How Effective Motivation and Employee Satisfaction on Organizational Growth.-A case Study on...

7/22/2019 How Effective Motivation and Employee Satisfaction on Organizational Growth.-A case Study on Travelodge Hotel

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Research Title

How Effective Motivation and Employee Satisfaction on Organizational Growth.-A caseStudy on Travelodge Hotel

Abstract

This study is to analyze the impact of employees motivation on organizational growth in the hotelindustry the stem of Travelodge, UK which is single of the prime funds lodge manacles in UK. Itis obvious that employees play an important role in the success or failure of any organization orindustry. The employees play the key role in the success of the hotels, because the services arepresented and delivered through the employees. Therefore one of the most important duties ofhotel management is increasing the performances of its workforce. The reason of the study is toexamine a variety of process to inspire the workers in individual of the stem of Travelodge, UKwhich is single of the prime funds lodge manacles in UK. The study will mostly center on the

diverse approach to progress the inspiration of worker. In order to achieve the objectives of theresearch, the researcher has completed a sample analysis by collecting data from the employeesof a hotel namely Travelodge which is situated in the city of London. With a view of this regard,the researcher has collected a sample of forty employees of that hotel. After that, the interviewamong the employees has been conducted. There are fifteen questions regarding the satisfactionand motivation of employees of an organization. The first research question was to identify andevaluate motivational strategies used in Travelodge. It is found that good working conditions,growth and career development, promotion prospect, good salary and health relationship withsupervisors and colleagues mostly motivate the staffs of the Travelodge. The second researchquestion was to find out the current state of employees motivation of Travelodge. It is found thatmajority of the employees have full satisfaction regarding their work environment. After analyzing

the research done among the employees of Travelodge, it is found that through the prospect ofpromotion, forty percent employees have high satisfaction, fifty percent employees havesatisfaction, and five percent employees have dissatisfaction regarding the level of promotion atTravelodge. Studies also showed that around ninety percent employees at Travelodge believethat their organization has chosen the right strategies regarding the prospect of promotion. It isalso found that majority percent of the employees at Travelodge are satisfied regarding individualgrowth and career development. Research done among the employees of Travelodge found thataround seventy percent employees have satisfaction regarding the good relationship. At last itcan be said that Overall satisfaction of the staffs at the Travelodge is in satisfactory level and it ispossible to increase it further by giving attention on the Growth & Career development.

Table of Contents

Contents Page No.

Chapter 1introduction 01

1.1Background of The Study 01

1.2 Purpose of The Study 03

1.3 Aims And Objective of The Study 03

1.4 Research Question 03

1.5 Rationale behind the Chosen Research

Topic 03

1.6 Background of The Case Company 04

1.7 Structure of The Dissertation 06


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Chapter 2literature Review 07

2.1 Introduction 07

2.2. Hospitality And Tourism Industry 08

2.3. Human Resource Management 09

2.4.1Employee Motivation and Organizational Effectiveness 10

2.4.2The Importance of Employee Motivation in the Hotel Industry 11

2.4.2. Motivational Factors to Employees 12

2.4.3. Environmental Motivation 142.5. Theory of Motivation 17

2.5.1 Maslows Hierarchy of Needs 17

2.5.2 Fredrick Herzbergs Motivation-Hygiene Theory (Two FactorTheory)

21

2.5.3 Douglas McGregor Theory X And Y 22

2.5.4 Equity Theory 23

2.6 Summary 24

Chapter-3research Methodology 25

3.1 Introduction: 25

3.2 Research Philosophy 253.3 Research Approach 25

3.4 Research Method 26

3.5 Survey Strategy 26

3.6 Case Selection 27

3.7 Data Collection Method 27

3.8 Sampling Technique 27

3.9 Semi Structured Interview 28

3.10 Interview 283.11 Data Analysis & Presentation Method 28

3.12 Validity 29

3.13 Reliability 29

3.14 Ethical Considerations 29

3.15 Summary 30

Chapter-4 Empirical Study, Findings, & Analysis 31

4.1 Overview of The Empirical Study 31

4.2 Interviews Procedure 31

4.3 Findings & Analysis 32

4.3.1 Findings of Sample Characteristics 324.3.2 Findings & Analysis of Each Question of The Survey 32

4.3.3 Measure of Employee Satisfaction 44

4.3.4 Importance-Satisfaction Matrix Analysis 46

4.4 Analysis of Motivational Factors Considering Empirical Findings 49

4.5 Summary 50

Chapter-5 Conclusion & Recommendation 51

5.1 Study Summary 51

5.2 Conclusion 52

5.3 Recommendation 54

References 56

Appendix 62-64


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Chapter 1

Introduction

1.1Background of the study

Every organizations and business desires to be successful which leads to them constantprogress. As the current era is highly competitive so organizations are facing challenge inemployee retention sector regardless of size, technology and market. It is necessary to createand maintain a strong and positive relationship and bonding between employees and theirorganizations to overcome this restraint. As human resource or employees of any organization itis necessary to influence and induce them towards task fulfillment as it is the most important part.

Organizations generally plan different strategies to compete with the competitors and to increasethe performance of the organization which is necessary to achieve prosperity. Not a large numberof organizations believe that it is important to focus on human personnel and employees of anyorganization as it is its main assets and can lead them to success or if not focused well, to

decline. When the employees of an organization are motivated for the tasks fulfillment and goalsachievements and encouraged to do so, only then the organization can progress or achievesuccess.

It can be certainly said that success or failure of any organization or industry is very muchdepended on the employees who play an important role in the organization. According to Pfeffer(2009) human capital has long been held to be a critical resource in most firms.

In most countries hospitality and tourism industry has gained huge level of importance as theyhave been able to earn income for countries. To improve and develop their nations life most ofthe countries in the world are trying to attract more tourists and guests to their destinations.

One of the most important needs of a tourist is accommodation; as a result hotel industrybecomes the very important component of the tourism industry. Most hotels provide many otherservices such as restaurants, swimming pools, tennis play ground etc along withaccommodation. To attract more tourists most of the countries in the world are trying to developtheir hotels and therefore to improve their hospitality and tourism industry.

The success of the hotels mostly depends on the services are presented and delivered throughthe employees. If the guests become dissatisfied and have a bad experience about the hotelbecause employees do not serve the customers the way they should, it is more likely that they donot want to come back again. If the employees provide excellent service then the guests wouldbe satisfied and would like to come back again and they would suggests others to stay in thehotel. The corporate culture of the Marriott hotel has always been take care of your employeesand they will take care of your customers (Marriott and Brown, 2008). The statement makes itclear that Marriott is a very well known and successful hotel chain. According to the corporateculture it pays so much attention to i ts employees. Increase the performance of the workforce isthe most important duties of hotel management. According to Baun (2008), human resourcemanagement is often seen in terms of a three-part cycle that can be summarized as follows:attract an effective workforce, develop an effective workforce, and maintain an effectiveworkforce.

Employees motivation or maintaining an effective workforce is one of the most important andeffective components of human resource management. Employee motivation has been the focusof research in academic circles as scholars seek to understand what motivates employees in avariety of work settings, especially in the hotel industry where the work is labor intensive(Chiang, 2008). According to Chiang (2008), Motivation factors in the hotel industry - pay,monetary bonuses or incentives, recognition from managers, colleagues, customers and family,


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opportunity for advancement and promotion, opportunity for increased job responsibility,challenging work, feelings of accomplishment, development of self esteem, good workingconditions, good work schedules, job security and being regarded as a good employee.

As employees working in hotels or any other industries are different from each others in manyways like needs, desires, cultures, job positions etc. so it can be clearly said that motivatingemployees is a tough task to do. It is important to recognize employees need to find out the waysthan can motivate employees more and better. Many theories has been developed regarding this

subject matter such as Maslows hierarchy of needs, Herzberg theory, equity theory and theory X& Y. Maslow in this theory of hierarchy of needs showed that human needs in a hierarchy whichstarts from the basic needs in the lowest part of the hierarchy to the highest needs of selfactualization. Managers can better find out more effective ways to motivate their employees byusing and understanding these theories.

1.2 Purpose of the Study

The focus of this study is to enlighten the fact that how an organization through its employees can

gain success and effectiveness. The purpose of the study is to analyze the impact of employeesmotivation on organizations growth in the hotel industry.

1.3. Aim and Objective of the study

The aim of this study is to identify the employees motivation in Travelodge hotel, UK.

The objectives of this study are:

i. To identify and evaluate motivational strategies used in Travelodge, UK;ii. To explore the current state of employees motivation of Travelodge hotel, UK;iii. To provide suggestions to improve the employees motivation in Travelodge hotel, UK.

1.4. Research Questions

The questions of this study are:

What are the motivational strategies used in Travelodge, UK?What is the current state of employees motivation of Travelodge hotel, UK?

What are the applicable suggestions for employees motivation of Travelodge, UK?

1.5 Rationale behind the chosen research topic

It is known by the researcher that the main target of any business is to attain customers andmaintain a good trusted relationship with them. When the customers are served according to or ina better way beyond their perception, they will be coming back more and willing to stay for longerperiod. If the employees are highly satisfied they will provide service in a better way. Improvedemployee satisfaction leads to customer satisfaction and thereby increased productivity andsales of the company. Researcher has been motivated by the fact that if a company becomesable to motivate its employees then it world results in higher profitability for the company. To

identify what motivates employees over last 40 years Willey (1977) has performed researchseveral times. Finding motivational factors is very crucial for an organization and Willey founddifferent factors in different times. It can be said that to analyze different motivational strategiesapplied to motivate the employees are very much contemporary and logical.


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1.6 Background of the case company (Travelodge Hotel Company)

Travelodge opened in 1985 as the UKs extremely initial financial plan hotel on the A38, withinBarton below spine timber. At present, it is the states rising and main pioneering hotel seriesamong above 470 hotels crossways the UK, Ireland also Spain.

Travelodge established itself as a chief hotel variety in London, Edinburgh, Brimingham, andCambridge. Travelodge has positioned itself in most chief town centers and accepted festival

hospitals. Reason build hotels, score 11 scheduled construction, workplace alterations,attainments of obtainable hotels and co-operations by most important pub business andsuperstores are some lodge plans that has been taken by Travelodge.

A Values Based Organization

Travelodge has 4 ideals which direct each result that we build:

http://www2.travelodge.co.uk/assets/img/values.jpg

Travelodges People at the Heart of its Business (Source: Annual report, 2008)

The fact that has made Travelodge exceptional is its public. Around five hundred freshoccupations is generated by Travelodge every year and at present almost six thousands publicworking crossways the UK, Ireland also Spain.

Each one fusion, Travelodge must have the chance to enlarge a significant job that is whatthought by Travelodge. Travelodge has full 75 percent of its opportunitys inside in previous timeand also an exclusive twelve weeks Management Development Program (MDP) has beenarranged to simply show employees quick paths entrance in the organization. Every worker

despite of their recent place or span of service can have access to this program.

One in ten of Travelodge employees has been able to achieve or is studying towards a NationalVocational Qualification. Travelodge has sponsored a number of managers to study toward aFoundation Degree in Hospitality Management.

On behalf of educate leavers Travelodge initiated the UKs primary financial plan lodgeorganization leadership program in 2011. A quick path way into organization is the systemaristocratic JuMP (Junior Management Program) also offers A-rank learners (18+) by a genuinesubstitute to leaving campus. Within 2015, 45 percent of its executives will have attached byJuMP and this is the plan of Travelodge.

1.7 Dissertation Outline


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Chapter Two

Literature Review

2.1. Introduction

The reputation of tourism and hospitality industry sector is gradually increasing all over the worldand different dimensions have been added in these industries to make people more attracted. Atthe same time the importance and responsibility of different department and sections relates tothis sector has been experiencing greater autonomy in decision making and decorating thepolicy planning of this industry.

Hotel industry is the key concern in tourism industry and all over the world luxury and recreationis together working in the hotel sector development. In this case the manager of the hotel plays avery crucial role to maintain and establish the rules and regulations as well as ensuring thefacility of the hotel. Besides, human resource management, employee satisfaction, policyplanning of the hotel and offer and package dealing also come with the role of hotel manager.Employees have a big role in hotel industry as they treat and give the hospitality to the guest andit matters how they get satisfaction. As the employees are directly deal with the customer theyhave very important role to satisfy them which will ultimately impact the reputation and popularity


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of the hotel. There is no organization that can ignore this importance (Drucker 2009 p3). Theemployees can provide the services and earning the commitment from the clients for anyorganization. Better employee performance can enhance the position and status of the companyeverywhere in the world.

This paper focuses on the motivation of the employees in hotel industry. In the present humanresource management for any organization motivation becomes a key factor to inspire theemployee. It is one of the major tools to define the level of enactment of the employees (Viorel,

Aurel, Virgil and Stefania 2008). Motivation is a way out for better HRM practice for any company(Michael 2008).

2.2. Hospitality and tourism industry

Hospitality and tourism industry becomes one of the most important industrial sectors all over theworld. Tourism though an age old industry but in recent time the development and investment in

this sector is revolutionary (Vanhove 2009). A perfect definition of tourism can be found in theBritish tourism society in 1979 and it poses the idea from Burkat and Medlik of the year 1974.Tourism is basically leaving the familiar surroundings and goes for a trip in different place farfrom the living place for passing holidays or gets recreation. It is basically kinds of short migrationand it makes people free from their general activities (Burkat and Medlik 1974). In another study itsays that tourism is basically a migratory activity of people from his familiar place to a differentplace far from his dwellings and the place of destination is better for pleasure and satisfactionwith nature and beauty. The important feature during this period is getting service from differentpeople true costing money (Wall and Mathieson 2009).

On the other hand hospitality means the care and shelter but in many cases paying cost one

have to get this. Hospitality is a very age old concept and in the page of history this conceptevolved and its features has been changed but still it is an idea on behalf of people (Walker2006). The word hospitality derives from the word hospice and its a French word. It meansproviding service and accommodation for satisfaction (Walker 1996).

In fact the meaning of hospitality is very humble and very familiar (Lockwood 2009). Butsometimes it becomes tough to get the real meaning as different people like to define it in theirown terms and financial issue is also related to the changing definition of hospitality. It hasdifferent meaning among the employees, business consultants, general people and also thepeople related to the service industry. It has two different approaches, one is to supply lodgingsto the people stay out from homer and another is to supply the food for those people (Lockwood

2009).

So it is now easy to read the joint definition of tourism and hospitality industry instead of simplyhospitality or the tourism industry. These two concepts are more or less interlinked. As tourismmeans peoples staying out from their home for pleasure and hospitality is to fulfill the needs andexpectations for those people through food, accommodation and other recreational terms. In facthospitality can put as the central idea of tourism and development.

2.3. Human resource management

Workers or the employees are the key factors for any company to achieve in its target or to

receive the success, Employees and their skills are the tools to determine the success of anyorganization (Bayo-Morions and Diaze de cerio 2008). Quality, skill, attitude and the behavioralsense of the employees play a very significant role for any organizations success or the massivefailure. Human resource is a very crucial idea for any organization from the past time (Pfeffer2009). In fact the Human resource management is the most important activity of the company and


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it is all about the management of the company focusing on the employees. There has beennumerous studies taken place regarding the human resource management and it indicates aprogressive relation between the employees and management authority of the organization for asmooth working environment. It links the overall enactment of the company with the strongpledge and dedication of its employees (Arthur 2008, MacDuffie 2009).

The prime focus on this paper in dealing with Human resource management (HRM) is on themotivational aspects of the hotel industry and it is better to have an idea on the practice of HRM

in the hotel industry. The managers of every division in hospitality industry are focused on theresponsibilities over the human resource of the industry (Tanke 2009). The main concept of HRMis to deal with the people whatever the workers or the tourist in a manner of satisfaction.

It is common in hotel industry to have a big working force as it is basically labor intensive industry(Chand and Katou 2009).It means the reputation and the accomplishment of this industry more orless strongly depends on the commitment of its employees and as well as in using better skills,knowledge and service initiatives by the employees. Active involvement, immediate response,committed to the service and loveable attitude of the employees is matters in the success of thisindustry (Gabriel 2008). Importance of the employees in this industry is enormous as all theservices provided by the workers in this industry. In such labor intensive industry proper

application of the human resources is very important and it can add a comparative advantage forthe industry (Schneider and Bowen 2009). Human resources can better use and effectively gainfrom this resource through proper recruitment, motivation, effective and advance training (Chengand Brown 2008). Human resource group of the hospitality industry helps to meet the demands,aims and purposes of the industry (Tanke 2009). If the industry feels the absence of effectiveHRM it can never sustain and it will be tough to achieve the goal of the industry.

So it is obvious for the hotel management to have strong commitment over the best practice of theHRM for the highest achievement in this particular field.

2.4. Motivation

Through proper motivation the company keeps its employees satisfied and active in their givenresponsibility. It is basically raising proper intension for the task in the office and to make strongcommitment for the assignment given from the authority. It is an inside strategy of theorganization. Motivation is the key strength for the employee to be more dedicated, committed forthe success of the company he or she is involved in and to do the job assigned by the authorityaccording to the manner (Hofstede 2008).

In the corporate world we basically experience 2 types of motivation and these are intrinsic andextrinsic (Ali and Ahmed 2009). Intrinsic motivation is quite tough to guess as there is no suchvisible evidence to show this motivational aspect. It is basically giving better responsibility by

confirming him that he is the only person who is capable to go through such job. This award isinherent in the task assigned to that person in the office. Reward system, payment scale increaseor financial rewards are some examples of extrinsic motivation. Certified to the person can alsobe regarded as the motivational pattern in this process (Deci 2009).

Among the motivational patterns the most important in motivating employees is to effectivelydistribute the responsibil ity among the workers (Shadare et al 2009). Strong commitment canarise from the motivated workers and his skills and working pattern will automatically changebecause of this incentives. He will be more close to his responsibility as well as the aims andobjectives of the company. If there is continuous motivational process in the company, theemployee will naturally go for extra effort to show their skills and commitment for the company

(Kalimullah et al 2010). The workers commitment will even dare to work in difficult situation asthey know what is behind waiting for them.


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2.4.1Employee Motivation and Organizational Effectiveness

A satisfied employee is the asset for the company as he will be more committed to his duty and itwill bring profit for the company in return. Motivation and satisfaction of the workers are stronglyinterlinked and it has direct impact in the job (Ali et al 2011). In a study among the workers oftelecommunication sector in Pakistan, it was found that there is strong relation exist in between

the effective organizational structure and motivated employees expertise that leads to thesuccess and earn the profit for the industry. Almost maximum respondents have shown a positiveattitude over the relation in between the motivation and expertise and dedication (Muhammad etal 2011). On the other hand if there is no proper organizational behavior, if there is tyranny interms of decision making and no voice of the employees, its tough for the industry to get successthere like in the African region and in many parts of Asia. In these organizations there is lack ofaffectivity; commitment from the employee and kinds of suppression exists in the officialenvironment that turns to massive fall in this sector (Constant D et al 2011).

If an employee is internally happy with the attitude of the company he or she is the real asset forany organization as he can better contribute and better committed than others (Matthew J. et al

2009). Through different studies it is found that there is a positive relation exists in between theemployee satisfaction and company turn over.

2.4.2The importance of employee motivation in the hotel industry

In the tourism and hospitality sector, hotel industry has huge importance. As the hospitality ismuch more humanitarian term, the employees have better space to serve in this industry (Tanke2009). The corner stone of any success in this sector is relates to the satisfaction of theemployees and its first! If there is a concern for the employees then automatically the employeeswill be careful and concerned for the clients or the guest in the hotel (Marriott and Brown 2009). Ifthe employees are aware of their respect by the management than automatically it will impact

over their assignment and regular activities. It will make a comfort zone for them. A satisfiedworker can better serve than the deprived one. So it is basically a win-win situation for both theemployees, customers and companies itself. In hotel industry the task is basically deals with thefood and accommodation and both are close to basic human needs. This is very unique in termsof serving people in these sectors. It is all about the own responsibility of the hotel authority andthe employees in terms of food and accommodation even if the guests put dam care attitude as itrelates to life. How their demand has been fulfilled, how they get reply from the authority; theseissues are important in dealing this sector. Proper communication can play an effective role interms of demands, needs and expectations in this sector (Marriott and Brown 2009). Propertraining for the employees is important. Those who are well trained in conversation with theguests, asking their problems and demands, it wil l make the customer more satisfied with the

service of the hotel. On contrary, if there is poor trained employee, the situation can be theopposite and it does not bring any positive outcome for the industry. So the performance isdirectly connected with the HRM body of the hotel authority.

2.4.3. Motivational factors to employees

The role of the workers in any organization is directly connected with the success of thecompany. Incentivized workers are more effective and committed and the prime responsibil ity ofthe HRM body should search for the motivational tools of those workers (Wheelhouse 2009). Theauthority should remind that all the workers are not equally satisfied and skilled. There is avariation in terms of their expectation and the authority should keep eye on every individual

(Kamery 2009). The path of motivating employees is honestly a tough job as different peoplehave different demands and expectations (Miljkovic 2008). So company should take differentstrategies to satisfy the employees in their own manner. There are variations in terms of companyexposure, employees skills, financial capability of the organization and these issues makevariations in terms of motivation (Edlund and Nilson 2009). In fact it is tough to have common


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motivational tools in a company as different people have different expectations and differentprocess of getting satisfied. Personality of the employees varies and sense of toleration,receiving power these are not same and these issues turn into a variation in the motivationaltools. Though there are variations but some common factors are same everywhere in the worldwhich motivate and satisfied the employees. These are very basic features and if these featuresbeing avoided, it will be a disaster for the organization (Wheelhouse 2009).

The major issues are described in the following-

Security:

For both human life and carrier, security is the key concern for every individual. Security includesthe safety nets of the job, savings, retirement facilities and insurance in regarding anyunexpected incident (Wheelhouse 2009). Sustainability and assurance of the job is also a primesecurity concern. If a person is in doubt whether his job will be ok or not in the next week, he can

never get satisfaction and attachment with that job. Predictability, consistency and proper securityissues always matters for the individuals in the office (Wheelhouse 2009).

Salary:

Financial issues are always a big concern and payment scale is deeply rooted with themotivational pattern in any organization (Wheelhouse 2009). Payment is like the visible rewardfor the employee and it is the biggest motivational tool for the HRM of the organization (Snell andSherman 2011). It is natural that when a person gets a smart salary its his day in all ways!Money has direct connection with the motivational aspects and there are lots of reasons behindthis and one is without money one can never survive! According to the study among the workers

of the Saint Paul Hotel it was found that employees those are getting better salary are morecommitted than others (Petcharak 2008). Security in the work is linked with the payment scale.

Working condition:

A better working condition can inspire the employees in many ways and it is a big motivationaltool in the developed countries specially. Low condition leads to poor commitment of theemployees, low productivity and lack of commitment. Proper light, air circulation, positioning,privacy in the office these are linked with this concern (Wheelhouse 2009). Decoration of theoffice like color, room choice, cafeteria, lawn, recreation room these should be properly placed asthese are attracted more than others. Washroom and locker-room should be neat and clean and

well preserved.

The office of Google in Switzerland offers a better example how working environment canenhance the creativity and commitment of the employees in the organization. It should be aconcern that great job can never be great without proper working environment. This conditionalfactor has direct impact over the performance of the employees in the organization.

Status:

In every organization it should maintain an equal service and official manner for the employees.Rules and regulations should be precise and same for every individual. Dress up, name profiling,

name tagging these issues should properly maintain (Wheelhouse 2009). Same dealing andmanagement should put in the office. Equality among the employees is very important and thereshould have clear ideas over the confusing factors like how to get introduce, dealing with otheremployees and maintaining an official environment (Tomasevich 2008). In the transportation,parking areas and positions, special table in the dining; these should deal very carefully so thatno discrimination can take place in the office. It is not possible to give all employees same


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parking facilities, dining space in an office of thousand people. Sometimes meditation can playbig role in motivating people like in Hotel Oriental in Bangkok city, the authority send itsemployees to the temple to have a sense of purity (Tomasevic 2008). Celebration of different

days like the Christmas day or the 31st night or the New Year celebration can give a floor for theemployees to come close to each other and to know everyone better. These can help to make abrotherhood environment in the office and better for both the employees and the authority.

2.4.4. Environmental motivation

It is always better for the employees to find out his own motivational tools and strategies so that itcan be easy to reach by the HRM to meet his demand (Wheelhouse 2009). A better environmentcan initiate for the employees so that they can get self-motivation and it is better if the companypost a person to see and regulate the things (Kamery 2008). Self-motivation will enhance hisskills and will open up the environment free for everyone. This situation will make a differentscenario where employees can easily accept each other, share the problems, consult with eachother and most importantly a sense of positive attitudes towards the other employees will grow inmind that will help both the organization and the employees. A satisfied employee can makeother non-satisfied employee happy. It is not like that everyone will be equally act in that situationbut it is important to give a floor to everyone. Responsibility, commitment, dedication can rise

from such environment (Wheelhouse 2009).

Achievement:

It is common that everyone likes to resolve the complications and they like to challenge thedifficulties and determined to the desired goal. It is varied in different stage like an employeesometimes see his achievement in selling 2 dozen pens before 11 in the morning or selling 20

bottle drinks within 30 minutes in the evening (Wheelhouse 2009). If there is a proper situation,employees wil l get his reward automatically with the standard he or she deserves. Quality is animportant factor here.

Recognition:

To increase the productivity recognition is one of the most important motivational aspects(Wheelhouse 2009). Money does not play the main role in every situation. Different and attractiverecognition and rewarding like the day off, holiday package, training in the foreign country,certificate and gift transferring in front of the others employees play a big role to motivate and thisis unique in the pattern of recognition. Sometimes it is effective than a handsome salary (Bragg

2008). If the employees get proper recognition as they deserve it will lead them to go for betterachievement on behalf of the office (Jeffries 2009).

For a well recognition the employee should be-

Deserved

Speedy

Apparent as fair to all employees

Suitable for the effort consumed

Achievable

The work itself:


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If the employee gets satisfaction from his duty it is the paramount assurance for betterenhancement and effective involvement with the company activities. Meaningful work has betterattraction and an employee can better motivate if his skill, creativity and knowledge get respectedin the task he is assigned by the authority (Wheelhouse 2009).

There needs to reorganize the environment and positioning the job if it is needed. Task shouldassign with variety and according to the status. The satisfaction of the involvement leads to thesense of commitment among the employees.

Responsibility

Responsibility has close link with the motivation as well as the organizational development.Employees should have a sense of responsibil ity towards the job and the organization. If there iscontribution, there is commitment and it turns into a better relation between the workers and theorganization (Wheelhouse 2009). Responsibility should distribute by the manager and oneshould receive that much what he deserves in practice.

Growth and advancement

Promotional features are one of the most important strategies to motivate the employees. Thereare variations among the employees regarding the promotional features. Every employee doesnot deserve the role of manger as well they dont even want to. In many cases they are happywith their assigned job but they want to receive more training, skill and diversity in their currenttask (Wheelhouse 2009).

In fact there are thousand ways to motivate or incentivized the people but there are differences interms of receiving the facilities and playing accordingly. Some issues are important in putting asimportant motivational features (Memmott 2008). This are-

Linking the thinking and morals of the organization

Open door policy (be a good listener)Complaint measuresHonest tendency and belief towards the people and bring it into lightClarify the positioning and reasons for particular decision making processMeeting with the worker regularly and sharing viewsNotice sheets

These factors can give a better idea and can enhance the existing motivational patters which willhelp to make a better corporate practice in future.

2.5. Theory of motivation

To analyze the idea and the process of motivation is very difficult in academic approach (Alawi2008). To motivate the employee the management should learn first how to motivate them, whatare the motivational tools, what are the variations and the choice of the individual (Tanke 2008).The choice and motivational tools may be different among the employees of same status. TheHRM should consider these complexities. The interest and choice of the employees can bedifferent. In explaining the motivational factors there are many theories exist in the academicworld (Kanfer 2008, Pinder 2008). Motivation theory is practiced all over the world toconceptualize the issue of incentivized and motivate worker and as well as link up the issue withthe progress of the company. It focuses on the set of ideas that will deal the procedure. Somemajor theory has been included in the following-

2.5.1 Maslows hierarchy of needs

The most recent ideas about motivation are deal with the need theory (Alawi 2008). Thehierarchy of needs theory is the first theory on motivation which was introduced by Abraham HMaslow. According to him it is inherent to satisfy others in human character and they like to get


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satisfied in their position focusing the need (Alawi 2008). This theory presented in figure 2.1. Hecategorized the process in 5 stages and these are- physiological need, safety need, social need,self-esteem and actualization of oneself (Edlund and Nilsson 2009). The first 4 needs aredeficiency needs according to Maslow but final one is related to the advancement and position(Riedl 2009).

Figure 2.1: Maslows hierarchy of needs provided by Petcharak (2009, p. 15)

The need has a chronology that starts from the basic demand and finally it mixes with the statusconcern (Edlund and Nilsson 2009). The strongest analysis of Maslow is making a clearpositioning and prioritizes the needs and importance in bases on the stages of the growth whichstart from basic demands to the consumption attitude.

Physiological (basic) needs mean the demand that is obvious for the human being. It is thebeginning of Maslows theory (Maslow 1943). The basic need like the air, water, sex, food comesin this stage. The needs that are must for the living is concentrated in this stage. In the corporatesense this basic needs turns into the working environment, payment, basic legal rights in theoffice etc.

Safety and security needs come after the satisfaction from the physiological needs (Maslow1943). This demand arise to stabilize the situation and to make a balanced condition. Stable

society, justice, equality comes in this stage. Though these needs are close to the first need but itis different in law and order enforcement which is obvious for a vibrant society (Riedl 2009).Religious issue, social consequences are also integrated in this pattern. The main ideas toexpress in this level are to live in a peaceful society withy ensuring a better job, health concernand proper medical treatment (Efere 2008). In the business term this stage focus on the securityin the service and payment regularity as well the insurance in the job. Retirement facility is also abig issue in this analysis. In the office or in job the environment should be in favor of theemployees so that they can feel secure in the job (Jordan 2008).

Social needs can portray as friendship, adoration and fit in the society. To feel one of the unitedsocieties is the main concern in this stage (Efere 2008). Threat from loneliness, sharing ideas,

values, feelings and exchanging views with others in the society comes in this stage (Reidle2009). It is the human nature to stay in the society, belong into a group, sharing the ideas andlikeminded peoples association like the religious, ethnic, tribal etc. Alliance, friendliness,organizing behavior, human interaction, sharing and exchanging loves and affections arediscussed in the social needs (Efere and Jordan 2008).


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Self-esteem represent the desire of human mind like to attain, to express, to improve position,status concern, earning reputation and popularity (Efere 2008). Respecting oneself and receivingappreciation with focusing on the position and status comes to the studies in this stage. To live inthe society stability, create a better position, earning reputation and attaining self-confidence isimportant for the human being. It is in fact prestige issue in many cases rather than theimportance. Self-esteem derives from a tendency to dominate, to show up, to rule the situation orto control or manipulate the situation. In corporate world job position, salary scale, positioning,designation, promotional features turns to the idea of self-esteem (Jordan 2008).

Self-actualization is the highest stage of Maslows motivation theory. It is the situation to fulfillthe desire and sense of consumption bring into the light in this stage. It is like all things are yours.It creates a sense of manifest identity and desire. One can reach in this position i f he fulfills thebasic 4 needs as mentioned above (Maslow 1943). People who are self-actualized in maximumcases they are concerned about the individual growth forgetting the social condition (Riedl 2009).

The most important factor in the analysis of Maslow is putting the idea of needs and the stagesare revolutionary. Satisfaction gives the energy, create a strong position; Maslow first decoratedthis scene in academic language (Armstrong 2009). Recommending the challenge in the officialprocedure in the self-actualization process it is important to inspire the educational meaning and

strength in the developmental agenda (Jordan 2008). This theory gives a standard and positionto view the needs and demands and to act accordingly to fulfill the demand and need (Armstrong2009). This chronology is also very unique in terms of focusing in which stage one actuallybelonging and what are the recommendations regarding the needs (Adair 2009).

Maslow believed that there can be problem in both home and office regarding the officialdealings. It can have a negative impact in the overall performance of the employee. Desire toattain the goals can lead to the success for any employee if he is determined.

In fact there are some important features to satisfy the employees and it is stated in the book ofHuman resource Management written by Champagne and McAfee (Ramlall and Minneapolise

2009).


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Figure: 2.2 Summary of Maslows hierarchy of needs (Petcharak, 2009, p. 15)

In fact no theory is fully perfect in the world and there is debate against every thesis and theory.Maslow is not out of them. But the most important thing is the way he described the needscategorically is still relevant in analyzing the motivational aspects in all over the world in thecorporate world.

2.5.2 Fredrick Herzbergs motivation-hygiene theory (two factor theory)

The behavior and motivational linkage is strongly explained in the motivation-hygiene theory orthe two factor theory given by Frederick Herzberg. The causes of satisfaction or the problem inarising the discomfortment is clearly analyzed in this theory (Herzberg 1987). The factors ofsatisfaction or dissatisfaction is not same according to this theory. Its like the disappointment isnot contradictory to the consummation! This idea is explained in this two factor theory (Efere2008). Psychological and physiological needs are integarted in this theory (Herzberg 1987). Itsays that the motivational factor is involved with the psychological growth and hygiene factorlinked with the bodily sting escaping(Sachau 2009). The stages are incorporated with 6

categories and these are-

1. To Know further2. Understanding3. Creativeness


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4. Efficiency5. Uncertainty6. ActualProgress

It si all about the learning and achieving new skill. It is about promoting a relationship betweenthe fact and use the skill and knowledge in bringing new idea (Sachau 2009).

Maslows hierarchy of needs and Herzbergs two Factor theories (Sachau 2009)

In this figure 2.3 it shows that the motivation is connected with the performance of the staffs.According to the figure it indicates that managers have an important role the motivational patternand two factors incorporation with this theory. There are also different critics against this theory interms of the hygiene and motivational factor.

2.5.3 Douglas McGregor Theory X and Y

According to this theory it divides the people into 2 categories and in inspiring people there aretwo basic approaches in this theory and these are X and Y. X states that the employees ignorethe responsibility as they do not like the task given by the authority. They are not ambitious and in

this case it is must to threaten them to motivate further and change their attitudes. On the contrary,Y represents those employees who are ambitious, who expect to do better and also want moresatisfaction from the HRM of the company and regular motivational incentives is important in thisregard (Jordan 2008). This theory is based on assumption rather than the practical implication(Efere 2008).

2.5.4 Equity theory

This theory was given by John Stacy Adams in 1963, a behavioral psychologist and it focuses onthe motivational aspect in the corporate world. It says that workers expect reward but they alwaysnot satisfied only with what he achieved rather the relation between this award and achievementof other in same process (Ramlall and Minneapolis 2009).

It says that the motivational factor is connected with the ideas of fair treatment and judgmentregarding the motivational tools. It also indicates the tendency of the company towards the


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employee that means it focus mostly on the attitude and ethical position of rewarding (Efere2008).

An example of this theory presented in the table following-

Table 2.1: Equity theory (source: http://www.businessballs.com/adamsequitytheory.htm)

2.6 SUMMARY

There are various literature review has been integrated in this chapter. According to the deepstudy and findings it is found that the motivational aspect is closely connected with theperformance and success of the organization. The more motivational strategies a company followthe better outcome it receives in return. According to all theories analyzed it indicates that tomotivate the employees the authority need to know the process and factors of motivation first. Itshould intervene according to the needs of the employees. The company should focus on thedifference of individuals motivational patterns as it varies according to the level of status and

individual demand and expectation.

Chapter-3

Research Methodology

3.1 Introduction

The philosophy, approach, strategy and other techniques are used and an idea has beenprovided about how the research work conducted in the research and it is the main purpose ofthe research methodology. Research validity, research reliabil ity and ethical aspects of theresearch have also been included.
http://www.businessballs.com/adamsequitytheory.htm


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3.2 Research Philosophy

Saunders (2008) has stated that Research philosophy may be pragmatism, positivism, realismand interprevitism. A mixed or multiple method design has shown in the pragmatism philosophy;both quantitative and qualitative methods that ensure ability of working with variations can beapplied by the researchers. If a researcher can take positivistic philosophy than he or she willwork with an observable social reality and this is known as positivism (Saunders 2009). Realityindependent of human thoughts and beliefs is referred to as realism. Understanding differences

between human is imperative and this is been implied by interpretivism.

As the study is intended to evaluate the effects of motivation and employee satisfaction onorganizations growth so interpretivism philosophy is appropriate.

3.3 Research Approach

There are three types of research approaches that is widely used and they are - exploratory,descriptive and explanatory approach. Scholz and Tietje (2002) said that when the purpose ofresearch is developing hypothesis, models, or theories then the explanatory approach is useful.Event revealed with a reference along with a reference theory or model is been explained by the

descriptive approach. According to the theory of Scholz and Tietje (2002) explanatory approachhas been followed in this research because this approach is useful to test cause and effectrelationship.

3.4 Research Method

According to Saunders (2007) research methods can be divided into two parts qualitativemethod and quantitative research method. Qualitative research mainly involves a naturalistic andan explanatory approach. A research which is examined by mathematical process is known asquantitative research.

In order to substantiate their hypothesis, researchers demand qualitative as well as quantitativedata for their theoretical analysis. Numerical simplification and mixed model strategy has alsobeen regarded in this study.

Both qualitative and quantitative approach is used in mixed model analysis procedure. Byconsidering all the facts, mixed model has been applied in this study.

3.5 Survey Strategy

According to Yin (2003) five ways can be followed in the time of doing a research and they are case study, experiments, surveys, histories and an archival analysis. Case study is one of themost popular ways among this five. When the researcher includes how and why then the casestudy approach is suitable (Yin, 2003). Case study has been used as a research strategy in thisresearch.


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Figure- Types of case study designs (Yin, 2003)

As shown in the above figure the case study can be divided into four designs. The appropriatetype of case study for a desired purpose can be selected by the guideline provided by Yin (2003).Researchers decided to use single embedded case study after studying these types.

3.6 Case Selection

I have chosen Travelodge Hotel Company as the case company for this study.

3.7 Data collection method

Two types of data sources called primary and secondary prevail in the time of doing a researchstudy. The type of data that is important for the study is determined by the research topic.Secondary data are those data that has already been collected. According to Saunders (2009)Documentary, survey, and multiple these are the three types of data that can be used assecondary data.

A wide variety of source is used to collect data. There are some documentary sources that isused to collect data and they are - organization websites, journals, newspapers, and diaries,administrative and public records. Survey based secondary data sources are Governmentsurveys, academic surveys, and organization surveys. According to Saunders (2009), Industrystatistics and reports and government publications are some multiple sources from where thedata are mostly collected.

Primary data have been collected by interviewing the employees of pizza hut restaurant ltd. Themotivation behind working in this company and whether they are satisfied by working in thiscompany are the two main things to be explored by the research and for this reason new data is

necessary and will be collected. Secondary data also used to explore our above mentionedobjective. An article named What motivates employees according to over 40 years of motivationsurveys has used as guideline which enabled to collect data for this study. Our ranking questionhas been inspired by a survey based research conducted by Islam and Ismail (2008).

3.8 Sampling Technique

As it is costly and time consuming to collect data from the population so sampling is essential fordata collection. Sampling is concerned with the selection of a subset of individuals from within astatistical population to estimate characteristics of the whole population. Sampling can be said asthe process of collecting data from a small group of people rather from a large group (Saunders,

2009). Saunders (2009) also said that there two parts of sampling techniques and they are -probabilistic techniques and non-probabilistic techniques. Probabilistic technique of samplingmeans every unit in the population has the probability to be selected. When some components ofthe population have no chance to be selected or cant be accurately determined then it is callednon probabilistic technique. Saunders (2009) said that Subjective judgment is used as the basisof selecting non-probability sample. Non-probabilistic techniques have been chosen to select thesample from the population. A sample size of 40 has been selected for this dissertation.

3.9 Semi structured Interview

According to Bryman, 1989 and Creswell, 2007, semi-structured interview approach has been

the mostly used approach for collective in qualitative research. Combination of structured andunstructured interview is known as semi structured interview and this method is used in thisresearch.

3.10 Interview
http://en.wikipedia.org/wiki/Population_%28statistics%29


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The researcher has collected primary data by a semi-structured interview method. A relationshipwill be developed between the respondents and the interviewer by the prepared interviewschedule. UK interview have been taken place at the Travelodge Hotel Company.

3.11 Data Analysis & Presentation Method

To find out the meaning of the collected data, an analysis of collected primary qualitative datathrough interpreting the views and behaviors of the participants is done. Three steps-data

reduction, data display and drawing conclusion and making verification are followed in the timeof data analyis (Miles and Huberman, 1994).

According to Creswell (2007) the following activities have been followed as the data analysisprocess for the case study:

a. Data organization: Organizing collected data in a suitable order.b. Reading: Through reading of is made.c. Description: A description of the case and its context is made.d. Classification: To establish patterns a categorical aggregation is developede. Interpretation: Direct interpretation is done and naturalistic generalization is developed.

f. Representation and visualization: Present in-depth picture using narrative, tables, andfigures

To present and analyze the collected data I will follow above data analysis process and will alsouse descriptive statistics, graphical presentation, and frequency distribution.

3.12 Validity

Internal Validity

Whether the research finding match reality and how congruent the findings are with the study are

the two facts internal validity deals with (Merriam, 1998). Six basic strategies have also beenstated by Merriam (1998). Triangulation, member checks, and peer examination has beenutilized in this research among those basic strategies.

External Validity

According to Merriam (1998) to measure the generalizability of the results an external validity isused to measure the usability of the findings. To achieve external validity theoretical frameworkhas been used as one of the ways of doing this.

3.13 Reliability

Merriam (1998) stated that, it is necessary to maintain consistency between the collected dataand the results to make a study reliable. As human behavior is not a static phenomenon so it maychange over time. Stratified random sampling has been used in this study to improve theaccuracy/efficiency of estimation. There is no possibil ity of arising question about reliability asthe researcher himself conducted the interviews.

3.14 Ethical Considerations:

Ethical consideration is very vital in research studies. It is necessary to take ethical approvalbefore proceeding further. According to Saunders (2007) the rights of participants in a case of isbeing affected by the research work and research ethics are the suitability of a researchersbehavior regarding this right. It is necessary for the researcher to know Code of Ethical Conductfor Research. The researcher needs to pay attention to maintain ethical matters. I will notmention participants name in the question paper to keep them remain anonymous. Researcher isnot allowed to write the name of the respondent.


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Chapter-4

Empirical Study, Findings, & Analysis

4.1 Overview of the Empirical Study

In order to achieve the objectives of the research, the researcher has completed a sampleanalysis by collecting data from the employees of a hotel namely Travelodge which is situated inthe city of London. With a view of this regard, the researcher has collected a sample of fortyemployees of that hotel. After that, the interview among the employees has been conducted.There are fifteen questions regarding the satisfaction and motivation of employees of anorganization.

4.2 Interviews Procedure

In case of this study, the semi-structured process of interview has been used by the researcher.The researcher has chosen this method because he has the proper knowledge on whatinformation is to be important and thereby, made the questionnaire in accordance with that. Everyinterviewee was asked each question in a same order as of the other. Some open endedquestions are included in the question paper to judge the interviewees personal perceptions and

judgment.

Here is given the process of the completion of the interview among the employees of Travelodge-

Through taking reference from the research done by Wiley (1997), the questions of the interviewprocess were made complete. The questions were made easy and short enough to think easilyfor those questions. Every question was made complete in a process where interviewees had toprioritize all the 5 factors related with motivation. These 5 factors have been collected from the 10factors which were the basis of the researches done over last 40 years. Again, for constructingthe question paper, several theories of motivation have come to help. Examples of such theoriesare- the theory of hierarchy of needs provided by Abraham Maslow, the theory of motivation-hygiene provided by Herzberg, the theory of four factors provided by Paul Lawrence and so on.

As Bryman & Bell (2007) emphasized on recording The sheet of Face, the researcher made asection for the interviewees to fill up their position in their job, their age and also their gender.The interviewees were asked to take their mental preparation. After that, the researcher informedthem about the subject of research and interview purpose to the responsible person of

Travelodge hotel. Then on 24th September at 10 am and 25th September 10 am visiting theTravelodge premises and distributing the questions interviews were started.

4.3 Findings & Analysis

4.3.1 Findings of Sample Characteristics

The size of the sample of employees was 40. Among these, male were 28 employees andfemale were 12 employees. To identify any effect of the factor of gender in the motivation of theemployees, the sample was combined with both male and female employees.


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4.3.2 Findings & Analysis of Each Question of the Survey

Q1: Can you tell us a little about your background - education and work experiences andhow long have you been working in this organization?

It was found that the twenty employees were educated well and among the employees, some areexperienced in various hotel and restaurant work. Max, Subway, Domino and Papa John weresome restaurants where some employees worked previously and then they entered Travelodge.

Again, Accor hotel, Grand Plaza Serviced Apartments, Radisson Edwardian were some hotelswhere some employees worked and after that, they entered Travelodge. Fifteen employees havegraduation from various renowned universities around the world on the topic of hotelmanagement. There is a question in the question paper regarding the duration of working inTravelodge. There are three options for this question. The first option is less than six months, the

second option is from six months to one year, and the last option is over one year. While doingthe interview, it is found that 5 interviewees consisting twenty five percent of the sample, havechosen the first option, 7 interviewees consisting thirty five percent have chosen the secondchoice and finally, 8 interviewees consisting forty percent have chosen the last option. This resultis depicted through the figure provided below-


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Q2. Which section do you usually work in (You can select more than one)?

There is a question in the question paper about the section of work by the researcher and thereason doing this is to gather information about the job environment. The reply has beencontained that reception is the workplace of thee interviewees, bar-caf is the workplace oftwenty six interviewees and finally, house-keeping is the workplace of eleven interviewees. Thisresult has been depicted below-

Q3: What motivates you in your work?

There is a direct relationship of this question with the main question of the research concerned.The reply of this question to all of the employees varies interviewee to interviewee. Theinterviewees regard this question as a private one. The common motivation of all of theinterviewees is the dynamic nature of the work at Travelodge. As a result, the employees can getrid of the monotonous continuous work pressure. It is the culture of Travelodge to decentralize itsdecision making authority to the subordinates. The work routine at Travelodge is much flexible.

And as part of the culture of the organization, the management of Travelodge encouragescreativity and challenge in the workplace. As a result, employees find it enjoyable to work atTravelodge and try their utmost to work with ultimate diligence. Some employees have to sharetheir time with family, at this point, they have the privilege to select flexible schedule of work. On

the other hand, good organizational culture and work policies also work as driver of themotivation among the employees at Travelodge. Again, in the question paper, there is questionregarding any practical work faced by the employees in the workplace. In the reply, theinterviewees said that they were interested engaging in the workplace although they had thechance to render their effort to accomplish the objectives determined by the organization. In anutshell, it can be said that major determinants for motivating the employees at Travelodge are-decentralization of decision making authority among the employees, flexibility of the workschedule, coordination of all of the activities properly, friendly relation between the superior andthe subordinates, organizational ethics, organizational culture and so on.

In order to be informed about the desired work environment of the employees, this question hasbeen asked to them. Through the reply of this, the keen full environment in the workplace will beidentified. Con enial work lace which is also secured will increase em lo ee motivation to work


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their best in the organization. In turn, employee satisfaction is increased and they are willing togive their best efforts for the development of their organization. Such situation helps organizationachieve its ultimate goals. However, after analyzing the answers, it is obvious that at Travelodge,fifty five percent employees have satisfaction and twenty five percent employees have aboveaverage satisfaction in their workplace. Once again, Total eighty percent employees have fullsatisfaction regarding their work environment, around ten percent employees have fulldissatisfaction while five percent employees have little dissatisfaction and the residualemployees have neutrality regarding their work environment. At this point, it is clear that there is a

congenial work environment in Travelodge which depicts the satisfaction of majority of theemployees. This result has been depicted in the diagram shown below-

Q5: Are you satisfied with the pay?

As the variety in human nature, employees at every organization also have variety in theirsources of motivation. Some employees believe that high amount of salary will motivate themmore as they see that this increase their status in the organization. According to the survey doneamong the employees at Travelodge, it has been shown that among the sample containing fortyemployees, current payment schedule satisfies twenty four interviewees, that payment satisfies toa little extent to ten interviewees, it dissatisfies to a little extent to two interviewees, it dissatisfiesfully to two interviewees and the residual two interviewees have little concern regarding thepayment schedule. This result has been depicted in the diagram shown below-


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Q6: Are you satisfied with the promotion prospect?

The prospect of promotion is a factor of motivation. It is a general perception that good workenvironment will motivate the employees. Again, the opportunity of promotion helps theemployees feel as an integral part of the organization and then, their diligence, work speedeverything increase. After analyzing the research done among the employees of Travelodge, it isfound that through the prospect of promotion, forty percent employees have high satisfaction, fiftypercent employees have satisfaction, and five percent employees have dissatisfaction regardingthe level of promotion at Travelodge. Studies also showed that around ninety percent employeesat Travelodge believe that their organization has chosen the right strategies regarding theprospect of promotion. Hence, employees at Travelodge have satisfaction about theorganizational policies of Travelodge. The result of this research has been depicted below-

Q7: Are you satisfied with the Individual growth & career development?

Individual growth and career development work as a motivator for many employees while it doesnot work as a motivator for other employees. This view is also true for employees at Travelodge.

Not all the employees in this company are motivated through their individual growth and careerdevelopment. These two factors motivate majority of the employees to work at their best level fortheir organization. However, around fifty percent employees at Travelodge believe that theirorganization has chosen rightly the individuals who believe in growth and career developmentalong with the organizational development. On the other hand, around forty percent employees


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have satisfaction regarding these two factors while around five percent employees havedissatisfaction regarding these two factors. From this, it is obvious that majority percent of theemployees at Travelodge are satisfied regarding individual growth and career development. Thisresult has been depicted through the diagram provided below-

Q8: Are you satisfied regarding the relationship with your colleagues and managers?

An important motivator for all the employees at every organization is the good relationshipbetween the superior and subordinates and the friendly relationship among the employees. Ifsuch relationship exists in the workplace, employees can do their task more easily and they canhappily accomplish any excess work scheduled by their supervisor. All these result in a goodwork environment and ultimately the goal of the organization is achieved easily. Although the

empirical studies show that these good relationships have lesser impact on the motivation levelof the employees. Research done among the employees of Travelodge also supports this view.Around fifteen percent of the employees have indifference regarding this issue. This refers to thefact that the correlation between the good relationship and job satisfaction is almost zero. On thecontrary, around seventy percent employees have satisfaction regarding the good relationship.The result of this study has been depicted below-


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According to the result depicted in the table given above, it is obvious that the employees at

Travelodge prioritized a good environment in the workplace, individual development and thecareer growth first. They also viewed the friendly relation with the superiors and peers and theprospect of promotion as the next motivational factors.

Q11. What is your opinion about empowerment in the work place?

Almost all of the employees find it congenial to work in the workplace if they are empowered inthe workplace. Empowerment means the decentralization of the authorial power among thesubordinates. It is also a precondition for a flexible work environment. Through the empowerment

of the employees, it is possible to take a quick and appropriate decision in a dynamic andchanging work environment. Since employees have the close touch with the customers, they canknow the issues they give importance. So, according to that information, employees can changeor reform their existing policies or make new policies for the customers. Again, due to theflexibil ity of the workplace, employees can give their best effort for the organization even aftermaintaining their family matters properly. Hence, the importance of empowering the employees isobviously clear. After analyzing the result found in the research done among the employees ofTravelodge, it is clear that the employees at Travelodge put greater importance on thedecentralization of authority, information access, the structure of the organization, the culture ofthe organization, and the style of leadership etc. And Travelodge has a favorable situation for allof the factors described immediately before. Therefore, employees at Travelodge have

satisfaction regarding their empowerment in the organization.

Q12. Are you being praised for your good work in the work place?

All of the human beings want to be praised for their work both in their family matters and also intheir workplace. This fact is not different from the case of employees of an organization. In fact,praise is such a motivator for which there is no cost but the impact is long lasting. When anemployee is praised, he or she feels his or her importance in the organization and after that he orshe tries his or her utmost to give the best effort for the organization. Praise turn an employee into

a loyal employee and this loyalty lasts for a long time. In Travelodge, the management alwaysmotivates the employees through providing honor for their praiseworthy work. It is found thatninety percent of the employees at Travelodge have been praised for their good work. The resulthas been depicted through the diagram provided below-


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Q13. If you face any problem while working, does your manager take time to discuss theissue and try to solve it?

A necessary condition of a good workplace is the good and structured relationship between themangers and the employees. The outcome of such a condition is very important for the success

of the organization. For this reason, when any problem is faced by the employees, they bring thatto the managers, and then managers give time to the employees for solving that problem.Through this process, both of them can share their view and come to a solution. After analyzingthe result found through the research done among the employees at Travelodge, it has beenfound that managers at Travelodge give time to their employees for solving any problems facedby the employees. Eighty percent of the employees reply in the affirmative and say that theirmanagers give them time to solve any problem and help in this regard. On the other hand, twentypercent of the employees reply in the negative and say that their mangers do not give time tothem for solving any problems. However, from the analysis, it is obvious that managers atTravelodge are helpful to their employees and try for the development of their employees, whichin turn help the goals of the organization to be achieved. This result found at Travelodge has

been depicted through the diagram provided below-


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Q14. Do you feel safe working in the current environment in your workplace?

An important factor of motivation and also an essential condition for continuing work in anyorganization is the safety of the workplace. Safety refers to both the physical safety and the safetyor security of the job. Security of the job means that the employers will not fire off the employeesat any time without any appropriate reason. The result found in the Travelodge employees statethat ninety percent of the employees at Travelodge which comprises eighteen employees

recognize that there is safety in their workplace. While ten percent of the employees comprisingonly two employees recognize that there is little safety in their workplace. However, it is obviousfrom the reply of majority of the employees that the work environment at Travelodge is safeenough to satisfy the employees. This safety of the workplace motivates the employees highly towork at their best level for their organization.

Q15. What type of reward (i.e. bonus, discount) you prefer as recognition of your goodwork?

Every human being wants reward for their good work. Employees in an organization are notdeviated from this want. In fact, employees are motivated highly when they receive any reward

from their superiors as recognition for their work. This reward may be bonus or may be discountor in the other form. Recognition for good work increases the status of an employee in theorganization. This increased status results in more loyalty of the employees to their organization.They feel themselves as an important part of their organization. Their level of dil igence for theirwork to attain the objectives and goals of the organization is increased by leaps and bounds. Allthese matters help create a work environment that is congenial to the employees. This improvesthe relationship between the management and the employees and among the employees.Employees at Travelodge state that their superiors provide them rewards for their good work.Sometimes this reward is given in financial form such as bonus, performance stocks, profitsharing etc. and sometimes this is given as a non-financial form such as praise, promotionalactivity, giving some extent of authorial power, recognition etc.

4.3.3 Measure of Employee Satisfaction

An index can be calculated in three ways; such as direct calculation method, the percentagemethod and the weighted average method. In this research to calculate the level of staff


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satisfaction index (Si) and the importance of satisfaction factor indications index (Vi) theresearcher has used the weighted average method.


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4.3.4 Importance-Satisfaction Matrix Analysis

Earlier, the researcher has used the staff satisfaction index to calculate a score of satisfaction foreach indicator. Now I have to calculate the importance of each indicator. In the question nine thesample staffs were asked to rank the given factors most important to least important where rank 1means most important and rank 5 means least important. After collecting the ranking factors Ihave used 1point for Unimportant, 2 points for Less important, 3 points for Neutral, 4 points forImportant, 5 points for Very important.

The importance of satisfaction indicators can be calculated by the index as follows:


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Importance index schedule of all 5 satisfaction indicator factors:

The following Importance-Satisfaction Matrix has been drawn by me after calculating the score ofeach indicators expected value and perceived value. S is used to show perceived value and Y isused to show expected value. To analyze the customer perceived value (Si) together with theexpectation value (Vi) a matrix has been used.

The average satisfaction S= (15.2+17.2+16.6+14.8+12)/5=15.16 and the importance averageV=4.14 so, the total average score as X=S+V2 so, X=9.65.

Vertical axis indicates expected value of satisfaction and horizontal axis indicates perceived

value of satisfaction in the importance-satisfaction matrix. It is necessary for the organization tomaintain the motivation level when the expected value of satisfaction and perceived value ofsatisfaction both are low. When the expected value of satisfaction and perceived value ofsatisfaction both are high again the organization needs to maintain the motivation level becausemotivational factors in this area are not important to the employees. The organization should


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Total average (X)

Oval: X4

B

Oval: X3 Oval: X1

C

Oval: X5

A

Oval: X2

D

Total average (X)Expected value (Vi )

Low

emphasize on the regarding factors only when the expected value of satisfaction is high but theperceived value of satisfaction is low. The organization should deemphasize on such factorswhen the expected value of satisfaction is low but the perceived value of satisfaction is high. Box

A shows low perceived value and low expected value in the following importance-satisfactionmatrix. Box C represents high perceived value and high expected value. Similarly Box Brepresents low perceived value and high expected value. And box D represents high perceivedvalue and low expected value.

High

It was found in the study that satisfaction indicators X1, X2, X3 are higher than averagesatisfaction score; so, they should be located to the right of the vertical average line. X1, X3 andX4 should be located above transverse average line as the importances of these indicators arehigher than the average importance value. X2 and X5 should be located below transverseaverage line because their importances are lower than the average importance value.

In box-A, X5 indicates the staffs in the Travelodge have lower satisfaction from this indicator andalso have lower expected satisfaction and here X5 indicates the satisfaction from healthrelationship with supervisor and colleagues. Though now the staffs have lower expectedsatisfaction any time it can high so the Travelodge should take care of the fact that any time theexpected satisfaction may be higher from its present lower expected satisfaction level. In box C,the satisfaction indicators X1 and X3 indicate that staffs have high expectation also have highsatisfaction. These two factors should be carefully monitored by Travelodge. The staffs with highexpected satisfaction regarding Growth & career development but with lower perceivedsatisfaction is indicated by the satisfaction indicator X4. Travelodge should specially consider or


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emphasize this factor to satisfy and motivate the staffs.

At last it can be said that Overall satisfaction of the staffs at the Travelodge is in satisfactory leveland it is possible to increase it further by giving attention on the Growth & Career development.

4.4 Analysis of Motivational Factors Considering Empirical Findings

The major five motivational factors are good working condition, Career development, theprospect of promotion, attractive salary and a good relationship with peers and the superiors.There are also other factors. But these five are the majors. At Travelodge, there exists a goodcondition in the workplace which helps employees feel safe and secure. There are also manyprospects for the employees to develop their career at Travelodge. The management of thecompany provides the promotion opportunity to the worthy employees. The salary given to theemployees is high enough to satisfy them On the other hand, there is a very congenial andhealthy environment at Travelodge because the relationship between management andemployees is very good. Therefore, it can be said that all these five factors help motivate theemployees and bring success in the organization. So, motivation is very important factor.

Empirical studies done in all other organizational environment also support this view. In fact, oneof the most important factors for an organization to be succeeded is the motivation among itsemployees. Sometimes, a firm may lack proper resources it needs. But, through driving high levelof motivation among the employees, it has found that success has been achieved also in suchfirms lacking resources.

4.5 Summary

The important motivational factors in the modern business environment are the flexibility of the

work schedule, a healthy relationship between the management and the employees, the growthof career development, reward for good work, promotion prospect, attractive salary etc. Thesefactors motivate almost majority of the employees in any organization. Although there havenegative motivation in some workplace, these positive factors motivate employees greatly. Thisautomatically makes them loyal to the organization. It is inherent in the motivated employees towork best for their organization. And this matter helps attain the final goal of an organizationwhich is to maximize the wealth of shareholders. However, both in the past and present time,motivation leads to the organizational success. If a firm possesses many resources, withoutmotivation among the employees, those resources will not be utilized and hence, this waste ofresources leads to organizational failure. So, it obvious from the analysis that human is one of themost important resources for any type of organization. And motivation makes these human

resources into such assets which is a must for the overall development of the organization. Theimportance of motivation is beyond describing in words.

CHAPTER-5

CONCLUSION & RECOMMENDATION


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5.1 STUDY SUMMARY

It is the desire of every organization and business to be successful and to get constant progress.Organizations regardless of size, technology and market focus are facing employee retentionchallenges as the current era is highly competitive. It is necessary to create and maintain a strongand positive relationship and bonding between employees and their organizations to overcomethis restraint. As human resource or employees of any organization are the most important part sothey need to be influenced and persuaded towards tasks fulfillment.

It is obvious that employees play an important role in the success or failure of any organization orindustry. As (Pfeffer, 2009) argues human capital has long been held to be a critical resource inmost firms. Hotel industry is a very important component of the tourism industry, because itsatisfies one of the most important needs of the tourist which is accommodation. Hotels are not

just for accommodation, they have some other services such as restaurants, swimming pools,tennis play ground, etc. Most of the countries in the world are trying to develop their hotels so thatthey could attract more tourists to their countries and therefore to improve their hospitality andtourism industry. The employees play the key role in the success of th

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