Objectives: Within the research project, the service-profit chain would be discussed and the keys that drive employee satisfaction would also be explored. Furthermore, the literature review would be used in order to determine which elements are the most important keys to drive the employee satisfaction. The sustainability of an airline based on 2 major elements, the customer loyalty and employee sustainability. Employee Loyalty Employees are a vital resource for nearly all organizations, especially since they represent a significant investment in terms of locating, recruiting, and training let alone salaries, healthcare plans, bonuses, etc. Replacement can cost a company anywhere from 35% to 50% of an hourly worker’s salary. For a technical or professional worker, the cost can go as high as 125% of that worker’s salary. Therefore, employee satisfaction will be the indicator for employee loyalty, and is one of the main factors we will be focusing at in this research. It could be done in both quantitative and qualitative way in forms of interviews and survey respectively. Research will be carried out with HongKong Airlines employees in a randomly and irrespective manner, investigating the motivators and the hygiene factors that affect might affect the retention (or turn-over) rate within the company. Customer Loyalty The term customer loyalty is used to describe the behaviour of repeat customers, as well as those that offer good ratings, reviews, or testimonials. Some customers do a particular company a great service by offering
Objectives: Within the research project, the service-profit chain would be discussed and the keys that drive employee satisfaction would also be explored. Furthermore, the literature review would be used in order to determine which elements are the most important keys to drive the employee satisfaction. The sustainability of an airline based on 2 major elements, the customer loyalty and employee sustainability. Employee Loyalty Employees are a vital resource for nearly all organizations, especially since they represent a significant investment in terms of locating, recruiting, and training let alone salaries, healthcare plans, bonuses, etc. Replacement can cost a company anywhere from 35% to 50% of an hourly worker’s salary. For a technical or professional worker, the cost can go as high as 125% of that worker’s salary. Therefore, employee satisfaction will be the indicator for employee loyalty, and is one of the main factors we will be focusing at in this research. It could be done in both quantitative and qualitative way in forms of interviews and survey respectively. Research will be carried out with HongKong Airlines employees in a randomly and irrespective manner, investigating the motivators and the hygiene factors that affect might affect the retention (or turn-over) rate within the company. Customer Loyalty The term customer loyalty is used to describe the behaviour of repeat customers, as well as those that offer good ratings, reviews, or testimonials. Some customers do a particular company a great service by offering
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