Employee Dissatisfaction in UAE - Assignment Example

Industrial Project Task Employee Dissatisfaction in UAE A study by Shallal, expressed that most women workers who were married in UAE majorly expressed dissatisfaction with their works. This was leveled to various conservatism reasons, and one of them was the fact that women’s role in the UAE community is that they should stick home and carry out domestic chores ,without their husbands help as well as child bearing as opposed to working. The other reason was that work places failed to avail them with child care facilities. Another reason for dissatisfaction was that women in UAE are said to offer better care to their young ones compared to baby centers and thus the women were required to be home to do the same. Women are expected by culture to remain home and respect their husbands (Shallal, 2011.They also expressed that they felt nervous to work in places that were highly male dominated. In addition, with oil discovery, women have highly expressed reluctance in jobs since their husbands provide everything. It is out of these demands following the career woman in UAE that made them highly dissatisfied with their work. In fact, women exhibited conflicting preferences when it came to working and home chores and usually resulted to absenteeism, poor turn over as well as deteriorated health. Recommendations With regards to women dissatisfaction in UAE workplaces, the following measures would be recommended: That discrimination be scrapped out at work areas Working areas with women to have baby care facilities That prejudices about women should be eliminated to enable them work favorably That women should be accorded with the proper education Women to be availed with required tools and resources so as to work properly as their counterparts. According to Les & Baruch, various aspects hindered employees in dispensing their duties. These challenges added to employee dissatisfaction or demoralization in the Middle East. One of the challenges included corruption as well as political interference in the public domain. Moreover, the Organizations in the Middle East were to blame for employee dissatisfaction owing to meager salaries offered as well as unsuitable working conditions in the public sector. Other reason for the employee dissatisfaction was owing to the fact that there were no reward mechanisms to recognize the employee’s efforts. Many employees also did not comprehend their jobs and were very confused with what to do. In addition, the employees did not comprehend what their supervisor’s role was in the work place and their leaders would. The other challenge projected was that the public sector did not offer frequent training to its workers and this made them perform badly. Recommendation With regards to this study, it is recommendable that employees in the Public sector within the Middle East should: Be regularly trained to match with job demands Get rewards for work well performed such as fair promotions Be given suitable working conditions as well as good pay Have managers explain to them vivid description of what to do Be accorded proper leaders and supervisors Moreover, Alabdelkarim, Muftah & Hodgson study was an interesting study concerning employee dissatisfaction. The study explained the concept of emiratisation whereby the government offered jobs to the locals who had the required skills. On the other hand, the private sector did not employ locals out of the belief that they were under skilled compared to fellow expatriates. The private sector made the locals believe that they did not have the required skills and this demotivated them. UAE government in a bid to fight the menace has tried to standardize salaries for employees in either of the sectors. Moreover, the private sector received accusations for improper job description to its nationals. Recommendations The private sector to collaborate with the government in enforcing emiratisation Employees in both divides to have standard payments The private sector to ensure that they properly describe jobs to their employees Abdulla, Djebarni & Mellahi, took a different stand in that it took to explain the various factors or rather considerations that determine job satisfaction. For instance environmental or rather demographic factors in UAE for instance the work place considerably affected job satisfaction. In addition, salary rates as well as employee rewards contributed greatly when it comes to satisfaction and institutions should take them into consideration. It also unveiled that giving incentives in the work place determined such satisfaction (Al Jenaibi, 2010). Moreover, relationships amongst employees in the workplaces also contributed greatly to whether one was satisfied or not. Recommendation UAE institutions to take great consideration of all the determinants of job satisfaction Researchers in this field should consider this research while carrying out future studies. The work by El-Amouri & O’Neill was yet another study considered. The study explained that there were cultural as well as communication challenges amongst expatriate nurses and the nationals in UAE. In fact, most nurses confessed utilizing symbolic languages to converse with the patient which was rather tricky. Therefore, there was misunderstanding amongst the employees and the patients in the health care. Actually, most patients had been misunderstood and even treated for the wrong ailments by the nurses and this was very unpopular. Recommendation The study advocated for an integrated nursing system that took note of both diverse cultures as well as languages. Comparison The study by Shallal explained that women dissatisfaction in jobs in UAE was greatly due to cultural conservatism that women should stay at home at do home chores. It was a suitable journal because it vividly highlighted the plight of the women in UAE job market. More over,Les & Baruch, identified various aspects that hindered employees in dispensing their duties among them corruption as well as political interference in the public domain, poor pay among others. In atwist, Alabdelkarim, Muftah & Hodgson, explained the concept of emiratisation whereby the government offered jobs to the locals who had the required skills whereas the private sector did not employ the locals for the belief that they were under skilled compared to fellow expatriates’. Abdulla, Djebarni & Mellahi, “took to explain the various factors or rather considerations that determine job satisfaction in UAE; for instance environmental factors, salary rates, incentive measures among others. Lastly, El-Amouri & ONeill study explained that there were cultural as well as communication challenges amongst expatriate nurses and the nationals in UAE. The study was of great significance since it recommended an integrated health care that considers culture and even language diversities. CUSTOMER DISSATISFACTION IN UAE The purpose behind a study by Ahmed’s study was to investigate customer satisfaction or otherwise with regards to banking in UAE as well as Oman. The survey established that the reason behind dissatisfaction as pertains to customers in both states was in creditability (Ahmed, 2009). Although the customers demonstrated higher satisfaction in UAE e-banking than that of Oman, the study demonstrated that dissatisfaction in the two countries was quite high. Recommendations With regards to customer dissatisfaction, the study recommended that the government was tasked with constant evaluation and regulation in e-banking to ensure that there is a proper commercial environment. In addition, the study urged the government to institute proper infrastructure as well as legal frameworks to ensure a smooth e-banking environment. The study also insisted that permitting financial institutions to carry out banking online without having to set up any physical building of operations would enhance banking activities and offer competition to other banks to up their activities. The last recommendation was that the government should make it a habit to appraise banking achievements by banks in the two countries. The work by Young &Earnest, concentrated on gauging customer satisfaction with insurance businesses. They did this by interviewing 503 customers who had taken insurance policies in UAE to unveil their perception about services of those institutions. The study was actually geared to unveiling truths with regards to the following myths about consumer perceptions (Young &Earnest, 2012). The study unveiled that the key reason of customer dissatisfaction lay on quality of services rendered although they exhibited confidence that the institutions gave the right products. 30% of the consumers expressed that the insurance industry lagged behind when compared to other sectors. The study explained that customer behavior of switching from one provider to another was high by 18% compared to other countries. The study also showed that customers wanted value as well as convenient services, and improved contact from the insurers. Recommendation Young &Earnest recommended that improved quality was the key to customer satisfaction and thus insurers had to do something on that. The other thing was for the insurers to provide incentives to the customers through loyalties, like price reductions to make them motivated. It would also be recommendable to ensure that insurance institutions had improved contact with their customers. They should also make their services conveniently available to customers for instance, through making them available online. Saleh & Al-Marzouqi research was geared towards gauging customer perception of services of a public utility by the name DEWA that was tasked with availing citizens with water as well as electricity. As regards to service quality, the customers, both local and expatriates, expressed a lower satisfaction with regards to the expected levels (Saleh & Al-Marzouqi, 2014). They demonstrated that the officials in the organization had less empathy and assurance attributes. The survey also demonstrated that customers who exhibited a higher education level showed higher satisfaction in DEWA’s services than the latter. It also unveiled that customers who had utilized DEWA’s services for a long duration appeared more satisfied than expatriates. Recommendations In order to handle customer dissatisfaction, quality needs to be enhanced through such measures as accountability as well as transparency (Norizan, & Souiden, 2007). In addition, the institution should make their services attain international standards to ensure that even expatriates appreciated them as well. The study recommended that it was crucial that future researchers made use of findings that it had found. In addition, a report by the Arabianbusiness.Com that most customers demonstrated dissatisfaction with the services availed by banks situate in UAE. The study explained that customers wished to switch to other banks because of wanting services in the sector such as transaction fees being high. The study also demonstrated that the administrative procedures were so beauracratic and this made it hard for them to change anything. The findings showed that there existed a huge gap between the services rendered and the expected standards. In addition, the survey went ahead to research on the perception that customers had with regards to advertising. It was unveiled that most customers had actually purchased services owing to advertisements and the banks had continued pestering them by calling them even after request that their names be struck off the list (Arabianbusiness.Com, 2013). Moreover, it was demonstrated that the dissatisfaction was majorly due to marketing promises made by banks which they never met thereafter. In addition, it was unveiled that though there existed an increased usage of mobile banking, customers expressed doubt about it with regards to security and its efficiency. Customers also were dissatisfied with blank cheques asked by banks to act as cover of auto loans. Recommendations In order, to reduce such switching to other banks, the banks in UAE should ensure that they avail services in accordance to marketing that they make. They should also make banking less beauracratic by lessening paper work. Another measure that would be of great help would be that of ensuring that their transaction fees are fair. Lastly, they should upgrade their services and cease asking customers to render blank cheque to cover loans taken. UAE Government news in 2013 explained that most Middle East residents did not consider banks to be financial advisors and thus did not feel secure with them to the extent that in case of financial support, they would mostly result to their families for aid. It also explained that most customers regularly went to their bank branches in search for aid even after digitalizing most services. They explained that this was because of less trust as well as dissatisfaction with the digital channels. The banks were said to ignore customer calls for improved services particularly. For instance, the banks were said to poorly interact with their customers while rendering services. Recommendations It was cited that banks needed to improve services that they render in most of their branches. The banks also needed to assume an advisory role upon their customers through educating them about their services. In addition, the banks should improve mobile banking sectors in a bid to make it convenient for customers. Comparison Ahmed’s study established that the reason behind dissatisfaction as pertains to customers in both states was in creditability (Ahmed, 2009). It was of great implication to customer dissatisfaction as it recommended that the government was tasked with constant evaluation and regulation in e-banking to ensure that there is a proper commercial environment. Moreover Young &Earnest concentrated on gauging customer satisfaction with insurance businesses whereby they explained the key reason of customer dissatisfaction lay on quality of services rendered and was of great suitability since it recommended that customers wanted value as well as convenient services, and improved contact from the insurers. However, the report by the Arabianbusiness.Com explained that customers wished to switch to other banks because of wanting services in the sector such as transaction fees being high as well as administrative procedures being so beauracratic. The study also demonstrated dissatisfaction with marketing promises made by banks which they never met thereafter, as well as doubts in mobile banking and dissatisfaction with blank cheques asked by banks to act as cover of auto loans. In addition, the study by Government news in UAE was suitable in that it expressed that most Middle East residents did not consider banks to be financial advisors and that banks ignored customer’s calls for better services. Finally, Saleh Farouk & Al-Marzouqi, Ahmed customer perception of services of a public utility by the name DEWA tasked with availing citizens with water as well as electricity and demonstrated reduced assurance with the organization. The study was suitable in that it demonstrated that customers were dissatisfied with reduced accountability in the organization. References (2013). “53% of UAE bank customers want to switch - poll.” Arabianbusiness.Com. Retrieved from http://search.proquest.com/docview/1353411814?accountid=458 “SunGard: Middle east banks not yet meeting customer expectations.” (2013). UAE Government News, Retrieved from http://search.proquest.com/docview/1461739245?accountid=458 Abdulla, J., Djebarni, R., & Mellahi, K. (2011). “Determinants of job satisfaction in the UAE.” Personnel Review, 40(1), 126-146. DOI: http://dx.doi.org/10.1108/00483481111095555 Ahmed, A. K. E. (2009). “E-banking in U.A.E. and Oman: Exploring consumer perception of Satisfaction/ Dissatisfaction factors of e-Banking Service Quality.” The British University in Dubai. Retrieved from Al Jenaibi, Badreya. (2010). “Job Satisfaction: Comparisons Among Diverse Public Organizations in the UAE.” Management Science and Engineering. Retrieved Alabdelkarim, A. O., Muftah, M. K., & Hodgson, S. (2014). “The Impact of Emiratisation on Job Description Issues.” Middle East Journal Of Business, 9(2), 25-34. El-Amouri, S., & ONeill, S. (2011). “Supporting cross-cultural communication and culturally competent care in the linguistically and culturally diverse hospital settings of UAE.” Contemporary Nurse: A Journal for the Australian Nursing Profession, 39(2), 240-55. Retrieved from Iles, P., Almhedie, A., & Baruch, Y. (2012). “Managing HR in the Middle East: Challenges in the public sector.” Public Personnel Management, 41(3), 465-492. Norizan, M. K., & Souiden, N. (2007). Customer retention measurement in the UAE banking sector. Journal of Financial Services Marketing, 11(3), 217-228. Saleh Farouk & Al-Marzouqi, Ahmed. (2014). “An Examination of the Quality of Customer Service at a Public Utility Organization in the GULF Region.” International Journal of Marketing Studies. 6(1), 140-154. Retrieved Shallal, Musa. (2011).Job satisfaction among women in United Arab Emirates. Journal of International Women Studies. 12(3), 114-134. Retrieved from Young &Earnest. (2012). “United Arab Emirates: Voice of the customer Time for insurers to rethink their relationships.” Global Insurance Consumer Survey. Retrieved from< http://www.ey.com/Publication/vwLUAssets/Global_Consumer_Insurance_Survey_2 012_-_United_Arab_Emirates/$FILE/0177_EY_GIR_UAE_SML.pdf> Read More