Dissertation: Employee Commitment Through Performance Appraisal at M&S

This dissertation investigates the effectiveness of performance appraisal in increasing employee commitment within Mark and Spencer's (M&S). The study explores the current performance appraisal techniques used by M&S, which include annual reviews and discussions between staff and management. The research aims to identify the impact of these appraisals on employee commitment levels, considering factors such as satisfaction, motivation, and the influence of promotions and rewards. The dissertation includes a literature review covering various appraisal methods, a detailed research methodology, data analysis, and a conclusion with recommendations. The research questions focus on how M&S's performance appraisal policies affect employee commitment and how to optimize appraisal effectiveness. The study highlights the importance of employee commitment for organizational success, particularly in the competitive retail environment, and emphasizes the need for effective performance management systems to enhance employee satisfaction and productivity. The findings suggest that performance appraisals can both increase and decrease employee commitment, underscoring the need for a well-designed and consistently applied system.

DISSERTATION
(To review the effectiveness of performance appraisal in
increasing employee commitment within the
organization: A study on mark and spencer’s)

ACKNOWLEDGEMENT
Writing this dissertation has been an extraordinary journey that ended one chapter in my
life, only to begin another. This journey could never have been completed without the love and
support of the special people that surround my life. I offer my sincere thanks to my mentor who
guided me while the course of entire study and rectified me at time of faults. Because of him I
was able to fulfil the objectives of this research work. Again, a big vote of thanks to my family
and friends for providing their kind support to me while the course of entire dissertation. Their
motivation and support instigated confidence in me to perform this study.

ABSTRACT
Employee commitment to an organization can influence the conditions that are believed
to facilitate effective performance appraisal. Performance appraisal is one of the best techniques
through which management team of any organization can effectively review and evaluate the
performance of any of their workers. In this regards, the present research is totally based on the
effectiveness of performance appraisal in increasing employee commitment within the Mark
and Spencer’s. It has been founded that it is highly essential for firms to boost up the
motivation level of all their workers so that they can effectively raise their performance and
provide quality services to all the customers. Current performance appraisal technique have also
been discussed in the study and identified that M&S carried out an appraisal system at every 12
months. At the time of this process, a meeting and discussion held between the staff members as
well as management of company. Effective and best performance appraisal system helps in
creating committed workforce.
For the same, employees of M&S have been asked about their level of commitment
towards firm due to the better performance appraisal. After appropriate findings and evaluation it
has been concluded that performance appraisal is a source due to which level of employee
commitment might leads to decrease as well as increase. Appraisals are highly interlinked with
the enhanced commitment level of workers. Employees of M&S feel satisfied and perform all
their tasks more effectively as it boost up their confidence level towards work. Moreover, it has
been identified that appraisals and promotions are two most common sources which helps in
enhancing employee commitment.

TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION....................................................................................................1
Introduction..................................................................................................................................1
M&S background.........................................................................................................................2
Research Aim and objectives.......................................................................................................2
Aim:.........................................................................................................................................2
Objectives...............................................................................................................................3
Research question........................................................................................................................3
Rationale of the study..................................................................................................................3
Structure of the dissertation.........................................................................................................3
CHAPTER 2: LITERATURE REVIEW`.......................................................................................5
Concept of performance appraisal...............................................................................................5
Various performance appraisal techniques that helps in enhancing employee commitment......6
Current performance appraisal scheme in M&S.........................................................................9
Impact of performance appraisal on employee commitment....................................................10
Conceptual framework...............................................................................................................14
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................15
Research Approach....................................................................................................................15
Research Philosophies...............................................................................................................15
Research Design........................................................................................................................16
Data collection...........................................................................................................................16
Sampling....................................................................................................................................17
Research type.............................................................................................................................18
Data Analysis.............................................................................................................................18
Ethical considerations................................................................................................................19

Reliability and Validity of Data.................................................................................................20
CHAPTER 4: DATA ANALYSIS & RESULTS..........................................................................21
Introduction................................................................................................................................21
Analysis.....................................................................................................................................21
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS...................................................30
Conclusion.................................................................................................................................30
Recommendations......................................................................................................................32
REFERENCES..............................................................................................................................34
Online........................................................................................................................................36
APPENDIX....................................................................................................................................37
QUESTIONNAIRE FOR EMPLOYEES OF M&S..................................................................37
Summary of the Questionnaire..................................................................................................38

LIST OF FIGURES
Figure 1360 Degree Appraisal Process............................................................................................8
Figure 2Rating process of performance of workers......................................................................12
Figure 3Conceptual framework of the relationship between performance evaluation justice and
employee commitment...................................................................................................................14

CHAPTER 1: INTRODUCTION
Introduction
In today’s highly competitive environment it is becoming quite essential for
organizations to meet out the needs and desires of their consumers. In order to do so, they must
provide appropriate training to their workers so that they can perform more effectively.
However, there are various ways to improve their performance and motivate them. According to
Bouskila-Yam and Kluger (2011) performance appraisal is one of the best techniques through
which management team of any organization can effectively review and evaluate the
performance of any of their workers. The main purpose of performance appraisal is improved
productivity. In simple terms, appraisal can be defined as an assessment of individual’s
performance in a systematic way. It is being measured on the basis of different factors such as:
knowledge, quality and quantity of output, leadership, abilities, supervision, cooperation,
dependability etc. Moreover, it can be determine that with the help of effective performance
appraisal organization can easily increase the staff self-esteem as well as better clarify and define
them job responsibilities and functions (Thurston Jr, and McNall, 2010). Enhanced employee
commitment leads to higher satisfaction of customers.
As per the view of Hameed and Waheed (2011) there are various appraisal techniques
such as ranking, management by objectives (MBO), essay evaluation, checklists, 360 degree
appraisal method, etc. By the way of acquiring one of the best technique organizations can easily
improve the satisfaction level of workers. It motivates them to give their best towards the work
and make their consumers happy. However, evaluating employee performance is quite difficult
for top management staff member (Espinilla and et.al, 2013). The most common objectives of
performance appraisal are training and development, promotion, salary increment as well as
various other ways. However, it puts a pressure in workers to perform better so that they are
being appraised in respect of certain factors and their future also depends on such factors.
According to Bernardin and Wiatrowski (2013) employee commitment to an organization can
influence the conditions that are believed to facilitate effective performance appraisal. In case of
not having expected appraisal workers do not able to perform their tasks more effectively.
Further, it is essential to maintain higher employee commitment so that productivity can be
improved.
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In this regards, the present research is totally based on the effectiveness of performance
appraisal in increasing employee commitment within the organization. For the same, study
takes place within the retail industry in which Mark and Spencer’s is taken into
consideration. It is a British multinational retailer of UK and specializes in the selling of
clothing, home products as well as luxury food products. In order to maintain their growth
rate it is highly required by them to provide quality services to their loyal consumers. It can
be attained on the basis of enhanced level of motivation of employees. For the same,
providing them better rewards for their performance is regarded as one of the best and most
effective ways of enhanced level of satisfaction.
M&S background
Mark and Spencer’s are British multinational retailers of UK which mainly serves
various retailing services. Company was founded by Michael Marks and Thomas Spencer in
the year of 1884. It specializes in the selling of clothing, home products and luxury food
products as well. They are transforming become a leading international retailers and wants to
always create their same positive identity in the mind set of customers. They are serving their
business operation over 1,330 stores worldwide and committed to deliver sustainable value
for all shareholders. M&S is highly focused with offering high quality own brand food as
well as clothing and home products in their stores and online both in the UK and
internationally. They are serving almost 33 million customers throughout their 852 stores and e-
commerce platform as well. Moreover, M&S is having their 480 wholly owned or franchised
stores in 59 territories across Europe, Asia and the Middle East.
Research Aim and objectives
Aim:
The present research is based on the technique of performance appraisal through which
organization can easily enhance their workers commitment level. Moreover, the best ways to
improve the employee commitment is regarded as a performance appraisal technique. For the
present study, effectiveness of performance appraisal for enhanced employee commitment will
be measured for the Mark and Spencer’s.
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Objectives
 To review the relevant literature on the various performance appraisal techniques that
helps in enhancing employee commitment.
 To review the current performance appraisal scheme in M&S.
 To collect and analyse primary data about impact of performance appraisal on
employee commitment in M&S.
 To recommend various ways to make the Performance appraisal effective to improve
commitment.
Research question
 How performance appraisal policies of M&S impact the commitment of workers towards
the organization?
 What are the different ways to make performance appraisal effective within an
organization?
Rationale of the study
Gaining employee commitment by providing them effective rewards for their
performance is becoming essential tasks for organizations these days. One of the major issues
faced by them is going through the proper evaluation of the performance of employees.
Company should not assess the performance on the basis past data only. There are various other
factors which also require to be taken into consideration. It is regarded as a major issue as not
keeping the satisfactory appraisal might leads to decrease the motivation level of workers.
Moreover, all those workers who are committed to their organizations can easily give crucial
competitive advantage to the business firms. In order to keep them motivate and maintaining
their performance is becoming quite difficult for firms. By lowering down the motivation
level of workers the whole productivity of company can be decreased. In order to maintain
this, organization needs to develop better performance appraisal policies. With this they can
make their workers happy and motivated. Keeping this process in regular updation is quite
difficult such as focus groups or surveys could be conducted to measure employee’s
perceptions of the appraisal process.
Structure of the dissertation
In order to complete any research with full authenticity and validity it is necessary to go
through the proper and step by step process. Researcher must go through the sequential manner
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as all the chapter are interlinked with each other. For the same, the structure followed in the
present study is as follows:
Chapter 1 Introduction: This is the first chapters of any research under which whole
overview of the study will be presented. This section presents all the objectives on the basis of
which literature review takes place. This chapter cover a brief synopsis of rationale of the study
and its structure as well.
Chapter 2 Literature Review: This is one of the most important chapters of any study in
which in which researcher primarily speak about the employee commitment as well as
performance appraisal. In order to gather appropriate information different academic journals,
books and online reference materials have been reviewed. Further, it can be determine that this
chapter holds a significant importance in fulfilling the past research gaps and framing new
findings.
Chapter 3: Research Methodology – In order to develop most appropriate findings, it is
highly essential to select the suitable research techniques. In this regards, the present section
entails various methodologies for collecting information and analysing it. It includes various
research methodologies such as entails the data collection technique, data analysis method,
research approach, limitation of research and ethical considerations.
Chapter 4: Data Analysis & Findings – This is another most important chapters of
research in which researcher can develop appropriate findings on the basis of gathered
information. It clearly determines the assessment of results so that appropriate inferences can be
generated from it.
Chapter 5: Conclusions & Recommendations – This is last concluding chapters in which
researcher can draw a conclusion on the basis developed findings. In addition to this,
recommendations are suggested which the company can make the Performance appraisal
effective and improve commitment.
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CHAPTER 2: LITERATURE REVIEW`
This chapter is regarded as most important chapters of any thesis as it helps in getting
appropriate information as per the given subject matter. In this chapter, various past literatures of
different authors have been studied. It is the most effective way through which researcher can
easily fill the previous gaps of the study. Here, in this present study author found it very effective
to gather prevailing information about the performance appraisal techniques as well as its impact
on enhancing employee commitment. With the help of this chapter researcher can easily frame a
suitable findings and go through the proper formation of next chapters. In this regards, the
present chapter entails most suitable information about the given subject matter and easily
generalize the concept of performance appraisal.
Concept of performance appraisal
In today’s highly globalized world, keeping employees motivated is highly essential.
Making them satisfied and keeping loyal towards the services of company is totally required to
maintain positive brand identity. According to Dechev (2010) monitoring employee performance
is regarded as a most effective process on the basis of which company can easily decide their
workers growth. Cameron and Green (2015) defined performance appraisal as a formal process
through which organization’s top management team can easily evaluate the quality of an
employee performance. However, it may be understood as the assessment of an individual’s
performance in a systematic way. Their whole performance can be easily measure against
different factors such as job knowledge, quality, leadership abilities as well as, versatility,
cooperation etc. On the basis of all such factors company can easily evaluate and monitor the
potential of workers and offer them better appraisal. Further, it is highly essential for firms to
boost up the motivation level of all their workers so that they can effectively raise their
performance and provide quality services to all the customers. Jandaghi, Mokhles and Bahrami
(2011) argue that performance appraisal is a systematic evaluation of the individual with respect
to his/her performance on the job. It is totally based on their potential for development so that
company can easily judge the criteria of success. However, evaluation of job related behaviour of
any individual is most common requirement of any organization. By this, they can measure the
potential and talent among workers and boost up their confidence level on the basis of same.
The history of performance appraisal is quite brief and it roots in early 20th century. At
the time period of First World War, appraisal concept was adopted by US army (Azeem, 2010).
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They have presented this concept in the form of merit rating and provided huge level of
satisfaction to all military personnel. After this concept presented for army members it has totally
entered into the field of business and restricted to hourly paid workers. Here, the ration wage
structures for this type of workers were adopted and each of them were comparing to other for
determining wage rates. Gupta and Kumar (2012) argue that a pay rise was in order if an
employee performance was found to than the supervisor expected.
With the changing time the entire business era and processing have been changed and
management team are considering huge level of positive aspects from their workers. According
to Brown, Hyatt and Benson (2010) modern performance appraisal is a structured formal
interaction between subordinates and supervisors as well. It usually takes a form of periodic
interview under which one on one discussion entails between the subordinate and management
team as well. However, various organizations these days are using results of appraisals either
directly or indirectly (Brown, Hyatt and Benson, 2010). It is the most common way associated
with the reward outcome. With the help of this firms are able to identify the results of appraisal
just to go through the better performing workers who should get the majority of available merit
pay increases. In these highly competitive advantage organizations requires being aware about
the laws and legislations within their country `that might restrict their capacity to decrease their
workers’ pay. Maki (2012) stated some of the most common objectives of following this
performance appraisal technique within various organizations i.e. salary increase, promotion,
training and development, enhanced satisfaction and motivation level etc. By this, company can
effectively possess the performance of workers and provide them better appraisals.
Various performance appraisal techniques that helps in enhancing employee commitment
According to Shrivastava and Purang (2011) keeping performance appraisal as a top
priority and making it timely raise the confidence level of workers. However, not making
appropriate justifications about the performance appraisal raises various questions in the mind-
set of workers. It might leads to create a negative brand identity in the mind-set of workers. For
the same, it is highly essential for organizations to keep their workers on their top priority. In this
concern, they require adopting several appraisal techniques which is best suitable for them.
Bouskila-Yam and Kluger (2011) presented that there are various types of performance appraisal
techniques which are as follows:
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As per the view of Dusterhoff, Cunningham and MacGregor (2014) different appraisal
methods are used by the companies for evaluating the performance of their staff members.
These methods include ranking, paired comparison, essay evaluation, checklists,
management by objectives (MBO), 360 degree appraisal method, etc. These methods results
to improve the employee commitment towards their work and helps in achieving the
objectives and goals of the company in effective and efficient manner (Pichler, 2012). All
those workers who are committed to their organizations can easily give crucial competitive
advantage to the business firms.
On the contrary Thurston and McNall (2010) stated that there are both positive and
negative impacts of performance appraisal. In this concern, positive feedbacks on appraisals
give a feeling of worth and value to all the workers. In case of providing a poor score on
his/her appraisal employee may feel a loss of motivation. In order to keep them satisfied it is
highly essential to go through various techniques such as:
o Management by Objectives
o Behavioural observation scale
o 360 Degree appraisal
o Behaviourally anchored rating scales
o KPI
All the above given methods proposed by different authors and proven to be very
successful in terms of higher motivation level among workers. According to Fethi and
Pasiouras (2010) by setting Key performance indicators for all the employees company can
easily maintain their performance. This tool helps in measuring the performance of indivuals.
Through this all the factors that are important to evaluate the success of the organization are
taken into consideration. Normala (2010) argues that at the time of conducting performance
appraisal process, company can easily evaluate the attitude and achievement of the
employee. With the help of using these KPIs Company workers are able to know that how
they have been doing and what further development of training they needs to improve.
DeConinck (2010) defined some of the most common key performance indicator for
employee appraisal such as job skills, teamwork, communication, teamwork, meeting goals,
decision making, work habits etc. In this regards, it can be determine that it is the most
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effective way to keep workers motivated and so that they are able to meet their objectives
and goals (Avey, Luthans and Palmer, 2010). Here, it has been identified from past several
studies that 360 degree evaluation method provides each employee an opportunity to receive
performance feedbacks from any of their supervisors and well as co-workers.
Figure 1360 Degree Appraisal Process
(Source: Karyeija, 2010)
Karyeija (2010) stated that mainly this tool is used to assess the performance of workers and
enable those to map their career path based on the feedback. One of the most common and basic
advantage of 360 degree appraisal is that it motivates those people who undervalue themselves.
All such process of appraisals is highly related with the development of motivation level
among workers. DeNisi and Sonesh (2011) stated that by adopting best technique companies can
easily keep their consumers satisfied. Motivation has been defined by Jafri (2010) and Choi
(2011) as the psychological process which comes from the process of mutual interactions
between person and the factors of the whole environment which affects this efforts and choices.
Under all such factors one of the most common factors associated with this are their performance
appraisals.
In this regards, it can be determines that keeping employees motivated organizations are
able to provide high quality services to all their consumers (Goel, 2012). However, the whole
8

motivation is associated with their yearly or quarterly performance appraisal as they are having
huge expectations with the same.
Current performance appraisal scheme in M&S
M&S is one of the largest retailers of UK and they usually provide quality services to all
their customers in order to keep them satisfied and motivated. It is also known as a British
multinational retailer which serves clothing, home products as well as various other luxury food
products. Mowday, Porter and Steers (2013) stated that within any retail sector keeping all the
customers happy and satisfied considered as a biggest way to acquire success. For the same, they
need to follow better performance appraisal system so that high commitment of employees can
be accessed. From the past data and statistics this information has been founded that M&S
carried out an appraisal system at every 12 months. At the time of this process, a meeting and
discussion held between the staff members as well as management of company (Nikmaram and
et.al, 2012). Here, they have been asked about their level of expectations and further any type of
problems faced by them.
Company believes that performance management is a process which provides support to
employees to work efficiently and effectively as possible in line with needs of organization.
However, they found it very important for the success and growth of company and motivate their
workers to achieve their goals. Azeem (2010) argues that before reaching to any appraisal
decision M&S follows an appropriate performance management system. It might leads to
provide them needed information to all their workers and develop the skills of workers based on
the information collected at this process. On the basis of discussion took place between workers
and management people of company is able to identify their training needs.
According to Shrivastava and Purang (2011) performance management system is a joint
process took place between the employees and supervisors and identify all the common goals
and linked it with the goals of organization. Here, it is being identified that there is a huge
importance of maintaining positive relationship with customers so that sales of the company can
be easily enhanced. In order to keep customers happy and satisfied it is highly essential to
provide them better and quality services (Goel, 2012). For the same, M&S considers various
performance management systems just to keep their consumers happy and satisfied. Ultimately
this process results with the measures for feedback and performance evaluation as well
(Bouskila-Yam and Kluger, 2011). With the help of discussion entails between staff members
9

helps in identifying that what can be improved. However, such meetings and discussions kept
confidential from the manager’s end and ultimately lead to provide higher satisfaction to all the
customers.
Thurston and McNall (2010) stated that in order to measure the performance of workers
there are various ways which needs to be taken into consideration. For the same, M&S use to
develop a review plan which helps in measuring the productivity of their organization.
According to this plan, if worker have met the targets at the meeting then the whole process have
found to be completed.in this regards, it is being determines that with the help of scan rate
operates targets, M&S can make sure that all targets are met and workers are doing well with the
same Mowday, Porter and Steers (2013). On contrary, in case of not meeting they require to
meet out fix the problem and provide better training and development to their workers Fethi and
Pasiouras (2010). Further, it is the most effective way to measure the link between performance
management system as well as training and development.
According to Klein, Becker and Meyer (2012) except performance appraisal there are
some other techniques such as performance related pay is regarded as most effective way. It
clears out that if workers meet out all the targets and improve their quality of work, they will be
rewarded with a bonus. M&S usually have three monthly bonus periods which can be provided
at a given time period Gruman and Saks (2011). In addition to this, several vouchers have also
been provided for the hard work of individuals such as staff discount scheme of 20% etc. These
are regarded as another most effective process and performance related pay which essentially
supports the high and effective work quality of individuals.
M&S requires going through the appropriate and needed information of their workers so
that better guidance can be provided to them. With the help of this information company can
easily identify and develop the skills of workers (Shrivastava and Purang, 2011). It also helps in
recognizing their training needs and effectively processing it with the same. In this way, it can be
determine that with the help of performance management system M&S can improve their service
by having able workers that work to their full ability.
Impact of performance appraisal on employee commitment
According to Mone and London (2014) performance appraisal system can be defined as a
key human resource management function which can also be defined as a performance
management. Gaining employee commitment is regarded as a most common issue associated
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with an organization. Better performance refers to the employee performance and their level of
satisfaction. It requires managing employees work effectively and keeping them satisfied
towards the business processing. According to Choi (2011) employee engagement has emerged
as a potentially important employee performance. It is a level of commitment and involvement
employees are having towards their organization and its values. Moreover, it is being assisted
that workers and their satisfaction level is equally important. However, committed workers are
employee and express themselves physically, cognitively and emotionally during role
performances. Jandaghi, Mokhles and Bahrami (2011) argue that performance evaluation comes
at the heart of performance management system. Enhancing employee commitment is regarded
as a most important part through which organizations are able to satisfy their consumer’s needs.
According to Normala (2010) maintaining better performance appraisal and processing this
timely keeps workers satisfied. Motivated workers directly and indirectly provide several
benefits associated with the quality services. In case of having better performance management
system within an organization, they are able to provide appropriate feedbacks to all workers. It
also helps in keeping close monitoring to them. Further, most of the time such monitoring
provides better justifications about the work quality of employee Karyeija (2010). Close
monitoring associated with providing timely guidance and feedbacks. It boosts up the confidence
level of staff members and helps them in further improvement.
Fethi and Pasiouras (2010) argues that fostering employee commitment will leads to
higher level of performance and raise the sales of company as well. On the other hand, Brown,
Hyatt and Benson (2010) reported that effective and best performance appraisal system helps in
creating committed workforce. However, it requires a strong commitment from top management
is highly essential as if system doesn’t provide appropriate link between employee performance
and organization goals then workers are not able to complete this effectively. Bernardin and
Wiatrowski (2013) observed the attitudinal influence in the performance appraisal. At the time of
all the findings measures by him it has been analysed that raters who were high on instrumental
commitment were more likely to give high ratings (Pichler, 2012). However, the whole quality
and usefulness of the rating obtained can be affected by the perception of performance appraisal.
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Figure 2Rating process of performance of workers
(Source: Pichler, 2012)
Moreover, different authors presented effective information about the appraisal system
and their impact on the whole organizational performance. There are various HRM practices
followed by company which should be essentially taken into consideration so that employee’s
satisfaction level can be enhanced. All such HRM practices will be positively related to the
commitment of organization. According to Shrivastava and Purang (2011) employees are the
most essential assets of any organization. Majority of firms these days are acquiring some of the
best strategies so that they can enhance the level of commitment from their workers towards their
company. In order to increase the performance of employee’s it is highly essential to provide
them monetary and non-monetary rewards (Thurston and McNall, 2010).
On the other hand, some other factors are culture, HR policies and procedures, workplace
values etc. These factors might leads to affect the overall satisfaction level of labours. An
engaged and committed employee helps the companies in enhancing the level of productivity as
well as lower employee turnover (Goel, 2012). By providing them performance appraisal on the
basis of workers performance, there motivation level can be enhanced. It boosts up their
confidence level and makes them loyalty towards their firm. In this concern, it can be clearly
stated that performance appraisal done on the positive basis creates a positive surroundings.
Dechev (2010) stated that appraisal system leads to improve the productivity of employees and
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enhance their satisfaction level as well. It positively affects the performance of firm and provides
the quality services to all their workers. However, high employee performance leads an
organization grow and enhance their sales. In this regards, it can be determine that performance
appraisal is highly interlinked with the enhanced commitment level of workers. According to the
DeNisi and Sonesh, 2011) performance appraisal is a systematic and continuous evaluation of
the staff performance on the job and their potential for development. This method is connected to
the commitment. Loyal workers towards the work can effectively perform all their tasks and
increase the level of productivity of company (Fethi and Pasiouras, 2010). It also helps them in
increasing market share and sales of company as well as its market share.
According to Klein, Becker and Meyer (2012) where the performance appraisal technique
helps in improving the work performance as well as satisfaction level of workers, it can also
demotivate the employees. It is the most effective method and performance which might leads to
affect the employee commitment in both positive as well as negative way.
Further, the whole literature section is highly related with the effectiveness of
performance appraisal in increasing employee commitment within the organization.
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Conceptual framework
Figure 3Conceptual framework of the relationship between performance evaluation justice and
employee commitment
14
Satisfaction in
performance apprisal
Employee Commitment
Fairness in performance
apprisal

CHAPTER 3: RESEARCH METHODOLOGY
By the way of going through a sequential processing of various chapters it is regarded as
next and most important chapters of any study. With the help of selecting most suitable research
methodologies researcher can easily evaluate the required data. It is the best effective way which
helps in framing appropriate findings as per the given subject matter (Kitchin and Tate, 2013).
For the same, researcher requires to select effective methods. With the help of best suitable data
collection technique information regarding performance appraisal as well as its relation to
employee commitment can be gathered. It is the best way to frame best findings and drawing an
effective conclusion as well. Here, some of the most common research methods are as follows:
Research Approach
One of the most crucial tasks for any researcher is just to go through the appropriate
information for their selected topic. By the way of selecting most suitable research approach
researcher is able to entail effectual results through continuous improvement in their research
(Novikov and Novikov, 2013). In this concern, Inductive and deductive are two main research
approaches through which researcher can accumulate required information. At the time of using
inductive research, data are collected earlier with specific area of research. On the basis of this,
appropriate theories will be developed. On contrary, under deductive approach all relevant
theories are considered at the initiation process only. This approach is being utilized whenever
hypothesis is being developed in the study.
As per this consideration, Inductive research approach has been taken into consideration
in the present scenario of the study. Through this, researcher can easily investigate all the
problems and issues associated with it in more accurate way (Kuada, 2012). Another effective
rationale behind selection of inductive research approach is a motive to find out the proper
information on effectiveness of performance appraisal in enhancing employee commitment.
Research Philosophies
This is another best technique which can also be defined as a blueprint of study. Basically
there are two types of research philosophies i.e. Interpretivism as well as positivism. With the
help of appropriate selection of the given technique most suitable findings can be developed
(Denzin and Lincoln, 2011). In this concern, Interpretivism philosophy provides a complete
understanding about the intricate world. It is the only way through which they can easily
conclude the general theories and patterns. On contrary, positivism philosophy applied when
15

hypothesis is being framed (Arthur and et.al, 2012). Through this, reliable data can be easily
obtained from it. After analysing the importance of both these techniques it has been clearly
determined that Interpretivism philosophy has been taken into consideration. It is a most suitable
technique on the basis of which in depth and accurate assessment can be taken into
consideration. It provides better information about the impact of performance appraisal on the
employee commitment. Further, it makes an in depth accurate assessment of human behaviour
and this is the reason both open ended and close ended questions have been incorporated in the
questionnaire (O'Leary, 2013).
Research Design
In order to entail better understanding about the given research topic the main motive of
researcher is just to go through the selection of appropriate research design. In this regards, some
of the most common research designs are as follows: descriptive, exploratory, experimental, case
studies etc.
Through this selection, researcher can decrease the chances of misleading of information
and make accurate assessment of the given subject matter (Witzel, 2004). As far as this research
concern, exploratory design has been incorporated. Through this, researcher can identify the
actual factors that affect the employee commitment as well as effectiveness of performance
appraisal styles at M&S. Another major reason for selecting this research design is exploring the
appropriate information about the given subject matter.
Data collection
It is considered as most important parts of any research in which researcher can easily
collect the required and suitable data and information as per the given subject matter. Primary
and secondary are two major data collection sources (Bricki, 2007). In this concern, primary data
can be gathered by the way of using various techniques such as interview, questionnaire survey
etc. It is regarded as a most important way to obtain human behavior and motivate them to give
appropriate responses as per the requirements. The present study incorporates questionnaire
survey in order to gather most suitable information. This questionnaire has been filled by
selected participants (Walliman, 2011). For the same, employees of M&S have been asked about
their level of commitment towards firm due to the better performance appraisal.
On the other hand, another most suitable source is secondary source in which researcher
can collect any type of information from online articles, books, magazines, journals etc. This
16

technique has been selected due to its benefits associated with the same such as: economy. It is
one of the best economical options for researcher as all the expenses regarding training
interviews can be easily reduced by the way of using questionnaire survey technique. Moreover,
here the data can be analyzed more scientifically (Soni and Kodali, 2012). As far as this research
is taken into consideration, data has been acquired by both primary and secondary sources.
Primary data is taken into consideration with the help of questionnaire from the existing
employees of M&S. This aids in gaining clear picture about the satisfaction and commitment
level of employees towards company due to the effective performance appraisal. On contrary
secondary data has been taken into consideration through sources like books, journals,
magazines, online articles and other related (Goertz and Mahoney, 2012). Through this,
researcher can quickly access any type of information which helps in elaborating best suitable
findings and results. However, majority of time researcher is able to find required information
quickly. It wastes a lot of time to researcher and also regarded as a biggest disadvantage of using
secondary sources.
Further, it can be assisted that the entire information is collected to develop the most
appropriate findings as per the given subject matter (Chilisa, 2012). Further, in order to gather
primary information, a short questionnaire is required to be distributed among 50 employees of
M&S. They can provide appropriate justifications about their commitment level towards the
firm.
Sampling
One of the most critical factors is regarded as a time which should be maintained
effectively. By the way of selecting best sampling technique researcher can save their time
through selection of desirable respondents for data collection. With the help of this, researcher
can narrow down the whole population (Kotzab and et.al, 2006). For the same, there are mainly
two types of sampling technique i.e. probabilistic and non-probabilistic sampling technique.
Probabilistic contains arbitrary selection process on the basis of which whole population can be
narrow down. In order to go through this, some of the most common techniques are simple
random sampling, stratified sampling, cluster sampling, systematic sampling etc. On the other
hand, under non-probabilistic sampling technique assortment of respondents depends on the
conditions (O'Leary, 2013). It covers various techniques such as snowball sampling, purposive
sampling and quota sampling.
17

As per the present study, data has been collected from employees of M&S. For the same,
50 employees have been selected through systematic sampling technique. In this regards, with
the help of this appropriate selection responses can be gathered and better findings and
conclusion can be drawn upon it (Kitchin and Tate, 2013). One of the major reason behind
employing systematic sampling is that it helps in gaining unbiased responses will be attained.
Here, these employees have been selected from the larger population according to a random
starting point and a fixed, periodic interval.
Research type
In order to take appropriate decision regarding the data collection there are mainly two
types i.e. qualitative as well as quantitative. Here, qualitative research type is based on the study
which defines the particular state of problems. Under this technique, various methods can be
used by researcher such as thematic analysis, graphical representation etc. On the other hand,
quantitative technique can also be entailed at the time when hypothesis is being developed
(Kuada, 2012). Under this technique, numeric interpretation of data can be used by incorporating
Ms-Excel, SPSS etc.
As per the present study there is no hypothesis is being formulated. For the same, one of
the most common types of research is regarded as a qualitative technique. However, without
being development of hypothesis, quantitative technique has been employed in this study. For
the same, graphical analysis can be taken into consideration on the basis of which appropriate
results can be derived in a more effective way. This is used in the present study as per the nature
of thesis. It has been identified that by the way of using this technique researcher can easily
develop appropriate themes in order to analyse the gathered responses (Kotzab and et.al, 2006).
Through this, appropriate information can be identified about the level of employee commitment
due to the performance appraisal. It is the most effective way to draw a better conclusion by
framing appropriate findings as well.
Data Analysis
By the way of proper analysis of given information researcher can easily develop effective
results for the present study. Mainly there are two ways on the basis of which data can be
analysed i.e. qualitative as well as quantitative research analysis. With the help of appropriate
selection of the given subject matter researcher can easily develop best suitable findings (Chilisa,
2012). It is the most effective way to frame a required conclusion as per the given subject matter.
18

Here, in the present study case both quantitative and qualitative methods of data analysis are
being employed. Thematic analysis has been applied in order to get qualitative insights regarding
the reactions. Simultaneously, graphical representation of data has also been done to get precise
results. These themes have been developed as per the gathered information from the workers of
M&S. On the other hand, graphical analysis takes place with the help of using MS-Excel
technique. On the basis of their responses researcher can find out the relationship between the
performance appraisal as well as its impact on the level of employee commitment.
Further, it can be regarded that with the help of questionnaire survey thematic analysis
has been the best suitable technique (Singh, 2010). It helps in making the overall analysis more
effective by giving best conclusion and results.
Ethical considerations
At the time of conducting any thesis one of the most important norms which researcher
should carry out is related to its ethics. It is highly essential to follow all the norms and laws at
the time of conducting any research. As far as the present research takes place, there are several
ethics has been followed by researcher due to which no plagiarized content should be found. The
whole data in this study has been gathered by the way of using primary as well as secondary
sources (Woods, 2011). At this time, it is being identified that all these data has been gathered
from authentic sources where appropriate information has been presented.
Moreover, another most common ethical consideration is related to the privacy of
researcher’s information. In this regards, it is being determined that at the time of collecting
primary data it has been founded that informed consent from all the respondents has been filled
(Zikmund and et.al, 2013). Under this form, their previous approval has been gathered and
proper assurance has been provided to them that all their responses remain anonymous and
confidential.
Further, this study entails several ethical practices at the time of gathering any type of
information. Data and information gathered during research is held securely in case of having
potentially confidential and sensitive information (Bricki, 2007). Moreover, it can be assisted
that substantial amount of care has been taken into consideration while analyzing overall data
and finding. It is prompt way to drawing a suitable conclusion. In addition to this, it can be stated
that all the information presented in this study is authentic and it has not been copied from any
19

sources. Further, researcher clearly stated that all the ethical practices have been followed by
researcher in a more professional manner.
Reliability and Validity of Data
It is highly important in the present study to give proper attention towards the reliability
and validity of the study. By this, appropriate findings and valid conclusion can be drawn. For
the same, researcher has gathered all the information from authentic sources and there was no
chance of misleading and misinterpretation of information (Gomez and Jones, 2010).
Moreover, researcher has been highly focused with the information which is highly
related to the given subject matter. As far as this study has taken into consideration, primary
information has also been collected from reliable sources. Further, there has been a proper
implementation of sampling technique through which better results can be attained. At the end of
this research, researcher has successful in developing trustworthy relationship with all the
respondents (Woods, 2011). It helps in gathering most suitable and valid information as per the
requirements as well.
20

CHAPTER 4: DATA ANALYSIS & RESULTS
Introduction
This section is regarded as a most important sections of any study in which researcher
can easily evaluate the most suitable findings. This part examines the data accumulated through
primary and secondary sources coupled with a discussion of various findings. It is the most
effective way on the basis of which researcher can draw a better conclusion and generate valid
results from dissertation. These findings usually fill the prevailing gaps of existing literatures and
frame suitable findings.
Data analysis can be regarded as a most important technique of the revision,
transformation and remodelling of data. With the help of this researcher can easily reach out to
the final decisions regarding the present research problem or the concerned situation. For this,
mainly two techniques can be incorporated in any study such as qualitative as well as
quantitative. At the time of using qualitative technique attention is paid towards the clarifications
provided by respondents. On conflicting, under quantitative assessment of data, mathematical
accuracy is being founded with the help of using best numeric techniques.
In the present report both qualitative and quantitative techniques have been applied to
examine the gathered information from primary analysis. One of the main reasons of
incorporating both of these techniques is presenting findings in percentage form so that
accurateness can be maintained. On the other hand, various themes will give informative details
about the subject matter which cannot be presented through graphs. By the way of applying both
of these techniques researcher can easily draw a valid conclusion and reach out to the intended
outcomes as well.
Analysis
Here, as far as this research is taken into consideration, the primary data collected
through questionnaire survey of employees of M&S. It is one of the largest retail organizations
and their employee base is huge. Therefore, systematic sampling technique has been applied to
select a sample. 50 employees have been selected through systematic random sampling. The
overall information and data gathered by these respondents have been analysed by framing
several themes coupled with graphical illustration of data in the form of percentage.
21

Theme: M&S carry out their performance appraisal process on yearly basis.
Findings: When employees of M&S have been asked about their organizations
performance appraisal process then majority of them replied that it takes place on yearly basis.
However, it has also been founded from the literature section of M&S appraisal scheme. It shows
that appraisal takes place here on yearly basis. Further, among 50 workers almost all of them
regarded that company makes their appraisal on yearly basis. They have stated that it is a very
long duration to wait for this process due to which their expectation levels are quite high.
Employees of M&S replied in affirmative manner and determines that in case of better
performance appraisal they feels satisfied and perform all their tasks more effectively. This
clearly shows that company requires motivating their workers by providing them good appraisal
according to their work quality and performance. It is the best way and source through which
company can easily retain their employees and enhance their level of commitment as well.
Theme: Motivation level after being subjected to performance appraisal.
20%
30%
20%
18%
12%
Motivation level after being subjected to
performance appraisal
Strongly motivated
Fairly Motivated
Moderately motivated
Negatively motivated
It doesn’t affect my motivation level at all
Findings: At the time of gathering varied responses of respondents it has been founded
that after having better performance appraisal motivation level of individual fairly enhanced.
However, it has not been discussed in literature section but it helps in filling the past gaps of
studies. Moreover, this theme presented finding after gathering information and data from the
employees of M&s. They can only present their motivation level after being subjected to
performance appraisals. When it has been asked to different employees that does performance
22

appraisal motivate them, then majority of them (30%) were fairly motivated. It has been
identified workers can give their positive response towards the company and effectively manage
all their work on stipulated time frame. It boosts up their confidence level and they are able to
perform more effectively.
From the same, the above graphical representation different responses of varied
respondents have been clearly identified. 30% employees were fairly motivated while 20% were
strongly and moderately motivated. It clears out the employees understanding about the PA
(Performance Appraisal) and raises their confidence level as well. However, some of them
replied were negatively motivated as well due to their poor appraisal and salary hike. Further,
M&S usually keep their workers fairly motivated by providing them value of their capabilities.
In this concern, it can be easily determined that workers are able to perform their tasks more
suitably and able to provide high quality products and services to their target intended audience.
Theme: Factors that motivate the employees of M&S
30%
24%
16%
30%
Factors that will motivate their employees to
perform better in future and improve
productivity
Salary Hike Promotion
Incentives Career development opportunities
Findings: One of the best ways to identify the relationship between performance
appraisal as well as employee commitment is just to go through the factors which keeps them
motivated. For the same, researcher has asked this to the selected sample employees of M&S. It
has also been founded in literature section that there are various factors which helps in enhancing
the motivation level of workers such as promotion, salary hike etc. Further, researcher is also
able to identify the expectation level of all their workers and how they can be motivated. As per
the above graphical representation it has been clearly identified that salary hike is one of the
23

most important factors which boost up their confidence level. Income is regarded as a most
important tool which is being required by all the employees. In this concern, 30% of workers
stated that salary hike is the only factor which keeps them motivated to perform better in future
and improve productivity as well. However, there are various other factors which raise the
productivity of organization such as another 30% stated that career development opportunities
provided by company is another most common ways to enhance their commitment towards the
company. Employee feels valued by company as they can also find various growing
opportunities for themselves. In addition to this, there are various other respondents which have
provided different response such as: 24% of them stated that promotion is another most effective
way which boosts up their confidence level. Timely promotions as per the work capabilities and
performance of individual, their confidence level can be raised. They feel motivated and
satisfactory. This factor helps them in keeping their performance high and enhancing the firm’s
productivity level as well. One of the last factors is incentive, almost 16% workers agree with
this fact that with the help of help of taking incentives they perform better in future and maintain
their performance as well.
Further, from the above given graphical representation it has been clearly founded that
career development opportunities as well as salary hike are two most common factors which
keeps them motivate just to perform better in future and improve productivity.
Theme: Employees of M&S feels highly demotivated in case of not meeting their expectation
regarding appraisal.
60%
10%
30%
Employees of M&S feels highly demotivated
due to their expectation level of appraisal
Yes No Sometimes
Findings: At the time of gathering responses from varied respondents it has been
founded that majority of them were demotivated due to their expectation level from appraisal
24

process. It has not been identified in the above literature section as it requires going with the
appropriate justification of the employees. However, it has been founded in literature section that
workers may feel demotivated whenever company is not supposed to match their level of
expectation. After gathering responses from the workers of M&S they are able to gather gain
high amount of information as per the concern of workers.
Here, the above theme clearly presented that 60% workers of M&S requires meeting their
level of expectation. Due to their exceptional performance they usually like to go through the
high performance appraisal and raise their expectation levels with the same. In this regards, the
above graphical representation clearly determines that 60% workers replied in affirmative
manner and stated that they feels motivated with this. On the other hand, 30% of them stated that
sometimes they feel motivated due to their expectation level of appraisal. Further, 10% of them
were really not satisfied with this and replied in negative manner. In this regards, the whole
above presented whole theme clearly argues that workers leads to face demotivation due to their
expectations from performance appraisals.
Theme: High performance appraisal and salary hike enhance employee’s commitment
towards the M&S.
70%
10%
20%
High Performance Apprisal and salary hike
enhances employee commitment
Yes No Sometimes
Findings: There are various factors associated with the increasing employee
commitment. Within this regards, researcher found several factors. When workers have been
asked about most satisfactory factors then 70% of them replied that its high performance
appraisal and salary hike. Both of these terms are considered as a same term which is related to
25

the financial situation of workers. With the help of having effective and higher appraisals
worker feels motivated and perform all their tasks of high quality. On contrary some employees
(20%) stated that sometimes it becomes a reason for their enhanced employee commitment.
Further, the above whole graphical representation presented that there is a High performance
appraisal and salary hike are two best factors through which commitment level of employees can
be enhanced. Further, it has also been identified in the literature section that employee
commitment can be enhanced by several ways. Within this same concern, performance appraisal
and better salary is regarded as some of the most important factors.
Theme: Satisfaction level of employees of M&S.
Very Satisfied Satisfied Neither Dissatisfied Very
Dissatisfied
0
5
10
15
20
25
Satisfaction level of workers
Findings: When respondents have been asked to rate their satisfaction level then majority
of them involved themselves in the category of very satisfied. When they have been asked about
their level of satisfaction within M&S as an employer then 25 among 50 stated that they were
very satisfied. They clearly stated that however their company takes out this process on yearly
basis but still it keeps them satisfied. From the above literature section also it has been founded
that, M&S clearly understands the capabilities of workers and provide them appraisal on the
basis of same. From the above diagrammatic representation it has been founded that majority of
employees of M&S were highly satisfied with the company. One of the major reasons of their
satisfaction level is that company understands their capabilities and provides them promotion and
salary hike on the basis of same. This is regarded as their major satisfaction level and they feels
valued by company as well.
26

Theme: Factors motivate the workers of M&S most.
10%
30%
20%
30%
10%
Factors motivate the workers most?
Awards Promotion Job satisfaction
Appraisal Participation
Findings: With the help of above graphical representation it has been founded that
promotions and appraisals are two most common factors which motivates the workers of M&S
the most. It is being identified from the literature section that there are some of the most
important factors which boost the satisfaction level of workers. Under these factors, promotion,
increment in salary etc. are regarded as essential factors. Within this same concern, when it has
been asked to employees about those factors due to which they feels motivated and satisfactory
30% of them were replied its appraisal process of company while another 30% stated that its
promotion. Company promote all those workers who are capable of doing work effectively. By
this promotion, they feel motivated and feel themselves valued within the company. All these
workers stated that by the way of getting high performance appraisal their satisfaction level gets
increased and they work more appropriately.
On the other hand, some other respondents 20% stated that job satisfaction while some of
them (20%) stated that awards and participations value for them. These are other most common
factors which clearly bring out the change in their mind-set and make them positive towards
company. It is being identified that by having higher job satisfaction level of workers they
usually gives 100% of their efforts. Further, the above theme clearly represents that promotion
and appraisals as well as job satisfaction are some of the most common factors associated with
the enhanced employee commitment.
Theme: Performance appraisal process of M&S
27

Findings: When workers of M&S have been asked about the process of performance
appraisal within their organization then it has been founded that company follows 12 months
process of appraisal. At this time, top management team go through the meeting and one-on-one
discussion with their staff members. At this process they have been asked about the problems
which have been faced by them. Moreover, all the workers clearly stated that this process of
appraisal provides support to them through which they work efficiently and effectively as
possible in line with needs of organization. Further, in the literature section whole M&S
performance appraisal review process is being explained and shown that at every 12 months
M&S follows appropriate performance appraisal process and try to fill the level of their workers
expectations.
Theme: M&S believes that enhanced employee commitment is essential for the growth of their
organization.
Findings: At the time of gathering responses from varied respondents it has been founded
that company should keep their employees committed. When they have been asked about the
importance of employee commitment then majority of them replied in affirmative manner. They
clearly stated that by the way of having enhanced employee commitment they give their huge
contribution for the success and growth of company. In this regards, it has been founded that it is
highly essential for M&S to engage their workers. With the help of this, they can provide quality
services to their customers. Further, enhanced employee commitment directly related to the
success of organization. Due to this, they must keep satisfied by providing high performance
appraisal as well as better promotions for their past performance.
Theme: Satisfaction level of workers from the performance appraisal technique of M&S.
28

80%
20%
Satisfaction levek of workers from M&S performance
apprisal technique
Yes No
Findings: When employees have been asked about their satisfaction level from the
performance appraisal of company then 80% of them stated that they were highly satisfied with
it. It is the only source through which they feels motivated and enhance their level of
performance and commitment towards the organization. They had given reason behind their
satisfaction level is the one-on-one discussion by the management team where they can raise
their expectation level in front of them. On the other hand, some workers (20%) were not
satisfied with their appraisal process. It leads to enhance demotivation level among them and
they are not able to complete their work effectively. In this concern, it has been founded that
performance appraisal is highly interlinked with the satisfaction level of customers.
29

CHAPTER 5: CONCLUSION AND RECOMMENDATIONS
Conclusion
From the above whole study it has been concluded that organizations are trying to
provide quality products to all their customers. In order to do so it is highly required by them to
keep their workers motivated so that they can perform more effectively and produce better
results for their firm. It has been identified that there are various factors which highly affect the
performance of individual such as performance appraisal, motivation, promotion, incentives etc.
In addition to this, performance appraisal is regarded as a most important technique which helps
in enhancing employee commitment. It is the formal process through which organization’s top
management team can easily evaluate the quality of an employee performance. By keeping it
very simple it has been concluded that job knowledge, quality, leadership abilities as well as,
versatility, cooperation etc. are those forces on the basis of which company can effectively judge
their employees performance.
Moreover, it has been founded that majority of organizations follows a process under
which structured formal interaction between subordinates and supervisors takes place. At the
time of this process, individuals can easily interact with their top management team and discuss
about their level of expectations from appraisal. This process develops a positive sense of ability
among all the workers and raises their confidence level as well. It is being identified that various
organizations these days are using results of appraisals either directly or indirectly. It is the most
common way associated with the reward outcome.
Some of the most common objectives associated with the performance appraisal
technique within of organizations are salary increase, promotion, training and development,
enhanced satisfaction and motivation level etc. It is the only way which provides satisfaction to
all the workers and raises their commitment level as well. The whole literature section presented
that there might be a positive as well as negative impact on the employee performance due to the
appraisal techniques followed by company. For the same, it has been concluded that in case of
not having expected appraisal, workers do not able to perform their tasks more effectively.
Further, it has been articulated from the findings as well as overall analysis section that
there are various techniques of performance appraisals and it is highly essential for firms to
select appraisal techniques which are best suitable for them. In this regards, some of the most
common techniques which has been explained in literature sections are Management by
30

Objectives behavioural observation scale, 360 Degree appraisal, behaviourally anchored rating
scales, KPI etc. Moreover, another best suitable ways of making high performance appraisals are
ranking, paired comparison, essay evaluation, checklists etc. It has been founded that with
the help of using these methods organization can easily improve the employee commitment
towards their work and helps in achieving the objectives and goals of the company in
effective and efficient manner. All such process of appraisals is highly related with the
development of motivation level among workers. M&S follows particular way to appraise the
performance of their workers and boost up their confidence level as well. They carried out an
appraisal system at every 12 months in which a meeting and discussion held between the staff
members as well as management of company.
It has been identified that before reaching to any appraisal decision M&S follows an
appropriate performance management system. With the help of this, they can get any type of
information about their employees and develop the skills and capabilities of them. Ultimately
this process results with the measures for feedback and performance evaluation as well. In
addition to this, their process of appraisal has been presented by the way of developing review
plan which helps in measuring the productivity of their organization.
Further, it has been concluded from the data analysis that that performance appraisal is a
source due to which level of employee commitment might leads to decrease as well as increase.
In this concern, it is being stated that maintaining better performance appraisal and processing
this timely keeps workers satisfied. Moreover, nurturing employee commitment will leads to
higher level of performance and raise the sales of company as well. By keeping performance
appraisal at the heart of company worker’s confidence level can be boost up and it makes them
loyal towards their firm. Appraisals are highly interlinked with the enhanced commitment level
of workers.
The whole finding section presented clearly arguments of the workers of M&S and stated
that their commitment level towards the organization. As per the findings of analysis section it
has been concluded that employees of M&S feels satisfied and perform all their tasks more
effectively by the way of getting satisfactory performance appraisal. It raises their satisfaction
level towards the firm and boost up their confidence level towards work. Through this, they are
able to perform all their tasks more effectively and easily enhance their work quality. It has been
concluded from the above whole study that that salary hike is one of the most important factors
31

which boost up their confidence level. Moreover, employee feels valued by company as they can
also find various growing opportunities for themselves. It has also been identified that M&S
follows yearly appraisal process and try to meet out their workers expectations from the appraisal
process. In case of not meeting their level of expectation they feel motivated. Moreover, it has
been identified that appraisals and promotions are two most common sources which helps in
enhancing employee commitment. With the help of having committed workforce M&S can
easily raise their sales and provide quality services to their customers.
Recommendations
The above present study clearly gives a description about the various ways on the basis of
which M&S can enhance their workers commitment level. Several findings have been frame on
the basis of same. With this, it has been founded that with the help of appropriate salary hike,
promotion as well as career development Opportunities Company can maintain positive
commitment of workers. In addition to this, it is being recommended that company can also
improve its appraisal process as per their competitor’s strategies. There is a huge competition
among retail industries within a UK and due to this maintaining effective appraisal in
comparison to others is highly difficult. Further, one of the best ways is just to go through the
overall processing of the competitors appraisal process. On the basis of this process whole M&S
can develop and improve their processing.
Another best recommendation to make the Performance appraisal effective to improve
commitment is to listens the workers. However, company follows one on one discussion before
appraisal process but it is essential to take their requirements effectively and more seriously. One
of the best ways to enhance their employee commitment is just to set a benchmarking process on
the basis of which workers performance can be easily analysed. It is based on a metrics in which
organization can measure its workers success and add value to its business and work processes.
Moreover, it is regarded as a most important and effective technique which can be used by M&S
to make their performance appraisal process more smooth. This tool is basically used for process
improvement and the overall measurement of the working capabilities of employees.
Another best strategy which can be adopted by M&S is the adoption of 360 degree
appraisal process. It is the most suitable way to gather any type of information from the co-
workers of that particular person. In this regards top management team can consult these co-
workers and get any type of information about the employee. Through this, they can measure
32

their working attitude, capabilities and judge their performance as well. Moreover, it is another
best technique which helps the M&S to enhance their workers commitment level. Proper
monitoring leads them to improve their performance and gives them justification about any type
of strict action.
By the way of going through particular monitoring M&S can motivate their workers and
boost up their performance with the same. Motivation is regarded as a best factor which helps
company in providing quality products as well as services to all the consumers. Through
appropriate monitoring management people can provide feedbacks to workers according to their
performance. It helps them in boosting their working capabilities and leads to maintaining work
quality as per the given feedbacks.
33

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36

APPENDIX
37

QUESTIONNAIRE FOR EMPLOYEES OF M&S
Name: ________________________
Age: _________________________
Designation: ___________________
Tenure: _______________________
Q1. On what time period organizations carry out the performance appraisal?
o Quarterly
o Half yearly
o Yearly
o Other
Q2. Rate your motivation level after being subjected to performance appraisal?
o Strongly motivated
o Fairly Motivated
o Moderately motivated
o Negatively motivated
o It doesn’t affect my motivation level at all
Q3. According to you what are the major factors that will keep you motivated to perform better
in future and improve your productivity?
o Salary Hike
o Promotion
o Incentives
o Career development opportunities
Q4. If your expectation regarding your appraisal does not meet do you feel demotivated?
o Yes
o No
Q5. Does high performance appraisal and salary hike enhance your level of commitment towards
the M&S?
o Yes
38

o No
o Sometimes
Q6. How satisfied you are with the company as an employer?
o Very Satisfied
o Satisfied
o Neither
o Dissatisfied
o Very Dissatisfied
Q7. What are the reasons for your satisfaction/dissatisfaction?
______________________________________________________________________________
______________________________________________________________________________
Q8. What motivates you the most?
o Awards
o Promotion
o Job satisfaction
o Appraisal
o Participation
Q9. Which performance appraisal process is being followed by your company?
Q10. Do you feel like employee commitment is essential for your firm?
Q11. Are you satisfied with the performance appraisal technique followed by your company?
Yes Why? ________________________________________
No Why? ________________________________________
Summary of the Questionnaire
Q2. Rate your motivation level after being subjected to performance appraisal?
Strongly motivated 10
Fairly Motivated 15
39

Moderately motivated 10
Negatively motivated 9
It doesn’t affect my motivation level at
all
6
Q3. According to you what are the major factors that will keep you motivated to perform better
in future and improve your productivity?
Salary Hike 15
Promotion 12
Incentives 8
Career development
opportunities
15
Q4. If your expectation regarding your appraisal does not meet do you feel demotivated?
Yes 30
No 5
Sometimes 15
Q6. How satisfied you are with the company as an employer?
Very Satisfied 25
Satisfied 15
Neither 0
Dissatisfied 7
40

Very Dissatisfied 3
Q8. What motivates you the most?
Awards 5
Promotion 15
Job satisfaction 10
Appraisal 15
Participation 5
41