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Chapter- Four

Findings, analysis and discussions 4.1. Introduction The fourth chapter is the entire result of the whole research done by the researcher. The aim and the purpose of this research are to provide the idea about the results and the findings from the research. This chapter analysis and discuss the results of this research reports of the primary research with the special reference of the secondary research. The first part of this chapter focus on the findings from the questionnaire and the second part of the research concentrates on the findings and analysis of the findings from the observation method of data collection by the researcher. 4.2. Findings, analysis and discussions (questionnaires) QN: 1- please specify your age Options 18- 30 31 -40 41-50 51-60 Above 61 Total No of respondents 14 47 21 15 3 100 Percentages of sample 14 % 47 % 21 % 15 % 3% 100 %

50 45 40 35 30 25 20 15 10 5 0 18- 30 31 -40 41-50 51-60 Above 61

The question in the research has started with the demographic information of the respondents. The first information asked by the researcher was the age group of the respondents. The aim of this question in the research is to identify the proportion of the respondents in various age groups in this research. The researcher aimed to identify approach of the various customers about the research questions in this research. The participants of this research were from various age groups and all the age groups have its own representatives in this research. The majority of the respondents (47%) were from the age group of 31 to 40. The second position goes to the age group of 41 to 50 and the representation of this group is 21% of the respondents. The 15% of the respondents were from the age group of 51 to 60. The 14% of the respondents was from the age group of 18 to 30. There were only 3% of the respondents from the age group of above 61. The age group is important. The aged respondents are strict in the cultural factors in the purchase decision. The aged people are strict with the factors related to the culture.

QN: 2- The educational qualification of the respondent

Options A level Graduation Masters degree PhD Total

No of respondents 16 43 39 2 100

Percentage of sample 16% 43 % 39 % 2% 100 %

45 40 35 30 25 20 15 10 5 0 A level Graduation Masters degree PhD

The second demographic information about the respondent was about the educational qualification of the respondents in the research. The researcher has an intention to the awareness of the respondents about the international business management, culture and globalization. The respondents in this research were educated. Graduation holders in this research are almost 43%. 39% of the respondents are masters degree holders. 16% of the respondents were A level educated. Among the respondents in the research are PhD holders. The level of education of the respondents has significant role in the research. The researcher must be able to answer the questions perfectly.

QN: 3 Please specify your gender Options Male No of respondents 61 Percentage of sample 61 %

Female Total

49 100

49 % 100 %

The third question in the research was about the gender of the respondents in the research. The research needs to identify the gender of the respondents and there are changes in the view and response of the male and female respondents. The research tried to keep the proportion of the respondents in equal. 61 % of respondents in this research were men and the 39% of the respondents were female. The research is related to the culture in the e-business and the opinions of the male and female candidates are different in nature. The researcher has identified the difference in the research and this is a major factor in the research data collection

QN: 4 The nationality Options Indian No of respondents 90 Percentage of sample 90%

Others Total

10 100

10% 100%

90 80 70 60 50 40 30 20 10 0 Indian Others

The fourth question in this research was about the nationality of the respondents participated in the research. The aim of this information in the research is to identify the nationality of the respondents. The United Kingdom is the centre of many nationalities and the cultures and the joining place of various religions. The opinion of the customers in the impact of their culture in the purchase decision and others depends on the nationality also. As the wish of the researchers in this research, the researcher has found a combination of respondents from a variety of nationalities in this research. Among the 100 respondents in this questionnaire, 90% of the respondents were from India and 10 % from other nation. The researcher has identified the changes in the opinion of the British and the other nationalities. This is because of the difference in the culture and the research has taken place in the United Kingdom. QN- 5: In the international marketing, a company needs to access the culture of the country. What is your opinion? Options No of respondents Percentage of samples

Agree Strongly agree Disagree Strongly disagree Total

37 31 22 10 100

37 % 31 % 22 % 10 % 100 %

40 35 30 25 20 15 10 5 0 Agree Strongly agree Disagree Strongly disagree

The aim of this question is to identify opinion of the respondents about the need of the assessment about the cultural background of the country to which the company needs to enter or market the products and services. The research has received and evaluated and good responses from the researchers. Respondents have replied to this research question carefully. The majority of the respondents agreed with the research, the 37 % of the respondents agreed with the researcher, and the 31% of the respondents were strongly disagreed with the researcher. On the same time, 22% of the respondents replied as disagreeing and 10 % of the respondents strongly disagreed with the researcher. The disagreed respondents think that the companies need not want to accesses the culture of the new country to start the marketing and the business. The research report shows that the companies must have the clear idea about the cultural background of the countries in which they want to market and sell the product and services. The assessments of the culture will help the companies to identify the importance of the

culture and this will help the company to market the products and service as suits to the culture in the countries.

QN: 6 Do you think that religion has a role in the e-business? Options Yes No Total No of respondents 64 36 100 Percentage of sample 64 % 36 % 100 %

70 60 50 40 30 20 10 0 Yes No

The aim of this question in this research is to identify the importance of religion to the customers while they approach the company for the products and services in the market. The researcher has asked this question to identify the importance of the assessment of the religious background of the country. 64 % of the respondents in the research responded that the company needs to accesses the religious background of the country and the importance of the access of the religious background of the people. 36 % of the respondents in this research responded that the analysis of religion in the host country is not needed. The religious background of the country is important in the international marketing. The cultural background of the country is related to the religious background of the country. The

companies in the e-business needs to assess the religious beliefs of the country. The research results shows that the responses from the participants that the religious will be taken care by the customers carefully.

QN 7: Do you agree that the cultural factors will affect the employees in the company?

Options Yes No Total

No of respondents 51 49 100

Percentage of sample 51 % 49 % 100 %

14 12 10 8 6 4 2 0 Disagree Strongly disagree

The aim of this question is to identify the importance and the relationship with the employees in the companies and the cultural factors in the international marketing. The employees for international operations of a country are two different kinds. The employees will be recruited from the home countries and will be selected from the host countries. 51% of the respondents had the opinion that the employees will be affected by the cultural difference in the countries. 49% of the respondents replied that the cultural factors did not

affect the employees in the business operations. There is no major difference in the opinion in the respondents. The employees also will be affected in the cultural factors of the host country. In the Middle East the companies, the employees need to follow thee culture of the Middle East. The cultural and the religious back ground of the Muslim religion affect the employees very much in these countries. The religious background of these countries forces the employees to follow the rules of these countries. On the same time the countries like United Kingdom, India and other well developed countries do not force the employees to follow any religious belief and allow them take decision on the cultural factors.

QN 8: The e-business department of the companies needs to market research before the entry to the new countries. Do you agree with this statements or not?

Options Agree Strongly agree Disagree Strongly disagree Total

No of respondents 39 38 14 9 100

Percentage of samples 39 % 38 % 14 % 9% 100 %

40 35 30 25 20 15 10 5 0 Agree Strongly agree Disagree Strongly disagree

The aim of this research was to identify the need of the market research by the international companies in the e-business management. The research has a wide variety of supportive and non-supportive answers to this question. The majority of the respondents support the need of the market research by the e-business department of the company. 39 % of the respondents agreed and 38% of the respondents strongly agreed with the researcher and stated that the companies need to do the marketing research when they go for the international marketing. On the same time, the respondents disagreed with the researcher. 14% of the respondents disagreed and 9% of the respondents strongly disagreed with the researcher. The opinion of the respondents in this research proves and underlines that the companies needs to conduct the marketing research when they go for the international marketing,. The marketing research will help the identify all the other factors which positively and negatively affect the marketing decisions of the company within the company. Therefore, the impact of the marketing decision taken by the company is important. The advantages from the market research is not limited to identify the cultural factors of the company

Q.9

Do you agree with the researcher that the cultural factors affect the acceptance of E banking in India? Options Agree Strongly agree Disagree Strongly dis agree Total No of respondents 47 34 15 4 100 Percentage of sample 47 % 34 % 15 % 4% 100 %

100 90 80 70 60 50 40 30 20 10 0 Agree Strongly agree Disagree Strongly dis agree Total

The aim of this question in the research is to get an idea about the opinion of the participants in the research in about the role of culture in the adoption of the e-banking in the Indian banking industry. The major focus of the research was about the cultural factors that affects the e-banking in the country. The summary of the research result is deatilled in the coming sections in the research. The majority of the respondents the research agree with the researcher that the cultural factors affect the acceptance of E banking in India. Among the respondents in the research the 47 % of the respondents in the agree with the researcher and 34 % of the respondents in the

research strongly agree with the research. In the mean time the some of the respondents in the research disagreed with the opinion of the researcher. 15 % of the respondents in the research dis agreed and 4 of the customers strongly disagree with the researcher and think that cultural factors affect the acceptance of E banking in India

Question six Do you agree that e-banking in India is an important factor in the banking industry?

Options Agree Strongly agree Disagree Strongly dis agree Total

No of respondents 39 48 8 5 100

Percentage of sample 39 % 48 % 8% 5% 100 %

50 45 40 35 30 25 20 15 10 5 0 Agree Strongly agree Disagree Strongly dis agree

The aim of this question in the research is to get an idea about the importance e-banking in the banking industry in India. The aim of this question is to get an idea about opinion of the people about the need of the adoption of e banking in India. The opinion of the employees is detailed here. The majority of the respondents in the is important in India. 39 % of the

research have the opinion that adoption of e-banking

respondents agreed that 48 % of the respondents strongly agreed with the researcher. That ebanking in India is an important factor in the banking industry. 8 % of the respondents in the research disagreed and 5 % of the respondents strongly disagreed with the researcher.

From the research it is clear that the customers prefer the e banking in India. Banking is the integral part of the economic growth of a country. The banks in the world economy have established the use of internet in its various sections with various objectives (Fatima, 2011). Apart from the distribution channels, the use of internet and e-banking has been placed as the integral part of the modern banking. The major advantages which the internet or the ebanking is to reduce the cost services and saves the time of both the customers and the banks (Al-Smadi & Al-Wabel, 2011). The use of e-banking is the best option in banking to attract and satisfy the potential customers to the banks. The wide use of e-banking by the banks offers a global exposure to the banks (Sutton, Khazanchi, Hampton, & Arnold, 2008). The internet is not a commonly and widely used form of communication in India (Wu & Hisa,

2008). Compare to the developed countries (some of them are mentioned in the previous sections) the facilities to use the internet to the common people is less in nature (Haberberg & Rieple, 2008). The banks which offer the e-banking in India offers the limited services to the customers, as compare to the facilities they offer in the developed countries (Sutton, Khazanchi, Hampton, & Arnold, 2008).

4.2. Findings and discussion (Interview) The upcoming section details the findings of the research topic and its discussions. Q.1. Can you provide a brief overview on the companys e-business strategy background? This was the primary question that was asked to the respondents who had participated in the interview by the researcher. The question was asked to the respondents with the aim to understand and analyze the idea regarding the e-banking strategy of MNC bank in the banking industry. The e-banking strategy of the bank is summarized below. The researcher is able to get a very clear idea regarding the e-banking strategy of MNC bank from the response of the interview conducted. The researcher found that the MNC bank is giving much focus on e-banking. The bank is using the e-banking facility mainly for three purposes. This includes online banking, online marketing and online customer service. With the implementation of e-banking in the bank , it is easy for applying the three main activities in the organisation. The bank has limited the facilities of e-banking within three in order to incorporate a business strategy that can integrate both normal and electronic applications. Even though there are only three main activities by the application of e-banking, the bank focus on implementing these applications mainly to the activities that are related with the customers which helps the bank to build up a healthy relationship with the customers as well as to improve the customer care services. Both the services are very beneficial for the bank. Q.2. Describe the effectiveness of e-business application such as online marketing, online banking, online customer service implemented by MNC bank ? The second question was asked by the researcher to the respondents with the aim to identify and examine the effectiveness of e-banking in the bank when implemented. From this question,the researcher needs to get the details regarding online reviews, online marketing

and online booking with the application of the e-banking in the bank. The findings and their discussions of this question is detailed below. The bank has a great focus on the three functions of the e-banking which include online review, online customer services and online banking. The bank is unable to tell clearly about the effectiveness of the e-banking as they have incorporated these functions with the traditional ones. But the bank is able to identify the change that there are a lot of online banking and customer care services coming which can be considered as the success of ebanking. The respondents also indicated that the increase in online banking means increase in online marketing as well. Thus, there is good growth in the banking activities with the application of e-banking strategies in the bank. The respondents also told that the bank has tried to implement an excellent review system which showed no growth as no reviews are seen after the implementation of e-banking strategies of the bank. However, the online marketing and online bookings are found to be successful in the market. The above response from the respondents of the MNC bank shows that the e-banking strategy in the bank was successful. The lack of reviews from the customers indicates that they are only interested in the banking activities through online and not in giving reviews after their purpose is fulfilled. The response and the findings show the relevance of technology and innovations in the banking industry. Q.3. What percentages of the bookings are through the e-commerce system or online? The researcher asked the third question to the respondents with the aim to know about the percentage of booking the bank receives through online reservations and online bookings as a part of the application of the e-banking strategy. This question helps the researcher to find out the growth in online reservation in the bank. As the summary of the answers from the respondents, the researcher can say that almost 79% of the banking are coming through online in the MNC bank. The responses show that the rest of the part is coming either as telephone or walk-ins. So this information shows that big majority of the reservation are coming through the online and the strategy of the bank is successful. From the above results the MNC has succeeded in the application of the e-business strategy in the bank. This results shows that the customers in the market has accepted the e-business policies and strategies by the organization. The results highlights that the innovation in

technology brings easiness to the customers in doing the business in the organization (Matthewson, 2001). Q4.) What are the threats involved and faced during this implementation of these e-business applications? This is the third question in the research which the researcher asked with the aim to understand the major threats which may occur in the application of the e-business strategies in the organization. The researcher has the aim in concentrating on the recommendations in from this question. In short this question has the aim to recommend the solutions to the hotel on the basis of the research. The research findings are detailed here. From the responses received by the researcher shows that there are certain difficulties in the implementation of the e-business strategies in the organization. The researcher can summarize the major threats in the application of the e-business strategies as follows. The main problem is the impact of customers age and educational background in accepting the ebusiness. The customers form low educational back ground is less using the e-business models and modes. On the mean time the aged people also hesitates in the use of the ebusiness models in the business applications. The other problem faced by the company or the companies is an advantage to the customers. The wised use o e-business gives an opportunity to the customers to compare the price and facilities offered by various service providers. The other problem is that the hotel needs to design the manual options to this business model as well. From the responses of the participants it shows that e-business has both advantages and disadvantages. The advantages and disadvantages are applicable to the customers, company and to the market. The organization need to take actions in eliminating the disadvantages of e-business in the organization (Olivrio, 2007). Q.5) what are the future plans in the e-business strategy in MNC bank? In the fifth question of this research the researcher has to get the idea about the future plans which the company is going to put forward in the market to archive the competitive advantage thorough the e- business. The researcher has anticipated that the researcher will not get a correct answer this question. The researcher asked this question with the aim that as this question is the continuation of the previous question which the researcher asked. But the

researcher got good idea about the future plans of the e-business in the organization. The summary of the research findings are detailed here. The MNC bank have clear aim in the application of the e-business strategy of the organization. The company plans to keep the focus on in the online marketing, online banking and online customer care services mainly in the future as well. The aim behind this strategy is that the company needs to limit the e-business strategy in the business applications. The company is satisfied with the performance of the current e-business strategies and this will support the business in the organizations. From the responses the researcher identified that success for the successful application of the e-business strategies of the e-business needs to be limited to certain particular business conditions. This helps the company to focus in certain options and this will support the business. On the same time the idea and plans of the organization about the future plans provides a hope about the success in the e-business strategies (Tiwana, 2010). Q.6) Does elderly people use the e-business method? Does age plays a vital role in the usage of these applications? The sixth question is about the role and impacts of the age of customers in accepting the ebusiness strategies by the organization. The researcher asked this question in these interviews to check the literature review as it stated that there is relationship with the age and use of technology in the business. The summary of the answer is detailed here. The respondents replied that and made clear that there is good relationship with the age and the acceptance and use of the e-business in the organizations. The respondents replied that the people age above 65 is not widely using the online booking and online review system. In the 79% of the total online reservations there are only 22% are from the people above the age of 65. From the discussion it shows that age has a role in the use of technology and the innovations in technology. The company can explain to the customers about the online reservations at time of check-in. (Olivrio, 2007) Q.7) what are the factors influencing and being considered while implementing the application of e-business in the company?

The seventh question in the interview asked with the aim to understand the factors that has a role in the implementation of the e-business strategy in the organization. The application of the e-business needs the supports from the various activities in the organization and they are detailed here. The summary of the responses from the interview are detailed here. The major factor that affects the e-business is the possibility of success in the industry. This means the industry which company belongs has an impact in the success of the application of the e-business in the organization. The other factor that affects the application of the e-business strategy is the prospective customers of the company, the age and educational level of the customers also has an impact in the success of the e-business in the industry. Finally the competitions in the industry also have the role and this also is a factor that affects the implementation of the strategy in the organization. From the responses this is clear that the external factors in the organization is more effective than the internal factors in the organization. So the application of the e-business strategy in the organization is to be on the basis of these external factors in the organization. (Fusilier & Durlabhji, 2010)

Chapter -Five

Conclusions 5.1. Introduction The fifth chapter in the research report is the conclusions, recommendations and the future recommendation for the area in the research. The researcher has identified the need of the recommendation to the companies to identify the importance of the research in this report. The recommendations and the suggestions for the future research with the aim to conduct the new research in the same area of study in the field and area of the marketing management. The conclusions and the recommendations from this research are detailed here. 5.2. Conclusions This research has ended with good conclusions which can be used in the e-business management of the company especially the companies tries to go for the international business operation shortly and entered to the market shortly. The conclusions from the research are detailed here. The e-business by the companies need to be very alert about the cultural factors of the country they plan to enter or having operations at the present. The cultural factors of the market and the cultural background of the people in the country will affect the marketing activities and the related activities of the cultural aspects of the country. The customers need to keep the cultural values than the other factors in the purchase decision-making process in the organization. The role of the cultural factors in the e-business of the organization is depending on many cultural traits of the customers in the market. So it can be concluded that the impact of the cultural factors of the country has a good and significant importance in the e-business process. Among all the decisions in the e-business of a company with reference to the cultural factors, there are two major important aspects. The first among them is the importance and the influence of the religion as a cultural factor in the purchase decision-making process within

the organization. The religious background especially in the religions as if Islamism and Christianity have impact of the religion is heavy in nature. The teachings of the church and the Quran have a positive as well as the negative impact for the marketing activities in the international operations of the business organizations. For example, when the company go for the e-business the company needs to make sure that the product and the service are useful to the religions of the country. Therefore, the religious background studies of the country are mandatory in the international background of the research. The researcher like to conclude and highlight that religious beliefs of the residents of the country have a positive impact in the decision making and strategy planning of the e-business of the companies. Apart from the religious aspects in the cultural background of the country, the other major factors, which have the impact in the marketing of the company, is the language. The language is way or medium to communicate to the customers in the market. When the company go for the international business operations or the e-business in a new country, the company needs to communicate wit the customers in many ways. The customers have the intention to inform from the company in many ways. The customer likes to know the product information and other product related factors in the local language, which they know and use with the company and the employees. The importance of the language is effective in marketing more than any other factor in the process of e-business within the organizations. The employee communication with the customers must be in the local language and the customers prefer this than anything in the market. Apart from all the difficulties due to the impact of the cultural factors in the international marketing, cultural factors have significant role in the business success from the companies. The companies, which have an established, presume in the international market gets advantages from the cultural factors in the international market. The companies, which have already operations in the international market, know the cultural background of the companies and this will help the companies to achieve the competitive advantages through the cultural factors. The cultural specifications of the international markets help the companies to introduce the variety of products with different features into the international market. This will help the company to provide a better option to the customers in the market. The cultural difference or the cultural importance of the customers in the purchase decision making the companies can introduce the wide variety of products and service into the international market. The local companies is gain more advantages from the cultural

background of the countries. The local companies in the market have the experience with the

host country for many years and they know the cultural traits of the people of the local country. When an organization comes for the e-businessas well as the international business, the major threat will be from the local companies. There are many factors affect the purchase decision-making process of the customers in the market. When the companies come for the international marketing, the major tool they use to enter into the market is the promotional offers like less price offers in the market. The research results in the research shows that the majority of the customers in the market are not ready to compensate with the cultural factors with the less price offers and other offers. This is clear from the research that the majority of the customers in the market is not ready to compensate with the offers by the international companies. The impact of the globalization in the e-businesses important. The globalization and the impact of the WTO in the global business. The international business environment is a rapidly changing business structure and the world economy has showed the changes for the recent years. The international business became most popular after the successful application of the globalization in the international business. The European Union also has a major role in the execution of the international business within the countries of European Union. The formation of the European Union has helped the companies to contribute and share the business activity within the countries of the European Union. The rapid growth of the international business is a good sign in the global business. The companies need to take the measures to solve the problems related to the international business. The cultural aspects in the international must be used to the tools for the e-business management. The companies need to use the cultural factors as a good factor to get more business., In short the research have to clear that the cultural aspects in the international business marketing the companies can make it advantaged to them in the marketing decisions.

Chapter Six

Recommendations

The second part of this research report is the recommendations, which the researcher has, find out from the research. The aim of the recommendations in this research report is to provide the views to the international marketers and the customers in the market to overcome the cultural impact of the countries. The major recommendations from the research are being detailed here. The major recommendations from this research regarding the market research from the part of the international marketer in the countries. The market research before entering into the market is very important in the successful entry to the international market. The market research by the companies must review all the systems, which is related to the local culture and the local market. The researcher highly recommends the market research in all the related factors in the international business aspects in the research. The market research will help the companies to identify the positive a s well as the negative aspects related to the research. The companies while they go for the e-business need to give special consideration to the religious as well as the linguistic factors in the countries. The religious and the linguistic factors in the research has a dominate role in the e-business and the researchers needs more support and consideration in this as part of the cultural factors. The third recommendation in the e-business of the companies regarding the appointment of the employees. The job satisfaction of the employees is very important in the success of the companies. The cultural background of the employees also must be taken into consideration. 5.4. Suggestions for the future study The impact of culture in the international market is a major factor in the business at the foreign countries. The impact of the culture in the business and the role of the culture in the success and the failure of the operation of the international business also must be considered

carefully in the future research. The future research will help and support the e-business of the business concerns. 1.0 INTRODUCTION In this cut throat world of competition, HR managers of the organizations whether large or small are facing a serious issue in implementing and managing the performance of their employees. Performance appraisal is thus becoming a major and powerful tool for those organizations which consistently work to enhance their overall performance. Performance appraisal contributes the organization a positive effect by increasing the efficiency of the staffs thereby increasing the productivity and accomplishing the goals of the organization. If efficiently managed, performance appraisal is the one that stands out as the best characteristic of an effective organization management. But its very important for the organizations to notice whether the performance appraisal given by the top management or the employer is in alignment with the perception of the employees. My research will be based on such area that is the perception of employees about performance appraisal effectiveness and its impact on employee motivation. My studies will be mainly focusing on insurance industries, West Midlands, UK. 1.1 Significance of the study: In any organization, one of the key factors for the success is their well performing employees. Organizations in the insurance sector are not exempted from this. Insurance sector is a very fast growing industry in this modern age as it promises financial security for the life, health, and education etc for the future. Hence its popularity is increasing day by day among the people. As a result the no: of existing companies and the emerging new insurance companies are also increasing which in turn increase the competition to its maximum. Here lays the challenges for the companies how to increase their performance especially in the marketing area to reach out for their customers. The job pressure and the targets assigned to the employees to enhance the profit for the company will be so high that even it could lead the employee performance to a lower level. The significance of my study is also regarding this issue whether the employees are receiving the performance appraisal from the top management to their expectation level and how much it helps them to get motivated in order to increase the productivity and their performance. The relevance of the research also include

as the topic is not discussed much in the organizations of the insurance sector especially in West Midlands, UK 1.2 Aim: Perception of employees about performance appraisal effectiveness and its impact on employee motivation 1.3 Objectives: To study the socio-demographic details of the respondents To identify present different appraisals used by the various companies and to analyze its level of satisfaction for the employees in the insurance sector To study the performance appraisal of the employees in the insurance sector To study the perception of the employee regarding the performance appraisal To analyze the employees perception and its impact on their motivation

2. REVIEW OF LITERATURE: Performance appraisal is a formal, structured system of measuring and evaluating an employees job related behaviors and outcomes to discover how and why the employee is presently performing on the job and how the employee can perform more effectively in the future so that the employee ,organization and society all benefit To study the socio-demographic details of the respondents: Socio-demographics in the research comprehend the qualification, work experience, age, sex, marital status etc. The information is relevant as it provides guidance in whether these factors influence the employees perception and in their motivation

To study the performance appraisal of the employees in the insurance sector For various personal aspects like career growth, merit increase and promotion, performance appraisal is found to be a highly useful in making right decisions. Thus it is considered to be an inevitable tool of an organization. But in contrast, it has also been sometimes discredited as a bureaucratic system of HR managers. As perceived by Townley (1989), performance appraisal is a way of practicing managerial control. It has a tendency to focus more on

finding the faults and defects done in the past and neglecting the future needs for growth. In the past, performance appraisal does not show any link with the business needs and therefore existed as an isolated scheme in the organizations. Most often the appraisal schemes were discarded by the line managers as they considered it as insignificant and time-consuming. The managers, who lack the required skills, are seen to be biased in conducting performance appraisal to the employees. As stated by Armstrong and Murlis (1998), performance appraisal is frequently degenerated into a dishonest annual ritual. To study the perception of the employee regarding the performance appraisal The study of the perception of employees is an ongoing concept even though it is not a new thought. According to Mullins (1996) perception is defined as the mental function of giving significance to stimuli. The perception process explains that it is a way of choosing the information from the environment and organizing it to deliver the meaning for an individual. The perception of the people and their reactions to the same issue is different from one another. To analyze the employees perception and its impact on their motivation Motivation is related to the factors that can influence people to behave in a particular manner and motive is a reason for doing something. Arnold et al listed three components of motivation which are stated below: (1) Direction- This is about what an individual is trying to do (2) Effort- This is related to how much struggle an individual takes for trying (3) Persistence- This is about how long an individual keeps on trying

Motivating others is all about bringing them into the same direction as you need in order to attain the best output. Motivating yourself deals with organizing the direction independently and then acting for it in order to reach the desired target. Motivation is a goal-targeted behavior. People get motivated when they knew that their direction settings and actions can guide them to desired goal and in return they get a reward for their deeds. There are many theories related to motivation but the influential theories are classified as follows:

Instrumentality theory- It states rewards as carrots and punishments as sticks which are meant to ensure that people act or behave in a particular manner that is desired. Content theory- It highlights the content of motivation and states that it is about taking the desired actions to achieve the needs and identifying the most essential needs that controls or influence behavior. Needs theory- It was put forward by Maslow (1954) and in the two factor model by Herzberg et al (1957), needs are termed as satisfiers. Process theory- It is explained with reference to expectations (Vroom, 1964), goals (Latham and Locke,1979) and perceptions of equity (Adams,1965).

3.0 Research Methodology: Research is a systematic process that helps to think differently and discover new understandings and concepts for the benefit of the society through which it paves a path to do new things in a better and innovative way. The study is conducted in the different companies of the insurance sector, West Midlands, UK. 3.1 Research Design The research will be based on quantitative research with a descriptive nature as it could provide a detailed, flexible and iterative approach. As the study progress, the choice and design methods during the data collection can be modified based on the analysis. It helps to discover new issues, questions and understanding thereby allows avoiding the unproductive areas of research from the actual research plan. 3.2 Data Collection Any research needs datas to gather the information and thereby conduct the studies in a better way. Thus data collection is an important part of the research methodology which includes mainly two types of data- primary data and secondary data.

The primary source of my research will be collected by filling up interview schedule from the employees in various companies of insurance sector. The secondary sources will be collected from the related studies on performance appraisal, published articles, thesis and journals. 3.3 Tools Used The tools used for collecting the primary data will be mainly through the separate interview schedule. It mainly consists of assessing the details of socio-demographic profile, employees perception on performance appraisal .The questionnaires will be carefully prepared and designed to get the appropriate, relevant and genuine datas by keeping the clarity, analysis and understanding the topic in mind. It will cover all the areas regarding the topic in order to receive the maximum output. 3.4 Sampling Area sampling is used for the project. It helps to select a definite number of employees from various companies in the insurance sector of West Midlands which gives more specific as each employee of various organizations get equal opportunity. 3.5 Analysis Interpretation SPSS package will be used for the analysis. Various statistical measures like Chi square, Corelation etc will also be applied for interpreting the data.

4.0 Limitations Lack of co-operation Lack of time Reluctant to disclose the problems Limited secondary data Inappropriate filled up answers

5.0 Research Project Timeline Milesto Task Actions Remarks

ne 1 2 Topic selected Proposal submitted Area of interest identified completed

Prepare a brief note regarding what will be done, completed how and why it would be done.

3 4

Literature Review Research Design

Reading earlier researches books Details about the exploratory,

Due explanatory, Due

descriptive, or experimental nature of the research work. 5 6 Data collection Data Analysis Collect primary and secondary data Due

and Analysis the collected data with different statically Due tools Results and findings are discussed. Due

Interpretation 7 8 Write Up Final draft preparation

An assortment of tables, charts, graphs and Due organized narratives of the results.

Final Deadline

Dissertation summit

Due

6.0 Conclusion As the research topic is a detailed study of performance appraisal in the insurance sector which is not discussed much, there is more scope in analyzing the related issues .Thus the study helps in the better understanding of the employees perception and their motivation. It is very important for a company to mitigate the issues related to the topic so as to improve the performance of employees through which it contributes to a better growth for the organization. Therefore suggestions will be recommended based on the research study. Hence employees, employer and ultimately the organization will be benefited.

Chapter 3 Research methodology 3.1. Introduction This section of the research study mainly deals with different research methods and methodologies that are required to conduct the research. The chapter also includes the reason for selecting the specific methods and techniques suitable for the study while collecting the data. The researcher also details about the methods that are used for analyzing the data, the issues faced while collecting the data and the aptness of the methods selected. 3.2. Definition of research methodology Research forms a systematic investigation and needs consistent effort in finding out the new ideas, facts or in reviewing the concepts and theories. Research methodology forms the system of methods that are used to execute the research. Research methodology can be either defined as the gathering, interpreting and concluding the data that are taken from the primary and secondary sources. 3.3. Validity and reliability of research It is very important that the final report of the research work as well as the processes right from the beginning till the end while conducting the research should be reliable and valid.The research becomes valid when the data interpreted are reliable, precise and accurate. For the researches that are based on science, the valid results are obtained by conducting field experiments or lab experiments. But for the researches that are related to social science, the

avlid results can be obtained by using available research methods and methodologies which should be well suited with the research topic. If the methods selected are improper or incorrect then, it affects the validity and reliability of the research. If there is any mismatch between the findings and the analysis or interpretation, then the research is considered to be invalid. If the researcher is able to avoid improper selection of the participants, researcher bias or respondent bias etc, then the research can be made more reliable. Sometimes the researcher can be misguided due to wrong information given by the respondents. Such information can affect the reliability and validity of the research as a whole.

3.4. An overview of the types of research Research approaches are mainly of three types-positivism, interpretivism and realism. Positivism approach is mainly for the scientific and quantitative method. In the positivism, the researcher and the topic have detachment as well as the researcher is dispassionate with the observation done. Thus, it has similarity with the scientific experiment. Interpretivism is mainly for the quanitative research.In interpretivism, the researcher has a closer view and is compassionate on the topic.This is because the researcher has direct involvement with the topic under study. Realism gives much importance to acts and beliefs of the independent humans. In the realism approach, the true facts are depicted. In realism, the fact that many internal and external forces can influence the behavior and characteristics of humans and external forces are the most possible factors that drive the human beings. 3.5. Types of research methods There are mainly three types of research methods which include qualitative, quantitative and mixed research methods. The following section explains the three types of research methods. 3.6. Quantitative research When the data needs to be gathered or interpreted in the measurable way then , this type of research method is used in the research. The quanitative research method is used when the data collected containing the degree of problems or issues and needs to be quantified. Staistical and mathematical tools are used for the interpretation of the data and for presenting the findings of the research with the support of the charts, tables, graphs etc. In the quantitative research, the number of participants that are required is high. One argument in

using this method by the researchers is that the quanitative research can transform a research based on social science into a truly scientific one. 3.7. Qualitative research When the data or information to be collected require an understanding and identifying the feelings and emotions that are related with the specific topic under study, qualitative research is used for the research. Qualitative research allows the researcher can be flexible when there is any hindrances in data collection in a structured way . In qualitative research, the number of respondents required is very less. It is a method that describes issues or problems by using minimum variables and thus this method is very appropriate for researching such problems. 3.8. Mixed method research The mixed research method is a combination of quantitative and qualitative research methods. There are many advantages and disadvantages in quantitative and qualitative methods and the mixed methods consist of the advantages of both methods eliminating the disadvantages of both types of methods. Thus, mixed method is a miscellaneous type of research method. This method is mainly used for the research that is related to social sciences. 3.9. Review of data collection methods Data collection methods are of two types. They are primary data and secondary data .The data collection methods under primary are interview, observation and questionnaire. Observation is further classified into participant and non-participant. Interview is again divided into structured and non-structured. Questionnaire is subdivided into mailed and collective. The upcoming sections give a brief detail regarding these methods. 3.10. Primary data It is the fresh data that are collected from the field of research and not the data that are already published. This is very important for the researcher as the primary data will be easy to be compared with the data and theories that already exist. 3.11. Observation It is the mere observation of the respondents with the consent or without their consent. In this method, the behavioral patterns are more important than the perceived one. In the participant

type of observation method, the researcher directly involves with a specific group whereas in the non-participant observation method, the researcher makes a passive observation. There are many drawbacks for this method.One major drawback is explained with the help of Hawthorne effect in which the respondents who are under the observation of the researcher can show artificial behavior if they are aware about the observation .This can affect the result of the research. Another drawback is that sometimes the researcher can show bias while doing observation. The researcher can even miss out some interactions or incidents during the time of observation. 3.12. Interview It is the interaction between two or more individuals that are based on a particular topic. It can be structured in the way that the researcher prepares the questions prior to the interview which is unchangeable. In the unstructured interview, the researcher is free to ask any type of questions regarding the topic chosen. The main advantage in the interview method is that it allows the data collection to a very deep level. The researcher is able to change the communication for collecting the data based on the age, gender, knowledge level etc. But sometimes the researcher can show bias in the respondents views .The quality of the data collected from the interview method depends on the quality of the interviewer. In this research study, the researcher has planned to interview 10 individuals. Due the limited time and the tight schedule of the managers of the company under study, the researcher has been able to interview only 3 people. The interview conducted by the researcher is found to be unstructured as it allows maximum participation and more flexibility. The plan to interview some of the employees was discarded by the researcher as the time for the research was limited within 3 months. 3.13. Questionnaires This method prepares a set of survey questions based on the topic. Questionnaire is prepared mainly based on four purposes. They include gathering the required data, formulating the data to be subjected for analysis, minimizing the bias to formulate and to ask questions, making the questions genuine and different. This method is time saving and the researcher is able to get the respondents who are from distinct locations and places. It is easy for the researcher to prepare the questionnaire in the language of the respondents. The researcher can distribute the questionnaire to the respondents through internet or directly. But the percentage

of the response would be unpredictable. The researcher can amend the questionnaire after a pilot test has done. The researcher found questionnaire method to be very useful as it is time saving and there would be enough number of respondents as the identity of the respondents are not revealed. The researcher distributed 100 questionnaire to the employees of the HSBC bank. The questionnaire was distributed during the lunch and tea break. The interesting thing which was noticed by the researcher was that the colleagues were helping each other in answering the questionnaire. In the questionnaire, there were yes or no questions, open ended type and objective type questions. These question types were found to be easy for the employees to answer and express their views and ideas. There were also some space to give free commends on the questions asked. In short, the questionnaire prepared by the researcher was miscellaneous type of questions which created interest in the respondents to answer it. After a pilot test, the researcher has made necessary amendments. 3.14. Case study It is an empirical enquiry or investigation based on a contemporary phenomenon. There will be multiple sources for evidence. Here, the data is not acquired from any potential sources. 3.15. Secondary data The secondary data is the data that already exists. It could be the existing primary data that has been collected and published and thus now become the secondary data. The researcher can refer the secondary data from various sources like articles, journals, websites etc. This referred data can be the answers for the research questions regarding the topic. To get the appropriate information on the topic, the researcher should scrutinize the secondary data thoroughly. The main disadvantage in using the secondary data is that sometimes the relevant issues are not addressed in the research.

Methods of Data Collection


Primary Data Secondary Data

Participant
Observation

Documents Non Participant

Interview

Structured

Gov Publications

Questionnai re

Non Structured Mailed

Earlier Reserach

Case Study

Administere d Collective

Personal Records

Lab Experiment

Client History

Field Experiment

Service Records

3.16. Sampling procedures

It is not possible to collect data from all the individuals of a large population eventhough it is better to get the data from the whole population. Sampling the process in which a definite number of respondents are selected for collecting the information for a specific issue or case and the selected respondents are the representatives of the whole population. There are two types of sampling which include random sampling and non-random sampling. Random sampling is the easiest and simplest sampling method. This sampling method is used when the population is large. Here, the researcher can just write down the elements in a piece of paper and sketch it in random. For getting better results, larger sampling can be used. When the population is under various strata, simple stratified sampling can be used studies Non random sampling is generally used sampling method for some specific studies. Accidental sampling is used when the researcher looks out for what is available immediately. Quota sampling is done when the interviews are conducted in the street. Theoretical sampling is done when some persons are well aware about the topic. 3.17. Limitations of data collection As the research topic is based on the impact of e-technology in the HR management and policies, a detailed investigation is necessary. The method selected by the researcher to get the appropriate data is to interview the employees of the company under study. But it is time consuming and because of the tight timeschedule of the employees working time, the time constraint has been a major limitation that the researcher faced. The interview has not been able to conduct in the elaborate manner and to make appointment with the managers has also been very difficult for the researcher. Hence the researcher has prepared only primary questions. Thus, the main limitation in this research work has been in obtaining the data from the right respondents of the company under study.

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