation of data even if the sample size is high (Daudt, van
Mossel, and Scott, 2013). The sample size will be selected to be 30 employees of Waitrose.
Data analysis: There are two of methods used which are the qualitative and quantitative
method. It includes thematic, hypothesis, etc. Qualitative analysis will be made in which
thematic will be applied for each of the response.
2.2 Suitable research techniques
To collect the data, both primary and secondary data will be evaluated. Further, primary data
will be collected with the help of a questionnaire, and this will be made filled up by 30
employees. All the information will be conveyed to workers, and this will help in the
understanding perception of people towards motivation.
2.3 Research Proposal
Chapter 1
Employees motivation play a vital role in raising satisfaction level. This report will cover all the
aspect with the help of which level of satisfaction can be raised.
Chapter 2
This is a part in which critical evaluation take place for the research. As per the research, there
are different factors that affect the employee motivation level due to which performance of
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workers also gets negatively affected. It will cover all the different authors who have conducted
similar research.
Chapter 3
Sample size will be taken as 30 employees from whom data will be collected to conduct the
research in an effective manner. Further, thematic will be used for making the proper evaluation.
In addition to this, primary and secondary data will be used
Chapter 4
With the help of proper thematic evaluation of questionnaire will be done.
Chapter 5
Recommendations and conclusion will be made for the research outcome.
Timeline
Activity 1th
We
ek
2nd
Week
3rd
Week
4th
Week
5th
Week
6th
Week
7th
Week
8th
Week
9th
Week
10th
Week
Find
Research
Topic
Literatu
re
Review
Drafting
of
methodol
ogy
Finish
Proposal
Design
question
and pilot
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research
Carry
out &
Record
Research
Data
Analysis
and
Making
Graphs
Discussi
on and
Conclusi
on
Final
Report
Editing
&
Completi
on
TASK 4
3.1 Identify sources of information and literature
Data collection is the tool of gathering relevant information related to a topic. Primary and
secondary are two main sources of collecting data. For the research, the researcher has collected
data from the secondary sources. The individual has considered the view point of different
authors. The writer has discussed their perception regarding employee motivation. Investigator
has taken the support of internet, books, journals for conducting this research.
3.2 Critically review the literature
Theoretical concept of employee motivation
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Motivation is the tool which can help in making people loyal towards the organization.
According to this view of Lăzăroiu (2015), the motivational factor is one of the important
element that impacts positively on the employees and increases their satisfaction level of
workers. By motivating people, entities can enhance their performance level, and they will be
loyal towards the brand. Managers of the companies create such environment in which staff
members can feel comfortable and feel trusted. That can help in increasing motivation level of
workers. Likewise, Lau and Roopnarain (2014) said that rewards, monitory benefits can change
the behaviour of employees to a great extent. It can help in encouraging them to perform better
for the welfare o0f the entity. On contrary Dobre (2013) has researched upon employee
motivation with the use balance score card (BSS). Author has declared that outcome would be
better if workers are getting a positive environment in the workplace and if they are motivated.
Job satisfaction is the essential part and can impact on the performance of the worker. As per the
view of Kim and Scullion (2013) motivation act as an energy engine and encourage people to
stay in the workplace for the longer period. Author has analyzed that human needs are one of the
important parts that can support in motivating staff members in the organization. If managers pay
attention to basic needs of workers then people will be loyal towards the brand, and they will
stay in the workplace for longer duration Treviño, den Nieuwenboer and Kish-Gephart (2014)
stated that motivation can drive people well and can support in changing their perception towards
the organization. It assists in achieving the goal of the company effectively. Job satisfaction can
be increased by fulfilling the desires of employees in the workplace. It controls and drives the
behavior of workers and their attitude towards the work. Author has discussed strong relationship
between employee motivation and job satisfaction. A motivated staff member will put their best
efforts, and they will contribute well to achieve organizational goal.
According to the Moriano and et.al (2014) motivation is linked with the overall profit of
the organization, if people are getting positive environment, then they will start liking the
workplace and will fell encouraged. Communication is another factor that leads to motivate
employees in the entities. Proper coordination assists to reduce misunderstanding Thus, workers
can get a friendly environment in which they feel enthusiastic. That motivates them, and people
utilize their skills well. Author has argued that efforts are within the control of a person and can
easily manipulate. The poor performance of work shows a lack of efforts, by giving additional
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cash benefits managers can motivate its staff members and can improve their motivation level.
Whereas, as per the view of Serowik and et.al (2014) flexibility is the element can motivate
people or can demotivate the persons. If organizations are providing a flexible working
environment to people, then they would get sufficient time to spend with their family. That
would encourage them and make them loyal towards the firm. Whereas if entities do not provide
them soft, flexible workplace them, they will feel bounded and will think to leave the job.
Factors associated with employee motivation in retail sector
There are many factors that are associated with the employee's motivation. The retail sector is
the leading sector which gets affected if people are not feeling well in the organizations. As they
will not be able to satisfy customers and they will not resolve their quarries on time. According
to Hon, Chan and Lu (2013) salary or wages are the main essential elements that can motivate
people in the retail sector. Author has stated that if organizations give salaries as per the
capabilities of employees, so the individual will feel satisfied and will perform their duties well.
It is the main factor that is why most of the people leave their jobs and join in another place.
Workers put their best efforts in the workplace and expect to get a monitory increment if firms
fail to give them expected wages, then they feel demotivated which impact on their
performances.
Poole and Jenkins (2013) stated that relationship with subordinates is a major element
that is associated with the employee motivation. Author has argued that organizational structure
plays a major role in building relationship among employees. If a person has good bonding with
the other peer group, then individual will fell comfortable and will discuss their issues easily
with others. It will create a friendly environment for them, and they will be motivated in this
workplace environment. As per the view of Jehanzeb, Rasheed and Rasheed (2013) appreciation
and recognition are leading factors that can motivate people to a great extent. Author has
discussed this factor and stated that if manager appreciates them time to time and give them
honor in front of other for their best performance. Then they will be motivated and will be loyal
towards the company. In the retail sector employees have to deal with customers, and if
managers appreciated them for making strong relationship with consumers, then person will feel
valuable and will be encouraged to continue their hard work.
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According to Lăzăroiu (2015) involvement of employees in the decision-making process
is the main factor that is associated with the motivation of employees in the retail sector. The
researcher explained that if participation of workers is high in creating a system or policy, then
they will feel involved and fell valuable. That will encourage them, and they will be motivated,
but if managers take their decisions by own and do not involve them in the process, then they
will feel dishearten and demotivated. Lau and Roopnarain (2014) stated that job security is the
element that can motivate workers to perform better in the workplace. If people do not get
troubled for leaving the job, then they will be motivated and will perform their work better. The
researcher has argued that people will be more productive if they focus on their work without
having a fear of loosing a job. Insecurity of loosing their employment can decrease their
performance level to a great extent. Likewise, Dobre (2013) has stated that interest working
environment can motivate employees in the retail sector. The researcher has discussed that
motivation comes from the pleasure of performing the job. If a person has an interest in the
particular task, then the individual will perform its responsibility perfectly. But if the individual
has no interest in the particular department and due to work pressure person has to do this task
then the individual will feel demotivated. It is the main element which is associated with
employees motivation.
Impact of motivation on satisfaction level of employees
As per the view of Moriano and et.al (2014) motivation is an essential part of the job that
can encourage people to perform their duties well and to put the best efforts for the good fare of
the company. Motivation impacts positive and enhances their job satisfaction. They feel valuable
in the firm and utilize their capabilities well in the workplace. On contrary Hon, Chan and Lu
(2013) has stated that it impacts negatively on the satisfaction level of workers. As if managers
continuously give a reward to the best performer then average performer persons will get
demotivated and will think to leave the job. It will create a negative environment in the
workplace and people will not feel comfortable in the organization that reduces their satisfaction
level to a great extent.
Jehanzeb, Rasheed, and Rasheed (2013) have stated that reward system and monitory benefits
motivate people and increases their job satisfaction level. The researcher has argued that
monitory benefits fulfill their needs and they feel motivated that make them comfortable in the
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workplace. Whereas Lăzăroiu (2015) has said that when people depend upon monitory benefits
and motivation, then they forgot to work in the causal environment, they create competition in
the workplace that demotivate other to enhance their performance level. Some time they behave
rudely with others. They expect more with the entity, and that is why their satisfaction level get
decreased to a great extent. High motivation can reduce their performance as well. As per the
view of Dobre (2013), motivation and satisfaction have the strong relationship. Motivation
prevents employees to be bored in the workplace and create a sense of energy in them so that
they feel relaxed and perform their duties well. It increases their job satisfaction, and also they
create a positive working environment in the workplace that enhances satisfaction level of other
people too. Encouragement assists to improve satisfaction level of workers so that they like their
job and stay in the organization for a longer period.
4.1 Collect and analyses the data
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Section-A
Demographic information
Name-
Designation of employees-
Age-
Experience-
Section-B
Note- Individual are required to fill the required information in proper manner. The
information disclosed by the individual will not be disclosed to any other party.
1. What are the motivation factors that is used by Waitrose company? Financial incentives Non-financial incentives Acknowledgement All of the above
2. Does your manager or supervisor within the retail store empower you to take a decision on
your own?
 Yes
 No
3. Are you motivated within the retail store?
 Yes
 No
4. Rate your satisfaction level regarding the motivational factors that are used in retail
organization for motivating you?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfy
 Highly Dissatisfy
5. Which internal factor support you to get motivated and committed to the retail store?
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 Salary factor Working environmental factor Promotional factor Employee engagement factor
6. How far are you satisfied with the monetary incentives provided by the retail store?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfy
 Highly Dissatisfy
7. Do you think monetary or non- monetary incentives will influence your level of performance
within the organization?
 Influence
 Does not influence
8. Which one of the following will boost your morale towards the retail organization?
 Job security
 Financial rewards
 Job satisfaction
9. Rate the statement higher level personnel with the retail store are interested in motivating the
staff?
_____________________________________________________________________________
_____________________________________________________________________________
10. Recommend some ways through which employees can be easily motivated within the
organisation?
_____________________________________________________________________________
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What are the motivation factors that is used by Waitrose
company? Number of respondents
Financial incentives 9
Non-financial incentives 11
Acknowledgment 6
All of the above 4
14
Financial incentives
Non-financial incentives
Acknowledgement
All of the above
0
2
4
6
8
10
12
Motivation factor used by the Waitrose company.
Column B

Does your manager or supervisor within the retail store empower you
to take a decision on your own? Number of respondents
Yes 21
No 9
15
Yes manager empowers within the retail stores
Yes
No
Yes
No
0 2 4 6 8 10 12 14 16 18
Employees are motivated within the retail stores
Column B

Are you motivated within the retail store?
Number of
respondents
Yes 18
No 12
Rate your satisfaction level regarding the motivational factors
that are used in retail organization for motivating you? Number of respondents
Highly satisfied 10
Satisfied 7
Neutral 8
Dissatisfy 3
Highly Dissatisfy 2
16
Highly satisfied
Satisfied
Neutral
Dissatisfy
Highly Dissatisfy
0 1 2 3 4 5 6 7 8 9 10
Satisifaction level of employees
Column B

Which internal factor support you to get motivated and committed to
the retail store? Number of respondents
Salary factor 10
Working environmental factor 7
Promotional factor 8
Employee engagement factor 5
17
Internal factor support you to get motivated and
committed within the retail store.
Salary factor
Working environmental
factor
Promotional factor
Employee engagement
factor
Highly satisfied
Satisfied
Neutral
Dissatisfy
Highly Dissatisfy
0
1
2
3
4
5
6
7
8
9
Employees are satisfied with the monetary
incentives provided by the retail store.
Column B

How far are you satisfied with the monetary incentives provided by
the retail store? Number of respondents
Highly satisfied 8
Satisfied 9
Neutral 5
Dissatisfy 6
Highly Dissatisfy 2
Which one of the following will boost your morale towards the
retail organization? Number of respondents
Job security 5
Financial rewards 14
Job satisfaction 11
4.2 Synthesis data and information
Theme 1: Non-financial factors is used by the Waitrose company.
From the gathered and analyzed data, it has been assessed that there are various
motivational factors that are used by the retail company for motivating and boosting the morale
of their staff. From the 30 respondents, most of the employees that are 11 have stated that they
are satisfied with the non-financial factors provided by the retail store for motivating them within
the organization. Along with this, non-financial rewards supports in enhancing their morale
18
Job security
Financial rewards
Job satisfaction
0 2 4 6 8 10 12 14
Financial reward boosts the morale of their
employees.
Column B

towards the retail organization as it supports in acknowledging their services that they deliver to
the stores to their customers. On the other hand, nine selected employees within the organization
have stated that they are more likely to get attracted towards the financial incentives that lead to
motivate them within the Waitrose Company. Moreover, six employees out of 30 focus on
acknowledging factor that motivate them within the organization to render quality services to
their customers those who visits the stores.
Theme 2: Yes manager within the retail firm empowers their employees.
Through reviewing the above graph and tables, it has been assessed that from 30 respondents 21
employees has been satisfied within the retail store as they are empowered and given higher
authority to take the decision by their own. On the other hand, nine employees within the retail
firm have stated that management does not empower them that results in demotivating them
within the organization. It has been further analyzed that with empowering the staff within the
store they can easily motivate and satisfy their employees by allowing them some power within
the organization. Along with this, through empowering the staff, it also enhances the motivation
level of their employees as it supports them in taking their decision on their own. On the other
hand, some employees have stated that empowering them that is giving them power do not result
in motivating them towards the retail organization.
Theme 3: Employees are satisfied within the retail stores.
With the help of accumulating the data from primary sources that is through conducting the
questionnaire it has been identified that employees rendering services within the retail firm are
highly motivated by the management. Out of 30 respondents 18 are in the favor that they are
satisfied and highly motivated within the retail firm as it assists in delivering quality services to
their customers in the form of delivering them required products and services. With the high
motivation within the retail store or supermarket it results in satisfying their employees and staff
towards their job. Along with this, by conducting questionnaire survey within the retail store
around 12 employees has stated that no they are not motivated and encouraged within the retail
firm, therefore, they are not satisfied with their job within the retail store.
Theme 4: Higher level of satisfaction among the employees
From the above graph and accumulated information it has been assessed that employees
those who are rendering services have rated the motivational aspect or factor within the store as
19

it is directly proportional to their satisfaction level. Out of 30 respondents ten employees are
highly satisfied with the motivational aspects that are used within the retail organization. As with
this factor employees effectively and efficiently deliver the quality services within the store that
directly results in satisfying their customers those who visits their store. On the other hand, five
respondents have stated that they are dissatisfied with the motivational aspects that are imposed
within the retail store as it does not result in satisfying the level of staff and employees within the
stores. Along with this, 8 respondents out of 30 is in the neutral state that they are not in the
favor nor are they against it.
Theme 5: Internal factor supports in getting motivated and committed within the retail store.
From the above chart it has been stated that to motivate and enhance commitment among
the staff within the retail store it has been assessed that internal factors play significant role.
There are various internal factors that support the employees and staff to get easily motivate and
encouraged within the stores it mainly include a promotional factor, salary factor or employee
engagement factor, etc. Out of 30 respondents, 10 has stated that they consider salary factor as
the most essential and key factor that assists them in getting motivated and encouraged rendering
services within the retail store. On the other, hand seven employees have stated that working
condition of the retail store support them in getting motivated as they feel encouraged with the
healthy and collaborative environment. Along with this, eight respondents have stated that they
are motivated by the promotional aspects of the stores as it supports them in encouraging and
performing effective activities within the stores.
Theme 6: Employees are satisfied with the monetary incentives provided by the retail stores.
With the help of measuring the gathered, data it has been stated that monetary incentive
provided by the management personnel for their shop floor employees are considered as the key
aspect that prompt and motivate them to deliver quality services to their range of customers.
From 30 respondents 17 has stated that they are satisfied with the monetary incentives that are
provided by their superior in distinct with their services with the retail stores. On the other hand,
eight respondents have an opinion that they are dissatisfied with the incentives provided by the
management as it does not engage in satisfying their employees. Moreover, it is also stated that
with the increasing satisfaction level among the staff it results in delivering the effective services
that directly lead to enhance the overall performance of the organization in the retail industry.
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Theme 7: Financial incentives and rewards boost the morale of their employees.
With the help of reviewing the information and, data it has been assessed that employees
have a different aspiration that leads to motivate within the retail stores. There are numerous of
aspects that motivate different level employees within the cited firm it mainly includes job
security, financial rewards, etc. from 30 respondents almost half of the ratio have their opinion
that financial rewards provided within the workplace motivate them to deliver the effective
services. As they are regarded as the key function that meets all the necessity and requirement of
the individual. On the other hand, 11 respondents have stated that sense of job satisfaction
among the staff within the Waitrose Company has also considered the as effective factor that
supports in boosting the morale of employees. Whereas, nine respondents have voted that job
security lead to encourage and boosts them towards delivering the quality services.
5.1 Finding of research project
From the above conducted secondary research with the help of assessing different sources
it has been found that employee's motivation is considered as the major factor that encourages
and motivates the staff towards contributing adequate services that result in accomplishing the
stated goals and objectives. On the other hand, with the help of drafting the questionnaire it has
also been found that employee motivation is directly linked with the satisfaction among the
employees. With enabling motivation among the staff, they would tend to get committed and
loyal towards the activities of the retail organization (Taylor, 2014). Further it has also been
found that motivation is linked with the attaining the profit of organization, if people are getting
positive environment, then they will start liking the workplace and will fell encouraged.
Communication is another factor that leads to motivate employees in the entities. Proper
coordination assists to reduce misunderstanding Thus, workers can get the friendly environment
in which they feel enthusiastic.
5.2 Recommendations and conclusion
There are some recommendations that must be implied by the management of retail
organization so that they can easily motivate the employees and staff those who are rendering
services within the stores (Dobre, 2013). There are different practices that might be implemented
within the store that easily lead to motivate the staff. It mainly include-
21

 Employee engagement- The foremost recommendation for motivating and leading the
staff within the retail store is through engaging in the practices that ensure engagement of
employees. With the help of engagement practices employees can easily assist in putting
their views and thoughts forward within the store and also make decisions on their own
that lead to enhancing their motivation level. Along with this, employee engagement also
results in Collaborative and Effective organizational culture- It has been assessed that the culture
of employees may act as the barrier to the performance development as well as also
impact on the motivational level of staff (Hauser, 2014). For instance, staff can't resist the
power structure that is authoritative style within the organization demotivate them to
perform the work. Therefore, to motivate and encourage the employees they must engage
in creating collaborative and effective culture that support them in rendering adequate
and required services.
 Monetary and non-monetary rewards- Another recommendation for motivating the staff
within the Waitrose company is to engage in providing monetary as well as non-
monetary rewards so that they can easily enhance the staff activities towards the
organization. Along with this, the monetary reward may be in the form of distributing the
additional profit to staff so that they may meet their financial requirement (Lăzăroiu,
2015). On the other hand, management of Waitrose company must also focus on non-
monetary rewards in form of appreciation, providing gifts etc. that support in motivating
them towards the organization.
CONCLUSION
From the above research it has been sum up that when workers are not satisfied with the part of
job that is performed by them, then they do not get that level of satisfaction. With this respect, it
can be stated that employee's motivation level play vital role in raising satisfaction level. Along
with this, it has also been engaging in conducting the literature review it has been studied that
motivational factor is one of the important element that impacts positively on the employees and
increases their satisfaction level of workers. By motivating people entities can enhance their
performance level, and they will be loyal towards the brand.
22

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