1 INDUSTRY RESEARCH PROJECT Confidentiality Agreement THIS AGREEMENT is entered into as of_30th september 2019and covers an industry placement from _13th August__ to 20 Feb 2020_ between ____Santosh...

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Answered Same DayNov 01, 2021IND801ICMS (International College of Management Sydney)

Answer To: 1 INDUSTRY RESEARCH PROJECT Confidentiality Agreement THIS AGREEMENT is entered into as of_30th...

Abhishek answered on Nov 05 2021
144 Votes
Running Head: MANAGEMENT THESIS    Page 1 of 23
MANAGEMENT THESIS                                 Page 23 of 28
EMPLOYEES’ SATISFACTION AND ITS INFLUENCE ON CUSTOMER’S EXPERIENCES IN HOLIDAY INN DARLING HARBOR SYDNEY
Table of Contents
1. Executive Summary    4
2. Introduction    4
a. Overview of the topic    4
b. Rationale    5
Research Objectives    6
c. Research Questions    6
d. Literature Review    7
Brand Image of the Employer is aided the satisfaction and engagement of employees    7
Delighting the customers: Creativity oriented high performances and work system of employees    7
e. Research Design    8
3. Analysis and Discussion    9
a. Data Representation    9
Conducting survey questionnaires for the responses of employees (surveying 20 employees of the F&B outlet of Holiday Inn)    9
b. Data Analysis and c. Inferences    18
4. Conclusion    22
a. Summary    22
b. Linking Summary with Implications and Findings of the Research    23
References    24
Appendix:    26
List of Figures and Tables
Table 3.1: Gender    9
Figure 3.1: Gender    9
Table 3.2: Age    10
Figure 3.2: Age    10
Table 3.3: Working in the outlets of F&B    11
Figure 3.3: Working in the outlets of F&B    11
Table 3.4: Get motivation from higher authorities    11
Figure 3.4: Get motivation from higher authorities    12
Table 3.5: Satisfied with the organisational environment    12
Figure 3.5: Satisfied with the organisational environment    13
Table 3.6: Employee satisfaction affects the positive customer experiences    13
Figure 3.6: Employee satisfaction affects the positive customer experiences    14
Table 3.7: Get enough incentives for the activities    14
Figure 3.7: Get enough incentives for the activities    15
Table 3.8: Employee engagement for organisational growth    15
Figure 3.8: Employee engagement for organisational growth    16
Table 3.9: TQM approach    16
Figure 3.9: TQM approach    17
Table 3.10: Improve employee Satisfaction    17
Figure 3.10: Improve employee Satisfaction    18
1. Executive Summary
The research throws light on the analysis of the various aspects that aims to bring satisfaction to the customers through implementing the employee development of satisfaction. The research constitutes a survey questionnaire and a literary analysis that establishes the direct mode of relationship between employee satisfaction and its relationship with the customer satisfaction and customer experience development. Additionally, recommendations including the development of healthy incentive schemes and the other motivational sessions for the employees may serve the purpose of the customer satisfaction level development.
2. Introduction
a. Overview of the topic
    This research deals with the different aspects of employee satisfaction and its relation to customer experiences. It is evident that employees are an important part of the organisation and that is the reason why the satisfaction of the employees affects positively on the different aspects of the organisation. In this report, the customer experiences the experience of the Holiday Inn has been analysed to realise the employee satisfaction quotient.
Holiday Inn is a part of the tour and travel industry and that is the reason why the experience of the customers matters the most in this area (Iglesias, Markovic & Rialp, 2019). In the tourism sectors, the customers are handled mostly by the employees of the organisation. That is the reason why the employees should be in a very fresh mind and highly satisfied with the pattern of work they are providing to the customers and organisations both.
    The employees should be very motivated in order to provide good quality works for the organisation. Besides that, the higher authorities of the organisations should be the important support system of the employees. Besides that, the employees can also deal with the different pressure in the organisation, which needs to be mitigated with the help of the organisation.
Besides that, the employees should always get proper incentives so that they can get attracted to the work more. Thus, the employee's satisfaction level can be increased. In the discussed organisation Holiday Inn, there are no prospects for employee satisfaction. They are not given the proper incentives and besides that, their good works are not acknowledged as well, which is very bad for the satisfaction level of the employees (Ngo & Nguyen, 2016). Thus, the employees are not at all satisfied with the different organisational activities and it reflects in the quality of the services. Because of the poor quality of the services, the customer experience with the Holiday Inn is getting poorer day by day, which is not beneficial for the organisation.
    This part gives brief details about the relationship between employee satisfaction and customer interests in Holiday Inn. The different procedures, in which the perspectives of the employees can be known is analysed in this discussion. This research also provides with the objective and the questions that have been focused throughout the discussion.
b. Rationale
In the present scenario, the Holiday Inn is facing different problems regarding customer experiences. The main cause of the degrading customer experience is the less employee satisfaction level within the organisation. The employees of the travel and tourism industry handle the customers in a vast scenario (Boukis, Siamagka, Tabassum & Kastanakis, 2016). If the employee satisfaction level is not mentioned immediately then it can cause severe problems within the organisation and the customer base of the Holiday Inn can be reduced as well.
The Holiday Inn should opt for future growth and development in order to stand out in the travel and tourism sectors. The different types of processes that can be applied for the betterment of the employee's satisfaction will be discussed in the course of this paper. It is very relevant in relation to the topic (Hur, Moon & Jung, 2015). Employee empowerment and employee satisfaction is a very concerning topic for the Holiday Inn.
Research Objectives
· To identify the ways in which the employee satisfaction level can be increased for the betterment of the customer experience
· To examine the factors affecting employee satisfaction and customer experience with Holiday Inn
· To analyse the advantages of improved employee satisfaction and customer engagement with Holiday Inn
· To recommend the paths for improving the employee satisfaction for the betterment of the experience of the customers with Holiday Inn
c. Research Questions
· What are the ways, in which the employee satisfaction level can be increased for the betterment of the customer experience?
· What are the factors affecting employee satisfaction and customer engagement with the Holiday Inn?
· What are the advantages of improved employee satisfaction and customer interests with the Holiday Inn?
· What are the recommendations for improving the employee satisfaction for the betterment of the customer experience with the Holiday Inn?
d. Literature Review
Brand Image of the Employer is aided the satisfaction and engagement of employees
The performances of the employees in respect to the service of the company are helping in the adoption of the proper image of the company brand. In that respect, it is noticed that the positive and successful performances of the employees are helping in the making the level of satisfaction of the customers. Through maintenance of customer satisfaction based on the employee performances, the customers can be able to make their reliability towards the service and products that the business companies are offering towards them. This process also helps the business companies to maintain their sustainable position the business market from where they belong by adopting strong presence of their brand image (Davies, Mete & Whelan, 2018).
The review of the report denotes that the warmth and competence of different promises can help the business companies in the engagement of their employees for the adoption of destined objectives of the organisation. Therefore, this process also helps the companies to take favourable response from the customers...
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