This research aims to study the organizational
behavior of the employees by using SERVQUAL and Kano
model. The usual application of SERVQUAL and Kano model
is to find out the needs of the customer but for this research, it
is used to find out the employees needs and feelings towards
the organizational. SERVQUAL used to do a gap analysis of
an organization's service quality performance against the
service quality needs of its customers. The Kano Model
classifies product attributes based on how they are perceived
by customers and their effect on customer satisfaction. The
Kano model defines various product attributes that are
considered important to customers and as a decision maker.
As result, the attributes that has the biggest factor in the
behaviour of the employees are Managers being in the office to
guide the employees, Managers helping the employees with the
job, All employees able to finish the job on time and
Employees respond towards a strict manager. These factors
will have a big impact towards the CRM.
Leadershi style, job satisfaction and employee performance publishViraj Goonawardhane
Final Viva presentation of the MBA Research thesis of Rajarata University of Sri Lanka. You may use this as a sample guide remember only around 15 mins given to present your 1 year research :-) Remember the the members of the panel knows the subject, therefore normally no need of explaining theory. Therefore highlight only key areas such as What is the industry, why you selected the topic, research obj, Questions, Hypotheses, model, findings, conclusions and recommendations. Other slides are just in case they ask a question.
The impact of corporate social responsibility on employee motivationRajkumar Adhikari
The document examines the relationship between corporate social responsibility (CSR) and employee motivation. It defines CSR as a company's commitment to behave ethically and improve quality of life for employees, local communities, and society. The study aims to analyze how intrinsic rewards, extrinsic rewards, internal CSR programs, and external CSR efforts correlate with organizational commitment and motivation. The conclusion is that motivating employees through CSR initiatives can help organizations acquire and retain top talent in today's competitive business environment.
Sample Report on Organizational behavior by Expert Writers of Instant Essay ...Instant Essay Writing
Organizational behavior plays an important role in which individuals and groups can interact within entity. This behavior creates a healthy working environment in company that can be positive or negative. An important goal of organizational behavior is to improve the effectiveness of company and the extent to which it is productive and satisfies the demand of its customers. For More Information, read our complete sample written by expert writers of instant essay writing.
Employee engagement the key to organizationaliaemedu
This document summarizes an article from the International Journal of Management about employee engagement. The article discusses the evolution of employee engagement from earlier concepts like commitment and organizational citizenship behavior. It defines employee engagement as a positive attitude held by employees towards their organization where they are aware of business context and work to improve performance for the benefit of the organization. Engaged employees have a two-way relationship with their employer. The article also explores factors that influence engagement and the impact of engagement on organizational performance indicators like profitability and productivity.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This document summarizes a research study on the antecedents and consequences of job satisfaction and organizational commitment among internal auditors in the telecommunications industry in Indonesia. Specifically, it analyzes how the work environment influences job satisfaction and organizational commitment, and how job satisfaction and organizational commitment then impact organizational citizenship behavior. The study aims to answer four research questions regarding the relationships between these variables. It distributed 162 survey questionnaires to internal auditors and used path analysis to analyze the data. The results showed that a conducive work environment leads to greater job satisfaction and organizational commitment, which then encourage employees to exhibit organizational citizenship behavior to help achieve organizational goals.
Leadershi style, job satisfaction and employee performance publishViraj Goonawardhane
Final Viva presentation of the MBA Research thesis of Rajarata University of Sri Lanka. You may use this as a sample guide remember only around 15 mins given to present your 1 year research :-) Remember the the members of the panel knows the subject, therefore normally no need of explaining theory. Therefore highlight only key areas such as What is the industry, why you selected the topic, research obj, Questions, Hypotheses, model, findings, conclusions and recommendations. Other slides are just in case they ask a question.
The impact of corporate social responsibility on employee motivationRajkumar Adhikari
The document examines the relationship between corporate social responsibility (CSR) and employee motivation. It defines CSR as a company's commitment to behave ethically and improve quality of life for employees, local communities, and society. The study aims to analyze how intrinsic rewards, extrinsic rewards, internal CSR programs, and external CSR efforts correlate with organizational commitment and motivation. The conclusion is that motivating employees through CSR initiatives can help organizations acquire and retain top talent in today's competitive business environment.
Sample Report on Organizational behavior by Expert Writers of Instant Essay ...Instant Essay Writing
Organizational behavior plays an important role in which individuals and groups can interact within entity. This behavior creates a healthy working environment in company that can be positive or negative. An important goal of organizational behavior is to improve the effectiveness of company and the extent to which it is productive and satisfies the demand of its customers. For More Information, read our complete sample written by expert writers of instant essay writing.
Employee engagement the key to organizationaliaemedu
This document summarizes an article from the International Journal of Management about employee engagement. The article discusses the evolution of employee engagement from earlier concepts like commitment and organizational citizenship behavior. It defines employee engagement as a positive attitude held by employees towards their organization where they are aware of business context and work to improve performance for the benefit of the organization. Engaged employees have a two-way relationship with their employer. The article also explores factors that influence engagement and the impact of engagement on organizational performance indicators like profitability and productivity.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This document summarizes a research study on the antecedents and consequences of job satisfaction and organizational commitment among internal auditors in the telecommunications industry in Indonesia. Specifically, it analyzes how the work environment influences job satisfaction and organizational commitment, and how job satisfaction and organizational commitment then impact organizational citizenship behavior. The study aims to answer four research questions regarding the relationships between these variables. It distributed 162 survey questionnaires to internal auditors and used path analysis to analyze the data. The results showed that a conducive work environment leads to greater job satisfaction and organizational commitment, which then encourage employees to exhibit organizational citizenship behavior to help achieve organizational goals.
This document is a student's independent research paper on the influence of corporate social responsibility (CSR) on employee engagement. It begins with an abstract that summarizes the paper's objectives to discuss how CSR impacts employee engagement and organizational citizenship behavior, and how organizations can engage less engaged employees through CSR. The literature review then defines employee engagement and its components, examines theories on how CSR influences perceptions and engagement, and explores the relationship between CSR and engagement. The methodology outlines the research questions and qualitative approach using secondary data. Key findings are that CSR affects engagement through trust and identity, but some employees may differ in CSR perceptions; increasing CSR awareness and involvement can boost engagement.
An Empirical Study of Employees’ Motivation and its Influence Job SatisfactionAI Publications
Human Resource Management is getting more important in the business nowadays, because people and their knowledge are the most important aspects affecting the productivity of the company. One of the main aspects of Human Resource Management is the measurement of employee satisfaction. Companies have to make sure that employee satisfaction is high among the workers, which is a precondition for increasing productivity, responsiveness, quality, and recognitionservice. The aim of this thesis is to analyze the level of employee satisfaction and work motivation. It also deals with the effect the culture has on employee satisfaction. The theoretical framework of this thesis includes such concepts as, job satisfaction, motivation, and rewards differences. One of the biggest strength of the organization is the relationship and communication between the employees and the managers.
EMPLOYEE ENGAGEMENT & RETENTION: A REVIEW OF LITERATUREIJBBR
The other objective is to analyze the critical factor which can affect the level of retention & engagement of
employees with the help of literature review. For the current article the researchers reviewed 30 relevant
research papers/ literature comprising employee retention& engagement concepts and practices amply.
The findings of the study like good training & development, compensation structures, autonomy, quality of
work life, work polices and arrangements will lead the managers and management to a new dimension with
holistic approach in the field of employee retention & engagement.
How to implementation of organizational citizensgip behaviourSellyRamadhannia
This document discusses a study that examined the effects of training standards, organizational citizenship behavior (OCB), and employee engagement on employee performance at an insurance company in Indonesia. A survey was administered to 70 employees. The results of a multiple linear regression analysis found that training standards and employee engagement had a positive and significant impact on employee performance, while OCB had a positive but not significant effect. The study concluded that training standards, OCB, and employee engagement all influence employee performance.
This document summarizes a study on employee morale at Sify Technologies Limited in Chennai. The objectives of the study were to understand the factors influencing employee morale and satisfaction levels. A questionnaire was administered to 100 employees out of a sample of 250 due to time constraints. The findings showed high levels of satisfaction with the work environment, hours, supervisor support and health benefits. Suggestions to improve morale included reducing workload, introducing an incentive program and recognition of employee talents and efforts. The conclusion is that good employee morale is important for organizational success.
Hi Friends
This is supa bouy
I am a mentor, Friend for all Management Aspirants, Any query related to anything in Management, Do write me @ supabuoy@gmail.com.
I will try to assist the best way I can.
Cheers to lyf…!!!
Supa Bouy
This document is a project submitted for a Master's degree in Business Administration. It examines employee engagement at SRF Limited in Chennai, India. The project includes an introduction outlining the research objectives and methodology. It provides background information on SRF Limited, describing its operations, global presence, research and development facilities, and history. The project also includes chapters on the literature review, findings from employee and HR manager surveys and analysis, conclusions, and suggestions.
Employee Motivation 'Bangladesh institute of management (BIM)"Mahamudul Alam
This document is a term paper submitted by Md. Mahamudul Alam to his director at the Bangladesh Institute of Management regarding employee motivation at Parkscene Bangladesh Ltd. It includes an introduction providing background on the study, objectives, scope and limitations. It also includes sections on the methodology used for data collection, organizational information on Parkscene Bangladesh Ltd., a literature review on understanding motivation, and a questionnaire survey report. The term paper assesses the satisfaction level of Parkscene employees and identifies factors that influence job satisfaction.
Impact of corporate social responsibility on employees' motivation of siddhar...Rajkumar Adhikari
Due to the recent unethical scandals caused by the world’s leading companies, there are now growing attentions to Corporate Social Responsibility (CSR) issues. CSR and its motivations have been investigated both academically and practically for a long time, however it seems these studies are not sufficient for consistent and convincing results. Also little is known about Scandinavian based companies. In order to fill in the gap and make an academic contribution to this field of study, which aims to investigate impact of CSR on employees’ motivation, through a case study of Siddhartha Group, which is a Nepali business organization and one of the Nepal major players in the manufacturing industry. The authors chose the company in consideration of their high commitment in CSR activities and access to firsthand data. Also, this study delimited its research area for deep understandings, and conducted from the company perspective. Today each and every organization of the worlds wants to be market competitive, successful and wish to get regular progress. The present era is totally aggressive and organizations despite of size, technology and market focus are facing employee maintenance challenges. To overcome these fetters a strong and positive relationship and bonding should be created and maintained between employees and their organizations. Human resource or employees of any organization are the most vital part so they need to be inclined and influenced towards tasks fulfillment. Organizations must plan different strategies to compete with the competitors and for increasing the performance of the organizations in order to achieve success.
A STUDY ON ORGANIZATION COMMITMENT AND JOB SATISFACTION IN SELECTED BUSINESS ...IAEME Publication
The purpose of this study is to analyze the relationship between job satisfaction and organizational commitment. Employees’ productivity is largely related to their level of job satisfaction and in fact, the turnover rate can be reduced with a higher level of organizational commitment. Therefore, it is important for an organization to study the relationships between these two variables. The database was collected from the organization through a well-structured questionnaire. The questionnaire consists of personal data, Questions related to the dimension organization commitment and job satisfaction in Selected BPOs in Tiruchirappalli. Hence the sample size for the study is 110 respondents by adopting Purposive sampling technique.
The Effect of Reward System, Job Motivation, and Job Satisfaction on Employee...AJHSSR Journal
ABSTRACT : This study aims to determine the effect of the reward system, work motivation and job
satisfaction on employee retention at Omsa Medic Jimbaran. The location of this research is Omsa Medic
Jimbaran. The population uses Omsa Medic Jimbaran employees and the sample used is 87 respondents. The
data collection method used a questionnaire. The data analysis technique used is the validity test, reliability,
classical assumptions, multiple linear regression, F test and t test and the coefficient of determination. Based on
the research results, it can be seen that the reward system has a significant positive effect on employee retention,
work motivation has a significant positive effect on employee retention, job satisfaction has a significant
positive effect on employee retention. The suggestion in this study is that Omsa Medic Jimbaran is expected to
provide appropriate rewards for improving employee performance, providing motivation to employees,
providing fostering good relations between employees and always being fair to all employees or not
discriminating.
KEYWORDS: reward system, job motivation, job satisfaction, employee retention
The Role Of Supervisor Support In Moderating The Effect Of Person-Organizatio...AJHSSR Journal
This study examined the effect of person-organization fit on employee job satisfaction at a travel agency in Bali, Indonesia. The study also analyzed the effect of supervisor support on job satisfaction and the moderating role of supervisor support on the relationship between person-organization fit and job satisfaction. Survey data from 55 employees was collected and analyzed using moderated regression analysis. The results showed that person-organization fit has a significant positive effect on job satisfaction. Supervisor support was also found to have a significant positive effect on job satisfaction. Additionally, supervisor support strengthened the effect of person-organization fit on job satisfaction. The findings provide evidence that supervisor support plays an important role in strengthening the influence of person-organization fit on increasing employee job satisfaction.
The document summarizes a final project report on human resource management at Akhuwat, a nonprofit organization providing interest-free microfinancing in Pakistan. It includes an acknowledgement, dedication, executive summary describing Akhuwat's HR system, details on the organization such as funding, history, and HR processes for planning, recruitment, selection, and more. The document examines how Akhuwat implements important HR functions according to its mission and culture.
This document is a project report on employee engagement at HDFC Bank in Lucknow, India. It was submitted by Sahar Shafi to fulfill the requirements for an MBA degree. The report includes an introduction on the importance of employee engagement and definitions. It also discusses the need for employee engagement and how to make employees engaged, such as through growth opportunities, support and recognition, and participation in decision making. The report contains typical sections like objectives, methodology, findings, recommendations, and conclusions.
Justification of the study
This study examined the concept of employee motivation as a mean for delivering superior service quality in the hospitality industry as well as other similar industries. This paper provides a framework for managers to use to enhance their understanding of employee motivation and its sources. A successful quest for service quality can be the difference between success and failure for many service organizations. In today’s competitive environment, customers are always looking for better service, more knowledgeable support, faster response time, and lower prices. Service organization that allow their employee productivity standards to deteriorate by not encouraging improvement in the volume and quality of output, will see their customer base dissolve.
Impact of leadership on the performance of the employees : a case study of KF...WritingHubUK
The document discusses the impact of leadership on employee performance at KFC UK. It finds that while KFC provides leadership programs to improve skills of top employees, long working hours and rude attitudes of senior staff create dissatisfaction and negatively impact performance. The researcher used interviews and surveys to collect primary data from KFC managers and employees to evaluate the effect of leadership strategies on performance. The findings showed that leadership programs increased support and guidance, but working conditions need to be improved through reducing hours and improving management attitudes to further enhance employee performance.
HR Research paper Employee Morale finalGwen Knight
Close relationships between supervisors and employees have the greatest impact on improving employee morale. Developing these relationships requires supervisors to frequently interact with employees face-to-face, remove barriers between management and workers, share strategies and plans, and be trained in building human relationships. While incentives are sometimes used to boost morale, research finds they do not create lasting commitment and can damage workplace relationships. Instead, supervisors building strong relationships through open communication and respect has been shown to most effectively increase employee engagement and morale.
Mahindra & Mahindra - Proficiencies & Ethics in HRMKaran Bhagatwala
The document provides an overview of a presentation on human resource management. It discusses two modules: [1] the proficiencies required of an HR manager, including communication skills, analytical skills, and integrity; and [2] ethics in HRM, covering areas like compensation, performance reviews, diversity, and privacy issues. The presentation was given by 6 individuals from a multinational automotive and engineering company founded in 1945 with over $14 billion in revenue and 144,000+ employees worldwide.
The document analyzes employee motivation at Faysal Bank in Karachi, Pakistan. It examines factors influencing employee satisfaction and dissatisfaction. A study found that while employees were satisfied with benefits like vacation time, they were dissatisfied with leadership. Poor communication between managers and employees negatively impacted motivation. Recommendations included improving communication, giving employees more input in decisions, and ensuring employees are properly suited for their roles.
Employee relations involves protecting employee rights, handling grievances, and encouraging open communication between employees and management. It has five key aspects: employee involvement, communication, rights, discipline, and counseling. Counseling provides advice, reassurance, releases tension, clarifies thinking, and helps with reorientation. Discipline aims to encourage compliance and can be preventative or corrective. Positive discipline focuses on problems, gets agreement, and ensures commitments are met to reduce severe actions. Dismissing employees requires objective standards be communicated, performance issues documented, training provided, and time to improve given.
This document provides an overview of organizational behavior. It defines organizational behavior as the study of human behavior in organizational settings and the interface between human behavior and the organization itself. It outlines several key topics in organizational behavior including importance, factors affecting behavior, objectives, levels of analysis, models of organizational behavior, challenges and opportunities, and limitations. The document discusses how organizational behavior can help understand and motivate employees, improve relations, predict and control human behavior, and utilize human resources effectively. It also examines factors like people, structure, technology, and environment that influence organizational behavior.
Running head CLIENT PROBLEM 1CLIENT PROBLEM.docxsusanschei
This document discusses human resource challenges at MTS Systems Corporation. It identifies retention of skilled workers as a major challenge, as employees seek promotion and to meet changing expectations and motivations. Younger generations are less loyal and more driven by recognition, while older generations value financial rewards more. The company must evaluate workplace needs and focus on career growth, creativity, collaboration, and mission to engage employees. Effective communication between generations and a culture of respect are also important to address human resource issues and improve performance at MTS Systems Corporation.
This document is a student's independent research paper on the influence of corporate social responsibility (CSR) on employee engagement. It begins with an abstract that summarizes the paper's objectives to discuss how CSR impacts employee engagement and organizational citizenship behavior, and how organizations can engage less engaged employees through CSR. The literature review then defines employee engagement and its components, examines theories on how CSR influences perceptions and engagement, and explores the relationship between CSR and engagement. The methodology outlines the research questions and qualitative approach using secondary data. Key findings are that CSR affects engagement through trust and identity, but some employees may differ in CSR perceptions; increasing CSR awareness and involvement can boost engagement.
An Empirical Study of Employees’ Motivation and its Influence Job SatisfactionAI Publications
Human Resource Management is getting more important in the business nowadays, because people and their knowledge are the most important aspects affecting the productivity of the company. One of the main aspects of Human Resource Management is the measurement of employee satisfaction. Companies have to make sure that employee satisfaction is high among the workers, which is a precondition for increasing productivity, responsiveness, quality, and recognitionservice. The aim of this thesis is to analyze the level of employee satisfaction and work motivation. It also deals with the effect the culture has on employee satisfaction. The theoretical framework of this thesis includes such concepts as, job satisfaction, motivation, and rewards differences. One of the biggest strength of the organization is the relationship and communication between the employees and the managers.
EMPLOYEE ENGAGEMENT & RETENTION: A REVIEW OF LITERATUREIJBBR
The other objective is to analyze the critical factor which can affect the level of retention & engagement of
employees with the help of literature review. For the current article the researchers reviewed 30 relevant
research papers/ literature comprising employee retention& engagement concepts and practices amply.
The findings of the study like good training & development, compensation structures, autonomy, quality of
work life, work polices and arrangements will lead the managers and management to a new dimension with
holistic approach in the field of employee retention & engagement.
How to implementation of organizational citizensgip behaviourSellyRamadhannia
This document discusses a study that examined the effects of training standards, organizational citizenship behavior (OCB), and employee engagement on employee performance at an insurance company in Indonesia. A survey was administered to 70 employees. The results of a multiple linear regression analysis found that training standards and employee engagement had a positive and significant impact on employee performance, while OCB had a positive but not significant effect. The study concluded that training standards, OCB, and employee engagement all influence employee performance.
This document summarizes a study on employee morale at Sify Technologies Limited in Chennai. The objectives of the study were to understand the factors influencing employee morale and satisfaction levels. A questionnaire was administered to 100 employees out of a sample of 250 due to time constraints. The findings showed high levels of satisfaction with the work environment, hours, supervisor support and health benefits. Suggestions to improve morale included reducing workload, introducing an incentive program and recognition of employee talents and efforts. The conclusion is that good employee morale is important for organizational success.
Hi Friends
This is supa bouy
I am a mentor, Friend for all Management Aspirants, Any query related to anything in Management, Do write me @ supabuoy@gmail.com.
I will try to assist the best way I can.
Cheers to lyf…!!!
Supa Bouy
This document is a project submitted for a Master's degree in Business Administration. It examines employee engagement at SRF Limited in Chennai, India. The project includes an introduction outlining the research objectives and methodology. It provides background information on SRF Limited, describing its operations, global presence, research and development facilities, and history. The project also includes chapters on the literature review, findings from employee and HR manager surveys and analysis, conclusions, and suggestions.
Employee Motivation 'Bangladesh institute of management (BIM)"Mahamudul Alam
This document is a term paper submitted by Md. Mahamudul Alam to his director at the Bangladesh Institute of Management regarding employee motivation at Parkscene Bangladesh Ltd. It includes an introduction providing background on the study, objectives, scope and limitations. It also includes sections on the methodology used for data collection, organizational information on Parkscene Bangladesh Ltd., a literature review on understanding motivation, and a questionnaire survey report. The term paper assesses the satisfaction level of Parkscene employees and identifies factors that influence job satisfaction.
Impact of corporate social responsibility on employees' motivation of siddhar...Rajkumar Adhikari
Due to the recent unethical scandals caused by the world’s leading companies, there are now growing attentions to Corporate Social Responsibility (CSR) issues. CSR and its motivations have been investigated both academically and practically for a long time, however it seems these studies are not sufficient for consistent and convincing results. Also little is known about Scandinavian based companies. In order to fill in the gap and make an academic contribution to this field of study, which aims to investigate impact of CSR on employees’ motivation, through a case study of Siddhartha Group, which is a Nepali business organization and one of the Nepal major players in the manufacturing industry. The authors chose the company in consideration of their high commitment in CSR activities and access to firsthand data. Also, this study delimited its research area for deep understandings, and conducted from the company perspective. Today each and every organization of the worlds wants to be market competitive, successful and wish to get regular progress. The present era is totally aggressive and organizations despite of size, technology and market focus are facing employee maintenance challenges. To overcome these fetters a strong and positive relationship and bonding should be created and maintained between employees and their organizations. Human resource or employees of any organization are the most vital part so they need to be inclined and influenced towards tasks fulfillment. Organizations must plan different strategies to compete with the competitors and for increasing the performance of the organizations in order to achieve success.
A STUDY ON ORGANIZATION COMMITMENT AND JOB SATISFACTION IN SELECTED BUSINESS ...IAEME Publication
The purpose of this study is to analyze the relationship between job satisfaction and organizational commitment. Employees’ productivity is largely related to their level of job satisfaction and in fact, the turnover rate can be reduced with a higher level of organizational commitment. Therefore, it is important for an organization to study the relationships between these two variables. The database was collected from the organization through a well-structured questionnaire. The questionnaire consists of personal data, Questions related to the dimension organization commitment and job satisfaction in Selected BPOs in Tiruchirappalli. Hence the sample size for the study is 110 respondents by adopting Purposive sampling technique.
The Effect of Reward System, Job Motivation, and Job Satisfaction on Employee...AJHSSR Journal
ABSTRACT : This study aims to determine the effect of the reward system, work motivation and job
satisfaction on employee retention at Omsa Medic Jimbaran. The location of this research is Omsa Medic
Jimbaran. The population uses Omsa Medic Jimbaran employees and the sample used is 87 respondents. The
data collection method used a questionnaire. The data analysis technique used is the validity test, reliability,
classical assumptions, multiple linear regression, F test and t test and the coefficient of determination. Based on
the research results, it can be seen that the reward system has a significant positive effect on employee retention,
work motivation has a significant positive effect on employee retention, job satisfaction has a significant
positive effect on employee retention. The suggestion in this study is that Omsa Medic Jimbaran is expected to
provide appropriate rewards for improving employee performance, providing motivation to employees,
providing fostering good relations between employees and always being fair to all employees or not
discriminating.
KEYWORDS: reward system, job motivation, job satisfaction, employee retention
The Role Of Supervisor Support In Moderating The Effect Of Person-Organizatio...AJHSSR Journal
This study examined the effect of person-organization fit on employee job satisfaction at a travel agency in Bali, Indonesia. The study also analyzed the effect of supervisor support on job satisfaction and the moderating role of supervisor support on the relationship between person-organization fit and job satisfaction. Survey data from 55 employees was collected and analyzed using moderated regression analysis. The results showed that person-organization fit has a significant positive effect on job satisfaction. Supervisor support was also found to have a significant positive effect on job satisfaction. Additionally, supervisor support strengthened the effect of person-organization fit on job satisfaction. The findings provide evidence that supervisor support plays an important role in strengthening the influence of person-organization fit on increasing employee job satisfaction.
The document summarizes a final project report on human resource management at Akhuwat, a nonprofit organization providing interest-free microfinancing in Pakistan. It includes an acknowledgement, dedication, executive summary describing Akhuwat's HR system, details on the organization such as funding, history, and HR processes for planning, recruitment, selection, and more. The document examines how Akhuwat implements important HR functions according to its mission and culture.
This document is a project report on employee engagement at HDFC Bank in Lucknow, India. It was submitted by Sahar Shafi to fulfill the requirements for an MBA degree. The report includes an introduction on the importance of employee engagement and definitions. It also discusses the need for employee engagement and how to make employees engaged, such as through growth opportunities, support and recognition, and participation in decision making. The report contains typical sections like objectives, methodology, findings, recommendations, and conclusions.
Justification of the study
This study examined the concept of employee motivation as a mean for delivering superior service quality in the hospitality industry as well as other similar industries. This paper provides a framework for managers to use to enhance their understanding of employee motivation and its sources. A successful quest for service quality can be the difference between success and failure for many service organizations. In today’s competitive environment, customers are always looking for better service, more knowledgeable support, faster response time, and lower prices. Service organization that allow their employee productivity standards to deteriorate by not encouraging improvement in the volume and quality of output, will see their customer base dissolve.
Impact of leadership on the performance of the employees : a case study of KF...WritingHubUK
The document discusses the impact of leadership on employee performance at KFC UK. It finds that while KFC provides leadership programs to improve skills of top employees, long working hours and rude attitudes of senior staff create dissatisfaction and negatively impact performance. The researcher used interviews and surveys to collect primary data from KFC managers and employees to evaluate the effect of leadership strategies on performance. The findings showed that leadership programs increased support and guidance, but working conditions need to be improved through reducing hours and improving management attitudes to further enhance employee performance.
HR Research paper Employee Morale finalGwen Knight
Close relationships between supervisors and employees have the greatest impact on improving employee morale. Developing these relationships requires supervisors to frequently interact with employees face-to-face, remove barriers between management and workers, share strategies and plans, and be trained in building human relationships. While incentives are sometimes used to boost morale, research finds they do not create lasting commitment and can damage workplace relationships. Instead, supervisors building strong relationships through open communication and respect has been shown to most effectively increase employee engagement and morale.
Mahindra & Mahindra - Proficiencies & Ethics in HRMKaran Bhagatwala
The document provides an overview of a presentation on human resource management. It discusses two modules: [1] the proficiencies required of an HR manager, including communication skills, analytical skills, and integrity; and [2] ethics in HRM, covering areas like compensation, performance reviews, diversity, and privacy issues. The presentation was given by 6 individuals from a multinational automotive and engineering company founded in 1945 with over $14 billion in revenue and 144,000+ employees worldwide.
The document analyzes employee motivation at Faysal Bank in Karachi, Pakistan. It examines factors influencing employee satisfaction and dissatisfaction. A study found that while employees were satisfied with benefits like vacation time, they were dissatisfied with leadership. Poor communication between managers and employees negatively impacted motivation. Recommendations included improving communication, giving employees more input in decisions, and ensuring employees are properly suited for their roles.
Employee relations involves protecting employee rights, handling grievances, and encouraging open communication between employees and management. It has five key aspects: employee involvement, communication, rights, discipline, and counseling. Counseling provides advice, reassurance, releases tension, clarifies thinking, and helps with reorientation. Discipline aims to encourage compliance and can be preventative or corrective. Positive discipline focuses on problems, gets agreement, and ensures commitments are met to reduce severe actions. Dismissing employees requires objective standards be communicated, performance issues documented, training provided, and time to improve given.
This document provides an overview of organizational behavior. It defines organizational behavior as the study of human behavior in organizational settings and the interface between human behavior and the organization itself. It outlines several key topics in organizational behavior including importance, factors affecting behavior, objectives, levels of analysis, models of organizational behavior, challenges and opportunities, and limitations. The document discusses how organizational behavior can help understand and motivate employees, improve relations, predict and control human behavior, and utilize human resources effectively. It also examines factors like people, structure, technology, and environment that influence organizational behavior.
Running head CLIENT PROBLEM 1CLIENT PROBLEM.docxsusanschei
This document discusses human resource challenges at MTS Systems Corporation. It identifies retention of skilled workers as a major challenge, as employees seek promotion and to meet changing expectations and motivations. Younger generations are less loyal and more driven by recognition, while older generations value financial rewards more. The company must evaluate workplace needs and focus on career growth, creativity, collaboration, and mission to engage employees. Effective communication between generations and a culture of respect are also important to address human resource issues and improve performance at MTS Systems Corporation.
The document discusses corporate culture and its impact on organizational performance. It defines corporate culture as the amalgamation of values, vision, mission, and day-to-day communication and interactions that create the atmosphere for how people work. Research shows corporate culture is the most important factor for driving innovation. An effective culture stems from understanding individuals and leadership relating goals in a way employees can internalize. It also requires promoting diverse thinking and shared knowledge to create collaborative cohesion that propels culture positively. Maintaining culture requires reinforcement at all employee lifecycle stages from hiring to retention.
This document summarizes a research study on employee morale and job satisfaction among employees in heavy industries in Coimbatore, India. The study analyzes how various factors like leadership, work environment, compensation, and career growth opportunities impact employee morale. It reviews past literature on how both short-term and long-term rewards, expressions of gratitude, and incentive schemes can influence employee morale and behavior. Primary data was collected through questionnaires from industry employees and analyzed to understand key factors affecting morale. Suggestions were provided to improve low morale based on the research findings.
The document discusses five major models of organizational behavior - autocratic, custodial, supportive, collegial, and SOBC (stimulus-organism-behavior-consequence). Each model is based on different philosophical orientations and has implications for manager and employee behaviors and needs. Over time, models that better meet employee needs like supportive, collegial, and SOBC are expected to be used more as employee expectations rise. Managers also need flexibility and should evaluate which model best fits their current context.
In any organization if they want to get best production and retain their employees, they have to
provide best organization culture to their employees. That culture should be satisfied by the employees to retain
them. The purpose of the present study is to analyze the organization culture factors influencing the job
satisfaction.
The document summarizes innovative HR practices in software organizations and discusses HR challenges in the Indian software industry. It provides details on HR policies and practices of top software companies in India, including effective communication, developing an employee manual, and managing expectations. It also discusses the critical dimensions of best practices such as attracting, developing, engaging and transitioning talent. Finally, it notes the shortage of qualified software talent and arguments on both sides of whether there is truly a shortage.
Innovative hr practices in software organizationiaemedu
This document discusses innovative HR practices in software organizations. It covers several topics:
1) Critical dimensions of best practices such as attracting, developing, engaging, and managing employee transitions.
2) Specific HR practices of Infosys such as satellite centers and sabbaticals to improve work-life balance.
3) HR challenges in the Indian software industry such as managing aspirations, expectations, person-culture and person-job fit, and challenges related to company size and maturity.
4) HR policies of top software companies in India including effective communication, employee handbooks, and addressing harassment.
5) The nature of software talent and skills needed for software projects.
6) Evidence
The document discusses the importance of employee engagement for organizations and defines employee engagement as the level of commitment an employee feels toward their job, colleagues, and organization. It explains that engaged employees are motivated to contribute to the success of the organization. The document also highlights how conducting various fun activities can help keep employees engaged within their roles and with the organization beyond just their core job responsibilities.
This document is a project report submitted by Vibha Kattige to the University of Mumbai for their Masters of Management Studies degree. The report examines improving employee sense of belonging at Value Global IT Solutions in Chennai to reduce attrition. It includes an introduction, literature review on attrition and retention, profile of Value Global, research methodology, data analysis and findings. The findings provide suggestions to fulfill employee needs and aspirations, improve satisfaction, promote company brand image, make employees proud, and improve working conditions to increase retention.
Organisational behavior by savitha shetty governemnt college of nursing hassanSavitha Shetty
This document discusses organizational behaviour. It defines an organization as a group of people working interdependently toward a common purpose. Organizational behaviour is the study of how individuals and groups act within organizations. It aims to describe, understand, predict, and control human behavior in organizational settings. The document outlines several models of organizational behavior, including the autocratic, custodial, supportive, collegial, and system models. It describes the key features and assumptions of each model.
This document summarizes a research study that analyzed the impact of employee engagement factors on employee performance at an Indonesian palm oil research center (PPKS). The study found that leadership, achievement, and equity factors simultaneously and partially influenced employee performance, but camaraderie did not have a significant partial effect. The document provides background on PPKS and issues with employee performance. It reviews literature on employee engagement factors (leadership, achievement, camaraderie, equity) and performance. The study used a survey to collect data from 78 PPKS employees and analyzed it using multiple linear regression to test hypotheses about the influence of engagement factors on performance.
Organizations seek to maximize the productivity and profitability of their staff !
Individuals seek satisfaction from their work !
If both can be achieved concurrently , there is a true Win-Win !
The impact of an ‘engaged’ workforce over an ‘unengaged’ one is dramatic
This document discusses innovative human resource practices. It begins by defining innovation as introducing new methods, ideas, or products. It then discusses how HR innovation implements new ideas and technologies to meet evolving organizational needs. Some innovative HR practices discussed include developing mentorship programs to engage employees, conducting exit interviews and new hire surveys to improve processes, and using pulse and comprehensive surveys to gather employee feedback over time. The goal of these innovative practices is to hire and retain top talent, improve employee satisfaction and engagement, and help organizations be more successful.
This document discusses organizational behavior and defines it as the study of how individuals and groups act in organizations and how their behaviors affect organizational effectiveness. It provides definitions of organizational behavior from several experts and discusses the key elements (people, structure, technology, environment), scope (individuals, groups, the organization as a whole), and the role of organizational behavior in different contexts like manufacturing, education, insurance, and textiles. Specifically, it emphasizes that organizational behavior focuses on understanding and managing human behavior in organizations to improve performance.
This document discusses Edgar Schein's three levels of organizational culture (artifacts, values, assumed values), David Ulrich's four-role model for HR professionals (strategic partner, administrative expert, change agent, employee champion), and reasons for the dramatic shift in HR's emerging roles, including social media influence, personalization of employee benefits, feedback becoming more fluid, increased remote work, and the rise of HR analytics. Barriers to strategic HRM are also summarized, such as lack of growth strategy, high resistance to change, and interdepartmental conflicts.
This document discusses employee retention strategies through a case study of an Indian IT company. It explores the types of benefits, organizational strategies, and cultural factors that contribute to employee retention in the private sector. The key retention strategies identified include competitive pay and benefits, opportunities for career growth, training and development programs, a positive work environment, and ensuring job satisfaction. The case study analyzes factors affecting retention at Wipro like compensation, training, career growth opportunities, and work-life balance. It concludes that all the identified factors are important for retention but companies need individualized strategies based on employee needs like more emphasis on career growth for younger employees and continued skills training for mid-level staff.
The document discusses different models of organizational behavior including autocratic, custodial, supportive, collegial, and system models. It describes the key elements of each model including their basis, managerial orientation, employee orientation, needs met, and performance results. The autocratic model relies on power and leads to dependence on the boss. The custodial model focuses on economic resources and benefits to meet security needs. The supportive model uses leadership to help employees grow. The collegial model builds partnership and teamwork. The system model conveys employees are important to the whole system.
A STUDY ON EMPLOYEE RETENTION IN EDUCATION SECTOR IN INDIAIAEME Publication
The research project entitled ‘Employee retention’ is an attempt to understand the opinion and attitudes of the various categories of employees of the SriSairam Hr. Sec. School, Prof Dhanapalan College for Arts and Science, Sri Krishna Engineering College towards the employee retention in the institution. It is important to explore factors which contribute with the retention of employees in this period of employee shortages and increased service demands in the field of education sector. This inquiry however was delimited to one of the branches of a fast growing private college which offer health science programs wherein all the teaching personnel are the respondents.
This document discusses high performance work systems (HPWS) and their impact on employee satisfaction and organizational performance. It notes that HPWS aim to motivate employees through team building, good compensation and benefits. The implementation of HPWS can improve operational performance by increasing employee competency. It also positively impacts employee attitudes by enhancing job challenges, communication, trust, innovation and social cohesion within the workplace. Overall, the use of HPWS can transform organizational culture and human resource practices to boost employee satisfaction and company competitiveness.
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The Qualitative Measurement towards Organizational Behaviour by using Kano Method, CRM and ServQual
1. International Journal of Engineering and Management Research e-ISSN: 2250-0758 | p-ISSN: 2394-6962
Volume- 9, Issue- 6 (December 2019)
www.ijemr.net https://doi.org/10.31033/ijemr.9.6.16
91 This work is licensed under Creative Commons Attribution 4.0 International License.
The Qualitative Measurement towards Organizational Behaviour by using
Kano Method, CRM and ServQual
Fevi Syaifoelida1
, M.A.M Megat Hamdan2
, A.A Fikry3
, M.R Eqwan4
andIszmir Nazmi5
1
Lecturer, Mechanical Engineering Department, Universiti Tenaga Nasional (UNITEN), MALAYSIA
2
Professor, Mechanical Engineering Department, Universiti Pertahanan Nasional Malaysia (UPNM), MALAYSIA
3
Lecturer, Mechanical Engineering Department, Universiti Tenaga Nasional (UNITEN), MALAYSIA
4
Lecturer, Mechanical Engineering Department, Universiti Tenaga Nasional (UNITEN), MALAYSIA
5
Lecturer, Mechanical Engineering Department, Universiti Tenaga Nasional (UNITEN), MALAYSIA
1
Corresponding Author: Fevilia@uniten.edu.my
ABSTRACT
This research aims to study the organizational
behavior of the employees by using SERVQUAL and Kano
model. The usual application of SERVQUAL and Kano model
is to find out the needs of the customer but for this research, it
is used to find out the employees needs and feelings towards
the organizational. SERVQUAL used to do a gap analysis of
an organization's service quality performance against the
service quality needs of its customers. The Kano Model
classifies product attributes based on how they are perceived
by customers and their effect on customer satisfaction. The
Kano model defines various product attributes that are
considered important to customers and as a decision maker.
As result, the attributes that has the biggest factor in the
behaviour of the employees are Managers being in the office to
guide the employees, Managers helping the employees with the
job, All employees able to finish the job on time and
Employees respond towards a strict manager. These factors
will have a big impact towards the CRM.
Keywords-- Organizational Behaviour, ServQual, Kano,
Customer, GAP
I. INTRODUCTION
Firstly, personnel play an enormous function. Such as the
dynamics of a small enterprise work surroundings. An
effective worker with an amazing mindset, who suggests
expert behavior, can assist the enterprise to be triumphant.
When personnel are interacting with colleagues, clients and
bosses, it is vital that they have strong interpersonal abilities.
Being capable of correctly speak, resolve issues and work
with others can create a high-quality and green work
environment. Employees who display behavioral problems,
which includes being anti-social or non-communicative,
may be a distraction within the place of job. No longer
simplest can this kind of behavior value organization clients,
it may also depress the morale of associates, as well.
Personnel frequently constitute their agency‟s image on and
rancid the work. The worker moves are reflective of the
corporation as a whole. The trends in actual control practice
are, usually, transferring in a direction precisely opposite to
what the corporation pursuits to achieve (Covey, 1989). A
number of the problems emerged are personnel do no longer
observe the guidelines and policies of place of work. Its
miles tough to understand the reasons behind those
behaviors. The feelings of the personnel are cannot be
degree and it is tough to provide an explanation for why they
do sure matters. The reason of Organizational Behavior
looks at is to recognize those behaviors and the motive why
it happens.
What is the value of a satisfied customer? What is
the potential cost of an upset consumer? The ones numbers
are „unknown and unknowable‟ however is seriously crucial.
Behnam (2017). He claimed that Sir Deming says that the
pleasure of clients is unknowable however it is very
essential to recognize their degree of pride. A few
researchers absolutely keep away from “satisfaction” as a
measurement goal due to the fact it is “too fuzzy a concept
to function a significant benchmark.” rather, they focus at
the client‟s whole revel in with a company or provider touch
and the distinct evaluation of that revel in. So that it will
increase the customer delight, personnel desires to serve the
client inside the proper way and manner. Customer
satisfaction is not the simple element we need to
consciousness on. The personnel‟ emotions also want to take
delivery of interest to, as they are those, which might be
handling the customers. We aim to apply the approach of
SERVQUAL and Kano model to have a look at the behavior
of the employees.
Lastly, so as to growth the customers‟ experience,
the carrier excellent of the personnel desires to be expanded.
If you do not cope with the personnel, they cannot contend
with the customers (Cooney, 2005). Personnel wishes to be
saved satisfied to maximize their capability. Unhappy
employees have an effect on their overall performance and
consequently will have an effect on the clients enjoy. To get
a high client satisfaction, the personnel needs to carry out at
their excellent. With the personnel performing at their best,
the quality of the service can be at the highest level. The
personnel come to be part of their business enterprise with
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diverse needs and expectations. Extraordinary personnel
have exceptional ideals, attitudes, values, backgrounds and
thinking. In an employer employee will want to work with
each different and the behavior of every worker may affect
the others behavior. The organization as a whole will want
the personnel to paintings effectively so their ability can be
maximized. This have a look at will intention to cause
methods a way to boom the first-rate of the organizational
behaviors.
II. THEORETICAL APPROACH
2.1 Organizational Behavior
Organizational behavior research the impact
people, agencies, and systems have on human behavior
inside companies. it is an interdisciplinary location that
consists of sociology, psychology, conversation, and control.
Organizational behavior enhances organizational principle,
which makes a specialty of organizational and intra-
organizational subjects, and complements human-resource
research, that is extra focused on normal commercial
enterprise practices (Robbins et al., 2009). Models are
frameworks or feasible reasons why do people behave as
they do at work. There are such a lot of models as many as
organizations. Various outcomes at some point of the
corporations are substantially because of variations within
the models of organizational behavior. All of the models are
categorised into four types: collegial, supportive, custodial,
and autocratic, (Wibowo, 2016). OB is the look at of human
behavior in groups. It is also the interface among human
behavior and the organization itself.
First, the managerial orientation of Autocratic
model is authority. The personnel are more obedient and
dependent at the managers. Thus, the orientation of
employees toward the managers is obedience. Under
autocratic, personnel deliver better overall performance due
to their achievement power. It is also, because of their
unlicking to the boss or because of a few different things.
Managers adopts opportunity and higher approaches to
manage human beings at work are suggested with emerging
understanding the desires of the workers combined with ever
changing social values and norms. This gave genesis to the
second kind of models or organizational behavior (Ivanko,
2013).
Second, the basic of custodial model is managerial
orientation of money. The workers are orientated in the
direction of bonuses and dependence at the organization.
The employee need that is met is security. Passive
cooperation is the performance result. At the same time
studying the personnel, although the personnel do not talk
back to their boss when managed under autocratic style, the
managers found out and identified that they without a doubt
think back about the system. Such personnel packed with
frustration let out their anger on their co-workers,
households and neighbors. This makes the boss think other
way to increase higher employee satisfaction. The
employees are more responsible and self-discipline. Even
though the custodian method gives protection and pleasure,
it haves its own disadvantages. The employees are not able
to achieve the maximum growth they are supposed to
achieve. Although the personnel are glad, they are not
inspired in doing their work. It has be found that happy
workers aren't always maximum productive workers
(Ivanko, 2013).
Third, the supportive model is founded on
leadership, not on money or authority. In truth, the
managerial management style provides surroundings to
assist personnel develop and attain their obligations
successfully. The managers understand that the workers are
not by nature passive and disinterested to organizational
needs, however they are made so by an inappropriate
leadership style. The managers believe that given due and
appropriate modifications, the workers turn out to be
prepared to share responsibility, increase a power to make
contributions their mite and improve themselves. For this
reason, under supportive technique, the control's orientation
is to assist the worker's activity overall performance for
assembly both organizational and individual desires.
However, the supportive model of organizational behavior is
discovered more beneficial and effective in evolved nations
and less effective in growing international locations like
ours due to employee's greater awakening in the former and
less one within the latter nations (Ivanko, 2013). Lastly, the
collegial model is an extension of the supportive model.
Because the literal meaning of the work 'college' approach a
collection of humans having the not unusual cause, the
collegial model relates to a team work/idea. The simple
basis of the collegial model lies on control's building a
feeling of partnership with employee. They recall managers
as joint contributors to organizational fulfilment in place of
as bosses. Its best gain is that the employee becomes self-
discipline. Feeling responsible backed via self-discipline
creates a sense of crew work similar to what the participants
of a football team experience. The studies research file that
as compared to standard management model, the extra open,
participative, collegial managerial approach produced
improved consequences in situations in which it is far
appropriate.
As a gap analysis, it can be said that, even though
there are four separate models, almost no organization
operates exclusively in a single. There will usually be a
predominate one, with one or greater areas overlapping in
the other models. The first model, autocratic, had its roots
inside the industrial revolution. The managers of this kind of
organization function out of McGregor's Theory X. The next
three models begin to build on McGregor's Theory Y. They
have every evolved over a period and there may be no one
"best" model (McGregor, 1960). The collegial model must
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no longer be idea because the final or best model, but the
beginning of a brand-new model or paradigm (Ivanko,
2013).
2.2 Service Quality
Zeithaml, Parasuraman and Berry crated an empiric
model, the SERVQUAL Model. The model compares the
needs of customer quality and service quality performance.
The model are used to analyse gap in the customers needs
on service quality against service quality performance of an
organization. The model is also call as the GAP model for
this reason. It focuses on the perceptions of the customers on
the important attributes of service quality. This enables the
company to prioritize and focus on the critical attributes to
improve their service quality. (Empathy, assurances,
responsiveness, reliability, and tangibility) as mentioned in
Table 1 are SERVQUAL model basic dimensions. A set of
service attributes that are capable of meeting the
expectations of customers and their satisfactions. The
dimensions are all important to the clients. Nevertheless,
some dimensions are more important than others are.
Service provider needs to balance all the dimensions by
focusing on the important ones and not ignoring the minor
ones. For this reasons, SERVQUAL is a multiple item scale
that has a good validity and reliability that can be used to
improve service by better understanding consumers
perceptions and service expectations. SERVQUAL are
designed as a generic measure, can be applied across various
types of services (Wisniewski, 2001).
TABLE-I SERQUAL ELEMENTS
DIMENSION DESCRIPTION
Tangibles
Appearance of physical facilities, equipment, personnel, and
communication materials
Reliability Ability to perform the promised service, dependably and accurately
Responsiveness Willingness to help customers and provide prompt service
Assurance
Knowledge and courtesy of employees and their ability to convey trust
and confidence
Empathy Caring, individualized attention the firm provides its customers
2.3 Kano Method
In addition to customer loyalty, the major factor to
purchasing decision are the quality of services and goods
(Kano, 1984). Recently, a range of systems to manage
quality has been introduced. It aims to build long-lasting
trust with clients and improve customer satisfaction. By
conducting surveys, the services and products can be
modified to suit the customer preferences. To improve
competitiveness and guarantee a good position in the
market, the quality of the products are given a high level of
attention. Kano Model of Customer Satisfaction categorizes
attributes of a product based on their effect on satisfaction of
customer and how they are received by the clients. To guide
design decisions to determine when more is better and when
is good is good enough, these categorizations are useful. In
1980s, a model to make customer satisfactions towards a
product or services measurable are developed by Professor
Noriaki Kano.
Kano model categorizes client preferences into five
group, which are Reverse, Indifferent, Must-Be, One-
Dimensional and Attractive. It defines different attributes to
a product, which are important to the clients. Most
traditional system identify the performance of attributes‟
importance that the relationship between customer
satisfaction and the attributes are linear. Kano model
however, categorizes customer satisfaction between
customer satisfaction and performance of attributes as non-
linear (Kano et al., 1984, Berger et al. 1993, Matzler et al.
1996, Nilson-Witell and Fundin 2005). In conclusion, this
method enables us to identify the key elements of a product
or service even though the method requires very high levels
of diligence. Besides, needing high experiences, or a
questionnaire may seem confusing, it still has a high effect
on customer satisfaction (Hankinson, 2005). If customers are
dissatisfied or have problems in the product or the services,
the method enables us to identify the features that are
causing such dissatisfactions. Level of customer satisfaction
will rise by determining the defects when it is improved,
fixed and developed. The result will be evaluated by Kano
mathematical approach (CS-DS).
III. METHODOLOGY
A. Questionnaire Development
It consists of 20 questions that has the attributes of
both SERVQUAL and Kano Model. This part alone are
divided into the five attributes of SERVQUAL, Tangible,
Reliability, Assurance, Responsiveness and Empathy. Each
part of the attributes have four Kano attributes, which is
Autocratic, Custodial, Supportive, and Collegial. For the
functional part, we aim to identify which element effects the
most when it is functioning well. The third part of the
questionnaire is based on Kano-Dysfunctional questions. It
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also consist of 20 questions that has both SERVQUAL and
Kano Model attributes, it is also divided to the five attributes
of SERVQUAL and each part has the four Kano attributes.
In the dysfunctional part, we aim to identify the elements
that effects the most it is not functioning well. There are 84
respondents (employees) to be taken as a sample size. Most
of the employees are females with about 58% of the worker
in the organization. The average age of the worker are 26-40
years old with almost half of them are married. Majority of
the employees here has a degree and diploma certificate.
The pay for most of the workers are below than RM 5000.
Finally, the employees who work in the organization have
work around 1 to 3 years.
TABLE-II SERQUAL ELEMENTS QUESTION
Tangibles 1. Should wear good attire for suitable workplace
2. Physical facilities should be visually appealing
3. Appearance of physical facilities should be in keeping with the type of service
4. Compromise of the facilities with other colleagues
Reliability 5. Should do things by the time they promise
6. Can be rely when given high salary
7. When employees have problems, managers should be rely to guide them
8. Should able to finish their tasks at the time they promise
Responsiveness 9. Good respond to strict type of managers
10. Good respond to bonuses
11. Good respond when managers helps with the task
12. Effective communication among colleagues
Assurance 13. Employees should be able to trust the managers
14. Employees should feel safe to work
15. The employees should be assured with the managers knowledge
16. Employees should be able to trust each other
Empathy 17. Managers should not be too strict with the employees
18. Unrealistic for managers to give very high salaries to employees
19. Managers cannot be expected to give employees personal attention
20. Harmonious teamwork will make employees happy to work
IV. RESULT AND DISCUSSION
First, all the elements need to be identified which
element is a Must-be, Attractive, One-dimensional, or
Indifferent attributes. Kano questionnaires are to determine
how satisfied the customer towards the service, how
satisfied are the employees towards the leadership skills of
the managers. The value of each questions CS and DS are
tabulated and being rank according to their CS-DS
(mathematical approach). The CS-DS with bigger negative
value are the attributes that we need to concentrate more on
as depicted in Table 3 and Figure 1.
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TABLE-III CS DS RANKING
CS DS CS-DS RANK
1 0.7 -0.4 0.25 14
2 0.6 -0.4 0.2 11
3 0.6 -0.5 0.12 9
4 0.4 -0.4 0 5
5 0.5 -0.5 0.06 6
6 0.3 -0.6 -0.32 1
7 0.5 -0.6 -0.04 3
8 0.4 -0.4 -0.01 4
9 0.5 -0.3 0.25 15
10 0.7 -0.5 0.2 12
11 0.6 -0.3 0.24 13
12 0.6 -0.5 0.1 7
13 0.4 -0.2 0.1 8
14 0.6 -0.3 0.33 16
15 0.4 -0.6 -0.24 2
16 0.7 -0.6 0.13 13
From the comparison of all the functional and
dysfunctional of each question, it was found that the
attributes for Organizational Behaviour elements are:
Must-be: Supportive model
Attractive: Custodial model
One-dimensional: Collegial model
Indifferent: Autocratic model
Referring to the ranking in the CS-DS value table,
there is a few elements and questions that needs to be
focused on and improved. Based on the ranking, the four
top factors that needs to be focused and improved are:
K7-Managers being in the office to guide the
employees
K19 -Managers helping the employees with the
job
K8-All employees able to finish the job on time
K9-Employees respond towards a strict manager
Figure1. Kano: CD-DS value
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The result shows that the must-be attribute is the
supportive model. This means supportive kind of leadership
is a Must be element in an organization. Employees feels
that managers should help in and guide them to do their job.
When the managers does not help them, they feel unhappy
because they do not know who to ask if the managers are
not in their office. For attractive attributes, it has been
found out that custodial model as the most attractive model
out of the others. When given bonuses and benefits, the
employees feels much more excited to do the job. As for
collegial model, the attribute is One-dimensional. Collegial
model involves teamwork between the employees. The
employees feels that when teamwork is not good, so is the
job. When the employees work dynamically, the work
produced is much better.
Lastly, autocratic model are found out to be the
indifferent attributes. The employees do not care whether
the managers are strict or not. As we can see, the must-be
attribute is the most important attribute among the others.
Without this element, the employees will feel the absentees
of these elements. However, when the element is there, they
does not feel its presence. The attractive attribute is to
attract the employees to do their job. It will improve their
performance. As for one-dimensional attribute, it increases
as more of the elements is there. When the element is met
in a low quantity or quality, the work done will also have
the same magnitude. As total result, the K7 and K8 is fall
under Must Be category in Kano attributes (Supportive
model). In the ServQual analysis, the top four ranked
factors need to be focused on and improved as listed in
Table 4 below.
TABLE-IV SERVQUAL ATTRIBUTES
Question
No
Statement Attributes ServQual Attributes
K7 Managers being in the office to guide the employees Reliability
K19 Managers helping the employees with the job Empathy
K8 All employees able to finish the job on time Reliability
K9 Employees respond towards a different manager Responsiveness
It was found that two of the factors are reliability
attributes. This shows that the employees feel reliability
attribute is important and needs to be improve. They feel
they need to rely on their colleague to finish the job on time
and to do a perfect job. They also feel that they need to rely
on their managers to be in the office so that they can be
guided to do the job properly. Empathy also needs focus as
the employees feel that when the manager helps them with
the job, they will feel happy to do the job. Lastly, the
responsiveness attribute also need some focus. Employees
will not give a good respond towards a strict manager. They
feel like they are controlled in doing their job.
Summarization, this shows reliability is an
important attribute. Without that reliability, the employees
feel vulnerable in doing their job. They will feel much more
secure when the other colleague can be reliable do a good
job.
V. CONCLUSION
As a conclusion, to investigate the organizational
behavior in a workplace was achieved by using the
organizational behavior study on the employees of the
workplace to know why they behave the way they did.
Organizational behavior study enables us to understand
deeply the employee‟s feelings towards the organization as a
whole. Second, the improvement of customer satisfaction
can be studied by using Customer Relationship Management
(CRM), Kano Model and SERVQUAL model. They played
as important role as decision maker in constructing the
questionnaire and data analysis. By using this method, we
are able to obtain the attributes and factors that affect the
behavior of the employees towards the organizational. This
will allow employers to know which factors to focus on in
order to make the employees work at their maximum
capacity. The Gap analysis was done towards the Kano
Attributes in CRM perspectives such as, the Must-BE
attribute (KANO) is a supportive model in CRM. As for
SERVQUAL, it is found that the reliability attribute (table
4) needs to be focused on more so that the employees are
kept happy. Above all we can say that, the factors of
“Managers being in the office to guide the employees” and
“All employees able to finish the job on time” are most
important factors to be improved. In these reasons, both
factors fall under Must Be category and acted as the
Supportive Model in CRM.
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