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Intro, Hypothesis – Lek Framework, Methodology – Julio Data Analysis – Ico Conclusion, Recommendation – Claire

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

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)

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

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.

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.

Introduction

Scope and Limitations David’s Salon Top 10 branches based on sales Metro Manila

Hypotheses and Framework 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.

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

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.

Hypotheses and Framework Operational Framework (explain each indicator)

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.)

Methodology

Data Collection Adoption of employee survey questionnaires Construction of customer survey questionnaires Distribution of survey questionnaires

Data Analysis Multiple Linear Regression

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

Data Analysis

Customer Satisfaction Service Delivery Quality: 4.23 Service Representative Demeanor: 4.35 Service Features and Benefits: 4.28

Data Analysis

Employee Satisfaction vis-à-vis Customer Satisfaction Employee satisfaction (x): 3.82 Customer satisfaction (y): 4.22

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.

Data Analysis

Strength of the relationship

Moderately weak relationship

(Layman’s term for this)

Conclusion (shorten it, keywords or phrases) Only general satisfaction has a significant

effect on customer satisfaction Regression analysis shows that

communication, organization leadership, corporate culture, 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

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.)

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)

Recommendation