Research Project: Impact of Customer Satisfaction on Employees

This research project proposal investigates the impact of customer satisfaction factors on employees within the hospitality industry. It aims to evaluate the profitability gained through customer retention, identify factors influencing employee engagement in delivering excellent customer service, and highlight the positional security derived from retaining both customers and satisfied employees. The proposal includes a literature review discussing theoretical perspectives of customer and employee satisfaction, issues related to both, and the significance of organizational culture. The methodology section outlines the positivism philosophy, qualitative data analysis methods using surveys and interviews, and a descriptive research design. The proposal also details the data collection and sampling process, a Gantt chart illustrating the project timeline with key milestones, anticipated challenges, and strategies to overcome them. Finally, it addresses ethical considerations and concludes with recommendations for future research and practice. This document is available on Desklib, where students can find a wealth of academic resources including past papers and solved assignments.

Running head: RESEARCH PROJECT PROPOSAL
RESEARCH PROJECT PROPOSAL
Name of the Student
Name of the University
Author Note

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Table of Contents
1. Introduction..................................................................................................................................2
1.1 Research aim and objectives..................................................................................................2
1.2 Research Question.................................................................................................................3
2. Literature Review........................................................................................................................3
2.1 Theoretical perspective of customer satisfaction and employee satisfaction........................3
2.2 Issues of Customers satisfaction............................................................................................5
2.3 Issues of employee satisfaction and cultural value................................................................5
3. Methodology................................................................................................................................6
3.1 Philosophical perspective......................................................................................................6
3.2 Data analysis method and justification..................................................................................7
3.3 Research design.....................................................................................................................8
3.4 Research data collection method and process of sampling...................................................9
3.5 Mode of data analysis..........................................................................................................10
4. Gantt chart (project lifespan).....................................................................................................10
4.1 Explaining key milestones...................................................................................................11
4.2 Anticipation of challenges...................................................................................................12
4.3 Strategy to overcome the situation......................................................................................12
5. Evaluation of ethical issues.......................................................................................................13
5.1 Recommendation and Conclusion.......................................................................................13
References......................................................................................................................................15
Appendices....................................................................................................................................18

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Topic: Impact of Customer satisfaction factors on Employee in the Hospitality Industry
1. Introduction
Customer satisfaction is one of the important aspects in the hospitality industry and that is
the reason most of the hotel, spa industries take a good care of employees The concern view over
customer satisfaction is the main criteria of them. A separate section is being allocated for
customer complaint handling and rapid mitigation process so a long team is also associated with
that. Good communication with customers will help in that case to understand the need for them
and process their hotel formulation accordingly. All sorts of customers approaching hotel
anticipate an agreeable understanding of human handling (Wang, Chen and Chen 2012).
Retaining customers is an appropriate process and a very challenging one also in exceedingly
competitive business acceleration. This is the major aspect of the business to retain those and
have a better situation after some time.
The basic need of the proposal is to highlight that impactful situation that confronted by
the employee by delivering better customer satisfaction. The level of satisfaction and
profitability due to that is the key advantage of the process and quality of hotel infrastructure,
employee and loyalty is the major aspect of business in that process.
1.1 Research aim and objectives
The aim of the research is to deliver the impact of customer satisfaction on employees,
that signifies the possibilities that employee will earn due to the customer satisfaction and
loyalty.
The objectives are:

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 To evaluate the profitability that organization will get due to customer retention.
 To identify the possible factors that are liable for the employee engagement to deliver the
best service to customers.
 To highlight the positional security that an organization has found for the retention of
customers and satisfied employees.
1.2 Research Question
The possible research question will be
 What intrinsic impact that employees will found to deliver their service to same satisfied
customer every time?
2. Literature Review
2.1 Theoretical perspective of customer satisfaction and employee satisfaction
The process of satisfaction for employees and customers are in the same chain. As
employees have the responsibility to satisfy customers' by all means so organization
infrastructure, policies, reward and recognition structure, increment policy, work-life balance
situation and organizational environment all these are important for employee satisfaction (Ryu,
Lee and Gon Kim 2012). Some of the independent variables are always present in this situation.

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Management Relationship
Policies & Procedure
Job Involvement
Employee Satisfaction Customer Satisfaction
Independent Variable Intervening Variables Dependent Variable
Figure 1: The theoretical analysis of developing Customer satisfaction through employee
(Source: Created by Author)
Management relationship with employees is the key matter of business and that is the
reason employee understands their position in the organization and a good relation help to find
the situation employee is in. The engagement with employees is the key aspect of business and
those effects on the policies and procedures also (Lee et al. 2013). The policies should help
employees to formulate their work and have a good structure of reward and recognition so that
motivation will be gained through that. As asserted by Amin et al. (2013) the involvement with
the job and organization will come in that process when an employee understands the situation
they are in and organization deliverance towards them. This process will influence them to work
and help to deliver the process of customer satisfaction through them.

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2.2 Issues of Customers satisfaction
The impact of organizational value and delivering focus on customers is the key matter
that incorporates extra enhancement of employees to get engage relationship maintenance for
customers. There are some effective issues those are liable for the development of engagement
with customers.
 The process of innovation is the organization in technological aspect of improved
scenario is the crucial aspect of customer satisfaction (Torres, and Kline 2013).
 Extra benefits from the hospitality sector along with the smooth processing of operational
matter also attract customer with the organization.
 Engagement with employees and their good attitude and behavior in the hospitality sector
and delivering proper respect to customers is the prime matter of engagement and that
enhances the revenue generation also (Jung and Yoon 2013).
 The organizational atmosphere is another aspect that customers want from the
organization and that is the reason companies are rebuilding their positional aspect to
attract more customers.
2.3 Issues of employee satisfaction and cultural value
Employees are the most important part of the organization and that is the reason most of
the organization having the special care for their employees. Satisfied employees assist in
bringing up and allocate contented customers. As opined by Haghighi et al. (2012) if an
employee is pleased, that is going to replicate through the deals and connects with the customers.
This is the most interesting part of employee engagement with the organization and the following
influence on customers.

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 Reward and recognition strategy will be impactful that provide motivation to employees
and that provides engagement with the organization.
 Organizational empowerment and a good position also provide satisfaction for
employees. Employees then enjoy the responsibility and happy that management relies on
them and a good productivity come in as consequence (Prud’homme and Raymond
2013).
 If other outside factors are not affecting the scenario of the internal environment then it
will be a huge chance for retention of employees (Alonso-Almeida et al. 2012). They will
be remaining in for long and serve for the organization. A good atmosphere is always
important for the settlement of employee and this becomes a considerable factor in
employee satisfaction.
3. Methodology
3.1 Philosophical perspective
Research philosophy is all about the data gathering issue and states the true matter in the
process. In case of business, understanding gathered data analysis and the planning the research
process systematically is the key concern of business (Wang et al. 2014). The formulation of
belief and define the process of business acceleration is the key process of business. There are
basically four sections like Positivism, Realism and Interpretivism.
In this research process, Positivism philosophy will be taken. The philosophy contains
data collection in an objective way and the empiricist view of the knowledge. The comprising
discrete is the main observable aspect in this manner (Li, Ye and Law 2013). Knowledge stems
and human experience is the main concern of this process and that justified the major

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quantifiable observation. The determination of regular process is the main interest of this
process. The independence in the research is the key process and the process acknowledges the
logical thinking in that case (AlBattat and Som 2013). The observable human impact is the key
issue in that case and development of hypothesis statement is also important for this
philosophical aspect. The evidence get form the situation is important as well as logical in every
format. The format is in common sense and that is the approach concentrate on the factor and
that is the reason development of the statement is used.
In this research process, the positivism philosophy will be taken as the situation based on
the logical understanding and that will deliver enough importance in the final project session.
This is the most important aspect of business evaluation to make the decision over the logical
undertaking.
3.2 Data analysis method and justification
Data has been collected in a research process to judge the potential of the data and to
know the right thing in a right way. This is the validation part of the research process to justify
the sequence and make most of the decision in that manner. There are basically two types of data
analysis methods like Qualitative data analysis and Quantitative data analysis and all of these
methods are sometimes used together and then it's called a mixed process (Pereira-Moliner et al.
2012). In case of qualitative studies, the process involves in interviews, focus group, experiments
and any other direct result making sources. This is the process that critically analyzes the
situation and evaluates the situation. On the other hand, qualitative data analysis helps to
formulate the in-depth analysis of the result. This interpretation of figures graphs and numbers
are the key procedure of the business understanding and through the literature review, the
process can be acknowledged.

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In this research process, qualitative data analysis will be used as the importance of
primary data collection is important in that case. The situation is quite relevant to customer
satisfaction influence in the employee is the main concern in this paper. So in that case survey
and interview is the best way to evaluate the situation.
For the survey process, 50 employees will be selected from the hospitality industry. The
selection was non-probable and random sample choosing process and that is the reason more
valid answers are expected. Almost 30 close-ended questions are asked of them and they have to
select an answer to complete the survey. 5 Open-ended questions are also asked managers to
different hospitality sectors and ask them about the policies and processes introduced by them for
employee satisfaction and how it will impact on their customer satisfaction.
3.3 Research design
The research design is the general plan that introduced in the research to measure the
specific scientific process to analyze the research area. The direction o the study sometime
changes but in most of the cases to analyze the situation of the changes and make that more
formal way is the key understanding that business has done (Martínez and del Bosque 2013).
There are three basic research designs are available in that process like Explanatory, Exploratory
and Descriptive.
In this research process, descriptive research design will be used and the reason behind
the use is to shed light on the current situation. The three most important purpose of the
descriptive study is to explaining, describing and validating the research findings. The collected
data are validating and explaining in this research process and description of data is specified in
that process also.

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3.4 Research data collection method and process of sampling
The sampling process is used in a research for the statistical evidence of research
methods and obtains the sample for making a result out of these. In this case, the design of
sampling is being selected and so as the target population. The settlement of target population is
important in that case is important as the target has to link with the projected version directly and
that is the key consideration of business (Gin Choi, Kwon and Kim 2013). The cost of the
research will be saved in that mater and gain of opportunity is there to have some information
about the topic. The sampling process has two types like Probability and Non-probability. The
case of non-probability is used on most of the cases and that is the reason most of the research
has found the situation where they have to state the research fruitful for acclaiming answers from
the different genre of people.
In this research process, non-probability sampling process will be used and random
people from separate hospitality sectors and that will evaluate the situation also. Primary data
collection method will be used in that case as the situation demands the interference of verbal or
non-verbal interaction (Lee and Ok 2012). The process contains survey, interview processes and
that is the reason primary data that will be gathered in that case is the main evaluative evidence
in that case. Some previous charts and graphs will be introduced in this process to know the
situation at past and these will be considered as the secondary data. The use of secondary data is
important in that section where some of the graphs and charts will state the difference between
the processes. Some of the journals and graphs and charts are taken from the website and that is
the reason consideration of secondary data used in the process. This is a mixed process actually
used in the process and that is the key process for the successful completion of the business

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3.5 Mode of data analysis
The qualitative data analysis process is used in this research process and critical
implementation of the process is essential in some cases. The process of interview, survey and
get result from those is the crucial aspect of the business and that is the reason major
evolutionary process of thinking is influences the process. The involvement of data and
comparison of them with the situation is the key understanding of this research. After meeting
the targeted survey result make pie chart or graph and SPSS process in some cases will be
relevant enough in that process (Raub and Liao 2012). These evaluation processes are important
for evaluating the process incorrect manner. The issue of making the evaluating situation is
important in that case to get proper answer from the result. These processes like data analysis in
excel or the process of SPSS is the crucial step to be formulated in this process.
4. Gantt chart (project lifespan)
Topic Week
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Explore the area
of depth
Introducing the
matter
Define aim
objective and
Questions
The process of
production
knowledge
Theoretical
framework
Understanding
methodology
Anticipate
challenges