A Critical Analysis on the Impact of Employee Motivation on Service Quality – A Case Study of Tesco (2016)

Impact of Employee Motivation on Service Quality Dissertation – The objective of this dissertation is to investigate the impact of employee motivation on service quality (SERVQUAL) in organisations. This study mainly focused on Britain’s leading retail organisation: Tesco. Researcher has used both primary and secondary sources of data. Data for this research was collected through questionnaire survey from staff members and potential customers of Tesco.

The research data was analysed using statistical software so that the impact of employee motivation on service quality could be examined. In this study, the researcher has used two variables. Employee motivation is the independent variable, while service quality is the dependent variable. Researcher divided the questionnaire into two components, in which the first part was filled by 50 potential customers of Tesco, while the other half was filled by 50 staff members of Tesco.

The study has used frequency distribution as the statistical technique to determine the individual result of each question of the survey. The hypothesis of the study was tested by using linear regression statistical technique because the major aim of this research was to analyse the impact of employee motivation on SERVQUAL. The result of this study indicates that employee motivation positively impacts the service quality of the organisation.

Similarly, employee motivation leads to customer satisfaction. This suggests that if employees are motivated, this will eventually increases the quality of services provided by the organisation and thus, it will enhances the overall performance of the firm.

Dissertation objectives

  • To analyse the factors that influence employee motivation
  • To analyse the critical factors which influence service quality
  • To analyse the impact of employee motivation on service quality
  • To provide recommendations to Tesco to improve employee motivation and service quality

  • 15,000 words – 56 pages in length
  • Excellent use of literature
  • Excellent analysis of subject area
  • Includes questionnaire
  • Well written throughout
  • Ideal for HRM students

1 – Introduction
Background of Research
Problem Identification
Significance of the Study
Research Aims and Objectives
Research Question(s)
Definitions of Terms
Employee Motivation
Service Quality

2 – Literature Review
Employee Motivation
Service Quality
Perceived Service Quality and Customer Satisfaction
Employee Motivation and Service Quality
Conceptual Framework

3 – Research Methodology
Research Design
Quantitative Research Design
Research Philosophy
Research Approach
Data Collection
Primary Data
Secondary Data
Sample Size
Sampling Method
Data Analysis Method
Reliability and Validity
Ethical Considerations

4 – Data Analysis
Analysing Results using Quantitative Data
Frequency Distribution
Perceived Service Quality
Perceived Employee Motivation
Regression Analysis
Analysis of Hypothesis

5 – Discussion and Conclusion



Employee Motivation and Service Quality Dissertation
Employee Motivation and Service Quality Dissertation

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