TRAP@NCI

The core HR Practices in the retail sector in Ireland and their role on Service Quality and the level of satisfaction and loyalty found in both Employee and Customers

Anago, Chinwe R. (2016) The core HR Practices in the retail sector in Ireland and their role on Service Quality and the level of satisfaction and loyalty found in both Employee and Customers. Masters thesis, Dublin, National College of Ireland.

[img]
Preview
PDF (Master of Arts)
Download (2MB) | Preview

Abstract

The search to achieve more among retail organizations is increasing. Therefore, organization obligation towards improving their HR practices is believed to be proficiency in retail industry. In Ireland there are several economic drivers with the retail industry being the most recognisable. Retail business success in today’s competitive markets requires a high understanding and respect of the customer and employee. The way employees deliver services to customers determines the organisation’s success and failure.

This study examines the role of core HR Practices in the retail sector in Ireland and their impact on service quality and their level of satisfaction and loyalty found in both employees and customers. The link between HR practices, service quality and employee and customer satisfaction and loyalty is explored.

The research draws on what has been discussed previously by various academics by seeking to observe whether HR practices have a significate role on service quality, employees and customers in the retail sector in Ireland. The core HR practices that will be covered in this research consist of recruitment and selection, training and development, performance management, performance appraisal and employee rewards. Seven theoretically-based hypotheses are developed, showing possible positive and negative relationships from the findings and respondents rates. This research uses a quantitative approach that consists of two online questionnaires one for employees and one for customers which test the satisfaction and loyalty of both employees and customers’ findings. T-test associate model is used for testing. It is hoped that this study will help academics and human resource in retail industry as well as other organisation.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Retail Industry
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 02 Nov 2016 11:12
Last Modified: 02 Nov 2016 11:12
URI: http://trap.ncirl.ie/id/eprint/2291

Actions (login required)

View Item View Item