Contact Us
Sign In / Sign Up for FREE
Go to advanced search...


Comments (1) Cite this document
THE LEVEL OF EMPLOYEE SATISFACTION AND COMMITMENT AT LLOYDS TSB BANK (FRONT DESK STAFF) [University] 2013 ABSTRACT Employee satisfaction is a measure of how favorably an employee sees his/her job. As an employee is considered to be the backbone of an organization, the importance of employee satisfaction in the success of an organization cannot be ruled out…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER91.1% of users find it useful
Read TextPreview


Download file to see previous pages Employee satisfaction is absolutely necessary among front desk staff especially those working in investment banks or other sales related companies as they represent an organization and bring in a greater portion of the revenue. The purpose of this study is to measure the employee satisfaction levels among Lloyds TSB front desk staff, one of the leading banks of UK. A questionnaire based survey was conducted and it was found that although the pay package and benefits provided by the bank were quite attractive, employee satisfaction was average among the Lloyds TSB front desk staff. An analysis of the questionnaire using popular satisfaction/motivation theories revealed that along with money other factors such as communication with the employees, respect and recognition and appreciation are also important. It was found that hard HRM is mostly practiced in Lloyds Bank TSB branches and hence it is recommended that a blend of both hard and soft HRM should be applied in order to improve the employee satisfaction levels. ...
ies 15 2.3 Maslow’s Theory 16 2.4 Herzberg’s Two Factor Theory 18 2.5 Alderfer’s ERG Theory 19 2.5.1 Using Alderfer’s ERG Theory at Workplace 20 2.6 Vroom’s Theory of Expectancy 20 2.6.1 Applying Vroom’s Expectancy Theory in an Organization 21 2.7 Locke’s Path Goal Theory 21 2.8 Studies on Employee Satisfaction 22 2.9 Theoretical Framework 24 3.RESEARCH METHODOLOGY 26 3.1 Research Philosophies 26 3.2 Research Design 27 3.3 Data Sources 28 3.4 Data Collection Tools 28 3.5 Sampling Strategy and Sample Size 29 3.6 Data Analysis 31 3.7 Validity and Reliability Concerns 32 3.8 Ethical Considerations 33 4.FINDINGS 34 4.1 Section A: Demographics 34 4.2 Section B: Human Resource Policies 37 4.3 Section C: Job satisfaction at Lloyd’s bank 43 4.4 Section D: Employee Training and Development Practices 48 4.5 Section E: Performance and Evaluation 48 4.6 Section F: Compensation 49 4.7 Section G: Employee Retention 51 4.8 Section H: Employee Commitment 52 5.DISCUSSION AND ANALYSIS 54 5.1 Analysis 56 6.CONCLUSION 59 6.1 Recommendations 61 6.2 Revisiting Aims and Objectives 62 6.3 Research Limitations and Future Research Scope 63 References 64 Appendix- I 73 THE LEVEL OF EMPLOYEE SATISFACTION AND COMMITMENT AT LLOYDS TSB BANK (FRONT DESK STAFF) 1. INTRODUCTION Employee satisfaction is commonly defined as the measure of how happy and content an employee is with his/her job and working environment (Kennet & Salini 2011). It has been observed that at times even though the package offered to the employee is good, the employees become discouraged and resign from their jobs. Certain factors like limited growth opportunity, lack of appreciation and recognition, high job stress and even lack of communication within the organization discourage and frustrate an employee. The ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
Retrieved from
  • Cited: 0 times
Comments (1)
Click to create a comment or rate a document
greenfeldermega added comment 2 years ago
Student rated this paper as
The topic of "THE LEVEL OF EMPLOYEE SATISFACTION AND COMMITMENT AT LLOYDS TSB BANK (FRONT DESK STAFF)" was impossible to find. I spent too much time to find it. Here at StudentShare, I got the finest example. Many thanks!


The Balanced Scorecard (BSC) method of Lloyds TSB Bank

The Balanced Scorecard (BSC) method of Lloyds TSB Bank

The objective of the paper is to describe about the Balanced Scorecard (BSC) framework in relation to its implementation in the Lloyds TSB Bank, headquartered in the UK. The reason for choosing the organisation is that the company uses balance scorecard method for calculating and managing the performance of employees (Lloyds TSB Group plc, 2012). The paper will also attempt to evaluate several aspects of BSC in relation to Lloyds with the purpose to recognise how the implementation of BSC would help to measure the performance of the bank. Also the paper will aim at identifying the different drawbacks relating to BSC. Stating precisely, the determined objectives of the...
11 Pages(2750 words)Essay

The Relationship between Employee Commitment and Employee Engagement, Employee Satisfaction

... to fulfil their personal career goals and job responsibility. Engagement of an employee cannot possible without effective commitment towards the organization and seer hard work. Leaders or the managers of an organization play a vital role in employee engagement. It is important for a manager to provide value to the needs or satisfaction level of an employee in order to retrain employee commitment and employee engagement. Only a motivated employee can perform effectively in an organization. Progression of career is also an important and key employee retention tool. The employees will be happy to be engaged with their job and organization if they are provided effective career development opportunities, good work culture and productive work...
4 Pages(1000 words)Assignment

Employee Commitment

...Introduction Employee commitment will become increasingly important in the coming decade because more and more companies are moving the decision-making processes farther down the organizational hierarchy, making it almost impossible for management to control performance directly (Brown, 1998). As the use of self-managing work teams increases, it will be incumbent on managers to find ways to enhance employees' identification with their work, their teams, and the company. Furthermore, as the educational levels of employees increase (and they are increasing), the demand for greater challenge, variety, and responsibility in a job also will increase (Fineman, Sims and Yann, 1996). Employee Commitment Interestingly enough, some of the more...
2 Pages(500 words)Essay

Stakeholder Groups in Lloyds TSB Bank

... are due. The successful implementation of the Group's strategy is the responsibility of all 70,000 staff employed by the Group. It is their approach to making Lloyds TSB a high performing organisation that has enabled the Group to make such good progress in 2004 and which only they can ensure further progress over the next few years. Key Employees: Name Level J. Eric Daniels Group Chief Executive (Since: 2003) Michael E. Fairey Deputy Chief Executive Officer (Since: 1998) Terri A Dial Group Executive Director, UK Retail Banking (Since: 2005) Archie G. Kane Group Executive Director, Insurance and Investments (Since: 2003) G Truett Tate Group Executive Director, Wholesale and International Banking (Since: 2004...
8 Pages(2000 words)Case Study

Lloyds TSB & HBOS

... Rock-style collapse and nationalization. The bank is taken overbyLloyds TSB for 12 billionamidst a stock price crash of 66% in three days (, 2008). It also saw the displacement of HBOS's rather conservative, cautious and traditional banking ethos by the more modern, competitive and market driven ethos of the Lloyd's TSB. Thus the merger was experienced by staff as an encounter between two different corporate cultures. As noted by different theorists the size and structure of the organisation also affect the culture of the organisation. The organisations with strong departmentalization do not tend to have a consistent culture across the organisation rather they have several cultures divided at department level...
8 Pages(2000 words)Case Study

Stakeholders of Lloyds TSB Bank

This paper tells that in our present business climate, individuals need a bank account to generate MORE sales and net income. Businesses prefer to receive postdated checks and related deposit instruments as the replacement for cash. A 1,500 check is safer and easier to carry around than to bring its bulky and "highly tempting" cash equivalent. The returned checks act as payment and deposit evidence of business transactions. There are many banking services that make deposits in banks preferable to stuffing cash in a person's safety in the home or offices. People, thru the banking system, can now buy and sell products thru the internet. When they are face to face with each other. The bank's many servi...

10 Pages(2500 words)Research Paper

Procedures for Receptionist in Front Desk

...Policies and Procedures for Receptionist in Front Desk Name of the Organization Policy: The receptionist will be responsible to act as a communication link between customers and internal administrators. She will, at all occasions, maintain punctuality, promptness as well as courteous behaviour both to external agents such as customers and visitors and internal staff. She will maintain a high level of personal grooming in her appearance, disposition and countenance. Politeness, readiness to attend to the needs of customers and visitors, proper adherence to dress codes etc are other benchmarks of the policy governing their conduct. Working hours of 0900 hrs to 1700 hrs will be strictly followed with a lunch break of 1 hour between 1300...
1 Pages(250 words)Essay

Strategy definition of Lloyds bank TSB

STRATEGY DEFINITION OF LLOYDS BANK TSB By Location Strategy Definition of Lloyds Bank TSB Strategy ment of Lloyds Bank TSB
To grow our franchise balance sheet by 40-50% in five years by providing businesses, communities, and households with an outstanding customer experience by adopting a simple and straightforward banking model that can sustain growth and efficiency.
Description of Lloyds Bank TSB strategy Statement
As Rukstad and Collis highlighted, some organizations choose to place customers at the core of their business strategy. This is the case with Lloyds Bank TSB (Collis & Rukstad 2008, p. 85). The Lloyds Bank TSB intents to become a financial institution, which exhibits positive financial growth. Unlike other...
2 Pages(500 words)Essay

Strategy statement for bank Lloyds

... Strategy ment for Lloyds Bank Part1: Lloyds Bank Strategy ment Lloyds Bank endavours to become the most responsive bank to the needs of the UK customers and shareholders. The will materialize through the bank establishing long-standing relationships with customers and enhancing transparency with its stakeholders. Word Count: 35 Part1: Lloyds Bank strategic statement argument Strategy formulation requires following the precise definition of the main objective of an organization, coupled with the allocation of the available resources to execute the objective (Stonehouse & Houston, 2003:288). Lloyds Bank has the principle objective of becoming the best bank both to its customers and shareholders (Lloyds Bank Group, 2014:n.p.). Customers...
2 Pages(500 words)Essay

Ryanairs Staff Treatment and Motivation Problems

To prove that not all of the public accusations against the way Ryanair handles its employees is true; a combination of qualitative and quantitative research methods will be utilized using research survey questionnaires. Aiming to strengthen the research survey results, an interview with Ryanair’s human resource assistant manager, customer service supervisor, duty manager, and duty controller was conducted to enable the researcher to gain a better insight with regards to employees’ views on labor unions and the type of motivational strategies used by the company.
Ryanair is an Irish low-cost airline with its head office in Dublin and its main operational base at London Stansted Airport. It is Europes major low-cos...
43 Pages(10750 words)Dissertation

Managing Emerging Technologies: The World Bank Group

information Technology helps the businesses in cutting costs and creating value to the organization as a whole, by minimizing the digital divide. This helps in developing new and effective business processes as well as in making value propositions especially in the new and modern corporate world whose business network is spread far and wide, such as the World Bank for instance. Information technology plays a vital role in integrating systems and strengthening the strategic ties between service providers and customers, thereby rendering effective services.
The World Bank is involved in various activities providing a wide range of services to several developing and in transition countries across the globe. The bank, owned, fina...
11 Pages(2750 words)Case Study

The Importance of Employee Empowerment in the Global World

Empowerment is the authority to make decisions within one’s area of operation without having to get approval; from anyone else. Here the operatives are encouraged to use their initiative to do things the way they like. To this end, the employees are given not just authority but resources as well so that they not only take decisions but implement them quickly. This empowerment means giving the employees the authority to make decisions and providing them with financial resources to implement these decisions (Koch & Godden, 1997 11).
Employee participation and empowerment participation means sharing the decision making power with the lower ranks of an organization in an appropriate manner (Lashley & McGoldrick, 199...
9 Pages(2250 words)Assignment

Impact of Motivational Factors upon Employees at Bank AlFalah and Standard Chartered Pakistan

The impacts of these policies upon the employees of the banks will be studied with the help of the responses of the employees of both of the banks. The proposed research study will present the case studies of these two banks by employing a qualitative research approach. The data and information for the study will be collected through secondary and primary resources i.e. through literature review and in-depth interviews of the employees of both the banks. The study will help in the identification of the major strengths and weaknesses present in the motivational policies of these banks and will allow proposing the formulation of improved policies.

Motivation basically refers to satisfying one’s needs through differe...
14 Pages(3500 words)Research Proposal

Evaluation of Performance of a Bank Using Published Accounting Data

...Table of Content Introduction: 2 Background 3 Thesis ment 4 Main Body 4 Conclusion 6 Limitations 7 Recommendations 7 Bibliography 8 Evaluation of Performance of a Bank Using Published Accounting Data Introduction: Banks are the global industrial powerhouses1 and they have introduced very complex and risky products and services. During its operation, every bank is exposed to credit risk, liquidity problems, interest risk, market risk, operational and management risk.2 The collapse of banking industry severely influences the world financial system, which means that it is very important to evaluate the performance of the banks. There are different parameters based on which performance of a bank can be evaluated such as financial management...
7 Pages(1750 words)Case Study

Royal Bank of Scotland

The bank provides personal and business banking, corporate finance, insurance, and private banking. Though the bank is based in Edinburgh, it operates globally (The Royal Bank of Scotland Group plc and London, 2009, Para 1).
The Approach of The Royal Bank of Scotland: The Royal Bank of Scotland has set some goals in which it is very clear. It commits to helping its customers in raising funds, managing risks and investing in successful plans. Its trust in its people’s creativity and skills has paved a way for this organization that goes to success only. The organization’s goal is to explore the best market opportunities for its customers. It is committed to improving the current methods of financing and concentrati...
6 Pages(1500 words)Assignment

Employee Supervision

The type of employee supervision will depend totally on the management of the agency. This paper will discuss two commonly used models of employee supervision.
Employee Supervision can be defined as the process of the leader or senior management of an institution giving advice to junior staff on the policies, plans, and procedures of the institution. The leader advises on how to interpret and implement the plans, determining the extent to which they are being followed and advising his/her seniors thereof. Kalinich, Klofas, and Stolkovic, (2008, p. 54) define employee supervision as the process of coming up with personalized learning plans for the employees to be supervised as they deal with clients.
There is a number of...
7 Pages(1750 words)Assignment

Global Employee Information and Consultation: Replicating the European Model

...Global Employee Information and Consultation: Replicating the European Model INTRODUCTION The only way for the employees and their representatives to reach the level of multinational corporations is to create an effective transnational mechanism that facilitates consultation and information disclosure. The European model (EWC) is an example of an institution that intends to provide employees voice in the transnational arena. The information dissemination and consultation arrangement enable employee representatives to participate in discussing issues that pertains to their employment. However, there is a need to analyze whether EU style of legislating a mechanism shall be effective if replicated globally. The answer in part depends...
9 Pages(2250 words)Coursework

The Level of Profitability of Gulf Cooperation Council Banks

It is widely held that the banking sector is a key factor underpinning the success of any economy. Banking institutions have always aimed to channel funds collected from savings towards investments in projects and other productive ventures, lending credence to the findings of past researches that established a significant relationship between economic advances and financial growth. The operating environment of the banking industry is constantly developing and evolving, with macro as well as micro factors playing a significant part in the overall structure and performance of some global financial institutions of which banks are an integral part.

For a bank to be profitable, it needs to achieve the optimal operating leve...
13 Pages(3250 words)Case Study

Employee Commitment in Multinational Organisations

In essence, employee commitment means loyalty to the employer and is one of the aspects that signify successful employee relations. The employer must be ready to reciprocate the commitment of employees for satisfaction in the workplace to be accomplished. This paper presents a critical assessment of some issues which may arise for the management researcher investigating the extent of employee commitment in a large multinational organization. It focuses on some of the factors that affect employee commitment in multinational organizations such as employee satisfaction, retention, career ladders, job security, employment relations, cultural diversity and empowerment of the human resources.
Employee satisfaction is a significant...
8 Pages(2000 words)Essay

Lloyds TSB Brand

... Bank of Scotland is facing huge financial problems. To support this subsidiary and to maintain reputational position, TSB has given £3,000 million to its subsidiary in 2009 (Lloyds TSB, 2009). LTSB not implementing any strong marketing strategy and the strategies are not communicated to the employees. Opportunities London Olympics 2012 offers opportunities to LTSB to strengthen its customer base. Divesting non-profitable segments and focusing on market penetration strategy. Threats Because of the visible uncertainty in international financial environment, it is expected that FSA will make capital and liquidity requirements more stringent and if this happens then TSB may have to raise more capital or the company may have to divest...
18 Pages(4500 words)Research Paper
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.


Contact Us