Impact of Employee Satisfaction on 3mobile's Performance

This report investigates the impact of employee satisfaction on the business performance of 3mobile, a UK-based mobile network company. The study aims to analyze 3mobile's staff and employee satisfaction approaches, identify factors influencing employee satisfaction, and determine how these factors affect satisfaction levels. The research includes a literature review covering employee satisfaction, organizational performance, and relevant theories. The methodology involves a questionnaire distributed to 3mobile staff and managers. The report presents findings, analysis, and a conclusion, highlighting the connection between employee satisfaction and business outcomes. The research emphasizes the importance of a motivated workforce for achieving organizational goals and objectives, customer satisfaction, and overall business success. The report also explores the factors that contribute to employee satisfaction, such as working conditions, pay, and relationships with colleagues. Finally, the report highlights the importance of employee satisfaction for the financial and market performance of a company.

BUSINESS INTEGRATION
PROJECT

TABLE OF CONTENTS
INTRODUCTION..............................................................................................................1
Background of the company.........................................................................................2
Research aim & Objectives..........................................................................................2
Research questions......................................................................................................2
Expected Outcomes.....................................................................................................2
Academic Area and general business context of the problem......................................3
LITERATURE REVIEW....................................................................................................4
Employee Satisfaction..................................................................................................4
Organizational performance.........................................................................................4
An analysis of the staff and employee satisfaction approach use by the 3 mobile.......6
To determine the different factors and how these factor influence in the satisfaction
level of 3mobile employees..........................................................................................6
RESEARCH METHODOLOGY........................................................................................8
Introduction...................................................................................................................8
Research approach......................................................................................................8
Research Philosophy....................................................................................................8
Research Design..........................................................................................................8
Data Collection............................................................................................................. 9
Sampling.....................................................................................................................10
Data Analysis..............................................................................................................10
Ethical Issues............................................................................................................. 10
QUESTIONNAIRE FOR STAFF AND MANAGERS......................................................11
EVALUATION AND ANALYSIS.....................................................................................14
Findings...................................................................................................................... 14
Analysis...................................................................................................................... 20
Summary of the Findings............................................................................................27
CONCLUSION............................................................................................................... 28
REFERENCES...............................................................................................................29

INTRODUCTION
One of the most important things which matters to an individual who is working in
an organization is job satisfaction (Albrecht, 2012). It plays a crucial role in the
performance of the business because there is a direct connection between employee
satisfaction and firm’s performance. It is impossible for corporates to achieve their goals
and objectives without the support from the workforce (Albrecht, 2012).
Employees are the real people behind success and their efforts are significant.
There is a need of satisfied and motivated workforce who is capable of achieving
extraordinary results. Workers contribute towards achievement of targets, productivity
and quality of work (Price, 2011). Companies need to make plans about staff dedication
and commitment and how it can be improved. Focus is to be made on strengthening
their commitment towards the business. Increasing staff satisfaction is very significant
factor for the success of firm (Schein, 2010). Customer satisfaction is expected to be a
natural corollary of satisfaction and ultimately, company’s success is the result of those
two factors (Cattermole, Johnson and Roberts, 2013).
There is a need to establish a work environment where employees can give
quality response for the needs of the consumers. It acts as the key to pull the service-
profit chain of the business (Qualls, 2008). Satisfied employees render good
performance as compared to dissatisfy ones. It not only enhances the productivity but
also increases the quality of the work.
There is a cause and effect relationship between these factors. It is not feasible
to uphold customer loyalty without employee loyalty. The service depends upon the
company who offers that service. Roberts, (2013), three factors cannot be enforced on
people such as loyalty, devotion and volunteerism. It can be enforced only through
providing them an encouraging and satisfying work environment
Employees are the financial backbone of company. Their efforts increase the
profitability and revenues for business (Hafeez and Aburawi, 2013). They are also
responsible for making the organization capable of fighting with the competitors for the
purpose of achieving the competitive edges (Qualls, 2008). They also contribute to the
framing of long term business strategies.
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Many researchers such as Dressler, (2004), Erez, M., Kleinbeck and Thierry, (2012),
etchave performed studies on the subject of employee satisfaction. All have been
successful in proving their point of view. Their contribution is very valuable towards the
research field. It is expected that this research study will also contribute significantly
towards the subject of employee satisfaction.
This study has been undertaken to discover the impact of employee satisfaction
on business of the company. For that purpose, 3mobile Network Company has been
taken which is based in UK. The research will seek to find out the factors which affect
the performance of the staff in the organization. The researcher is looking for both
intrinsic as well extrinsic factors for this research. These groups of employees are the
people that are working in different departments of 3mobile Network Company. Through
investigating employee satisfaction at 3Mobile, its impact on the business performance
is discovered.
Background of the company:
3mobile UK operation was established in 2003. 3mobile was the first 3G mobile
network introduced by any mobile network company (Three mobile, about us. 2015). In
addition, in three years’ time 3mobile made a very good image in market by taking
different steps like giving excellent services, offering the cheap contracts for mobile
phones and internet devices. 3mobile almost have 3, 00000 employees around 350
stores all over the UK. Nearly on every high street 3mobile has a store (Three mobile,
about us, 2015). Every store of 3mobile provides excellent quality of service by giving
valuable contract deals on identical devises mobile phones, dongles, Wi-Fi devises,
Sims etc according to the customer requirements and satisfaction. 3mobile also provide
customers with complaint forms regarding any service problem without any hesitation.
The purpose of this report is to investigate the impact of employee satisfaction on
3mobile’s performance in the market. It will identify how its employees are contributing
towards the company’s goals and objectives, how they are performing.
Research aim & Objectives:
The overall aim of this study is to investigate the impact of employee satisfaction
on 3mobile performances in market. The following objectives have been laid down:
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 To analyse the staff and employee satisfaction approaches used by the 3mobile
management.
 To determine the different factors affecting employee satisfaction at 3mobile
 To determine how the above factors influence in the employee satisfaction level
at 3mobile (UK).
Research questions:
 What is the impact of employee satisfaction on business performance of
3mobile?
 What is the current level of employee`s satisfaction prevailing in 3mobile?
Expected Outcomes:
After investigating, theexpectedoutcomes will becompared with the matched
findings in the literature review. It is anticipated that there will be a link to thesatisfaction
of employee and the performance of organization.
This case study describethe satisfaction theories to inspire thesatisfaction
ofworkforceand performance of organisation (Sutherland, 2013). The idea and
acceptance of this study will be constructing on refinement of employee satisfaction to
boost the organization performance in 3mobile.
Academic Area and general business context of the problem:
According toAlbrecht, (2012)the current business environment is changing very
often with advanced technology and high level of competition in this competitive market.
According to Qualls, (2008), it is important for an organisation to be persuasive
with their needs and their performance. Also by the satisfaction of their employee and to
continue to motivate them in different ways like verbally, giving some rewards to operate
the business fairly and smoothly in order to achieve organisation goals and targets.
According to Lauby, (2005), in all organizations, everyone is independently
focused on the best opportunities according to their ability and grip. Satisfaction plays
an important role in enhancing the performance of employees (Roberts, 2013).
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LITERATURE REVIEW
Employee Satisfaction:
This section is all about the academic theory underpinning the research. It also
evaluates the findings and results of existing research studies. These are job
satisfaction, performance and organizational performance.
The subject of employee satisfaction has gained huge attention throughout the
history of organizational and behavioural research. It is a general understanding that job
satisfaction is an attitude towards job and the company’s performance relies on staff
satisfaction (Nohria, Groysberg and Lee, 2008). According to Qualls, (2008), Employees
who are satisfied keep positive attitude towards the job, on the other side those who are
dissatisfied keeps negative attitude.
According to Lauby, (2005), it is a fact that employee satisfaction acts the most
intimate issue within the business. It is a multi-factorial construct and consists of basic
factor and excitement factors. According to Hakala, (2008) Basic factors are the
minimum needs that cause dissatisfactionOn the other side excitement factors leads to
increase in satisfaction when performance is high. It is to be noted that it is closely
related to productivity which is further related to company’s profitability.
According to Nohria, Groysberg and Lee (2008), It is nearly linked to the quality
of service and customer satisfaction in results it’s linked to the organization profitability.
It plays a vital role to upgrade or increase the profitability of organization, quality of
service and products, as well as improving the operational performance of organization
(Cattermole, Johnson and Roberts, 2013). Employee’s satisfaction is difficult to attain
and calibre impacts at service organization. To attain the goals, quality and profitability
at organization, it is elemental and without it service organization cannot think of being
successful (Rachel ET all, 2008).
Organizational performance:
The level of research on relationship between satisfaction and company’s
performance continues to grow (Cattermole Johnson and Roberts, 2013). The
productivity and efficiency are attained through satisfying employers. It can be done
through remaining responsive to their professional and physiological needs. According
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to Compton and et.al. (2009), there is a positive correlation between job attitudes of
individuals and their performance. A meta-analysis performed by Compton and et.al.,
(2009), also discovered that there is a positive correlation between satisfaction and
factors like motivation, job performance, and jobinvolvement. According toDressler,
(2004), there is a positive relationship between satisfaction and factors like productivity,
profits, turnover, and customer satisfaction. The research was performed in nearly 8000
business units in 36 companies across the five continents of the world.
According toFarnham and Stevens, (2000), employee satisfaction has a great
impact on company’s financial l and market performance. The Corporate Leadership
Council also conducted investigation on 40 companies that are listed on the top 100 of
Fortune 500 firms in 2005. As per the results of study, employee satisfaction behaviour
and turnover predicted the following year’s profitability and these were found to be
strongly correlated with customer satisfaction.
A survey was conducted by Görgens-Albino and Kusek (2009), on several
multinational companies discovered that employee satisfaction as well as increased
turnover is the major contributors of long term shareholder returns. On the contrary, the
dissatisfaction arises from poor workplace environments which lead to decrease in the
business productivity ultimately leading poor performance.
According to Golafshani, (2003), it is very important that organization should
create an environment which can increase the satisfaction level of the workforce. It is
because this creates a positive impact on the loyalty and confidence of the employees.
It enhances the quality of outputs and also leads to increase in the productivity (Griffin
and Annulis, 2013). The satisfied ones are of the perception that company will render
more benefits in the long run and because of that they are more concerned about the
quality of work and show more commitment towards the company. It is a sign of
organizational citizenship behaviours.
According to Hafeez and Aburawi, (2013), satisfied individual have higher
retention rates and they are more productive. On the opposite, when they are not
satisfied, it affects their physical and mental health in negative manner. If appropriate
steps are taken to improve then overall success of the organization can be enhanced
and then results can be improved productivity, high profits, and better performance
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With regard to the service industry it has been revealed from substantial research
evidence (Qualls, 2008) that there is a positive association between employee
satisfaction and customer satisfaction. A very pleasant work environment results in
satisfied employees who are both loyal to the company and are capable of offering
great services to the customers (Albrecht, 2012). It is very beneficial in terms of the
business as it promotes aspects such as repetitive purchasing and loyalty.
An analysis of the staff and employee satisfaction approach used by the firms
In this consideration, it is important to identify the identical type of satisfaction
and motivational theories and how those theories are related with the employee’s
satisfaction and organization performance (Price, 2011). Further, the organization
success is absolutely depending on employee’s satisfaction and independent approach
of employee performance (Price, 2011). Some of the conceptual approaches have been
used to investigate the employee’s job satisfaction.
According to Roberts, (2013), Cognitive judgement approach is including
discrepancy theory and equity theory. The next approach is social influence approach,
and this approach including the social information-processing theory and the
dispositional approach. Dissatisfaction happens because the received amount is less
than the desired amount (Qualls, 2008). So the most dominant satisfaction employees
believe from their jobs are mentally demanding work, equitable pay and other bonuses,
encouraging working conditions and helpful colleagues.
According to Sutherland, (2013), Socialinformation-processing theory proposes
that employee’s perceptions and the merit they assume are assembled from information
in the social environment. For example: for their past behaviour and what co-workers
think.
Employees utilize this information in expanding their perceptions of the
meaningfulness; significance and diversity in their jobs, and this in turn influence their
identified job satisfaction (Roberts, 2013).
The dispositional approach is to explain the job satisfaction. It explained that the
person’s job satisfaction is the deliberation of a person’s common proneness to observe
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positive or negative about life in general and is therefore independent of the job
(Sutherland, 2013).
Furthermore, the employee satisfaction approach can improved by implementing
different eras like employee convenience and satisfaction, increasing the productively of
employee, using the attraction and retention tools for talented employees and greater
workforce mobility. It also includes higher suppleness in business operations, producing
a wonderful work environment, help the staff to bond with one other and beware of
micro-management.
To determine different factors and the way these factors influence in the
satisfaction level of employees
Employee’s satisfaction is a key part for an organization performance because if
employees are very satisfied or motivated with their work place then the organization
automatically starts performing well (Lauby, 2005). Moreover, if the employees are not
satisfied with their work place or organization then they cannot achieve the organization
goals and targets
According to Schein, (2010), Moreover, the employee job satisfaction determines
three very important dimensions. It cannot be seen but can only be inferred. Employee
satisfaction is also determined by the outcomes of expectations. For example; in an
organization an employee feels like they are working very hard and much better than
others and they are getting just fewer rewards, then they will probably be having a
negative impact on the work, the boss, co-workers (Motivating Employees. 2015).
On the other hand, if they feel like they are treated very well and paid equitably,
then they will have a positive impact towards the work and they will be satisfied
(Thomas, 2010).
There are some influencing factors such as work environment, pay, promotion,
co-workers and supervision, working conditions, relationship with superior, opportunities
and job security, also including technological challenges and respect, reward system,
level of freedom and authority, decision making authority etc. (Schein, 2010).
The motive of this research is to balance the relationship between the employee
satisfaction and organizational performance. It also provides more ideas to mentors
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regarding how to apply satisfaction theory to satisfy the employees. So that it can be
attempted in a suitable procedure in an organization.Moreover, this proposed research
is very dominant for 3mobile since this research provides the idea about what areas
could be refined to increase the organization performance with divergent group of
employee satisfaction.
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RESEARCH METHODOLOGY
Introduction:
This section is developed in order to discuss about the research tools and
techniques that are being used to completed the research. It is a path that helps
researcher in gaining data from varied sources and analysing the same for developing
conclusion out of it. In these areas, discussion is made on approach, philosophy,
design, data collection, and analysis, sampling and ethical aspects.
Research approach:
Approach refers to the path from which research can be carried so that ultimate
objective can be attained. In this regard, inductive and deductive are two set of
approach that can be used for attaining results. Since, present report focuses on
identifying the impact of employee satisfaction on 3mobile performance, therefore
inductive approach is being applied.
With this, data can be collected from the employees and customers of 3mobile
and same will be analysed in order to develop theory out of it (Blaxter and et.al. 2006).
In this context, results of this study can be applied to other organization also in order to
ascertain the impact of employee satisfaction over business performance. This will
essentially aids in developing better policies so that overall satisfaction level of
employees can be developed.
Research Design:
Design refers to the blueprint of the study through which researcher is able to
conduct the study in desired manner. This includes exploratory, descriptive, case study,
causal and related. In present research, exploratory research is been impart with a
motive to gain new insight within subject matter.
In this, data will be collected from managers, staff and customers of 3Mobile so
that new knowledge with respect to employee satisfaction and business performance
can be attained (Golafshani, 2003).
Since, this topic is not been explored much therefore, efforts have been
incorporated for the same so that actual impact can be assessed. In addition to it, if
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other research design have applied then it would only support in describing the
responses through which key objectives will not be attained. Moreover, case study
would have confined the research scope.
Therefore, considering all these aspects, exploratory study has been taken into
account. This certainly helped in identifying the actual impact of employee satisfaction
on business performance of 3Mobile.
Data Collection:
For any research, it is required to collect various data so that research can be
carried out and valid results can be attained. In this context, present research has
collected data from both the sources i.e. primary and secondary sources so that key
information can be collected. This helped in identifying key data that is required to
complete the research in every sense. In this regard, primary data has been collected
with the help of questionnaire in which data is collected from the employees of company
(Axinn and Pearce, 2006). Sample size of 50 respondents will be selected.
In this context, both open and close ended questions have been asked to the
respondents that eventuality helped in gaining actual and specific information from
participants (Creswell, 2013). This also minimizes the chances of gaining inappropriate
answer for the questions asked. Through this, key motive of study gets attained and
hence, researcher is able to develop a sound conclusion based on it. Apart from it, data
is even collected from secondary sources so that theoretical concept can be
acknowledged by the researcher. In this regard, data is collected from sources like
books, journals, magazines, online articles, newspaper, magazines and other related.
Sampling:
It is required to divide whole population into smaller number so that data can be
collected in an organized manner. Also, it is not possible to involve each and every
member in research due to constraint of time and cost. For this research, combination
of convenience and purposive sampling has been adopted. This sampling approach is
appropriate because it assists in selecting sample on the basis of judgement and
interest. These employees are from departments such as sales, administration, human
resources, technical, marketing, research & development and operations.
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