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To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises - Dissertation Example

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Employee Satisfaction is an Antecedent for Customer Satisfaction Table of Contents Table of Contents 2 List of Figures 8 2.1 Chapter Overview 10 2.2 The Irish Economy 10 2.3 Irish SME Retail Sector 11 2.4 Competitive Advantage 12 2.4.1 Resource Based Advantage 13 2.4.2 Human Resource and Competitive Advantage 15 2.4.3 Competitive advantage through people 16 2.5 Employee Engagement 19 2.6 Employee Commitment 20 2.7 Employee Motivation 22 2.7.1 Relationship between Employee Satisfaction and Employee Motivation 23 2.8 Impact of Employee Satisfaction on Customer Satisfaction in SME Retail Stores 26 2.8.2 Impact of Employee Satisfaction on Performance of Retail Stores 29 Chapter 3 Research Methodo…
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To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises

Download file to see previous pages... logy 30 3.1 Research Philosophy 32 3.1.1 Phenomenological Style or Interpretivism 33 3.1.2 Positivist Style 33 3.2 Justification for Positivism Philosophy 34 3.3 Research Approach 35 3.3.1 Deductive Research 35 3.3.2 Inductive Research 36 3.3 Characteristics of this Research 37 3.4 Research Strategy 39 3.4.1 Qualitative Methodology 41 3.4.2 Quantitative Method 42 44 3.4.3 Semi-Structured Interviews 44 3.5 Time Horizon 45 3.5.2 Cross Sectional Perspective 46 3. 6 Data Collection Method 47 3.6.1 Secondary Data Collection 47 3.6.2 Observation 48 3.6.3 Interview 48 3.6.4 Sampling 49 3.6.5 Questionnaire Survey 50 3.7 Validity Testing 50 3.7.1 Construct Validity 50 3.7.2 Internal Validity 51 3.7.3 External Validity 51 3.7.4 Reliability 52 3.8 Analysis Tools 52 3.8.1Chi Square Test 52 3.8.2 Weighted Average Method 53 3.8.3 Karl Pearson’s Coefficient of Correlation 53 3.8.4 Percentage Analysis 54 3.8.5 Graphs 54 3.9 Ethical Considerations 54 4.2.1 Analysis 1 63 4.2.2 Analysis 2 66 4.2.3 Analysis 3 68 4.2.4 Analysis 4 70 70 4.2.5 Analysis 5 71 4.2.6 Analysis 6 74 4.2.8 Analysis 8 81 4.2.9 Analysis 9 & 10 84 4.2.10 Summary 86 Chapter 5 Conclusion 87 5.1 SME Retail Sector-Ireland 89 5.1.1 Competitive Advantage for Retail Stores 90 5.1.2 Human Resource Challenges 90 5.1.3 Marketing Challenge 91 5.1.4 Competitive Advantage through People 92 Chapter 6 Recommendation 93 Chapter 7 Self Reflection 94 7.1 Genesis of the Research Problem 94 7.2 My Concern 95 7.3 Collecting and Analyzing Data 95 7.6 Cost Management 98 7.7 Significance of the Research 99 7.8 Understanding Knowledge of Journal and Books 100 101 Reference 102 Journals 102 Books 107 Appendices 110 Appendix 1- Interview Transcript 110 Appendix 2- Questionnaire 113 List of Figures Fig 1: Competitive Advantage 13 Fig 2: Competitive Advantage through People 16 Fig 3- Employee Satisfaction 20 Fig 4: Customer Satisfaction & Employee Satisfaction 28 Fig 5: Customer Satisfaction 29 Fig 6: Research Method 32 Fig 7: Deductive Research 36 Fig 8: Inductive Research 37 Fig 9: Research Strategy 39 Fig 10: Qualitative versus Quantitative Analysis 44Fig 11: Service Profit Matrix 63 Fig 12: Distribution for Satisfied Population in Retail Stores 64 Fig 13: Distribution of Motivated Population 69 Fig 14: Key Motivators for Satisfaction 70 Fig 15: Correlation between Employee Satisfaction and Employee Motivation 74 Fig 16: Distribution of Engaged Employees 75 Fig 17: Variation in Employee Engagement and Employee Satisfaction 78 Fig 18: Correlation between Employee Commitment and Employee Engagement 81 List of Tables Table 1: Distribution for Satisfied Population in Retail Stores 63 Table 2: Satisfaction booster most favoured by employees 66 Table 3: Weighted Average of Satisfaction Booster most favoured by Employees 67 Table 4: Distribution of Job Satisfaction Booster 68 Table 5: Key Motivators 70 Table 6: Relational Matrix for Employee Commitment and Satisfaction 73 Table 7: Distribution of Employee Engagement 75 Table 8: Dispersion between Employee Satisfaction and Engagement 77 Table 9: Relational Matrix between Employee Engagement and Commitment 80 Table 10: Observed Value 82 Table 11: Expected Value 83 Table 12: Chi Square Analysis 84 Table 13: Impact of Customer Care Service on Customer Satisfaction (X) 85 Table 14: Impact of Employee Satisfac ...Download file to see next pagesRead More
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