Relationship Between Employee Satisfaction and Customer

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   Intro, Hypothesis – Lek
   Framework, Methodology – Julio
   Data Analysis – Ico
   Conclusion, Recommendation – Claire

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Relationship Between
Employee Satisfaction and
Customer Satisfaction in
Salons Located in Metro
Manila
Introduction

       Introduction
           Customer satisfaction is influenced by:
             well-planned technology implementation
             improved customer-facing business processes
             (mention other factors included in the paper)
           Employee satisfaction determines customer
            satisfaction (studies have shown… refer to the
            last 2 sentences of first paragraph under intro)
           Contradicting studies (refer to second
            paragraph of intro)
Introduction

       Rationale and Significance of the study
         Defining level of satisfaction (actually define
          what level of satisfaction is)
         Studying the relationship between employee
          satisfaction and customer satisfaction in a
          Filipino setting (explain that there hasn’t been
          any study on es-cs in the Philippines)
         Why Salons?
         Study is beneficial to current and future
          business owners/entrepreneurs
Introduction

       Problem Statement
        The study seeks to determine the relationship
         between customer satisfaction and employee
         satisfaction; whether it is direct or inverse or if
         there is no relationship; and to quantify which
         employee satisfaction indicators affect customer
         satisfaction.
Introduction

       Research Objectives
         To determine if there is a relationship between
          employee satisfaction and customer satisfaction
          in salons located in Metro Manila.
         To determine if employee satisfaction is a
          significant predictor of customer satisfaction.
Introduction

       Scope and Limitations
         David’s Salon
         Top 10 branches based on sales
         Metro Manila
Hypotheses and Framework

       Correlation Hypothesis
         Ho: All employee satisfaction indicators have no
          effect on customer satisfaction in salons located
          in Metro Manila.
         Ha: At least one employee satisfaction indicator
          has an effect on customer satisfaction in salons
          located in Metro Manila.
Hypotheses and Framework

       Significance Hypothesis
         Ho: All employee satisfaction indicators are not
          significant predictors of customer satisfaction
         Ha: At least one employee satisfaction indicator
          is a significant predictor of customer satisfaction
Hypotheses and Framework

       Assumptions
        There can only be a positive, negative, or null
         relationship between employee satisfaction and
         customer satisfaction.
        Service oriented establishments are most
         appropriate for determining the relationship
         between employee satisfaction and customer
         satisfaction.
    Hypotheses and Framework
   Operational Framework (explain each indicator)
Methodology

       Research Design (refer to the paragraphs in
        the paper)
         Correlation research design
         Single-case study design


       Sampling Plan
         Top 10 branches based on sales
         Stratified random sampling (explain the formula
          briefly, ratio etc.)
Methodology

       Data Collection
         Adoption of employee survey questionnaires
         Construction of customer survey questionnaires
         Distribution of survey questionnaires

       Data Analysis
         Multiple Linear Regression
Data Analysis (mention the scales and
ratings)
   Employee Satisfaction Results
       General Satisfaction: 3.95
       Communication: 3.81
       Organizational Leadership: 3.89
       Corporate Culture: 3.77
       Compensation and Benefits: 3.57
Data Analysis

   Customer Satisfaction
       Service Delivery Quality: 4.23
       Service Representative Demeanor: 4.35
       Service Features and Benefits: 4.28
Data Analysis

   Employee Satisfaction vis-à-vis Customer
    Satisfaction
       Employee satisfaction (x): 3.82
       Customer satisfaction (y): 4.22
Data Analysis

   Determining the significant indicator (p-value)
        At a 95% confidence interval with a significance
        level of 0.05, the indicators of employee
        satisfaction yielded different p-values.
Data Analysis

   Strength of the relationship




             Moderately weak relationship
               (Layman’s term for this)
Conclusion (shorten it, keywords or
phrases)
   Only general satisfaction has a significant
    effect on customer satisfaction
   Regression analysis shows that
    communication, organization leadership,
    corporate culture, and compensation and
    benefits are not predictors of customer
    satisfaction
   The relationship between employee
    satisfaction and customer satisfaction is
    moderately weak with a 25.65% r2
Recommendation

   Focus on improvement of general satisfaction
    of employees (cite the measures under gen
    sat, give specific examples)
       Verbally motivate employees
       Establish close employer-employee relationships
       Provide employees with necessary resources for
        effective job delivery
       Improve physical working conditions (ventilation,
        space, etc.)
Recommendation
   Examine and modify communication,
    organizational leadership, compensation and
    benefits, and corporate culture to be able to
    manipulate them into being predictors of
    customer satisfaction
    (why do we need to focus on the remaining 4
    indicators)

				
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posted:8/7/2012
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