BUSINESS RESEARCH METHODS

Final Term Project

GRIZLI777

A PROPOSAL

ON

IMPACT OF Employee Satisfaction ON Training and

development, Employee Compensation & Work Environment

An Empirical study in context of developing countries like Pakistan

Submitted By:

Asif Hussain
MBEW-S19-008
MBA Executive 3rd semester

Submitted To:
Prof. Dr. Saeed Ahmed Sabir

Chapter 1
 Introduction
1.1Background Studies
Employee satisfaction refers to a collection of positive or negative feelings that an individual
holds toward his or her job. A search of PsycINFO for the years 1976 through 2000 revealed at
least another 7,855 publications on the subject. Most job satisfaction studies have focused on the
individual employee level as a unit of analysis. Thus, employee surveys reported at a business-
unit level are more efficient and less dependent on survey length because item-level measurement
error is less of a concern.
The purpose of this study is to examine the relationship between employee satisfaction and
customer satisfaction, and to examine the impact of both on hospitality company’s financial
Several studies suggest that there is a positive relationship between employee satisfaction and
customer satisfaction Because of this assumed positive relationship, employee satisfaction has
received significant attention from researchers and became a critical issue within the last two
decades (Matzler and Renzl, 2007). There is no doubt that employee satisfaction is critical in the
service industry because of the nature of the industry.
. Employee satisfaction, therefore, directly influences process quality. Process quality, in turn,
determines quality costs and customer satisfaction. From a theoretical and managerial
perspective, therefore, it is crucial to identify the drivers of employee satisfaction, to monitor
satisfaction continuously and to take the right measures to foster satisfaction and loyalty.
Many studies (Delaney and Huselid, 1996; Guest, 1997; Tortosa et al., 2009; Bellou and
Andronikidis, 2008; Alencar de Farias, 2010) suggest that employees have a great influence on
the firms’ performance. Indeed, human resources are unique resources that competitors simply
cannot replicate (Akhtar et al., 2008; Huselid et al., 1997) and provide competitive advantage to
the firm (Papasolomou and Vrontis, 2006). This study aims at filling this gap using data from
microfinance institutions (MFIs) in the South Kivu region from DR Congo. Two arguments may
justify the relevance of this study. First, the success of MFIs depends largely on the quality of the
interactions between employees and customers and among employees (Lovelock and Wirtz,
2002; Zeithaml et al., 1985). For most customers, frontline employees are the first and unique
contact point that they have with the microfinance institutions.

1.2 Problem Statement:

One of the main roles of Human Resources (HR) department to ensure that employees are quite
satisfied with their jobs. Usually, studies have shown that employees are satisfied or company is
considered to be more productive. On the other hand, if the workers are not satisfied with their jobs,
they are considered less productive and more prone to absenteeism and turnover. So departments
need to measure employee satisfaction and examine the correlation between these three variables
(productivity, absenteeism, and turnover) with respect to the possibility of extraneous variables.
Human Resources Consulting, Inc. hired by a middle-sized finance company to conduct a survey
about this topic. The survey, which was given to the entire population of workers, quantifies job
satisfaction, and employee. General job satisfaction feedback will assist HR in identifying the
percentage of employees satisfied and the percentage satisfied in the area of compensation, benefits,
training, and employer relations

1.4 Research Questions

Scope of the study

 This helps to identify the level of employee satisfaction towards the organization.
 This research helps organizations to identify areas of employee dissatisfaction.
 Testing of relationship between internal marketing and employee satisfaction.
 Testing of relationship between the employee satisfaction and perceived organizational performance.
 Testing of relationship between the internal marketing and organizational performance.

1.5 Significance of the study:

Employee satisfaction is one of the most significant determinants of productivity. Employees expect
more in exchange for their services from their organization. Keeping good employees are a talented
and hardest work even for the most established companies in the world today. Satisfied employees
are not only loyal to the company, but also help to increase the productivity of the company. Maybe
they would recommend the company's services and products from them whenever possible and help
the company to have a great talent for recruitment in the future.
 Chapter 2
Literature Review

Chapter 3
Methodology

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APPENDIX 3: Questionnaire

Being research student, I am conducting a survey on “The Role of Emotional Intelligence, Job
Autonomy, Perceived Organizational Support on Entrepreneurial behavior by considering mediating role
of creativity and moderating role of organizational commitment.”.You are kindly requested to respond to
the following statements. Your responses are of great importance as this survey forms a part of BBA
research study. We therefore value your cooperation very highly. The survey comprise of different kind
of questions. There is no right and wrong answer to the question. We are only interested in your
personal opinions. Your responses will be treated in strict confidence and will only be used for research
purposes. Thanking you in advance.
SECTION ---I
Gender : 1.Male 2.Female

Age Group: 1: Up to 25 2: 26-45 3: 46-55 4: 56+

Education: 1. Bachelor’s 2. Master’s 3. PhD

If other pleases specify_________________________

Organization Name:

Nature of employment: 1.Contractual 2. Permanent 3. Others ________________

Length of service: 1. up to 1 yr 2. 2-5yr 3. 5-10yr 4. 10+yr

SECTION ---II

Items Strongly Disagree Neutral Agree Stron

Disagree Agree
Emotional Intelligence
I have a good sense of why I have certain feelings most of 1 2 3 4 5
the time.
I have good understanding of my own emotions. 1 2 3 4 5
I really understand what I feel. 1 2 3 4 5
I always know whether or not I am happy. 1 2 3 4 5
I always know my friends’ emotions from their behavior. 1 2 3 4 5
I am a good observer of others’ emotions. 1 2 3 4 5
I am sensitive to the feelings and emotions of others. 1 2 3 4 5
I have good understanding of the emotions of people around 1 2 3 4 5
me.
I always set goals for myself and then try my best to achieve 1 2 3 4 5
them.
I always tell myself I am a competent person. 1 2 3 4 5
I am a self-motivated person. 1 2 3 4 5
I would always encourage myself to try my best. 1 2 3 4 5
I am able to control my temper and handle difficulties 1 2 3 4 5
rationally.
I am quite capable of controlling my own emotions. 1 2 3 4 5
I can always calm down quickly when I am very angry. 1 2 3 4 5
I have good control of my own emotions. 1 2 3 4 5
Entrepreneurial Performance
My hospital has been very profitable. 1 2 3 4 5
My hospital has generated a high volume of sales. 1 2 3 4 5
My hospital has achieved rapid growth. 1 2 3 4 5
The performance of my hospital has been very satisfactory. 1 2 3 4 5
My hospital has been very successful. 1 2 3 4 5
My hospital has fully met my expectations. 1 2 3 4 5
Creativity
I suggest new ways to achieve goals or objectives 1 2 3 4 5
I Come up with new and practical ideas to improve 1 2 3 4 5
performance.
I suggest new ways to increase quality. 1 2 3 4 5
I am a good source of creative ideas. 1 2 3 4 5
I am not afraid of to take risks. 1 2 3 4 5
I promote and champions ideas to others. 1 2 3 4 5
I exhibit creativity on the job when given the opportunity. 1 2 3 4 5
I come up with creative solutions to problems. 1 2 3 4 5
I often have a fresh approach to problems. 1 2 3 4 5
I suggest new ways of performing work tasks. 1 2 3 4 5
Organizational commitment:
This hospital has a great deal of personal meaning for me. 1 2 3 4 5
I feel a strong sense of belonging to this hospital. 1 2 3 4 5
I feel like part of the family at this hospital. 1 2 3 4 5
I feel emotionally attached to this hospital. 1 2 3 4 5
Job Autonomy
I am able to choose the way to go about my job 1 2 3 4 5
I am able to modify what my job objectives are. 1 2 3 4 5
My job is such that I can’t decide when to do a particular 1 2 3 4 5
work activities.
I have no control over the sequencing my work activities 1 2 3 4 5
Perceived organizational support
My hospital cares about my opinions. 1 2 3 4 5
My hospital really cares about my well-being. 1 2 3 4 5
My hospital strongly considers my goals and values. 1 2 3 4 5
Help is available from my hospital when I have a problem. 1 2 3 4 5
My hospital would forgive an honest mistake on my part. 1 2 3 4 5
Entrepreneurial Behavior
I display an enthusiasm for acquiring new skills. 1 2 3 4 5
I encourage my colleagues to take the initiatives for their 1 2 3 4 5
own ideas in order to improve our services.
I cannot change quickly course of action when results aren’t 1 2 3 4 5
being achieved.
I seldom devote time to help my colleagues in order to find 1 2 3 4 5
ways to improve our services.
I don’t inspire my colleagues to think about their work in 1 2 3 4 5
new and stimulating ways.
I create a co-operational and team working climate in my 1 2 3 4 5
department in order to meet a challenge.