The telecommunications industry in Bangladesh is a very competitive market. As customer loyalty is always shifting to the service provider whose service is comparatively better, customer satisfaction is a crucial issue to survive in this market. Companies like Grameenphone, Robi, and Airtel have been trying to achieve their goal of increasing customer satisfaction by using performance recognition techniques on their employees. This is due to the fact that only the employees of a company are in a position to improve the customer satisfaction level, since they are in direct or indirect contact with customers.

This report will therefore focus on the impact of employee recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh. The report has been divided into two parts. The first part will contain the literature review and the conceptual frame of the study. In the second part, the very crucial part of methodology will be examined. The survey finally will include 30 respondents from whom primary data will be collected. The researcher has also decided to use the convenience sampling method for fulfilling the purpose of this research.

Extrait

The impact of employee performance recognition techniques on telecommunication sector in

Bangladesh

AKM Mohsin (Author)

Lecturer, College Of Business Administration (CBA)

IUBAT University, Bangladesh

Afroja Hossain Sume

IUBAT

IUBAT-International University of Business Agriculture and Technology, Bangladesh.

Abstract

Rahman (2014)refers that the term Employee performance recognition is referred to the

acclaim of an individual's or group's performance that has tremendously helped the

organization to achieve the predetermine goals or objectives. This is a kind of recognition

that should be well-timed, informal or formal.

One of the most rudimental needs of an individual is appreciation. Personnel of an

organization are more likely to be encouraged with the act of appreciation that has been

conveyed by the means of recognition of the worthy performance at workplace. It is because

this type of recognition ensures that their work has been appreciated. When employees

received this type of valuation by their organization, they tend to be motivated to improve

their action, behavior to ensure that the customers get the highest level of satisfaction that

will yield goodwill and also profits for their organization(Fisher, 2008).

Telecommunication industry in Bangladesh is a very competitive market in Bangladesh. As

customer loyalty is always shifting to the service provider whose service is comparatively

better, customer satisfaction is a crucial issue to survive in this market. Companies like

Grameenphone, Robi, and Airtel etc. have been trying to achieve their goal of increasing

customer satisfaction by using performance recognition techniques to their employees. It is

because it is possible only by the employees to improve customer satisfaction level as there

are in direct or indirect contact with customers. This report will focus on the impact of

employee recognition techniques on customer satisfaction in telecommunication sector in

Bangladesh (Das, 2013).

The report has been divided into two parts. The first part will discuss about the literature

review and conceptual frame of the study. In the second part, a very crucial part called

"methodology" will be talked over. The survey will include 30 respondents from whom

primary data will be collected. The researcher has also decided to use convenience sampling

method for fulfilling the purpose of this research.

Table of Contents

1.0 Title ... 1

1.1 Background of problem ... 1

2.0 Literature Review ... 2

2.1 Introduction ... 2

2.2 Employee performance recognition technique ... 3

2.3 Customer satisfaction ... 4

2.4 SERVQUAL Model ... 6

2.5 Impact of Employee recognition technique in telecommunication industry in Bangladesh ... 7

2.6 Customer satisfaction in telecommunication industry in Bangladesh ... 11

2.7 Impact of employee recognition technique on customer satisfaction in telecommunication

industry in Bangladesh ... 13

2.8 Funneling of literature review ... 16

2.9 Contextual variables ... 17

2.10 Conceptual framework ... 18

2.11 Conclusion ... 18

3.0 Research Methodology ... 19

3.1 Introduction ... 19

3.2 Research Questions ... 19

3.3 Research methods framework ... 19

3.4 Research onion ... 20

3.5 Research Paradigm ... 20

3.5.1 Justification for choosing positivism research paradigm ... 20

3.6 Research Approach ... 20

3.6.1 Justification of choosing Deductive research approach ... 21

3.7 Research Design ... 21

3.7.1 Justification of choosing descriptive research design ... 21

3.8 Research strategy ... 22

3.9 Sampling methods ... 22

3.10 Hypothesis development ... 23

3.11 Data collection methods ... 23

3.12 Research Methods ... 24

3.12.1 Justification of choosing qualitative and quantitative research methods ... 24

3.13Data Analysis ... 24

3.14 Research Instrument ... 25

3.14.1 Online survey questionnaire ... 25

3.14.2 In-depth Interviews ... 25

3.14.3 Justification of research instrument ... 25

3.14.4 Pilot Study ... 26

3.14.5 Data Analysis and Statistical Tool ... 26

3.15 Methodological Review ... 26

3.16 Research Ethic ... 26

3.17 Research Limitations ... 27

3.18 How validity and reliability is achieved ... 27

3.19 Conclusion ... 27

4.0 References ... 28

1.0 Title

The impact of employee performance recognition techniques on telecommunication sector in

Bangladesh

1.1 Background of problem

It has been noticed by many experts that the competition among the companies those are

included in the telecommunication sector is getting more and more intense in Bangladesh. A

recent trend has been prevalent in this sector that is to improve the capability and for the

purpose of improving the condition of the ecology; the companies in this industry are

highlighting an improved level of customer satisfaction and a number of customer services

(Afzal et al. 2014).

According to the results of a study conducted on telecommunication sector in Bangladesh

customer satisfaction can be measured with the help of considering some serious factors such

as the services that are provided in the customer care. The results were based on a

comparative study among different telecommunication companies in Bangladesh. It is

required that information about different customer care of different companies in Dhaka city

is collected in order to see the level of service given to individual customer. The study

concluded that level of customer satisfaction is significantly dependent on customer support

activities and they both are positively correlated (Ethica, 2013).

Another research on telecommunication industry in Bangladesh has shown that if

appropriately planned, controlled and scrutinized, the method of determining customer

satisfaction is likely to be proved valuable to any telecommunication company. There was

another research that was done in china for the purpose of finding out the degree of

contentment among different types of customers in mobile telecommunication market. This

situation signifies that greater amount of customer satisfaction will pave the way of superior

consumer commitment to the service provider. This will also result in a progressive influence

on profitability (Ferdous, and Rahaman, 2010).

Hossain, (2013) refers thatwith the help of survey method, a specialist in the field of

telecommunication tried to build a framework that would help to explain customer

satisfaction. This framework would also help to understand the services encounter that

encompasses disappointment and retrieval with the help of a varied scheme experiment. It

offers a guideline for the purpose of evaluating by the means of disconfirmation and observed

fairness, the way service disappointment setting and service retrieval characteristics effect

consumer assessments while impacting contentment with the service disappointment or

retrieval come across. Admission of guilt and regret, quick retrieval and recompense of the

disappointment bears a favorable consequence on consumer's view.

Huddleston, (1999) refers that for the purpose of founding appropriate balance between

service disappointment and the retrievals as an operative answer to the customers, some

strategies that are imperative for the management. The study recommended that a firm should

concentrate on its customers only in the beginning phase of relationship building as it

requires understanding the customer properly to build strong relationship with them.

Johnson, and Gustafsson, (2000) said that the number of the subscribers has been increasing

radically. Because of the advent of Smartphone user, the sum of telecom service consumers is

mounting in Bangladesh. From the present scenario, it has been come to light that about

11.23 million people of Bangladesh are now reaping the benefits of different telecom services

in Bangladesh. It has been noticed that the number of the users is rising at an average rate of

14 percent. It has been estimated by many expert in the telecom industry in Bangladesh that

the percent of increment of the users of telecommunication is very much likely to increase

with the help of the government of Bangladesh. The ingress of some new operators in the

recent years has also made the sector more competitive thus customers are getting more

value-added service.

Organizations must identify major variables of customer satisfaction and dissatisfaction in

order to secure customer satisfaction. The issues that may affect customer satisfaction are

responsive employees, well-mannered employees, expert employees, cooperative employees

and package quality. The importance of quality and its progressive relationship with

satisfaction was highlight by some customer satisfaction. The maintenance of remaining

customers and the desirability of new ones is influence by the product quality(Byerly, 2012)

2.0 Literature Review

2.1 Introduction

Literature review shows important facets of past history related to a research. This part also

focuses on the past findings and analysis that have been prepared by different scholars. In this

part the researcher is going to enlighten some facts and information, which have already been

revealed, on the topic of the research. More specifically, this part is going to emphasize on

the concept of employee performance recognition techniques and customer satisfaction,

SERVQUAL model, impact of employee recognition technique in telecommunication

industry in Bangladesh, the degree and important variables related to consumer contentment

among the telecom companies which are currently operating in Bangladesh and how this

degree and variables are impacted through different employee recognition techniques used in

this industry. Conceptual framework will also be given in the last part of literature review.

2.2 Employee performance recognition technique

Huddleston (1999) refers that the most effective way of attaining sustainability in the market

is to create a workforce that can guide the firm to the fulfillment of its objectives. For that

purpose, many scholars of business have named various factors. Among those factors

employees' positive involvement in performance can contribute in the most significant wayto

the organizational success. It has been established as a fact that there is only one way of being

the most successful achiever of market share and loyalty of consumers and it is the best

valued service of the providers. The degree of gratification achieved by the employees in a

job significantly impacts their excellence of service transfer. If an individual feels satisfied

with his job, he or she can provide the best presentation otherwise his presentation become

very pitiable that is never expected to any organization or any institute.

Every employee of an organization has been given tasks. They are also responsible for ethical

tasks. Somehow this is subjective ethics that is considered to have a significant impact on

generally accepted behavior. This has been observed that the scrutinizing of the variables that

impact employee performance significantly, for example enthusiasm, presentation

measurement actions are not always successful in making a reliable outcome (Chandok and

Gupta, 2014).

Stanimirovand Zhechev (2005.) said that there are both the optimistic and the adverse results

that are on the surface. It may be observed that outcomes derived from a presentation

scrutinizing device are affirmative while considering a specific circumstance but in case of

other circumstance, it may yield unfavorable outcomes. Some experts consider it easy for a

researcher together comments and responses from consumers for the purpose of scrutinizing

the presentation of personnel working in telecommunication industry. By measuring the

responses in work, employees should not only be assessed but also those responses can be

helpful in determining the latent needs of the staffs that are yet to recognized by the firms.

Lee et al, (2012) said that to get satisfaction among employees, employee performance

recognition is the best way. This way is occasionally identified like such a way that conveys

greeting for their actions. It can be proven significant for the mental satisfaction of the

employees that he/she has been given thanks for the tasks done by him/her. It is beneficial for

a firm to understand the momentous actions of the employees even if those performances

may not be so important for the organization. Simply uttering the words "thanks you" is not

enough all the time. Employees will feel more motivated if they are given promotions,

rewards, stated direction and increase in payment etc. it has been established by numerous

studies that clap or recognition for what an employee has done for his organizations best

fitted in places that are open to all so that everyone knows about the performance of the

employee. There is another benefit of this technique which is-other staffs also get motivation

to work harder for the firm from this kind of occasions.

However, it should not trust especially on monetary compensation schemes in case a firm has

the intention to drastically improve its performance. Customer's feedback plays a vital role

for employee's performance measurement. Customer will provide good feedback about

employees if service provider delivers good service to customer otherwise it may be

contradictory. This is a theory that can be realized in an appropriate manner provided the

personnel of the firm are getting the desired outputs from the firm. If the firms can ensure

justified treatment to their personnel then customer contentment would be a general outcome

(Alam and Rubel, 2014).

2.3 Customer satisfaction

Now-a-days the vital objective of an organization is to satisfy a group of target customers

with the help of reasonable advantage. It is one of the biggest experiments that an

organization faces. To achieve returns, an organization should build profitable relationships

with customers. Augmenting the level of customer satisfaction and emerging positive

customer relationship can be termed as factors that can enable firms to be financially well-

managed. Customer satisfaction is meaningfully affected by consumer's motivation to pay.

Higher customer satisfaction results in frequent purchases (Bruce, 2006).

Normally, Customer satisfaction is associated with market value of the product and

organization. Customer's response towards the assessment of perceived difference between

earlier expectations and real performance is known as Customer satisfaction. Satisfaction

generally depends on the insights of individuals; it cannot be built based on only the quality

of products or services. Various customers will articulate different points of satisfaction

though the product or service experience is same. If excellence of the service is appropriately

structured client will be contentedly the quality of the service. This additionally provides a

large amount of adequacy for the firm. Clients' fulfillment generally relies on upon

representative presentation in the firm (Chowdhury, 2009).

Generally client gratifications termed like the analysis of feelings regarding the product or

service at the after intake of a particular product or service. If the customers feel very comfort

with the service, it will be positive indication for the service producer. It is because it can

create reliability between consumer and the service producer. However, the characteristics of

package excellence can be said to be very complex. It is because it rest on diverse client

insights. It can be easy to a customer but multipart to the other customer. So every company

tries to get most common features for its product and services (Shihab, 2006).

Various authors concurred that service quality is thinking assessment which can offer

fulfillment to the clients. On states of the excellence of service consumer contentment ought

to be analyzing which can be given to the clients with the help of the service that are joined

with the goods or service. The significant sources are informal suggestions and incessant

buying actions for which clients' fulfillment is thought to endure an awesome significance in

all sort of firms (Dong and Sangyup, 2009). To create and convey the right offerings, telecom

industry chiefs' are impacted by the variables influencing service excellence and consumer

contentment. service is the main a part of an offering of telecom industry that is impalpable

and mixed.

Safiullah, (2014) refers that general accomplishment of this industry relies on upon the nature

of service that is marketed to the clients. Many studies have revealed that placated clients

from service marketed by telecom industry is prone to utilize the facility for all time and

never attempt to change to different service providers regardless of the possibility that it is

suggested by different companions and relatives. The correspondence services' net benefits

can be multiplied if the administrators' measure of faithful client increments from 56.80 to

74.90%. In this case, communal links assume an imperative part in choice of administrator's

service packs. Right around 80% clients know data about service bundle from social locales

and television promoting. More often than not, they are impacted by thinking about service

bundle office appeared on television promoting. A minor bit of aggregate clients are impacted

by companion's gathering client. A large portion of the telecom business makes themselves

client focused where there is a convincing conviction that client and client's advantage is the

most important thing for those firms.

It can be said that correspondence administrators that place significant importance on client

concentration, acquire more benefit and gives preferable service excellence over those

administrators that focuses on other concentration in their procedures. Contentment is

constantly determined from numerous bases as it can't be provided based on a single basis. It

is said that there are two sorts of fulfillment, for example, Facility involvement fulfillment

and general fulfillment. Facility involvement fulfillment touches base from particular service

experiences and general fulfillment in view of numerous service involvements and happen

stances which are experienced by client (Cicerone, 2009).

2.4 SERVQUAL Model

Johnson, and Gustafsson, (2000) said that this model explains that reasons behind the claim

that is `quality can be termed as difference between the estimated and alleged performance'.

Lee, (2014) refers that as apparent service excellence can be said as client's perceived

analysis of complete excellence regarding to the quality of service. It can be said as the

reality of service. It is because it focuses on the revealing of the contrast between expectation

and reality of the service.

Dong and Sangyup, (2009) said that there area many model that have been designed for the

purpose of examining the contrast between service anticipation and reality. Among all those

models, SERVQUAL can be said as one of the best models that have come to existence for

the purpose of measuring the level of excellence of service offered. There are many facets of

a service. But this theory has incorporated only five service dimensions that have been

regarded as the part and parcel of service quality by almost all the experts in this field. These

dimensions are discussed below:

Tangible tangible can be referred to as presence of amenities, tools, staffs and

resources that helps communication.

Reliability It is the aptitude of the service provider to carry out service that was

assured previously with reliability and precision.

Responsiveness It is the readiness of the service provider to offer assistance to the

consumers. Giving quick service can also be termed as responsiveness.

Assurance It encompasses the facts, information and gallantry of service providers.

It can be also termed as their aptitude to bear faith and sureness.

Empathy It is referred to as the ability of the provider to show the kindness and

customized devotion to each customer.

The gauging idea of the contrast flanked by predictions and interpretations with the help of

fissure mark of SERVQUAL can be demonstrated as very convenient and appropriate for the

purpose of gauging degree of the excellence of service. This is a kind of service gauging

model that can be used to any firm with due alteration because of the variation in service.

Many believe that this theory can be used as a beneficial tool for scrutinizing the crack of

service in an effective way with a view to renovate the aspects of services as per the demands

of the clients (Connection, 2015). Showing desires are really being encountered as well as

permits marketers to scrutinize to find out the components of the service that are being

provided to the customers with having no impact on their satisfaction (George, and

Weimerskirch, 1994).

2.5 Impact of Employee recognition technique in telecommunication industry in

Bangladesh

Gerson (1993) refers that worker is the utmost significant subject in every company. For their

efforts that help the firms to go ahead in the market, personnel are motivated with several

things provided by the organization. They are good monetary advantages and to be acclaimed

in the workplace. Motivation and gratitude may be overlapping, synonymously used for each

other for many people. Therefore these two are not the same. Motivations have potential

orientation that the motivation offering expert makes the personnel put more effort for the

purpose of accomplishing success through attaining their objectives assigned by their boss,

Hayes, (2008) refers that it is unfortunate that numerous marketers have no keenness to

notice that this can attract the dishonest and unethical individuals. To remember, they can

come up short that inspirations cross the threshold of the general population into a value-

based association with the company while acknowledgment enters them into transformational

the other way around the firm. They possess distinctive insight that is related to connection

outward and inborn separately, however inspirations and acknowledgment both move the

representatives in a hierarchical perspective. Along these lines acknowledgment has inner

focus related to connection and fiscal compensates plainly have outer knowledge of

connection. To wreck the intrinsic inspiration, a number of imagined and ideas that contend

that use of fiscal motivating forces can really assist, which can somehow or another be

present in a firm.

At present numerous firms are reaping the benefit of concepts that are essentially not related

to monetary arrangements to identify those personnel who have done craved worker

practices. It has been seen by many studies that companies require frameworks that is

designed in a way to inspire employees and that containing representative acknowledgment

and acknowledgment at spot that promote higher worker assurance and execution levels than

even motivators. Not at all like motivating forces, monetary reward makes a profound and

long haul possession among the workers for the firm(Connection, 2015).

Garrison, (2007) refers that inside of the whole firm, perceiving great execution fabricates

inspiration straightforwardly. It has been observed that representative acknowledgment has

catching impacts. Representatives get to be dynamic when they see different representatives

being remunerated for the work and it proceed as hawser of response. Other than these

representatives rehash optimistic doings with the intention of being their work as valued as

earlier.

He et al, (2011) refers that as an apparatus of inspiration, there is no general understanding

between the businesses and the workers over inescapability of the acknowledgment. In the

event that their endeavors are not valued personnel would get the feeling that they have not

been valued by the firms. However, managers might only realize that representatives are

simply liable for the occupation they are salaried to conduct. This might make defensive

environment and high trusts with low demonstration and impetus. Numerous procedures can

help to recognizing the worker's information in the organizations as opposed to keeping up

chose common methods for doing it. Other than there is a contention that culture of an

association influences the viability of a strategy utilized for non-money related

acknowledgment.

Nyasha (2014) refers that every day it can be dug in to predominant-subordinate

collaborations in the firm that make the subordinate perceive that their commitment is

esteemed. They have that they are perceived for their one of kind qualities. To planning and

present diverse scope of plans from scope of casual, spontaneous and formal organized based,

non-budgetary acknowledgment has assortment. To recognize the exertion of workers by

means of boss couple of samples are discussed here-

Managers "thank you" to the staffs: Managers officially lettering to record their appreciations

to distinguish worker(s). Acknowledgement in open conference concerning their hard work

may include-

1. Announcing worker of the month or year.

2. Praising in administrative newssheet.

3. Founded on workers' competence and proficiency prizes impacts on

recognition.

Not just non-money acknowledgment honors are all the more rousing additionally

conservative contrasted with money motivating forces. A creator found in his examination on

two telecom commercial enterprises that money inspirations, most likely upgraded deals

execution by 15 percent yet just through extra expense was 13 percent. Taking into account

non-money related acknowledgment rewards, it can be likewise said that it improves deals

execution to the same level however against expense of just four percent (Dong and Sangyup,

2009).

Henniga, (2004) refers that there have another comparative hypothesis beyond their

exploration, they have revealed a fact that is based just non-monetary acknowledgment prizes

can not only be just have higher inspiration to money remunerates additionally from the

business point of view, it is beneficial for the company also because the money of the

company is not spent for the purpose of motivating employees. With the similar perspective

managers are swinging to acknowledgment projects to motivation profitability. In this

circumstance both non-money acknowledgment are practical and vital for keeping workers

locked into the organization.

More like acourse of inspiration, a part of significant work, a specialist of self-improvement

and Community for working environment mental wellbeing is essential nature for worker

acknowledgment. In other exploration discoveries it has demonstrated that nonattendance of

feeling of acknowledgment among the workforce in the associations signs danger of

enthusiastic misery and a hostility towards the service (Fisher, 2008).

Heldenbrand, and Simms (2012) said that in exemplary behavioral service, the utilization of

acknowledgment under fantastic behavioral service acknowledgment is delegated a

characteristic strengthen taking into account support hypothesis. In light of generally

relevance acknowledgment may be an effective strengthen to enhance execution if gave on an

unexpected premise in overseeing worker conduct. It has be more clearly discussed with the

help of an instance-

After the basic worker execution practices are distinguished, measured and practically

dissected the authoritative conduct alteration then the mediation step can three unexpectedly

apply acknowledgment to reinforce and quicken the recognized practices with coming about

execution change.

Johnson, and Gustafsson, (2000) said that a recognized execution conduct may be profitable

utilization of unmoving time amid deterrent upkeep in an assembling setting. It may be the

manager saying to a laborer from the unforeseen acknowledgment that while your hardware

was being overhauled by the support folks the researcher saw that you assisted him. For this

situation, one must be mindful so as to comprehend that the credit did not contain a "sappy"

thank you or influenced esteem for performing what his director recognized" that he had

made a special effort with the mean to give help to another laborer. The laborer will tend to

rehash this helping conduct later on as a result of this current director's acknowledgment. The

boss giving restrictive acknowledgment as a positive backing will reinforce the laborer's

conduct and improve the efficiency of the unit as opposed to getting no quality for this

helping conduct or a rebuffing benefit of working harder.

Jyoti, and Sharma, (2012) said that in an service setting, for example, telecom administrator,

a recognized execution conduct of tellers may be giving client's data about different items

that the telecom administrator offers. When it is in the assembling case above, after watching

this conduct the administrator would convey restrictive acknowledgment by saying

something like, "I caught your clarification to Mr. X about how to get, use and the benefits of

a charge card. I'll wager we will be adding him to our check card business." This condition is

a positive fortify for the service conduct prompting expanded execution. Throughout the

years countless have confirmed this restrictive is without a doubt a capable positive

strengthen for worker practices led to execution change in both assembling.

ChungKiHan (2011) allude that utilizing the O.B. Mod. Methodology and acknowledgment

as the intercession in the course of recent years examines, a late meta-investigation

discovered a normal of 15 percent execution change in service applications. A study uncovers

that a firm typically appreciates a normal increment of 41 percent in assembling and 30

percent in service associations when acknowledgment was joined with execution input.

2.6 Customer satisfaction in telecommunication industry in Bangladesh

Uddin et al, (2012) allude that an investigation of portable telecom service measured

consumer loyalty by thinking seriously about specific components including client care. The

correlation among Grameen Telephone, Banglalink, Airtel and Robi was made. The versatile

administrators set impressive significance to the issue of client bolster found in the

consequences of the study. A positive revision between consumer loyalty and client backing

is likewise there. The pattern of fulfillment gets to be more grounded when client backing

gets to be more extensive. In a study found that the procedure of observing consumer loyalty

can be advantageous to any cordiality endeavor if legitimately outlined, directed and broke

down.

Solnet (2006) alludes that in versatile telecom market in India, a study to discover the

fulfillment level of the clients that the opposition between telecom administrators turned out

to be more serious in India. Be that as it may it is found that to enhance the capacity and for

economical improvement in the focused environment, the telecom working service was

underlining a ton to the consumer loyalty and client benefits that is means as more elevated

amount of consumer loyalty lead to more prominent client faithfulness, which thusly

positively affects productivity.

Thusyanthy and Senthilnathan (2004.) said that with respect to their customer this includes

some level of ability to buy or acknowledge their item which is all the more enthusiastically

accomplished while the customer has acknowledgment or even yearning for the service

coordinated effort. The association wishes if the client is to have the learning then the

specialists must give it which is a more conceivable result though the laborers are included in

their characters.

Wang and Lo (2002) allude that the individual outside issues can influence the level of

fulfillment for clients and laborers. These people's qualities are race, religion, sex, national

root, capacity, wellbeing, training level, sexual introduction and age change.

Willis et al, (2012) allude that distinctive studies declare diverse results on the fulfillment, for

example, a great wellbeing client fulfilled than those with varying qualities. Ladies are

distinctively more fulfilled than men in the workplace. Whites are more satisfied than non-

white identities. However the study has additionally proposed that workplaces with higher

staffing levels and all the more exceedingly taught staffs result in larger amounts of

expansion in presentation.

Xevelonakis and Som (2012) allude that some creator to portray consumer loyalty and the

services experience including disappointment and recuperation through blended outline test

utilizing review technique attempted to add to a model. From the study they give a system to

considering how benefit disappointment connection and service recuperation qualities impact

client assessments however disconfirmation and saw equity though the service

disappointment or recuperation experienced with the affecting fulfillment. In that study it

additionally observed that conciliatory sentiment, rapid, recuperation and pay of the

disappointment positively affected client's observation. For setting up legitimate fit between

service disappointment and the recuperations as a successful reaction to the clients, this

concentrate likewise gave rules to the service at last.

Spirou (2000) alludes that concentrating on the part of consumer loyalty; a dynamic model of

the length of time of service supplier client relationship was created by a creator. In the

model presume that there is a positive relationship between the consumer loyalty and the

length of time of the relationship. It likewise proposed that due to the clients considered

earlier aggregate fulfillment vigorously, an association ought to concentrate on clients in the

early phases of relationship and the length of time of the relationship relied on upon the

acceptable level. The relationship was prone to be short if clients experienced were not

attractive. As the lifetime incomes from an individual client relied on upon the length of time

of his relationship, the adjustments in consumer loyalty could have essential money related

ramifications for the association.

2.7 Impact of employee recognition technique on customer satisfaction in

telecommunication industry in Bangladesh

Leong (2002) alludes that in telecom industry service quality and consumer loyalty, service

quality is a standout amongst the most imperative parts of the client experience. All the time

most association screens their services quality to enhance client maintenance and faithfulness

and to guarantee greatest consumer loyalty. By legitimately taking care of the client requests

and desires and giving services which are up to the business sector measures, consumer

loyalty is accomplished.

Rohshan (2012) alludes that the client positive utilization experience guarantees that general

his affections for the items or services expended are sure. In spite of the fact that repurchase

client maintenance or dedication is not ensured by their fulfillment. As an in number

indicator of client maintenance and consumer loyalty by numerous hierarchical analysts,

service quality has been recommended. The drive of the consumer loyalty that effects client

unwaveringness is known as service quality.

Bhutto et al, (2012) alludes that it is a key component for consumer loyalty. For telecom

industry it is a vital device for enlarging their pay and piece of the overall industry. Telecom

industry improve consumer loyalty betterly with better environment. Telecom industry gives

services by consolidating the standard client and unpredictable client properties in services

bundle. They tries to make an in number and long haul association with both standard and

unpredictable clients.

Scarborough and Somers (2006) said that in basic words normal client implies that individual

who are utilizing the service of the administrator routinely and sporadic client is similar to a

butterfly who tries to utilize distinctive administrator services at once. However all

administrators covet that their shoppers get an outstanding and positive chief impression.

Mir (2012) alludes that to increase greatest advantage, concentrating on this specific

measurement will help them. To accomplish the client's consideration service quality is the

key as well. To achieve their impression of service shifting practices and mentalities of

clients request high service quality. There have a direct relationship among service quality,

achievement and productivity of business.

Rogers (1998) alludes that Grameen Telephone has put intensely in quality service and

consequently they earned gigantic benefits each year. Grameen Telephone considered both

consistent and sporadic parts of service quality similarly essential in the accomplishment of

association. Diverse territories environment and society serve as an aide for business on the

best way to adjust their strategies in worldwide point of view for a specific territory. They

need to roll out improvements in the setup of their clients cares outlets. Telecom industry

takes after indistinguishable office atmosphere setups and introduces comparative service

hardware everywhere throughout the globe to keep up a standard for the most part. However,

as indicated by social adjusting needs of specific territories up to some degree will make

clients feel more great and faithful.

Serkey et al, (2007) alludes that service quality effects on consumer loyalty and client

reliability. There have a critical relationship between unwavering quality of serviceover

fulfillment level of clients. The previous chapter uncovers an expanded level of positive

relationship among service quality, consumer loyalty and execution. Where web managing in

the middle of client and worker is the main center, Innovative advancement greatly affects

the decision of service bundle standard and services promoting systems.

Mohr and Henson (1996) said that it immediately enhances the association as drew in

workers shake an association's main concern by tumbling functional misfortunes and

expanding efficiency with more fulfilled clients. To perform well representatives who are

inspired and settle on better choice and are more master at critical thinking, that additionally

prompts more noteworthy hierarchical profitability. As the firm advances, representatives'

perspective to their firm additionally advances, in this way creating change in real life with

the firm to upsurge. A common relationship between included representatives and placated

clients has been appeared in the late study on workers and clients fulfillment.

Nayab (2013) said that in this study the representatives depicted as being most satisfied with

their work experience even the clients were likewise fulfilled by their services. Analyst has

also characterizes utilizing consumer loyalty information and representative delight

information from a course of action of supermarkets that though worker fulfillment does not

touch client mark of value or quality, it has a huge, optimisticfirmfor watched service and

aggregate deals. While it is offering stock or dispersing social services, anservice association

endeavors forthe purpose of accomplishing the reason for trades in conclusion.

Matin and Kibria (2014) said that in another study scientist characterizes utilizing consumer

loyalty information and worker delight information from a course of action of supermarkets

that while representative fulfillment does not touch client rating of value or quality, this has a

critical, constructive alliance to watched service and aggregate deals. While it is offering

stock or conveying service related to the society, a company that is related to providing

service endeavors to accomplish the reason for their business finally.

Mahmud et al, (2012) said this has created numerous planned upper hands including

expanding of efficiency and improved income creation from new services. Affirmation and

Consumer loyalty notwithstanding standard client, there ought to be the best activity for

correspondence that is trailed by Grameen Telephone. They have an in number system

around the nation. Other than this other administrator, for example, Banglalink, Airtel, Robi

why should attempting give such sort of system to their customer. They suggest that these

fundamentally upgrade consumer loyalty.

Lucas (2009) alludes that it is trusted that the fulfillment level of clients can be upgraded

essentially if the workers of telecom industry show reliable conduct. It might likewise

absolutely impact to be a long haul client for the administrator.

Compassion and consumer loyalty is an idealistic and imperative relationship in the middle of

client and worker. It is proposed in a study that if a hole is left in compassion, clients may

stay unsatisfied with service quality. The vast majority of the clients are definitively affected

by compassion. No one but compassion can give an office to make a long haul association

with a client generally the organization may confront an incredible issues (Afzal et al. 2014).

A researcher observationally analyzed the part of compassion in service quality and its

impact on consumer loyalty. It was built up that those clients who are dealt with determinedly

are all the more regularly guests and inclined to forget any errors that may happen. Giving

client a touch of significance for business it makes an enthusiastic association with client. It

likewise prompts hold and foundation of new client's pool. Through sympathy client

unwaveringness can be won and can assume part in change of service quality, client

steadfastness and consumer loyalty. Additionally, the service circumstance sways with

comprehension and steadfastness on devotion as a moderate comprehension works in the

middle of value and consumer loyalty. In this manner it can change the conduct of client

(Shihab, 2006).

2.8 Funneling of literature review

Huddleston (1999) has given a very popular explanation of how job satisfaction of the

employees in the organization can be proven effective for the increase in service delivery

quality. However, the study does not give any clear explanation of how employee job

satisfaction can be achieved. The study also gave less priority to the performance recognition

strategies as monetary reward is the best motivator according to the author. Similarly, Bruce

(2006) has proven that customer satisfaction may have a tremendous good impact on the

future and profits of the organization. The author suggested improving the quality of product

or services offered to the customers. Unfortunately, it was not clearly mentioned that hoe

employee performance recognition techniques can be used to motivate employees who in turn

will yield improved service quality and customer satisfaction.

Chowdhury (2009) referred that the customer satisfaction is associated with the market value

of a firm and its products. He also claimed that if the perceived benefits of a product or

service exceed the perceived costs of that product or service, the customer is delighted and

satisfied. Here the author also tried to explain how satisfaction may vary from person to

person. But the reason of this difference among different customers' satisfaction remained

unturned.

Gerson (1993) established an excellent argument on how employees can be motivated. He

claimed that appreciation and performance recognition is similarly important as monetary

reward for an employee. He proved that there is little chance for monetary reward to make an

employee loyal to the company. On the other hand, when employees' performances are

recognized, they started to feel an unseen bond with the organization. Thus they thrive to

improve the overall performance of the organization. But, the theory does not tell the

performance recognition techniques that are suitable for a number of specific situations.

Nyasha (2014) has discussed many aspects of employee performance recognition techniques

in great detail. She showed how each of these techniques can be used in different situations

that yield increase the level of motivation of the employees to work hard toward the main

organization goal which is achieving customer satisfaction. She made a comparison between

cash and non-cash reward to show how non-cash reward better serve the organizational goals.

She showed how managers may play vital role in positively reinforcing good behavior only

by appreciation of the employees' good deeds. This is one of the most famous writings on

employee performance recognition techniques.

Rohshan (2012) has discussed the common practices in the large telecommunication

companies in Bangladesh. He said that, employee performance recognition technique is a

new concept in our country. Before the popularity, managers would consider the monetary

rewards given to the employees to be enough. But as the development of the business

environment in Bangladesh, many telecommunication companies are now adopting the

practice of employee performance recognition techniques very seriously as they are of least

cost but their impact on the motivational level of the employee is huge.

2.9 Contextual variables

There are two main conceptual variables in this study. One is the employee recognition

techniques and the other one is the customer satisfaction. In this study, employee

performance recognition technique is the independent variable and customer satisfaction is

the dependent variable. It is because the level of customer satisfaction achieved by a

telecommunication company in Bangladesh depends on the level of practicing employee

performance recognition techniques by the company.

Figure 1: Conceptual variable (own)

2.10 Conceptual framework

Figure 2: Conceptual Framework (own)

2.11 Conclusion

The researcher has discussed various aspects of literature review that are related to the impact

of employee recognition technique on customer satisfaction in telecommunication industry in

Independent

Variable

Employee

Performance

Recognition

Technique

Dependent

Variable

Customer

Satisfaction

Impact of employee

performance recognition

techniques on

telecomminucation

Sector in Bangladesh

improved employee

engagement in providing

service

Increase in the level of

service offered to the

customer

customers' perceived

benefits exceeds

perceived cost of the

service

Customer satisfaction

Bangladesh. It has been clear from the discussion that employees play a vital role in

increasing the level of customer satisfaction in telecommunication industry in Bangladesh.

Therefore, it is imperative for all the companies in the industry such as Grameenphone,

Teletalk, Robi, and others to keep their employees motivated through employee performance

recognition techniques for the purpose of achieving competitive advantage in the market by

enlarging the base of satisfied customers. The factors have already been determined that have

the potential to increase customer satisfaction. A conceptual framework has also been drawn

on which the companies in the telecommunication sector must focus.

3.0 Research Methodology

3.1 Introduction

The way of scientific techniques that can support the researcher so that the researcher is

conducted in the right way is known as Research methodology. Methodology is considered to

be the blue print of a research. In this part, the research is going to discuss how the research is

going to be carried out. This part includes research questions, framework for the research,

paradigm of the research, hypothesis, unit of analysis, data collection methods, interpreting

the findings and its methods and reliability and validity can be achieved.

3.2 Research Questions

The researcher has tried to ascertain the methodology of this research for the purpose of

explaining the way the research is going to be carried out. The researcher has also discussed

the research design for discovering employee performance recognition techniques that are

used in the telecommunication sector in Bangladesh and its impact on customer satisfaction.

The research questions that are related to this research have been clearly spoken by the

researcher and they are given below:

How employee performance recognition techniques impacts the service in

telecommunication industry in Bangladesh.

2. How employee performance recognition techniques impacts customer satisfaction in

telecommunication industry in Bangladesh.

3.3 Research methods framework

Through the research framework, elementary concepts of the research methodology can be

explained. To conduct the research the researcher has the responsibility of choosing positive

type of research ideas, logical research method or approach and also the descriptive research

design. The researcher selects both the qualitative and quantitative research methods to

conduct the research properly

(Ferdous, and Rahaman, 2010)

The researcher has also taken some decisions in this report so that accurate results are derived

from the research. The researcher selects not only the primary sources of data but also the

secondary sources of data to conduct the research. The research ethics and reliability that is

necessary for the validity of the research have also been maintained by the researcher. The

research ethics and reliability have been cited during the both primary and secondary data

collection

(Chandok and Gupta, 2014)

3.4 Research onion

Research methodology is as comparable as an onion that is developed by Saunders et al.

According to the theory every step is the reflection of the examination. From external side to

internal side this theory works. Through the research onion theory, elementary research

methodology framework is shown. Research onion is a theory that can be beneficial for the

researcher to rationally perform the research work it can be easily said

(Bruce, 2006)

3.5 Research Paradigm

As a continuing process research paradigm can be termed. Human intellectual concerns are

processed by research paradigm that is basically the truth of intellectuals' past actions. On the

type of information that is related to the research study, research paradigm is focused.

Generally there are three kinds of research paradigm that are used in research practice. The

three kinds of research paradigm are Axiology, Ontology and Epistemology. Almost all the

researchers are motivated to use positivism, pragmatism and interpretevism research

paradigm. In this report, positivism research paradigm has been selected

(Alam and Rubel,

2014)

3.5.1 Justification for choosing positivism research paradigm

The nature to use rationality and decision to examine furtive facts has in positivism research

paradigm. Typically research paradigm is concerned with thorough opinion and based on

scientific process. It can be used to support the researcher to disclose the actual truths about

the research that is being studied for this reason. To disclose the truths about the impact of

employee performance recognition techniques on customer satisfaction in telecommunication

sector in Bangladesh, this report will be conducted.

3.6 Research Approach

For the purpose of choosing the way of research, Research approach can be shown as a

technique which can be valuable to the researcher. Generally for research practice, Most of

the researcher uses two kinds of research approach. The research approaches are inductive

research approach and deductive research approach. To get a better understanding of the

research study, deductive research approach can be beneficial. On the other hand inductive

observation is the core of research approach, this is the research approach that is used in a

research in case of there is a lack of data that is necessary for leading the research. I am going

to use deductive research approach for the purpose of this research(Chowdhury, 2009).

3.6.1 Justification of choosing Deductive research approach

On current theory, this kind of research approach is recognized. To use hypothesis, theory,

authorization and observation, this research approach can be proven worthy to the researcher.

New theory has to be framed in case of inductive research approach. Using deductive

research approach also becomes easy for graphically and statistically presentation of the

gathered information. Through this research approach quantitative data can be properly

exemplified. It can be said with assurance that deductive research approach is more

appropriate for the researcher to complete this report compared to inductive research

approach for all the benefits of deductive research approach that have been discussed earlier.

3.7 Research Design

Nayab (2013) said that technique which has the ability to support the researcher by allowing

him to make a research framework is known as research design. Firstly a researcher uses his

knowledge for choosing research design. Then he must examine research aims and research

objectives carefully so that research design does not reverse with them. To use research

practice, there are two types of research design. First one is explanatory research design and

second type is descriptive research design. Descriptive research design will be used for this

research.

3.7.1 Justification of choosing descriptive research design

Usually descriptive research design is used in formal research. In organized research study,

descriptive research is common. To benefit highly dependable and valid information through

inspecting, descriptive research design can help the researcher. There are many features

available in descriptive research. Descriptive research design gives the opportunity to work

with a large number of the sample size for the purpose of collecting primary data that is one

of the most important for this study. The research design does not influence the research

study for refining or modifying the facts exposed from the study in an unconventional

manner.

3.8 Research strategy

Serkey et al, (2007) refers that research strategy is the processes that describe how the

researcher moves out the research. In research strategy, some procedures and practices are

available that the researcher uses for leading the research. The researcher has decided to use

non probability sampling methods for taking decision about whom to include in the sample

size in this report. Both the qualitative and the quantitative methods will use for examining

primary data.

3.9 Sampling methods

Solnet (2006) refers that sampling is a method that helps to determine which part of the

population is going to be included in the sample size. Sampling method commands to select

the sample from the population to use in researching process. In sampling methods, there

have two types that are used in research to determine the sample size. The first one is

probability sampling methods and the second is non-probability sampling method. It has been

decided that non-probability sampling will be used in this case. From different parts of

Dhaka,the respondents have been selected, 30 respondents have been selected for completing

the survey for this research. Here non-probability sampling have used because it is impossible

for me to increase the sample size as it takes a lot of time and cashfor conducting survey on

large scale. Dhaka is selected by the researcher as it is the core business area for

telecommunication companies such as Grameenphone, Banglalink, Robi, Airtel etc. in

Bangladesh. I have decided to use non-probability sampling method that means every

customer of these telecommunication companies doesn't have the equal chance of being

included in the sample. There are many types of non-sampling method, now the question is

which one the researcher has used and why. The answer is the researcher has used

convenience sampling method. It is a non-probability method where the sample is selected

from the portion of the population that is easy to reach or access. Because of the time, energy

and money saving the researcher have used this method. Besides this the researcher wants to

use them in other parts of the research.

Using likert scale, questionnaire has been designed. The scale consists of 5 point for the

research (Wang and Lo, 2002). To understand the respondents about how to answer the

questions, it was very hard for the researcher. But the researcher has seen that people tend to

assign fewer marks for indicating poor performance or when they want to upset with

something. They were also explained by me about the neutral point of the likert scale. The

likert scale numbering is as the following-

Strongly Agree = 5

Agree = 4

Neutral = 3

Disagree = 2

Strongly Disagree = 1

To complete this research simple descriptive statistics such as percentage, mean, weighted

mean, standard deviation and Z-test have been used.

3.10 Hypothesis development

Rogers (1998) refers that hypothesis is termed asa guess or planned justification that has been

prepared based on partial proof which is considered as a beginning argument for more

examination.

In this investigation, the level of significance is 0.01 which has been decided by the

researcher's subjective knowledge. Hypothesis of this study is given below:

: There is no Impact of employee performance recognition techniques on

telecommunication sector in Bangladesh.

: There is a significant Impact of employee performance recognition techniques on

telecommunication sector in Bangladesh.

3.11 Data collection methods

In this research study, it will use both the primary and secondary data collection techniques to

collect the data. Based on the data from primary data collection and secondary data collection

the report will be prepared. Generally primary data is not found or published from anywhere

(Ethica, 2013). So to get this kind of data, a researcher must be collect reasonable data by

own-self. However there are some sources that can be used as primary data source such as

interview, observation and survey etc (Fisher, 2008).

On the other hand secondary data indicates that kind of data which are not made from the

efforts of the researcher; instead, it has been created as the result of someone else's work and

has been published on articles, journals, newspaper, internet or any other source. Based on

both the primary and the secondary sources of data, this research study will be done. Using a

cautiously designed questionnaire the researcher gathers primary data. For the purpose of

collecting first hand primary data interviewing respondents have also been used. Then the

researcher accumulates secondary data from different sources such as books, journals and

blogs again (George, and Weimerskirch, 1994).

3.12 Research Methods

Hayes, (2008) refers that through the research methods primary data is examined. It has been

said previously that primary data is collected from primary data sources. Everyone knows

that there are fundamentally two kinds of research methods. The methods are qualitative

research method and the quantitative research methods. The research will be conducted using

both the quantitative and the qualitative methods for analyzing the data collected from

different data sources in this report. Using qualitative methods examining primary data has

been done. From the survey process will be done with the help of quantities methods, the

analysis of the primary data collected.

3.12.1 Justification of choosing qualitative and quantitative research methods

It has been mentioned previously that the report will be done with the help of both the

qualitative and the quantitative methods, in this research study. Theresearcher has decided to

use qualitative research methods already. It is because for the purpose of collecting primary

data, there are 30 respondents selected. From those respondents, quantities methods have also

been used as the researcher has to analyze the data collected.

3.13Data Analysis

Bhutto et al, (2012) refers that it must be entered into SPSS to analyze the data and the data

should from the closed questions in the questionnaires coded. Here, we use cross tabulations

and descriptive statistic to analyze the data as these provide laborious and simple way of

arranging and presentation of data results.

ANOVA test, regression test, Pearson's correlation test will be done for this research. 20%

plus of the expected regularities are smaller than five when the tests are run Chi square

analysis is considered inappropriate. The data which are collected from the close ended

questions will be input in the excel sheet and it will be analyzed physically using content

analysis from main frame.

Stanimirov and Zhechev (2005.) said that in the analysis of data Z- value statistic will also be

used. The interviews are also analyzed manually using an informal approach. The interviews

are initially broken down into broad categories adopting an inductive approach and organized

into themes then using the text of the voice of the interviewees. Outcome of the literature

review is the basis for these themes. The identification of patterns and emergence of themes

in the data are supported by this process. Generally based these text themes are compared and

contrasted and further refinement of these themes occurred until key themes are identified

that ensured meaning is made of the text. In research design the most suitable choice is that in

which a complementary role is played by the qualitative text.

3.14 Research Instrument

Wang and Lo (2002) refer that with the help of research instruments inspecting research

variables is done. To pick the right kind of tool it is important for researcher so that the

research is led as the researcher planned. The researcher decided to use online survey

questionnaire and in-depth interviews to serve the purpose of this research.

3.14.1 Online survey questionnaire

ChungKiHan (2011) refer that online survey questionnaire can be defined as a structural

organize question that is use to data collection. Typically it is close ended in nature. The

researcher developed the questionnaire for his research. It consists of two important parts.

These parts are demographic description and main part of the questionnaire. Using LIKERT

scale (Including as Strongly agree = 5, Agree = 4, Neutral = 3, Disagree = 2 and Strongly

disagree = 1), the questionnaire has been developed. The ordinal scale has been used for the

purpose of calculating the responses of respondents. To turning those responses into

frequencies, the scale has also helped. With the help of e-mailing the distribution process of

online survey questionnaire has been done.

3.14.2

In-depth Interviews

Researcher use second instrument in semi-structured and open ended interviews with

employees and experts. To add exposed replies is the main aim of respondents. The aim of

achieving benefit that the qualitative facets are also achieved which are linked to research

variables. For the purpose of completing the interview Skype has been used with the

employees. Using a questionnaire, interviews were done for the customers and 5 questions

for the employees. For the purpose of interviewing experts `Snow-ball' technique has been

used(Suchi et al, 2012).

3.14.3 Justification of research instrument

The researcher selects the online survey questionnaire and interviews via Skype because the

maximum of the respondents were not interested to talk while the office hour. Hence, the

interviewer could interview so easily. The interviewer did not go to their home physically as

they are tired after the daylong labor. Besides, there is a chance of annoyance to the

employees who are included in the sample.

3.14.4 Pilot Study

Lee (2014) refers that test that can be used for the purpose of confirming the understand

ability of the survey and interview questionnaire to the respondents is known as pilot test.

Therefore to conduct a pilot survey randomly five employees were selected. With some

industry experts of IT field the researcher has also consulted.

3.14.5 Data Analysis and Statistical Tool

According to the book written by Johnson and Gustafsson (2000) Z-test has been used as the

sample size was 30 (both for employees and customers). For inspecting the relationship

between dependent and independent variable Z-test is an effective tool. For calculating

responses of the respondents the researcher has decided to take the help of the ordinal scale.

Microsoft word and Excel10 has also used by the researcher for the purpose of conducting

quantitative analysis. To complete the findings mean, variance, standard deviation and other

statistics have been used in this research.

3.15 Methodological Review

Heldenbrand, and Simms (2012) said that when the research has been conducted effective

conclusion can be drawn reliably. To defense the respondents from any kind of bias or

manipulation the researcher has put a lot of effort. The researcher has taken the help of

Google Docs to avoid manipulation of data. When necessary it has enable to update the data

automatically without any manipulation. To use right kind of statistical data, pilot survey and

demographic section in survey questionnaire the researcher also make a good determination

so that the reliability of the research remains undisputed.

3.16 Research Ethic

Gerson (1993) refers that keeping all of the code of conduct this research report has been

prepared that is necessary to follow during leading the research. The law which is used for

any research is knows as Ethics. To make sure that no question arises in future, all the

research codes have also been maintained. With a great deal of care the questionnaire has

been prepared so that it does not harm any person's emotion in any way. Considerable

information that was collected from the different employees of telecommunication companies

such as Grameenphone, Banglalink, Robi, Airtel etc. for leading the research work properly

will not be published in this report as promised.

3.17 Research Limitations

A number of accessibility problems have been stimulated during the preparation of this

report. As many customers were unwilling to respond, many were busy with their work, it

was very much hard to collect the necessary information from those respondents. It was

found that many respondents were reluctant to talk about many topics though the

questionnaire was designed with care, which was very important for the research study.

3.18 How validity and reliability is achieved

Reliability can be termed to as an extent to which an evaluation instrument yields steady and

reliable outcomes. In this research, the researcher has decided to use multiple regression,

correlation and z value statistic. Cronbach's Alpha test will also be done to ensure that the

core integrity of the data is intact (Dong and Sangyup, 2009). If the results of the tests are

consistent to each other, it will be considered that the reliability has been ensured in this

research and the test results are reliable (Byerly, 2012).

For the purpose of ensuring validity of the research, the researcher has taken some steps. At

first, the researcher has tried tonsure that the aims and purposes of the study are unmistakably

explained. The researcher has also made sure that there is a consistency between the

measures of the evaluation and the aims and purposes(Cicerone, 2009).

3.19 Conclusion

Using step by step process the researcher has led the research. Using positivism research

attitude, deductive research approach and descriptive research design, the research has been

done. From different data sources with the help of non- probability sampling methods, data

has been collected. For this report, primary and secondary data collection methods have been

used. By quantitative methods, the analysis has been done. Therefore, it has been made sure

that almost all the research codes and research ethics has been obeyed in the completion of

this research.

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Frequently asked questions

What is the title of the research?

The title of the research is "The impact of employee performance recognition techniques on telecommunication sector in Bangladesh."

What is the abstract about?

The abstract discusses the importance of employee performance recognition in achieving organizational goals and improving customer satisfaction, particularly in the competitive telecommunication industry of Bangladesh. It highlights the connection between employee recognition, motivation, and customer loyalty.

What are the key themes covered in the language preview?

The key themes include:

Employee performance recognition techniques
Customer satisfaction
SERVQUAL Model
The impact of employee recognition on customer satisfaction in the telecommunication sector in Bangladesh
Research methodology

What does the Table of Contents include?

The Table of Contents outlines the report's structure, covering topics such as the background of the problem, literature review (including employee performance recognition, customer satisfaction, SERVQUAL model, and impact analysis), research methodology (including research questions, paradigm, approach, design, and data collection methods), and references.

What are the objectives of the research?

The objectives are to assess the impact of employee performance recognition techniques on service quality and customer satisfaction within the telecommunication industry in Bangladesh.

What is the research methodology employed?

The research methodology involves a combination of qualitative and quantitative methods. It utilizes a positivism research paradigm, a deductive approach, and a descriptive research design. Data will be collected through online surveys and in-depth interviews.

What sampling method is used in the research?

The research uses convenience sampling, a non-probability sampling method, due to constraints in time and resources. A sample of 30 respondents is selected from Dhaka.

What statistical tools are used for data analysis?

Data analysis involves simple descriptive statistics (percentage, mean, weighted mean, standard deviation) and Z-tests. Cronbach's Alpha test will also be used for the consistency of the data.

What is the hypothesis of the research?

The hypothesis is:

H₀: There is no Impact of employee performance recognition techniques on telecommunication sector in Bangladesh.
H₁: There is a significant Impact of employee performance recognition techniques on telecommunication sector in Bangladesh.

What are the limitations of the research?

The research is limited by accessibility issues, such as respondent availability and willingness to participate. It's also limited to select respondents in Dhaka, Bangladesh.

Fin de l'extrait de 37 pages - haut de page

Résumé des informations

Titre: Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh
Auteur: Mohsin Akm (Auteur)
Année de publication: 2015
Pages: 37
N° de catalogue: V353864
ISBN (ebook): 9783668405479
ISBN (Livre): 9783668405486
Langue: anglais
mots-clé: impact bangladesh
Sécurité des produits: GRIN Publishing GmbH

Citation du texte: Mohsin Akm (Auteur), 2015, Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh, Munich, GRIN Verlag, https://www.grin.com/document/353864

Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh

Extrait

Frequently asked questions

What is the title of the research?

What is the abstract about?

What are the key themes covered in the language preview?

What does the Table of Contents include?

What are the objectives of the research?

What is the research methodology employed?

What sampling method is used in the research?

What statistical tools are used for data analysis?

What is the hypothesis of the research?

What are the limitations of the research?

Résumé des informations