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An exploratory analysis of the motivational factors that impacts the performance of front line staff in an Irish Financial Institution.

Moylan, Justine (2015) An exploratory analysis of the motivational factors that impacts the performance of front line staff in an Irish Financial Institution. Masters thesis, Dublin, National College of Ireland.

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Abstract

This dissertation explores the motivational factors that affect the performance of frontline employees in an Irish Financial Institution. Following five years of deep recession, Financial Institutions are yet again experiencing an increase in demand for financial products and services as Ireland’s economy and property market recovers. As a result of this resurge of interest, competition between Irish Financial Institutions is yet again prevalent.

Frontline employees are the face of Financial Institution, responsible for retaining customers and attracting new customers of the organisation therefore their motivation has a significant impact on the organisations overall performance.

The researcher firstly conducted lengthily researched the phenomena of motivation discussed in previous academic literature. They then proceeded to create a hypothesis based on previous literature in the employee motivation field, which formed a premise for the study.

They then proceeded to investigate the motivational factors that impact the performance of frontline employees in an Irish Financial Institution. Taking a qualitative approach, the researcher completed three face-to-face focus groups; two groups of four frontline employees are one group of four managers.

From this primary data, the researcher analyses the data through a reliable research method (Constant Comparison Method) and from this identifies five key motivational factors, which affect employee motivation in the Financial Institution.

The researched highlights any disconnections between managers and frontline employees on what does motivation frontline employees following both focus groups and finally makes a recommendation what can be introduced to increase motivation and on further studies.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HG Finance > Financial Services
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Motivation
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management
Divisions: School of Business > Masters of Science in Management
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 12 Oct 2015 10:30
Last Modified: 12 Oct 2015 10:30
URI: http://trap.ncirl.ie/id/eprint/2058

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