| Title : | Employee motivation and customer satisfaction: a cases of Nepalese commercial banks | | Material Type: | printed text | | Authors: | Rachana Acharya, Author | | Publication Date: | 2016 | | Pagination: | 193p. | | Size: | GRP/Thesis | | Accompanying material: | 193/D | | Languages : | English | | Descriptors: | Employee motivation
| | Class number: | 658.314 | | Abstract: | Employee motivation is of great significance in enhancing an organizational performance. The level of employee efficiency and output will be significantly increased thus leading to higher profitability of the organization. The performance of employees in any organization is vital, not only for the growth of the organization, but also for the growth of individual employees (Meyer and Peng 2005). A large number of companies neglects to evaluate employee’s motivation level while conducting customer satisfaction surveys however many studies have confirmed that employees are internal customers and their satisfaction contributes to the overall customer’s satisfaction and organizational performance (Chen, 2011). Customer satisfaction is a key factor in formation of customer’s desires for future purchase (Anderson & Mittal, 2000). Furthermore, the satisfied customers will probably talk to others about their good experiences. This fact, especially in the Middle Eastern cultures, where the social life has been shaped in a way that social communication with other people enhances the society, is more important (Jamal & Naser, 2003).
The major purpose of this is to analyze the impact of employee motivation on customer satisfaction in Nepalese commercial banks. The specific objectives of this study are: (a) to investigate the impact of employees motivation on customer satisfaction, (b) to analyze the relationship of working environment and salary & incentives with customer satisfaction, (c) to assess the impact of job promotion and recognition on customer satisfaction, (d) to find out the impact of career development and training on customer satisfaction, (e) to study the important factors which are needed to motivate and empower the employees in their service delivery towards the enhancement of customer satisfaction.
Primary data are used for the purpose of the study which is collected from primary questionnaire survey. The primary sources of data are used to assess the opinion of respondents with respect to their satisfaction level. This study is entirely based on the response of 224 respondents from 20 commercial banks in Kathmandu valley. Descriptive and casual comparative research designs are used to test the significance of the determinants of employees’ motivation and customer satisfaction.
The result revealed that there is a positive relation between customer satisfaction and its employee motivation factors (working environment, salary and incentives, job promotion, recognition, career development and training). The coefficients of beta are positive and significant for all determinants at 5 percent level of significance. Of all the selected variables, the most important factor of employee motivation are training followed by career development, recognition, working environment, job promotion and salary and incentives. The study found that motivated employees as well as product and services provided by the bank play a major role in yielding the satisfaction to the customers. The result showed that the majority of the respondents are not satisfied with their banks as the majority of respondents think that there are no better career opportunities in their bank.
The major conclusion of the study is that motivated employees and satisfied customers are the valuable asset of banking organization as it is much more difficult to attract new customer than to retain old ones. It is concluded that respondents are neither highly satisfied nor highly dissatisfied with the Nepalese commercial banks. They are not getting the optimum level of satisfaction. Their satisfaction somehow is being compromised.
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Employee motivation and customer satisfaction: a cases of Nepalese commercial banks [printed text] / Rachana Acharya, Author . - 2016 . - 193p. ; GRP/Thesis + 193/D. Languages : English | Descriptors: | Employee motivation
| | Class number: | 658.314 | | Abstract: | Employee motivation is of great significance in enhancing an organizational performance. The level of employee efficiency and output will be significantly increased thus leading to higher profitability of the organization. The performance of employees in any organization is vital, not only for the growth of the organization, but also for the growth of individual employees (Meyer and Peng 2005). A large number of companies neglects to evaluate employee’s motivation level while conducting customer satisfaction surveys however many studies have confirmed that employees are internal customers and their satisfaction contributes to the overall customer’s satisfaction and organizational performance (Chen, 2011). Customer satisfaction is a key factor in formation of customer’s desires for future purchase (Anderson & Mittal, 2000). Furthermore, the satisfied customers will probably talk to others about their good experiences. This fact, especially in the Middle Eastern cultures, where the social life has been shaped in a way that social communication with other people enhances the society, is more important (Jamal & Naser, 2003).
The major purpose of this is to analyze the impact of employee motivation on customer satisfaction in Nepalese commercial banks. The specific objectives of this study are: (a) to investigate the impact of employees motivation on customer satisfaction, (b) to analyze the relationship of working environment and salary & incentives with customer satisfaction, (c) to assess the impact of job promotion and recognition on customer satisfaction, (d) to find out the impact of career development and training on customer satisfaction, (e) to study the important factors which are needed to motivate and empower the employees in their service delivery towards the enhancement of customer satisfaction.
Primary data are used for the purpose of the study which is collected from primary questionnaire survey. The primary sources of data are used to assess the opinion of respondents with respect to their satisfaction level. This study is entirely based on the response of 224 respondents from 20 commercial banks in Kathmandu valley. Descriptive and casual comparative research designs are used to test the significance of the determinants of employees’ motivation and customer satisfaction.
The result revealed that there is a positive relation between customer satisfaction and its employee motivation factors (working environment, salary and incentives, job promotion, recognition, career development and training). The coefficients of beta are positive and significant for all determinants at 5 percent level of significance. Of all the selected variables, the most important factor of employee motivation are training followed by career development, recognition, working environment, job promotion and salary and incentives. The study found that motivated employees as well as product and services provided by the bank play a major role in yielding the satisfaction to the customers. The result showed that the majority of the respondents are not satisfied with their banks as the majority of respondents think that there are no better career opportunities in their bank.
The major conclusion of the study is that motivated employees and satisfied customers are the valuable asset of banking organization as it is much more difficult to attract new customer than to retain old ones. It is concluded that respondents are neither highly satisfied nor highly dissatisfied with the Nepalese commercial banks. They are not getting the optimum level of satisfaction. Their satisfaction somehow is being compromised.
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