Impact of employee's Satisfaction on McDonald's Performance in India

By

Table of Contents

CHAPTER ONE: INTRODUCTION4

1.1 Introduction4

1.2 Background of the Study4

1.3 Problem Statement6

1.4 Aims and Objectives of the Study6

1.5 Research Questions and Research Objectives7

1.6 Significance of the Study7

1.7 Dissertation Outline8

Chapter 2: LITERATURE REVIEW9

2.1 Introduction9

2.2 Employee Satisfaction9

2.3 Employee Satisfaction in the Service Sector11

2.4 Motivating and De-motivating Factors Affecting Employee's Performance12

2.4.1 Money as Motivating Factor or De-motivating Factor13

2.5 Employee Satisfaction and Organizational Performance14

2.5.1 Employee Satisfaction and Customer Satisfaction15

2.5.2 Customer Satisfaction and Profitability of Firm16

2.6 Conclusion16

CHAPTER 3: RESEARCH METHODOLOGY18

3.1 Introduction18

3.2 Research Process18

3.3 Research Philosophy19

3.4 Research Approach21

3.5 Research Design21

3.6 Data Collection Methods22

3.6.1 Semi-structured interviews22

3.6.2 Focus Group23

3.7 Conclusion24

CHAPTER ONE: INTRODUCTION

1.1 Introduction

Many firms stress the importance of human resources for their success, but very few seem to be successful at developing the potential of their work-force and using human assets as part of their strategy. One of the main ambitions of operating a business is to earn profit and for that the most crucial factor is of performance of employees. In order to conduct the business successfully it is imperative that all the employees of the organization perform at their best. There are certain factors that can escalate performance of employees. One of these factors is satisfaction level of employees. The core purpose of this research is to explore impact of satisfaction level of employees on the performance. For the purpose of this research a specific organization is selected. The organization that is selected is McDonald.

1.2 Background of the Study

With the advent of globalization it is observed that there is rapid development and expansion in the fast food industry. Many fast food organizations are crossing the national border and establishing their business worldwide. Amongst other industries, fast food industry is one of the major industries in which the role of employees is of utmost importance in everyday operation of the business. In service industry, employees are directly linked with the customers. To keep the customers happy and satisfied it is imperative that an organization first satisfy its employees. According to the famous management and marketing guru Tom Peters: “If you want to WOW your customers, then you should WOW your employees” (Peters, 1994, 14). This clearly indicates the importance of employee's satisfaction in the field of services and in the field where employees directly coordinate and remain in touch with the customers. This implies that to keep the business running an organization needs to satisfy its employees. Business tycoons and managers have realised the importance of employee's satisfaction in order to achieve greater organizational performance. According to Cole and Cole (2005), an organisation can achieve best productivity and efficiency when their employees are satisfied and when attention is paid to their physical and socio-emotional needs. The researchers further add that the fact that employee's satisfaction is being argued by the human relation researcher that employee's satisfaction in terms of their sentiments can be best achieved by providing positive social environment, such as autonomy, participation and mutual trust.

Employees are considered as lifeblood of an organization and they are the ones who ...