Research: Employee Satisfaction Impact on Customer Service at Tesco

This research project investigates the impact of employee satisfaction on delivering customer service at the Tesco Kensington store in London. The study aims to understand the significance of employee satisfaction, assess its link to customer service, and recommend ways to enhance customer service through improved employee satisfaction. Using an inductive approach, descriptive research design, and interpretivism philosophy, the study employs a qualitative technique, simple random sampling of 25 employees, and data collection through questionnaires and secondary sources. The data analysis reveals key themes related to employee satisfaction with their job roles, positions, and information provided, as well as factors leading to dissatisfaction and satisfaction. Recommendations include implementing a new pay structure and providing adequate reward and recognition to improve employee motivation and commitment, ultimately leading to better customer service. The conclusion emphasizes the pivotal role of employee satisfaction in organizational health and growth.

“The impact of employee satisfaction
on delivering customer service- A
study on Tesco Kensington Store
London.”
Research Project

Aim, Objectives and research questions
Aim-
 “To analyse the impact of employee satisfaction on delivering customer
service- A study on Tesco Kensington Store London.”
Objectives-
 To understand the significance of employee satisfaction within Tesco
Kensington store.
 To assess the link between employee satisfaction and delivering
customer services within the company.
 To recommend effective ways through which Tesco can deliver better
customer services through enhanced employee satisfaction.
 To assess the factors those are influencing employee satisfaction within
the organization.

Contd.
Research Questions-
What is the significance of employee
satisfaction within Tesco Kensington store?
What is the relationship between employee
satisfaction and delivering customer
services within the company?
What are the ways through which company
can enhance the satisfaction level of
employees?

INTRODUCTION
In the present scenario it is essential for
the organization to deliver effective
services to customers that would mainly
enhances the overall productivity and
profitability of the organization that further
support in satisfying their employees
The key rationale of conducting the study
on employee satisfaction is that in the
contemporary scenario it is the topmost
priority of the top level authority to ensure
that their employee’s are satisfied or not.

Research Methodologies
Research Approach- Inductive Approach
Research Design- Descriptive
Research Philosophy- Interpretivism
Research methods- Qualitative technique
Sampling- Simple random sampling
Sample size- 25 Employees of Tesco
Kensington store London.
Data collection methods- Primary through
devising questionnaire and secondary
through journals and books.

Data Analysis

Theme 1: Employees are satisfied with the
job role within organization
Yes No
0
2
4
6
8
10
12
14
16
15
10
Series1

Theme 2: Employees are satisfied with the current
job position in the Tesco store
6
Very dissatisfy
Dissatisfy
Neutral
Satisfy
Very Satisfied

Theme 3: They are satisfied are with the information
provided by the top level personnel regarding delivering the
customer services.
Very dissatisfy Dissatisfy Neutral Satisfy Very Satisfied
0
1
2
3
4
5
6
7
4
6
5
7
3 Series1

Theme 4: Key factors that lead to employee dissatisfaction
within the organization
Poor pay structure
Inadequate working structure
Lack of promotion
Lack of Job security
0 1 2 3 4 5 6 7 8 9
7
4
9
5
Series1

Theme 5: Key drivers that lead to the satisfaction of
employees within the Tesco
7
6
8
4
Effective leadership and
management practices
Recognition
Personal growth and
development
Clear direction and objectives

Theme 6: Most of the employees are empowered that
contribute in deliver quality services to customers
Yes
No
0
2
4
6
8
10
12
14
16 15
10
Series1