Assignment Sample on BM00114 Individual Research Project

Topic -Impact of employee’s satisfaction on customer satisfaction in the banking sector of UK

Chapter 1: Introduction

The research will have its focus over the impact of employee satisfaction on the satisfaction level of customers in baking sector of UK. Employees are an important asset in the organization and the success of the company rely upon the efforts made by the employees in it. This requires development of healthy relations among the employer and employees so that they could help in giving out the best output (Ali and Raza, 2017). Banking sector makes their best efforts so that it could help in providing satisfaction to their employees so that productivity could be enhanced. The development of relations among the employees helps the banking sector to have knowledge about their needs and expectations. It ensures that employees could meet with their needs and have higher level of satisfaction.

It makes them to impart their thoughts and insights with one another that prompt best answer for the organization. It makes them association to have facilitated workers which allows less opportunity of contention because of right arrangement (Al-dalahmeh et al., 2018). This is gainful for the organization as it makes the representatives to be more useful and connected according to the requirements of the organization. It is intended for the having right representatives in the organization while managing the necessities with the goal that their fulfilment level could be kept up with. The maintenance of ability in the organization happens with the advancement of sound relations among the representatives so that best could be embraced into the organization. Workers could be supported in the association for supporting into serious market with the administration of contentions in the organization. Advancement of relations among the representatives makes them workers to cooperate and accomplish the ideal target of the organization. It prompts dynamic development with the administration of individual stake in the association (Pakurár et al., 2019). It prompts decrease of clashing circumstances in the organization with the administration of serene working environment or culture in the organization. As opposed to this, incapable or helpless representative relations prompts decrease in fulfilment level of workers while having high pressure from boss. The ineffectual relations among the representative’s prompt clashing suppositions and influences mental part of supervisor in the association. It straightforwardly hampers the presentation of representatives in the association which prompts insufficient usefulness and development in the cutthroat market.

Worker relations are considered as significant viewpoint in banking sectors as they think about their representatives as vital wellspring of progress. Hence, they put forth their best attempt to foster solid relations among workers so it would help in upgrading the exhibition (Famiyeh et al., 2018). Representative relations are critical for banking sectors as this makes the worker to stay focused on the association and acquire its dedication in the organization. This makes the organization like banking sectors to hold its ability in the association so best efficiency of items and administrations could occur in it. Healthy working environment is kept up with for working on the commitment of representatives while developing into the bearing where the best could be achieved (Rita et al., 2019). It is intended for supporting into serious market while investigating various business sectors for right development and achievement. Subsequently, both satisfaction level of employees and employer are significant in banking sectors as it prompts satisfaction of targets in the organization with the commitment of workers in it. It comes to meet with contest and develop at right level in it. The research will have its emphasis over the changes (Janahi and Mubarak, 2017).

Majorly researcher makes the use of qualitative and quantitative research methods for collecting data into the study (Yilmaz et al., 2018). Quantitative research method leads to collecting and presentation of data in the for numerical structure while qualitative research method leads to have descriptive study with the collection of right data into the study. The research will make the use of secondary research method for collecting and presenting the data in an accurate manner. It will make the use of different articles, publications, journals and websites for collecting data and information in an effective manner (Pakurár et al., 2019). It will analyse the data and present it effectively so that it could be understood easily.

Research objectives

  • To understand the terminologies such as customer satisfaction, employee satisfaction
  • To study the link between customer satisfaction with the employee satisfaction in context to banking sector of UK
  • To identify the factors that affect the customer or employee satisfaction in banking sector
  • To suggest the ways to boost the customer or employee satisfaction

Research Question

“How is employee’s satisfaction linked with customer’s satisfaction?”

Chapter 2: Literature Review

2.1 Introduction

The study aimed is to present the different scholar review about the impact of employee satisfaction over customer satisfaction in service sector. The review of literatures would help the reader to make better understanding about the topic and related to problem. The learning about the relationship between employee and customer satisfaction would help banks to make present or future decision accordingly like what changes need to bring so that better results can be obtained (Buil et al., 2016). However, the study about the link would help to reveal various aspects about the impact of these two variables on each other. Thus, this study would be proven successful to reach on desired results.

2.2 Terminologies such as customer satisfaction, employee satisfaction

The customer or employee level of satisfaction is dependent upon the management policies or strategies which it takes for them (Kurdi et al, 2020). Likewise, these two terminologies are dependent upon each other. This can be understood with the learning of its concept first.

Customer satisfaction: – According to Wheatley (2017), customer satisfaction is dependent upon the price. In case of customer, the quality of goods and services create satisfaction and it is not only related to the price. The customer services include the pre-selling process such as price or packaging of product whereas post-selling of product customer perceive about the product quality and after-sales services. These aspects support to make the customer satisfaction.

Employee satisfaction: – The satisfaction among employees can be learnt based on number of factors which contribute to worker satisfaction. It includes the empowerment of the member of staff, wonderful salary and wonderful advantages as well as recognizing overall performances (Long et al., 2013). The employee satisfaction is also dependent upon the management policies regards to employment or equal treatment etc.

Customer level of satisfaction is when an organization compares any product recognized effectiveness along with customer expectations. The satisfaction level is considered to be dependent upon the employees as how they design the services that allows customer to feel fulfillment of their expectations.

2.2.1 Employee job satisfaction

From the study of Leder et al. (2016), it is identified that employee job satisfaction deploy important effect on customer satisfaction because it is true that satisfied employees always contribute towards the productive results. Likewise, if employee is feeling satisfied with the remuneration or training policies and found the growth opportunities in organization then it definitely serves better to the customers. Similarly, the service-profit chain revealed the relationship between profitability, development and growth. Other study shows that there is a significant relationship between employee work satisfaction and customer service quality. The study of Barakat et al. (2016) believed that employee job satisfaction is another significant variable for the success of institutions in a competitive environment. The academic study revealed that there are several factors which are affecting job satisfaction like demographical factors or institutional factors while these are likely positive or negative depending on the person. Moreover, the employee impact is not only on the business life but also on social life. It is because if employee is satisfied then it definitely provides positive feedback to their peer members or friends, relatives. This resulted into increasing positive goodwill to organization.

2.2.2 Customer job satisfaction

In the views of Hill et al. (2017), customer satisfaction has a direct relationship with employee behavior. It is noted that employee can only be productive when its personal growth or goal has been achieving. Otherwise, it influenced their ability to serve the customers. However, the customer service is dependent upon the employee as what efforts it makes to feel customer satisfied. The job satisfaction is the major aspect which is largely based on number of factors such as demographic, cultural or economic etc. Likewise, if employee does not target different demographic customers regardless to age or gender then it could influences the firm services on adverse manner. Other than that, the customers are also become conscious about the environment as well as society so the role of employees also get enhances with this. it is because customers are the ones that now look for the sustainable approach and employees are responsible for outlining the sustainable practices. That’s why, the job satisfaction of customer is dependent upon the management or employee practices.  It is found that satisfied customers are always been a permanent commercial and nice will of the company. This is because customers with high loyalty towards the brand can have utmost trust on firm which resulted into long-term association. However, customer satisfaction in service industry is purely based on employees as without them, it won’t be possible to secure the customer loyalty. This is because service industry like banking or e-commerce’s are dependent that how properly they are serving to the customers and employee interaction with customer allows the people to make perception about the firm (Yi and Nataraajan, 2018). That’s why, it is stated that customer job satisfaction is driven with the employees.

Therefore, the both terminologies clearly defined the factors or aspects which influence the respective satisfaction level.

2.3 Link between customer satisfactions with the employee satisfaction in context to banking sector of UK

In the perception of Kurdiet al. (2020) Worker relations have direct impact over the commitment and fulfillment level of the representatives as the high venture of the organizations depends on the improvement of relations of the representatives. This is generated with the satisfaction level that has been attained by employees and customers in the banking sector. It is intended for expanding the efficiency of the organization and improving the exhibition of the two representatives and manager in the organization. The significant viewpoint for conveying representative relations is to expand the cooperation with the right degree of correspondence for developing at extraordinary speed. Correspondence among workers has been significant in the association as it helps in conveying the right message to each other which is useful for the banking sector. It additionally empowers the association to have legitimate convenience of its angle like force and legislative issues while dealing with the relations among the workers. Force is conveyed among the businesses of the association as they approve representatives to work into right course while conveying their obligations. It has led to development and emergence of right satisfaction level for sustaining into right manner. Consequently, representative relations help in two-way correspondence powerful without having obstacles and satisfying the obligations viably. It leads to great level of understanding among the employees and customers. Also, various valuations of individuals lead to political culture in the organizations which is significantly made do with the assistance of sound relations created among the representatives in the association.

As per the convention of Pantouvakis and Bouranta (2013) relation between the employer and employees are imperative to be conveyed in the association as it helps in creating solid relations, correspondence and coordination among representatives. For instance, sound relations among the representatives make them to have connection with one another while chipping away at comparative undertaking or in a group. It makes them to impart their thoughts and insights with one another that prompts best answer for the organization. It makes them association to have composed workers which allows less opportunity of contention because of right agreement. This is gainful for the organization as it makes the representatives to be more useful and connected according to the necessities of the organization. It is intended for the having right workers in the organization while managing the necessities so their fulfillment level could be kept up with. The maintenance of ability in the organization occurs with the advancement of sound relations among the workers so that best could be attempted into the organization. Representatives could be energized in the association for supporting into serious market with the administration of struggles in the organization. Improvement of solid relations among the representatives makes them workers to cooperate and accomplish the ideal goal of the organization. It prompts dynamic development with the administration of individual stake in the association. It prompts decrease of clashing circumstances in the organization with the administration of serene working environment or culture in the organization. As opposed to this, insufficient or helpless representative relations prompts decrease in fulfillment level of workers while having high pressure from manager. The insufficient relations among the representative’s prompt clashing feelings and influences mental part of chief in the association. It straightforwardly hampers the exhibition of workers in the association which prompts insufficient efficiency and development in the cutthroat market.

In the opinion of Sarwar and Abugre (2013) customers and worker relations are considered as significant angle in banking sector as they think about their representatives as crucial wellspring of accomplishment. In this way, they put forth their best attempt to foster sound relations among representatives so it would help in upgrading the exhibition. Worker relations are critical for banking sector as this makes the representative to stay focused on the association and procure its steadfastness in the organization. This makes the banking sector to hold its ability in the association with the goal that best usefulness of items and administrations could happen in it. Emergency rooms are kept up with for working on the commitment of representatives while developing into the heading where the best could be accomplished. It is meant for generating satisfaction level among the customers so that they could be retained in it. Right working culture in the environment leads to availability to satisfaction provided to the employees. This helped in providing satisfaction to their customers while sustaining into competitive environment.  It is intended for supporting into right market while investigating various business sectors for right development and achievement (Sinha, 2013). Along these lines, ER are significant in banking sector as it prompts satisfaction of goals in the organization with the commitment of workers in it. It comes to meet with contest and develop at right level in it.

2.4 Factors that affect the customer or employee satisfaction in banking sector

There are many factors that affect customer or employee satisfaction in banking sector. Kurdi et al. (2020) believed that factors can be both internal and external which affect satisfaction level of both employee and customer. The internal factors are those which occurred within the organization. Likewise, lack of proper communication is one of the factors that influences the employees work performances and it directly affect the customer services. Likewise, if employees are not getting proper information about any customer’s financial credibility then it faces problem to take right decision of sanctioning loan. The proper flow of information is important among the staff of banks for creating proper satisfaction among employees as well as customers. banking sector is the one that run based on the internal coordination of employees so absences of right policies or improper behavior of leader/manager affects the satisfaction of employees at large and it influences the customer services in adverse manner. However, the remuneration is also a factor that also affects the employees satisfaction as many of time employees does not received what they are expecting in banking sector. This become a reason behind for employee dissatisfaction and it is noted that employee with low morale can never provide best effort towards the work. It resulted into affecting customer services.

In context to macro factors, Khan et al. (2013) identified that banking factors are largely depend upon demographic, technological or even economic factors as its helps in the functioning of banking sector. It is because banks demand for the strong economic growth where people spending or investment capabilities tend to be more. This helps the banks to perform inflow or outflow of cash. Apart from this, demographic factors also influence the banking sector in terms to have capability to take loan or make investment in banks. This helps the sector to grow or more economy to develop. At the same time, demographic factors have a great impact on consumer’s attitudes and behavior towards new technology acceptable such as e-banking. However, age, gender, educational level, income and occupation are something that is influential demographic variables affecting e-banking usage. There is still Generation-X that don’t use e-banking due to fear related to fraud in transaction etc. This conventional thought process does not allow them to accept new banking services (Belias and Koustelios, 2014). That’s why, the banking sector in majorly on developing nation bring innovation by considering the demographic population. However, the update of technology is also critical factor for the staff especially for aged ones to understand and this create issue for them to perform their roles and responsibilities. It somewhere affects customer services.

2.5 Ways to boost the customer or employee satisfaction

According to Frey et al. (2013) Satisfaction level of both employees and customers are important for the organization as it enables them to attain success into right manner. Successful relations are conveyed among the representatives with the goal that they could work in coordination and accomplish their ideal targets in the organization. It requires number of methodologies to be conveyed in the banking sector with the goal that it could right representative relations in the association. Viable correspondence and coordination are significant angles that should be followed so they could convey the best to the clients. It guarantees that opposition could be met and self-awareness of the representatives is additionally considered. Culture is a significant angle that has impacts the representative relations as various refined individuals work at same level. The executives of culture while sharing various contemplations, perspectives and convictions and so forth makes the representatives to work in coordination. Reception of right culture and its administration in the association makes the banking sector to have number of conclusions and idea which are needed for further developing execution successfully (Cheema et al., 2015). Then again, unique refined individuals make the association to have various suppositions which prompted clashes in the organization. This influences the representatives’ relations and their functioning skills in the association.

Additionally, it has been considered by Iglesias et al. (2019) that power sharing prompts the executives of force that is conveyed by top administration in the association and approves others to work successfully. Force sharing at right level in the organization makes the businesses to practice their force and guides their representatives into right course according to the necessities of the organization. Practicing the force into right spot makes the workers and boss to have successful relationship conveyed among them. It makes them to develop their stake into the organization and make them to put their efforts for having their balance with their customers. Then again, businesses once in a while practice their force for their own advantages which influences the relations with representatives in the association. Negative impact over the workers influences the exhibition of the organization and their commitment conveyed in the organization (Riyanto et al., 2017). Thus, the satisfaction provided to the employees helps in attracting the customers. It makes them the customers to know the right values provided to them which are associated with the banking sector and its working aspects.

In the opinion of Bin (2015) Shared qualities lead to imparting of contemplations and insights in the association with the goal that it could have numerous answers for the issues. It makes the banking sector to have representatives to work in a group with right cooperation which prompts improvement in the exhibition of organization. As opposed to this, distinction in qualities makes the workers to have clashing thoughts and feelings that influence the association and its exhibition. What’s more, successful correspondence and ceaseless learning’s in the association makes the representatives to further develop their connection even out and learn new viewpoints appropriately. It makes the business and representatives to work viably with sharing of their thoughts with one another (Hur et al., 2015). Viable correspondence drives to appropriate administration of data and information in the association that is needed for working into right heading. It makes the employees to have information of the customers and assists them to develop their right level of communication with them. Constant learning makes the workers to learn new viewpoints, procedures and qualities in the organization so they could accomplish their ideal objectives. It enables them to work into right direction with right level of satisfaction so that it could achieve its desired objectives (Pang and Lu, 2018). As opposed to this, helpless correspondence and constant learning influences the exhibition of representatives as they are more connected with into self-awareness instead of powerful execution. Shared culture, power sharing, shared qualities, compelling correspondence and persistent learning and improvement are significant in the association as this makes the representatives to work in coordination. It makes them to work in a group that prompts age of number of thoughts, assessments and qualities in the association so it could accomplish their ideal objectives (Agbozo et al., 2017). This additionally guarantees that these individuals work into right heading while at the same time meeting with goals which is needed for both individual and association development. It likewise makes them to learn new perspectives which are suggested in the organization for right development and meeting with rivalry in a simple manner.

2.6 Research Gap

This researcher aim is to make discussion about the employee/customer satisfaction level in banking sector. The studying related to banking sector is not addressed before so this research study would fulfill this gap on proper manner through identify the bank employee satisfaction level and how efficiently they offer customer services (Aghelie et al., 2016). Apart from this, the gap which found in the research is availability of less information about the topic due to which researcher face problem to extract large information and present different scholars review on the topic. Thus, this research gap could influence the research study authenticity if the proper findings about the topic haven’t shown in the literature review.

Similarly, the time and cost are another research gap which is critical for every researcher. The reason behind such issues due to qualitative sources takes large time to identify the relevant articles for finding out best possible information for research study (Sabbaghtorkan et al., 2020). That’s the areas that give rise to the research gap in study.

2.7 Summary

The literature review clearly presented the link between employee and customer satisfaction in respect to banking sector. The review of scholars brings into notice about the significances of employee satisfaction for bringing best customer service for them (Pang and Lu, 2018). However, the review of different scholar presented various findings about the relationship between employee or customer satisfaction.

Summary of Articles showing findings

Title Reference Key Findings
Employee satisfaction and use of flexible working arrangements. Wheatley, D., 2017. Employee satisfaction and use of flexible working arrangements. Work, employment and society31(4), pp.567-585. The article purpose is to outline the impact of flexible working arrangements through using of British household panel survey and understanding society. The findings reveal gaps in availability and use of FWAs and highlight the gendered nature of flexible employment. Flexible-time found to be effective impact on people morale in regards to offer productive outcomes to customers.

As a result of motivated employees, the flexible working arrangements has proven important to secure the best behaviour of an individual.

The effect of work environment on job satisfaction: Evidence from the banking sector in Ghana. Agbozo, G.K., Owusu, I.S., Hoedoafia, M.A. and Atakorah, Y.B., 2017. The effect of work environment on job satisfaction: Evidence from the banking sector in Ghana. Journal of Human Resource Management5(1), pp.12-18. The article purpose is to analyse the impact of work atmosphere of organisation over the job satisfaction of employees. The findings of article revealed that physical or mental environment having an intense impact on people as employees in banks are highly influenced by the environment like how they are treated, what kind of resources or performance appraisal strategy they are using. These areas support the employees to develop right ethics or behaviour in regards to serve the customer. The result of article presented that workplace environment impact on employees is playing important role in customer service.
Organizational motivation, employee job satisfaction and organizational performance: An empirical study of container shipping companies in Taiwan. Pang, K. and Lu, C.S., 2018. Organizational motivation, employee job satisfaction and organizational performance: An empirical study of container shipping companies in Taiwan. Maritime Business Review. The purpose of this study is to evaluate the effect of motivation on job satisfaction or organizational performance. In respect to findings, it is learnt that Four motivation dimensions were idented based on an exploratory factor analysis, including remuneration, job achievement, job security and job environment. However, the result presented that remuneration and  job performance had a positive effect on financial performance dimensions such as return on assets, turnover growth rate and profitability while job environment and job autonomy has a positive effect on non-financial performance dimensions such as customer service, employee productivity and service-quality.
The impact of working motivation and working environment on employee’s performance in Indonesia stock exchange. Riyanto, S., Sutrisno, A. and Ali, H., 2017. The impact of working motivation and working environment on employee’s performance in Indonesia stock exchange. International Review of Management and Marketing7(3), pp.342-348. The article aim is to present the impact on working motivation of employees on their performances at the time to serve the customers. The findings revealed that better compensation always support the people to put their full efforts to turning potential customer into loyal one. The physiological side of employee is very important to grab the positive opportunities.

Thus, the article result has proved the significance of working motivation for employees to contribute better results.

 Chapter 3: – Introduction

Research methodology is an important section that needs to be considered in the study so that it could help in extracting right information in the research. It leads to evaluation of crucial method, technique, design, approach that are required to be considered in the study for meeting the problem of the research. It is meant for meeting with the research objectives while carrying right purpose in the study. In consideration of the research, research onion model is adopted in the study for carrying out the stages in the study so that it could meet with objectives in it. This makes the research work to carry systematic approach which is meant for presenting the right findings in the study while leading into right direction. It makes the researcher to attain right solution to the research problem while applying it effectively into the research work.

The model has been presented by Saunders in 2003 with the clarification that has been presented for the philosophies, approaches or strategies that are used in the research so that relevant information could be collected and presented.

3.1 Research Philosophy/Approach

This is the first layer of research onion where philosophy to conduct the research has recognized from the interpretivism and positivism philosophies. Among them, interpretivism philosophy is chosen as it is based on the principle which states that the researcher performs a particular role in observing the social world. As per the research philosophy, the research is based on what research has interest upon (Padilla-Díaz, 2015). The pragmatist research philosophy deals with the facts. This research study clearly requires the facts related to the Understanding of relationship between employee and customer linkage in banking sector. The increasing demand on sustainable tools has made researcher to take up the interest about the tools and how it works for Understanding focus on the relationship of customer or employees in case of banking sector. The interpretivism philosophy is efficient one to present the theories to reach out on the relevant study. The key reason for selecting this philosophy is to understand the concept in a detailed manner such as what are the benefits of Understanding the relationship of customer or employees in case of banking sector. It is also beneficial to develop the subjective view in concern of the identified problem required for the specific research outcomes. Additionally, the interpretivism philosophy has also been considered because it is appropriate for the studies involving a specific focus on Understanding the relationship of customer or employees in case of banking sector so it gives proper understanding about the topic.

The research approach is described about the way the information is going to be collected and it is done either in inductive or deductive manner. In the inductive approach, the researcher starts with particular observations and measures and then moves to detecting themes and patterns in the data. This permits the researcher to shape an early tentative hypothesis that can be explored. However, deductive research approach inspects a known theory or phenomenon and assess if that theory is valid in given situations. It has been observed that the deductive approach follows the path of logic most closely. The reasoning starts with a theory and leads to a new hypothesis.

As per the criticalness of the research concept, the inductive research approach has been selected by the researcher because it did not only lead the study towards the development of the concept related theories with the help of data, but also made the researcher capable to concentrate on the important aspect of the research which is associated with the Understanding the relationship of customer or employees in case of banking sector. The adoption of the inductive approach also enabled the researcher to gather the information appropriate to the research concern and for developing an in-depth understanding related to the research context which is related to the benefit that Understanding the relationship of customer or employees in case of banking sector. Moreover, the inductive research approach is also appropriate for the research because it has less focus on the research generalization but more focus on flexibility related to research success.

3.2 Research Design

From the study of (Birks, 2014), the term of research design can be understood as an overall strategy that allows to integrating the different components of the study in a coherent and logical way. There are different types of design exist in research study such as descriptive, co-relation, casual-comparative/quasi-experimental etc. It tries to establish cause-effect relationships among variables. These types of design are very alike to true experiments but with some key differences. Among them, descriptive design suited well for the research study as it aims to accurately and systematically describe the situation or phenomenon. It is also helpful to respond the questions of what, where, when and how questions but not why questions (Harris and Schlenker, 2018). The descriptive research design can use a wide variety of research methods to investigate one or more variables. However, the situation to examine fairness dimension influence service recovery clearly demands for the recognition of its impact on the business and society (Balakrishnan and Griffiths, 2018). In that case, the research study has been proven efficient for addressing its impact or benefit for organization. The collection of large amounts of data in quality form would be effective with the use of descriptive research design. This is because it permits the researcher to obtain the in-depth knowledge about the study which somewhere assists to reach out on the relevant research solution.

3.3 Data collection Method

It is another important method as it helps to collect the facts about the research topic and support the reader with relevant findings. In context to gather the information commonly two kinds of methods are taken i.e. primary and secondary. Primary method is the ones that provide analysis in the form of numerical way (Guerrero et al., 2015). The sources which used in primary method are survey, questionnaire or observation etc. On the other hand, secondary method are the one that guide in regards to collect wide data in qualitative form where sources are journal articles, websites or newspaper articles etc. these sources provide wide information related to topic.

In respect to this study, researcher has selected secondary method which suited well for collecting facts from qualitative sources to study about the impact of employee satisfaction on customer satisfaction in banking sector. The data will be collected from different articles, journals, websites and publications based on similar topics presented by different authors (Pookulangara and Shephard, 2013). The reason behind for selecting secondary method as it is quite relevant sources to provide authentic data and present findings properly to readers for making right interpretation about the research findings.

3.3.1 Data Analysis

The analysis of data is equally important in term to provide relevant findings to reader. The data analysis part is also considered as important due to it allows researcher to bring right content in front of population so that they could make their opinion based on such information. That’s why the factual presentation is most important for research study as outcome of study is largely depend upon research team in a way to present the findings (Pandit and Poojari, 2014). The researcher in its secondary investigates collect several information from different scholars but now it’s their role how to present such wide facts in precise yet effective manner so that it provides clear direction to people.

In respect to this study, the researcher is utilized of thematic analysis method which helps reader to identify the current trends or opinion of respondents in terms of impact of employee satisfaction on customer satisfaction (Gluck et al., 2013). The survey result on HSBC bank revealed about the link between these two variables and support people with right research outcome.

3.3.2 Sampling method

The selection of sample helps to present the right facts about the research problem to reader.  However, Random or non-random methods are used to select the sample. In context to qualitative method under secondary, the non-random would be feasible to collect both large or small sample like e-articles, newsletter or e-books etc. The non-random method is feasible to select the valid sources for data collection or analysis.

In that case, non-random method has proven best for research study (Cai et al., 2020). This is because as its significant for selecting to make particular judgment or outline some specific problem. The irrelevancy is also less in this context as well. This is the major cause behind the selection of non-random method to this study. This method is also relevant to prepare the themes as per the right article selection as per the research problem and it would help the reader to interpret it properly with proper presentation of findings which support to achieve the research objectives.

3.4 Ethical consideration

According to Arifin (2018), Ethics are required to be considered in the study which could help in meeting the expectations of the research and university. These are the moral values that are important in the research so that it would not face issues in future research. Secondary research methods and their usage have been majorly responsible for dealing with the ethics of the research so that it would not hamper the results in the required manner. The utilization of auxiliary information assortment makes moral issues and these have been overseen while fostering the exploration technique. In this, the security and copyright issues of the researchers should be thought about so it could help in managing the assumptions for the review Brittain et al. (2020). It needs to have surety of the copyright issues so that it would have any misled information that is used in the research. The information carried out in the research should not be copied so that it would not lead to any plagiarism issues as it is an important aspect in the study for meeting its expectations.

The use secondary data collection creates ethical issues and these have been managed while developing the research strategy. In this, the privacy and copyright issues of the scholars needs to be considered so that it could help in dealing with the expectations of the study (Fricker, 2016). Moreover, the researcher has got prior informed consent without paying any compensation which enhanced the effectiveness of the information.

3.5 Summary

The following is the summary of the research methodology adopted in the current study:

  • Interpretivism philosophy and Inductive approach
  • Explanatory purpose, qualitative method, and survey strategy
  • Thematic analysis method

Chapter 4: Results & Findings/ Discussion

The section will outline presentation of impact of employee satisfaction on customer satisfaction in context to banking sector. The qualitative source will be used by taking articles based on relationship between employee or customer satisfaction. Furthermore, the preparation of themes based on article findings would help to achieve the research objective.

Article 1Bin, A.S., 2015. The relationship between job satisfaction, job performance and employee engagement: An explorative study. Issues in Business Management and Economics4(1), pp.1-8.

As per the article presented by (Bin, 2015) A positive relationship among the customers and employees leads tp have right level of satisfaction attained for both employees and customers. The positive changes in the attitude and behaviour of the employees leads to occurrence of positive behaviour in the employees that makes them to attain satisfaction level of the customers actively. The author has their focus over the relationship of employees and customers as they believe that their communication and relationship among them for sustaining into the organisation. their relationship among the employees and customers leads to have higher level of satisfaction among them. For instance, sound relations among the representatives make them to have connection with one another while chipping away at comparative undertaking or in a group. It makes them to impart their thoughts and insights with one another that prompts best answer for the organization. It makes them association to have composed workers which allows less opportunity of contention because of right agreement. This is gainful for the organization as it makes the representatives to be more useful and connected according to the necessities of the organization. Moreover, right communication channels are adopted in the organisation so that they could manage their needs and take right decision which could help in taking right decision for leading or sustaining into right market. The client assistance is subject to the worker as what endeavours it causes to feel client fulfilled. The work fulfilment is the significant angle which is generally founded on number of components like segment, social or monetary and so forth. Right level of communication assists in developing healthy relations among the employees and customers for meeting their satisfaction level. Their communication level of satisfaction impacts the loyalty and performance of the people while managing the commitment level of the company. It has been intended by the scholars that right level of communication expresses the satisfaction level which are expressed for managing the right outcome. It leads to optimal use of strategies while providing the rewards and incentives that are required for growing at large level. It makes the employees and customers to grow effectively with the management of their performance in it.

Article 2Frey, R.V., Bayón, T. and Totzek, D., 2013. How customer satisfaction affects employee satisfaction and retention in a professional services context. Journal of Service Research16(4), pp.503-517.

From this article, it has been found that satisfaction level of the customers affects the satisfaction level of employees which is required for retaining them and engaging them in the organisation. Worker relations are critical for banking sector as this makes the representative to stay focused on the association and procure its steadfastness in the organization. This makes the banking sector to hold its ability in the association with the goal that best usefulness of items and administrations could happen in it. Emergency rooms are kept up with for working on the commitment of representatives while developing into the heading where the best could be accomplished. It is meant for surviving the employees’ at large level with the recognition of the needs of the customers. Employees work with their best when they are highly satisfied or their needs are accomplished on time.  This makes or enables the management to develop or take up those strategies in the banking sector that are required for empowering the employees. It motivates the employees to grab positioning in the organisation while leading into right direction with the management of resources. consumer loyalty is subject to the cost. In the event of client, the nature of labor and products make fulfillment and it isn’t simply identified with the cost. The client administrations incorporate the pre-selling cycle like cost or bundling of item though post-selling of item client see about the item quality and after-deals administrations. These perspectives backing to make the consumer loyalty Higher level of motivation level makes the employees to improve their satisfaction level so that it could maintain the values of the banking sector. It has been considered by the scholars that communication, rewards, loyalty and commitment are some of the factors which affect the employees largely. This is important for the banking sector to manage the needs and obligations of the employees while satisfying the customers. This would make the organisation to develop its products and services that are required by them while meeting with competition.

Thematical Discussion of findings 

Customer satisfaction with the employee satisfaction

Customers are important part of the organisation and they make them to achieve desired success while managing with the changes. The demands of the customers make the employees to have their contribution for the development of those products and services which are expected by them so that their satisfaction level could be achieved in an appropriate manner. Management of the banking sector ensures that their employees are satisfied with the services or environment which has been provided to them. Customer satisfaction level and employee satisfaction level are required to be boosted so that it could make the banking sector to sustain into desired market effectively. Banking sector have their great contribution for attaining success and managing the changes in such a way that it could meet with the needs of the customers. It makes the organisation to provide right training to the employees so that they could work effectively for achieving desired goals. Moreover, if worker doesn’t target distinctive segment clients notwithstanding to age or sex then it could impacts the firm administrations on unfriendly way. Adequate training and education is made for the employees while arranging their time so that they could impart best services to its customers. Their satisfaction level and satisfaction level of customers are interrelated with each other that affect the growth and development of the company. Employees are integral part that makes the people to have right engagement so that it could sustain into the environment where it could attain success. It also ensures that right services are to be provided to their customers while managing their needs so that gratification level could be attained.

Effect of the customer or employee satisfaction in banking sector

Relationship among employees and customers are important to be considered so that it could achieve its goals by working together in a coordinated manner. Employees lead to develop effective relations with each other so that they could make their efforts in such a way that they could understand each other and sustain into competitive environment. Communication is an important factor which is meant to be adopted in such a manner that could help in growing them together for achieving its respective objectives. Right level of communication helps in reducing or managing the cultural issues so that it could help in managing and sustaining into right culture. Reductions in cultural problems have great level of coordination which is required for leading into right direction and grabbing a position into right environment. Employees and customers in banking sector engage themselves into right environment for sustaining into competitive environment while leading into direction where it can achieve its goals and attain success. Thus, higher satisfaction level of employees makes the customers to have appropriate knowledge about the practices, policies and services it offers so that customers could be satisfied effectively. The relationship between employees and customers makes them to improvise their performance level so that they could give their best and grow at right level. Services provided to the employees ensures that the customers could give their best and understand the services or products which are provided to them. The improvement in the communication level of the customers and employees ensures that banking sector to have improvement in the practices so that best output could be provided in it. This makes the employees to have knowledge about the needs of the customers and resolve their issues actively. Similarly, customers also attain information about the services and offerings that are provided to them by the employees.

Ways to boost the customer or employee satisfaction 

Customer satisfaction level and employee satisfaction level are required to be boosted so that it could make the banking sector to sustain into desired market effectively. Banking sector have their great contribution for attaining success and managing the changes in such a way that it could meet with the needs of the customers. It makes the organisation to provide right training to the employees so that they could work effectively for achieving desired goals. Moreover, right communication channels are adopted in the organisation so that they could manage their needs and take right decision which could help in taking right decision for leading or sustaining into right market. In addition to this, employees at different level needs to be motivated so that they could give their best and understand the values of customers. It would make them sustained into the market while leading into right direction which is required for attain success and growth. The higher level of satisfaction among employees empowers the organisation to have customers which can also be provided with high satisfaction. Employees are required to be provided with different level of benefits which are required to them so that it could meet with its satisfaction level. Employees are provided with the benefits such as salaries, perks, incentives and training etc. so that it could improve its performance. This makes them to enhance their satisfaction level while managing with the needs and expectations of the customers.

Chapter 5: Conclusion

From the above study, it is reasoned that basic belief idea is the significant one to embrace the cross-culture on legitimate way. This affects the satisfaction level of employees while considering the needs of the customers in an effective way.  In the event of Banking sector, it is examined that firm has been utilizing family idea where regard for ourselves or other are being followed. With the changing of segment conduct or contest, it is must for firm to incorporate the family idea into camaraderie one. Family idea is a greater amount of custom where individuals should be at risk for one another which are preposterous in present situation. All things considered, it become must for the firm to take on the idea of camaraderie where people should be committed for one another for the assignment finish and remaining association depends on their common agreement. Subsequently, it tends to be expressed that banking sector reconsiders its current fundamental belief through joining coordinating methodology in it.

Banking sector should enjoy the structure of solidarity work through direct the instructional course on week-by-week premise so that individuals ready to speak with one another notwithstanding to issue of language. The coach could uphold individuals to advise about their jobs and obligations or make conversation about the undertaking should be finished. These regions assist the group with contemplating the undertaking in clear way and ready to feel persuaded to accomplish the ideal results. Banking sector should zero in on the assorted language individuals at the hour of enrolment measure as employing of those individuals who can’t comprehend the fundamental language then it became hard for firm to convey the assignment or assist individuals with making coordination with others. In regard to this, Banking sector should clear a few focuses during the enrolment depiction about the language know or prepared to be group individual as opposed to convey task alone. The lucidity of such rules would give a clue to the person about the firm assumptions to the singular competitor.

Under the sector, every individual is required to be treated at equal level so that they could enjoy of give their best for serving the organization at right level. Each distinct individual need a self-improvement in association notwithstanding to each culture. All things considered, banking sector since needs to introduce the splendid expert extension to individual competitors so they could contemplate making their profession in this industry and prepared to append with this field. It happened so often that specific culture individuals like UK or English individuals doesn’t discover the degree in retail area and really like to seek after in various area. This likewise affected unfavourably on the other culture individual’s discernment. That is the reason; it should get out the degree or meanings that Banking sector could give. Along these lines, this training would assist Banking sector with drawing in more ability labour forces towards the firm.

Finally, the advancement of balance among individuals dependent on sexual orientation, age or culture would assist Banking sector with getting a charge out of assorted refined individuals as the balance strategy in firm permits individuals to feel inspired and this would foster good work space. It prompts the drawn out development of association. It is realized that each person of any culture needs to connect with those firm which see all representatives as one not brings biasness dependent on culture. That is the reason, Banking sector HR group need to modify the pay or preparing strategies of a singular exhibitions premise not founded on the way of life which they follow. Subsequently, these suggestions would help banking or other MNCs to deal with the intercultural individuals on most ideal way through keep up with its basic belief framework at work environment. It would make the employees to give their best and make their utmost effort for achieving its desired goals. High level of satisfaction among employees makes the customers retained in the company while sustaining into competitive market.

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