The Impact of Employee Motivation on Service Quality. A case study on Tesco


Academic Paper, 2019

72 Pages, Grade: A


Abstract or Introduction

The main objective of this paper is to investigate the impact of employee motivation on service quality in organisations. This study mainly focused on Britain’s leading retail organisation: Tesco. Researcher has used both primary and secondary sources of data. Data for this research was collected through questionnaire survey from staff members and potential customers of Tesco. The research data was analysed using statistical software so that the impact of employee motivation on service quality could be examined. In this study, the researcher has used two variables. Employee motivation is the independent variable, while service quality is the dependent variable. Researcher divided the questionnaire into two components, in which the first part was filled by 50 potential customers of Tesco, while the other half was filled by 50 staff members of Tesco.

The study has used frequency distribution as the statistical technique to determine the individual result of each question of the survey. The hypothesis of the study was tested by using linear regression statistical technique because the major aim of this research was to analyse the impact of employee motivation on service quality. The result of this study indicates that employee motivation positively impacts the service quality of the organisation. Similarly, employee motivation leads to customer satisfaction. This suggests that if employees are motivated, this will eventually increases the quality of services provided by the organisation and thus, it will enhances the overall performance of the firm.

Details

Title
The Impact of Employee Motivation on Service Quality. A case study on Tesco
College
Coventry University
Course
MGT 301
Grade
A
Author
Year
2019
Pages
72
Catalog Number
V1358591
ISBN (eBook)
9783346878854
ISBN (Book)
9783346878861
Language
English
Keywords
employee motivation, service quality, Tesco, impact, critical analysis, case study., maslow theory of motivation, organizational behavior of coca cola, motivation theory, customer services, motivation theory in management, maslow's hierarchy of needs, competitive environment business studies, the competitive environment, competitive environment gcse, business competition, competitive environment business
Quote paper
Nashra Rafiq (Author), 2019, The Impact of Employee Motivation on Service Quality. A case study on Tesco, Munich, GRIN Verlag, https://www.grin.com/document/1358591

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