The Level of Employee Satisfaction and Commitment at Lloyds TSB Bank (Front Desk Staff)



CHAPTER 1: INTRODUCTION3

Background of the Problem3

Aim of the Study5

Objectives of the study5

Significance of the Problem6

Research Questions7

Time Scale7

Gantt chart8

CHAPTER 2: REVIEW OF THE LITERATURE9

Performance Management of Employees9

Job Satisfaction10

Maslow's “Hierarchy of Needs”10

Herzberg's Two-Factor Model12

Factors that influence job satisfaction13

Organisational Communication13

Compensation and Benefits14

Organisational Commitment16

Continuance Commitment20

HR Policies and Practices22

CHAPTER 3: METHODOLOGY25

Research Design25

Target Population26

Sampling Method26

Study Variable27

Data Collection27

Research Instrument28

Reliability and Validity29

Ethical Considerations29

REFERENCES31

CHAPTER 1: INTRODUCTION

Background of the Problem

Lloyds TSB Group is one of the leading organisations of United Kingdom. More than 88,000 employees are employed in United Kingdom and it is having around 2940 branches that involved in international banking operations in more than 30 countries around the world. The head quarter of Lloyds TSB is at 25 Gresham Street in London, United Kingdom. Currently, it is serving more than 30 million customers and it is operating in a wide range of financial markets, which includes private and personal banking, insurance, mortgages and corporate banking. The Lloyds TSB is operating on an international scale and is competing within immensely changing markets for delivering financial services to business and personal customers (Najafi, 2011, p.5241). The customers are served with quality financial services 24/7 a day, which is helping Lloyds TSB in maintaining effective position in the marketplace. Customer service management of Lloyds TSB is based on exceptionally talented process that is helping the organisation in managing its customer needs. The human resource management department of Lloyds TSB is working effectively in maintaining and hiring quality human resources that could help the organisation in managing the customer base.

The front desk staff of Lloyds TSB is given effective trainings that could help them in managing the assigned goals and tasks. The job description of frond desk staff mainly focuses on customer facilitation and support that cannot be effectively managed without effective and relevant skills, knowledge and capabilities. Innovative human resource management policies and procedures are established within the organisation for managing human resources of the organisation (Meyer; Stanley & Parfyonova, 2012, p.1). The human resource management department of Lloyds TSB is having highly motivated and committed employees, who have been able to maintain highest level of performance and productivity in the entire duration. At an initial level there were some issues related to human resource management but after keenly observing the loopholes and placing effective practices and procedures, the organisation was able to recover all these issues. The latest HR policies and procedures of Lloyds TSB were able to keep effective organisational commitment in its entire branches (Meyer & Maltin, 2010, p.323).

The front desk staff of the Lloyds TSB is given continuous trainings related to customer relationship management for bringing improvement in the CRM process of the organisation. The flexible working policy is also of great importance for the employees of Lloyds TSB, as it is helping the employees in having balance between work and personal life. The employees are given opportunity to work in flexible timings for achieving effective work-life balance (Mathew & ...