The rationale for this study is to show that in order for an organization to prosper and grow its customer base and hence its overall business, it is imperative that Employee Satisfaction is taken into consideration and all possible measures are in place to increase employee satisfaction before considering any strategic plans to enhance customer satisfaction. The research will attempt to show that in a service oriented organization particularly, employee satisfaction or dissatisfaction has a direct impact on the financials of a business.
There is a great deal of literature available on the subject of Customer Satisfaction and references can be obtained to several previous researches on similar subject. However, this research will be conducted in a Telecommunication company that operates in a conservative market, where employee satisfaction is not given the due importance. Therefore, the research will be conducted using the two common research methodologies i.e. Qualitative and Quantitative. With this approach it will be easier to support findings of one methodology with the other. Questionnaires will be used with predefined format using a larger pool of employees from the Call Center of a Telecommunication company. Then a randomly selected individuals will be interviewed to obtain the qualitative results of the survey.
This research will help the organization in understanding the importance of Employee Satisfaction and its direct impact on the financials of the business. It will also help the organization in bridging the gap between the employee at the customer touch point level and senior management who are usually unaware of the issues related to their employees. Recommendations can be made for tools such as “Balanced Scorecards” to be used by the organization in order to assess the problem and emphasize the importance of employee satisfaction, and take appropriate measures to increase it or at least manage it to the extent that it does not create negative impact on business.
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