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HELLO! 

HELLO! . Intro, Hypothesis – Lek Framework, Methodology – Julio Data Analysis – Ico Conclusion, Recommendation – Claire Please E-MAIL me the revisions you wish to make in the slides assigned to you  Also, please take note of the red text .

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HELLO! 

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  1. HELLO!  • Intro, Hypothesis – Lek • Framework, Methodology – Julio • Data Analysis – Ico • Conclusion, Recommendation – Claire Please E-MAIL me the revisions you wish to make in the slides assigned to you  Also, please take note of the red text 

  2. Relationship Between Employee Satisfaction and Customer Satisfaction in Salons Located in Metro Manila

  3. Introduction • Introduction • Customer satisfaction is influenced by: • well-planned technology implementation • improved customer-facing business processes • (mention other factors included in the paper) • Employee satisfaction determines customer satisfaction (studies have shown… refer to the last 2 sentences of first paragraph under intro) • Contradicting studies (refer to second paragraph of intro)

  4. Introduction • Rationale and Significance of the study • Defining level of satisfaction (actually define what level of satisfaction is) • Studying the relationship between employee satisfaction and customer satisfaction in a Filipino setting (explain that there hasn’t been any study on es-cs in the Philippines) • Why Salons? • Study is beneficial to current and future business owners/entrepreneurs

  5. Introduction • Problem Statement • The study seeks to determine the relationship between customer satisfaction and employee satisfaction; whether it is direct or inverse or if there is no relationship; and to quantify which employee satisfaction indicators affect customer satisfaction.

  6. Introduction • Research Objectives • To determine if there is a relationship between employee satisfaction and customer satisfaction in salons located in Metro Manila. • To determine if employee satisfaction is a significant predictor of customer satisfaction.

  7. Introduction • Scope and Limitations • David’s Salon • Top 10 branches based on sales • Metro Manila

  8. HypothesesandFramework • Correlation Hypothesis • Ho: All employee satisfaction indicators have no effect on customer satisfaction in salons located in Metro Manila. • Ha: At least one employee satisfaction indicator has an effect on customer satisfaction in salons located in Metro Manila.

  9. Hypotheses and Framework • Significance Hypothesis • Ho: All employee satisfaction indicators are not significant predictors of customer satisfaction • Ha: At least one employee satisfaction indicator is a significant predictor of customer satisfaction

  10. Hypotheses and Framework • Assumptions • There can only be a positive, negative, or null relationship between employee satisfaction and customer satisfaction. • Service oriented establishments are most appropriate for determining the relationship between employee satisfaction and customer satisfaction.

  11. Hypotheses and Framework • Operational Framework (explain each indicator)

  12. Methodology • Research Design (refer to the paragraphs in the paper) • Correlation research design • Single-case study design • Sampling Plan • Top 10 branches based on sales • Stratified random sampling (explain the formula briefly, ratio etc.)

  13. Methodology • Data Collection • Adoption of employee survey questionnaires • Construction of customer survey questionnaires • Distribution of survey questionnaires • Data Analysis • Multiple Linear Regression

  14. Data Analysis (mention the scales and ratings) • Employee Satisfaction Results • General Satisfaction: 3.95 • Communication: 3.81 • Organizational Leadership: 3.89 • Corporate Culture: 3.77 • Compensation and Benefits: 3.57

  15. Data Analysis • Customer Satisfaction • Service Delivery Quality: 4.23 • Service Representative Demeanor: 4.35 • Service Features and Benefits: 4.28

  16. Data Analysis • Employee Satisfaction vis-à-vis Customer Satisfaction • Employee satisfaction (x): 3.82 • Customer satisfaction (y): 4.22

  17. Data Analysis • Determining the significant indicator (p-value) • At a 95% confidence interval with a significance level of 0.05, the indicators of employee satisfaction yielded different p-values.

  18. Data Analysis • Strength of the relationship Moderately weak relationship (Layman’s term for this)

  19. Conclusion (shorten it, keywords or phrases) • Only general satisfaction has a significant effect on customer satisfaction • Regression analysis shows that communication, organizationleadership, corporateculture, and compensation and benefits are not predictors of customer satisfaction • The relationship between employee satisfaction and customer satisfaction is moderately weak with a 25.65% r2

  20. Recommendation • Focus on improvement of general satisfaction of employees (cite the measures under gen sat, give specific examples) • Verbally motivate employees • Establish close employer-employee relationships • Provide employees with necessary resources for effective job delivery • Improve physical working conditions (ventilation, space, etc.)

  21. Recommendation • Examine and modify communication, organizational leadership, compensation and benefits, and corporate culture to be able to manipulate them into being predictors of customer satisfaction (why do we need to focus on the remaining 4 indicators)

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