Effectiveness and Impact of Employee Satisfaction on Service Quality and Customer Satisfaction. A Case Study of Vodafone Group UK (2015)

Vodafone Group UK Service Quality Customer Satisfaction Dissertation – It is vitally important for a company to keep employees satisfied. Employees that are engaged and satisfied are more likely to invest in the success of the business and have a high level of commitment and loyalty. Satisfied employees promote and support the company’s mission, strategy and brand. Research suggests satisfied employees have positive effects on a business’ customer base and corporate profitability

. Assuming this empirical evidence is true, this study aimed at investigating the link between (1) employee satisfaction (2) customer satisfaction and (3) service quality. All three elements are considered to be the vital components of a business. Therefore, there was a scope of examining the relationship between these three aspects of a business so that understanding on the link of employee satisfaction with service profit chain is made. In order to make sufficient analysis to examine the relationship thorough understanding of each aspect upon empirical literature has been conducted.

Leadership and planning, corporate culture, reward and recognition, training and development, motivation and benefit are considered to be the main principles of employee satisfaction. In order to examine the relationship quantitatively three hypotheses have been developed. The analytical procedure included series of statistical analyses.

Although descriptive statistics and percentage analysis are some common statistical analysis but these analyses provided valuable insight on each factors considered. Most of the surveyed employees showed positive attitude towards their employer. However, one-way ANOVA analysis for income and education has also shown significant difference between the means of each variable.

Regression analysis proved significantly positive relationship between employee satisfaction, customer satisfaction, and service quality. This study was also relevant to some empirical studies. The relationship between corporate culture, reward and recognition, and service quality did not exhibit a significant relationship which contradicts with some empirical studies.

Considering the findings of this study it has been recommended that companies should develop internal metrics to understand employee satisfaction and review periodically. The aim of this study is to investigate the relationship between employee satisfaction and service profit chain of Vodafone Group UK.

Dissertation Objectives

• To examine the relationship between employee satisfaction and service quality of Vodafone
• To determine the relationship between service quality and customer satisfaction of Vodafone
• To analyze the effect of employee satisfaction on customer satisfaction of Vodafone
• To recommend Vodafone for required changes and how to implement proposed changes

• 16,000 words – 60 pages in length
• Excellent use of literature
• Excellent analysis of subject area
• Well written throughout
• Includes questionnaire
• Ideal for MBA students

1- Introduction
Foreword
Background of Vodafone Group UK
Rationale of the Study
What is the Issue?
Why is this an Issue?
Why is this a Current Issue?
Research Rationale
Aim, Objectives, and Research Questions
Conclusion

2 – Literature Review and Conceptual Framework
The Elements of Employee Satisfaction
Leadership – Management Attitude / Response
Work Environment
Employee Training Programs
Employee Satisfaction and Recognition
Organizational Culture
Employee Benefits
Employee Motivation
The Employee – Customer Relationship
Employee Satisfaction and Service Quality
Service Quality and Customer Satisfaction
Employee Satisfaction and Customer Satisfaction
Conceptual Framework

3 – Research Design & Methodology
Research Philosophy
Positivism and Interpretivism
Research Approach
Research Design
Research Strategy
Selection of Case
Type of Investigation
Data Collection Method
Research Method
Sampling Information
Research Instrument
Data Collection and Analysis Tools
Methods of Data Analysis
Ethical Considerations
Validity and Reliability
Limitations of the Research

4 – Results and Analysis
Internal Consistency Analysis
Descriptive Statistics Analysis
Percentage Analysis
Pearson Correlation Analysis
ANOVA Analysis
One way ANOVA (Income)
One way ANOVA (Education)
Regression Analysis
H1: Employee Satisfaction has a Positive Influence on Service Quality
H2: Service Quality has a Positive Influence on Customer Satisfaction
H3: Employee Satisfaction has a Positive Influence on Customer Satisfaction
Discussion on Findings

5 – Conclusion and Recommendations
Conclusion
Recommendations

Reference

Appendix
Questionnaire