Employee Motivation and Its Influence on Customer Satisfaction
Iugova, Iuliia (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121235420
https://urn.fi/URN:NBN:fi:amk-2025121235420
Tiivistelmä
The purpose of this thesis was to research the influence of employee motivation on customer satisfaction, using the case of Hotel Holiday Inn Tashkent City. The main goal of this research was to analyze this relationship after examining the theoretical background of motivation and the current state of employee involvement in the commissioning company. Based on this, the author also developed practical recommendations for improving service quality.
The theoretical part of the thesis is based on early theories of motivation, such as Maslow's Hierarchy of Needs, Herzberg’s Motivation-Hygiene Theory, and McGregor's Theory X and Y, as well as on contemporary theories that include Vroom’s Expectancy Theory, Equity Theory and Locke’s Goal-Setting Theory, in an attempt to establish a relationship with customer satisfaction.
The author used a qualitative method to collect empirical data by conducting four in-depth, semi-structured interviews with employees of the Front Office Department. The results of the analysis showed that the employees have a high level of internal motivation, which is based on management recognition, a positive atmosphere in the team, customer gratitude, and the opportunity for professional growth. High employee engagement is directly related to the delivery of top-quality service. The analysis emphasized that because of this, employees go beyond their direct responsibilities, which helps to exceed customer expectations and builds customer loyalty to the company. Therefore, the conducted research confirmed that satisfied employees create satisfied customers.
In the conclusion of this research, a number of recommendations were offered. The author suggested expanding the power of employees to solve problems independently, optimizing routine processes to increase time for communication with customers and improving the recognition system to maintain a high level of motivation. All these recommendations will help not only to maintain the current level of service but also to improve it, creating more loyal and satisfied customers.
The theoretical part of the thesis is based on early theories of motivation, such as Maslow's Hierarchy of Needs, Herzberg’s Motivation-Hygiene Theory, and McGregor's Theory X and Y, as well as on contemporary theories that include Vroom’s Expectancy Theory, Equity Theory and Locke’s Goal-Setting Theory, in an attempt to establish a relationship with customer satisfaction.
The author used a qualitative method to collect empirical data by conducting four in-depth, semi-structured interviews with employees of the Front Office Department. The results of the analysis showed that the employees have a high level of internal motivation, which is based on management recognition, a positive atmosphere in the team, customer gratitude, and the opportunity for professional growth. High employee engagement is directly related to the delivery of top-quality service. The analysis emphasized that because of this, employees go beyond their direct responsibilities, which helps to exceed customer expectations and builds customer loyalty to the company. Therefore, the conducted research confirmed that satisfied employees create satisfied customers.
In the conclusion of this research, a number of recommendations were offered. The author suggested expanding the power of employees to solve problems independently, optimizing routine processes to increase time for communication with customers and improving the recognition system to maintain a high level of motivation. All these recommendations will help not only to maintain the current level of service but also to improve it, creating more loyal and satisfied customers.