RELATIONSHIP BETWEEN EMPLOYEES MOTIVATION & CUSTOMER SATISFACTION- A CASE STUDY OF SELECTED BANKS IN PAKISTAN (Published)
In the present cut throat competition of business in Pakistan, keeping the faithful customers footings has become a major issue for the management of all types of companies. Few segments particularly of services Industry where the there is very high human participation in rendering the services; companies are trying to perk up the service standards to secure and maintain the loyal customers. In present era, the retention of existing customers has become more important even than the new customers. The reason for is that the markets are being saturated very quickly due to increasing number of participants and the competitors are fighting for the same shrinking piece of pie. This improvement in service quality is based on the hypothesis that motivate and professionally well-equipped employees are the significant customer satisfaction indicators. To assess the validity of above stated supposition, this research has selected banking sector as population and chosen three Banks namely: Askari Bank Ltd., Bank Al-Habib Ltd., Habib Metropolitan Bank Ltd. as sample of this research study.The objective of this study is to understand and evaluate the main drivers of employee motivation in banking sector of Pakistan and their impact on customer satisfaction. Primary Data has been used in this study and it was collected through structured questionnaire. The reliability and consistency of primary source i.e. questionnaire was tested through Cronbach’s Alpha, whereas the author has applied Correlation and Regression technique for data analysis with Chi-Square Test for additional support to the results. Based on the rigorous literature review, survey instrument designing purified by help of pilot study, the results revealed that employee’s motivators are Compensation, Working Environment, Job Design, Staff Trainings and Performance Management System.
Interactive effects of Performance appraisals on employees’ motivation in Pakistani banking sector (Review Completed - Accepted)
Purpose: The purpose of this research work is to check the impact of performance appraisals (incentive practices and benefits provided by the organization) on employee motivation.
Importance: Performance appraisals are very important tool in Human resources management to retain efficient employees whose commitment level with the organization is relevantly high from others. Working with motivated employees actually increases the performance of the organization. The present study is about the performance appraisals that incentives and benefits increase the morale level of employees and stimulate them towards work. Employees who are compensated with appraisals and appreciations, they have done their work well.
Design/methodology/approach: Quantitative study was conducted in banking sector of Pakistan. 200 self-administrated questionnaires were distributed in different banks of Pakistan. 182 questionnaires were returned with 92% respond. Confidentiality of response is secured.
Findings: The statistical analysis told that incentives and benefits have very positive and significant impact on employees’ motivation. Limitation and guideline for future research is also provided.
Research limitations/implications: Sample size of the study was limited and only two variables related to performance appraisals were taken. Sample size can be increased for future research and the effects of other variable nature of the task, promotions as a variable, organizational environment, can be studied in the future.