‘’ROLE OF EMPLOYEES MOTIVATION ON SERVICE QUALITY AMONG

SALES CLERK OF SELECTED 7/11 IN LIPA CITY.’’

A Research Proposal

Presented to the Faculty of

College of Accountancy and Business Economics

Batangas State University Lipa City

Marawoy, Lipa City

In Partial Fulfillment of the Requirements for the

Markrting Management

By:

Calag Joemil N.

Levita Earl Don

December 2019
 Chapter I

THE PROBLEM

Introduction

This study entitled ‘’Role of Employees Motivation on Service Quality

among sales clerk of selected 7/11 in Lipa City ‘’ will focus on the importance of

employees motivation on their service quality. Employee motivation is the level of

energy, commitment, and creativity that a company's workers bring to their jobs.

Whether the economy is growing or shrinking, finding ways to motivate

employees is always a management concern. Competing theories stress either

incentives or employee involvement (empowerment). Employee motivation can

sometimes be particularly problematic for small businesses. The owner has often

spent years building a company hands-on and therefore finds it difficult to

delegate meaningful responsibilities to others. But entrepreneurs should be

mindful of such pitfalls: the effects of low employee motivation on small

businesses can be harmful. Such problems include complacency, disinterest,

even widespread discouragement. Such attitudes can cumulate into crises.

Service quality generally refers to a customer’s comparison of service

expectations as it relates to a company’s performance. A business with a high

level of service quality is likely capable of meeting customer needs while also

remaining economically competitive in their respective industry. Successful

businesses who remain competitive and relevant in the marketplace work

proactively to obtain information from their current or potential customer base so

they can ensure they are meeting their needs.

Background of the Study

This study will be focusing on the importance of employees motivation for

the service quality of the sales clerk of selected 7/11 in Lipa City Batangas. It will

discuss and aims to identify how important employee motivation for the 7/11

sales clerk on selected branch on Lipa City. It will discuss the effects of employee

motivation on their service quality not only on customer service but also on their

other performance on their job as a 7/11 sales clerk. Does employee motivation

has big effects on them and what are the reasons. 7/11 is a convenience store

that operates in some part of the world and has many branches in LIpa City.

Convenience stores are the small retail shops that sell the items of everyday

usage such as groceries, toiletries, soft drinks etc. This type of business or firm

has a big competition and many competitors so it is important that they will

provide good services that customers will be satisfied. The sales clerk has the

biggest role on this part because they are the one that faces the customers and

do the job that makes the store look more presentable and to have a comfortable

surrounding. In this case the researchers aims to identify the role of employees

motivation for this thing to be done.

 This study will be important and significant for the company to identify

what they should do to communicate well and to know what they need to do to

improve their management and the employer employee relationship.

Statement of the Problem

This study is conducted to determine the role of employees motivation on

service quality of sales clerk on selected 7/11 in Lipa City. Especially this study

sought to the following questions:

1. What is the profile of the respondents in terms of :

1.1 Job Description.

2. What is the importance of employees motivation for their service

quality?

3. What are the effects of employees motivation for the company?

4. Based on the results, what are the reasons for the sales clerk to be

motivated?
Conceptual Framework

Profile of the respondents in terms What is the importance of

of: employees motivation for their
1.1 Job Description service quality?

ROLE OF
EMPLOYEES
MOTIVATION FOR
TGHEIR SERVICE
QUALITY

Based on the results, what are the What are the effects of employees
reasons for the sales clerk to be motivation to the company?
motivated?
Research Hypothesis

 The research was predicted to found out how important employees

motivation for the service quality of the sales clerk of selected 7/11

branches in LIpa City.

 It is predicted that if a sales clerk of 7/11 is motivated on the job it has a

good effect on his/her customer service and performance.

 In this study it was found out that a good management has a lot of effect

on the service quality and performance of the sales clerk on selected

branch of 7/11 in Lipa City.

 Researchers found out that the sales clerk are motivated with the

incentives they received.

Significance of the Study

 This study entitled ‘’Role of Employees Motivation on Service Quality

Among Sales Clerk on Selected 7/11 in Lipa City’’ will be useful to the following :

Sales Clerk

This study will be useful for the sales clerk for them to improve their

service quality and how to communicate well with the customers and also with

their employer.

7/11 Management

This study will be useful for them so that they will know how to motivate

their employees and build better connection and relationship with the sales clerk.

Also they will be having an ideas to improve their management and how their

customer will patronize the store because of good services.

Future Businessmen

This research study will be useful for the future businessmen, with this

study they will be have idea on how to have a good management with their

employees and able to run a business with a good services and relationship their

workers.

Scope and Limitations of the Study

 This study will just focus on selected 7/11 branch on Lipa City, the people

involved are the sales clerk of the selected 7/11 branches in Lipa and other

employees of 7/11.This study just focus on the importance of employees

motivation and its role and effect on the sales clerk’s service quality and

performance. This study was limited into 50 target respondents and those are the

employees of selected 7/11 branch in Lipa City.

Definition of Terms

Service Quality- A term which describes a comparison of a customer’s

expectations as it relates to a company’s performance.

Employee Motivation- Employee motivation is defined as the enthusiasm, energy

level, commitment and the amount of creativity that an employee brings to the

organization on a daily basis.

Sales Clerk- is someone who sells goods in a store. A sales clerk runs a cash

register, provides customer service, and helps keep the store clean

Convenience Store- is a small retail business that stocks a range of everyday

items such as coffee, groceries, snack foods, confectionery, soft

drinks, tobacco products, over-the-counter drugs, toiletries, newspapers,

and magazines.
Reliability- Reliability is the degree of consistency of a measure

Tangibility- capable of being perceived especially by the sense of touch

Responsiveness- Responsiveness means "being able to react quickly.

Empathy- the ability to sense other people’s emotions, coupled with the ability to

imagine what someone else might be thinking or feeling.

Assurance- Assurance is defined as a statement given for the purpose of

inspiring morale or belief in yourself.

CHAPTER II

REVIEW OF RELATED LITERATURE

Conceptual Literature

Employee motivation is the level of energy, commitment, and creativity

that a company's workers bring to their jobs. Whether the economy is growing or

shrinking, finding ways to motivate employees is always a management concern.

Competing theories stress either incentives or employee involvement

(empowerment). Employee motivation can sometimes be particularly problematic

for small businesses. The owner has often spent years building a company

hands-on and therefore finds it difficult to delegate meaningful responsibilities to

others. But entrepreneurs should be mindful of such pitfalls: the effects of low

employee motivation on small businesses can be harmful. Such problems

include complacency, disinterest, even widespread discouragement. Such

attitudes can cumulate into crises.

But the small business can also provide an ideal atmosphere for employee

motivation: employees see the results of their contributions directly; feedback is

swift and visible. A smoothly working and motivated work force also frees the

owner from day-to-day chores for thinking of long-term development.

Furthermore, tangible and emotional reward can mean retention of desirable

employees. People thrive in creative work environments and want to make a

difference. Ideally the work result itself will give them a feeling of accomplishment
—but well-structured reward and recognition programs can underline this

consequence.

What Motivates?

One approach to employee motivation has been to view "add-ins" to an

individual's job as the primary factors in improving performance. Endless mixes

of employee benefits—such as health care, life insurance, profit sharing,

employee stock ownership plans, exercise facilities, subsidized meal plans, child

care availability, company cars, and more—have been used by companies in

their efforts to maintain happy employees in the belief that happy employees are

motivated employees.

Many modern theorists, however, propose that the motivation an employee feels

toward his or her job has less to do with material rewards than with the design of

the job itself. Studies as far back as 1950 have shown that highly segmented and

simplified jobs resulted in lower employee morale and output. Other

consequences of low employee motivation include absenteeism and high

turnover, both of which are very costly for any company. As a result, "job

enlargement" initiatives began to crop up in major companies in the 1950s.

While terminology changes, the tenets of employee motivation remain relatively

unchanged from findings over half a century ago. Today's buzzwords include

"empowerment," "quality circles," and "teamwork." Empowerment gives

autonomy and allows an employee to have ownership of ideas and

accomplishments, whether acting alone or in teams. Quality circles and the

increasing occurrence of teams in today's work environments give employees

opportunities to reinforce the importance of the work accomplished by members

as well as receive feedback on the efficacy of that work.

In small businesses, which may lack the resources to enact formal employee

motivation programs, managers can nonetheless accomplish the same basic

principles. In order to help employees feel that their jobs are meaningful and that

their contributions are valuable to the company, the small business owner needs

to communicate the company's purpose to employees. This communication

should take the form of words as well as actions. In addition, the small business

owner should set high standards for employees, but also remain supportive of

their efforts when goals cannot be reached. It may also be helpful to allow

employees as much autonomy and flexibility as possible in how their jobs are

performed. Creativity will be encouraged if honest mistakes are corrected but not

punished. Finally, the small business owner should take steps to incorporate the

vision of employees for the company with his or her own vision. This will motivate

employees to contribute to the small business's goals, as well as help prevent

stagnation in its direction and purpose.

Motivation Methods

There are as many different methods of motivating employees today as there are

companies operating in the global business environment. Still, some strategies

are prevalent across all organizations striving to improve employee motivation.

The best employee motivation efforts will focus on what the employees deem to

be important. It may be that employees within the same department of the same

organization will have different motivators. Many organizations today find that

flexibility in job design and reward systems has resulted in employees' increased

longevity with the company, improved productivity, and better morale.

Empowerment

Giving employees more responsibility and decision-making authority increases

their realm of control over the tasks for which they are held responsible and

better equips them to carry out those tasks. As a result, feelings of frustration

arising from being held accountable for something one does not have the

resources to carry out are diminished. Energy is diverted from self-preservation

to improved task accomplishment.

Creativity and Innovation

At many companies, employees with creative ideas do not express them to

management for fear that their input will be ignored or ridiculed. Company

approval and toeing the company line have become so ingrained in some

working environments that both the employee and the organization suffer. When

the power to create in the organization is pushed down from the top to line

personnel, employees who know a job, product, or service best are given the

opportunity to use their ideas to improve it. The power to create motivates

employees and benefits the organization in having a more flexible work force,

using more wisely the experience of its employees, and increasing the exchange

of ideas and information among employees and departments. These

improvements also create an openness to change that can give a company the

ability to respond quickly to market changes and sustain a first mover advantage

in the marketplace.

Learning

If employees are given the tools and the opportunities to accomplish more, most

will take on the challenge. Companies can motivate employees to achieve more

by committing to perpetual enhancement of employee skills. Accreditation and

licensing programs for employees are an increasingly popular and effective way

to bring about growth in employee knowledge and motivation. Often, these

programs improve employees' attitudes toward the client and the company, while

bolstering self-confidence. Supporting this assertion, an analysis of factors which

influence motivation-to-learn found that it is directly related to the extent to which

training participants believe that such participation will affect their job or career

utility. In other words, if the body of knowledge gained can be applied to the work

to be accomplished, then the acquisition of that knowledge will be a worthwhile

event for the employee and employer.

Quality of Life

The number of hours worked each week by American workers is on the rise, and

many families have two adults working those increased hours. Under these

circumstances, many workers are left wondering how to meet the demands of

their lives beyond the workplace. Often, this concern occurs while at work and

may reduce an employee's productivity and morale. Companies that have

instituted flexible employee arrangements have gained motivated employees

whose productivity has increased. Programs incorporating flex-time, condensed

workweeks, or job sharing, for example, have been successful in focusing

overwhelmed employees toward the work to be done and away from the

demands of their private lives.

Monetary Incentive

For all the championing of alternative motivators, money still occupies a major

place in the mix of motivators. The sharing of a company's profits gives incentive

to employees to produce a quality product, perform a quality service, or improve

the quality of a process within the company. What benefits the company directly
benefits the employee. Monetary and other rewards are being given to

employees for generating cost-savings or process-improving ideas, to boost

productivity and reduce absenteeism. Money is effective when it is directly tied to

an employee's ideas or accomplishments. Nevertheless, if not coupled with other,

non-monetary motivators, its motivating effects are short-lived. Further, monetary

incentives can prove counterproductive if not made available to all members of

the organization.

Other Incentives

Study after study has found that the most effective motivators of workers are

non-monetary. Monetary systems are insufficient motivators, in part because

expectations often exceed results and because disparity between salaried

individuals may divide rather than unite employees. Proven non-monetary

positive motivators foster team spirit and include recognition, responsibility, and

advancement. Managers who recognize the "small wins" of employees, promote

participatory environments, and treat employees with fairness and respect will

find their employees to be more highly motivated. One company's managers

brainstormed to come up with 30 powerful rewards that cost little or nothing to

implement. The most effective rewards, such as letters of commendation and

time off from work, enhanced personal fulfillment and self-respect. Over the

longer term, sincere praise and personal gestures are far more effective and

more economical than awards of money alone. In the end, a program that

combines monetary reward systems and satisfies intrinsic, self-actualizing needs

may be the most potent employee motivator.

Service Quality within retail units is pivotal for satisfying customers, retaining

them and creating loyalty among customers. This research uses SERVQUAL to

analyze the gap between perceptions and expectations of the customer,

concerning with the service at retail units in the South Indian state of Andhra

Pradesh. Customer Satisfaction level is assessed for the services offered at

select retail units in the city of Hyderabad. Five dimensions in service quality

(servqual), tangibility, reliability, responsiveness, empathy, and assurance

(Parasuraman, Zeithaml, &Berry, 1985) have been considered for this empirical

research. General purpose of this research to know some factors that impact

customer satisfaction. The purpose are (1) to describe applied of service quality

(servqual) dimension in retail Business (2) to know service quality (servqual)

dimensions that make customers satisfied, and (3) to know service quality

(servqual) dimensions that are dominant in influencing customer satisfaction. The

research methodology was carried out in a survey cross-sectional applied to 369

respondents. The data obtained was analyzed by using reliability method,

correlation and regression. Result of research showed that services offered by

retail units have positive impact and are significant in building customer

satisfaction. Findings of this empirical research reiterate the point of view that

Service Quality dimensions are crucial for customer satisfaction in retailing – a

burgeoning sector with high growth potential and opportunities in fast growing

economies like India's.

RESEARCH LITERATURE

Foreign Studies

Customer Feedback

Service quality generally refers to a customer’s comparison of service

expectations as it relates to a company’s performance. A business with a high

level of service quality is likely capable of meeting customer needs while also

remaining economically competitive in their respective industry. Successful

businesses who remain competitive and relevant in the marketplace work

proactively to obtain information from their current or potential customer base so

they can ensure they are meeting their needs.

No amount of discussing with professionals, friends, or colleagues will ever

replace the information that a company can receive from a real customer.

The following questions are crucial when obtaining customer feedback:

 What does the customer like?

 What do they dislike?

 How can things be improved?

 Are their needs and expectations being met?

 How much will they pay for something?

  Is convenience important?

 Should items be packaged together?

 Is after-sales service critical?

Customer feedback can be collected by:

 Asking consumers directly: This tactic comes across particularly effective

during the point-of-purchase at a retail store because consumers are being

probed on their experiences while they are shopping.

 Questionnaires: Distribute one-page questionnaires that ask some key

questions and encourage customers to fill them out. These can be mailed out

as pre-paid postcards or emailed to consumers who give their permission to

be contacted.

 Focus groups: This involves gathering a number of customers, sitting

them down, and discussing a range of issues relevant to a company’s

business. The advantage of using this method over a questionnaire is that it

will yield more detailed information and feedback, rather than “tick the box”

style responses from a questionnaire. In-person focus groups and one-on-one

interviews are helpful tools that provide explanation of product or consumer-

related issues because you are

 Telephone: Some surveys can be conducted via phone. These yield a

more private conversation exchange between the customer and the service

provider.
  Virtual online communities or private consumer panels: Technology has

made it increasingly easier for companies to obtain feedback from their

customers. With the explosion of technology in the marketplace and the

consumer’s everyday life, many companies are now building their own

proprietary online panels of consumers which give them unencumbered

access to their target market on an ongoing basis. In exchange for their

honest opinions and feedback, customers are incentivized for their time.

Community blogs and forums also enable customers to provide detailed

explanations of both negative as well as positive experiences with a company.

Instant feedback

Recently, many organizations have implemented feedback loops that allow them

to capture feedback at the point of experience. For example, National Express,

one of the UK’s leading travel companies, has invited passengers to send text

messages while riding the bus. This has been shown to be useful, as it allows

companies to improve their customer service before the customer defects, thus

making it far more likely that the customer will return next time.

Motivation

Marketing, says Kotler, much more than just selling; marketing is a social

activity, that should profit consumers and firms. Satisfied consumer needs have

to be at the top priorities of any list of management (Kotler, 2003). Customer

satisfaction is supposed to conduct profitability but it is not certain that customer

satisfaction and market share are positively correlated. Customer satisfaction is a

defensive strategy that is evaluated by customer retention changing rate;

marketing share is an offensive strategy that is evaluated related to competitors.

The effect of customer satisfaction for repurchase business and customer loyalty

is different for some industries. Satisfied customers are possible loyal customers;

however, loyal customers are not necessarily satisfied customers (Fornell, 1992).

It is important satisfying customer is not only the fundamental business

advantage but look for increasing customer loyalty that customers perceive as

adding value. For many managers beyond customer satisfaction, the loyalty

approach makes up the customer adding values that are price, quality,

innovation, service, and image (Fredericks, 1995). However, the traditional

marketing, such as product, service or quality techniques, usually eventually led

to cutting-price competition by time elapses extremely fast changing in this

competitive era (Yang, 2009). Pine and Gilmore (1998) suggested that the

experience economy is pursuit of sensual and emphasized interactions between

products and customers obviously distinguished from traditional economy, such

as agricultural economy. Experiential marketing concept followed with knowledge

economy and experience economy, proposed by Schmitt says it has converged

to make relevant experiential marketing may become a trend around the world

(Schmitt, 1999). For example, Singapore Airlines, with its batik-clad flight crew

and mini suites in the first-class in experiential marketing compare to Procter &

Gamble that stresses detergent cleaning effect or toothpaste whitening power in

traditional marketing. Singapore Airline campaign never mentioned anything

mundane. McDonald with playground makes the fast-food restaurant more than a

fast meal for kids’ fun. All these satisfy customers’ experience. Holbrook suggests

that consumption situation, for instance Starbucks-”the third space”; integrated

marketing not only advertisement or packaging but also factors related to

customers’ need; customers experience themselves (Holbrook, 1982). The

transnational and international service industry came to Taiwan since 1970s; it

brought new and enormous consumer styles for Taiwanese. 7-ELEVEN

convenience stores that replace traditional grocery stores and change lifestyle

began popularly in Taipei city during 1980s (Hsieh, 2005). For past few decades,

there are over ten thousand convenience stores to exist everywhere open 24

hours in Taiwan, for example 7-ELEVEN, Family Mart, Hi-Life, and OK Mart, rival

fiercely top density in the world. This study establishes the research framework

by Schmitt’s experiential marketing model and applies Kano’s two-dimension

method to understand what critical factors satisfied customers of convenience

store.

Purpose

1. To understand sense marketing is necessarily to convenience stores’

customers need.

2. To understand feel marketing is necessarily to convenience stores’ customers

need. 3. To understand think marketing is necessarily to convenience stores’

customers need.
4. To understand act marketing is necessarily to convenience stores’ customers

need.

5. To understand relate marketing is necessarily to convenience stores’

customers need.

Local Studies

Thinking of getting a 7-11 franchise? 7-eleven has been one of the fastest

growing convenience store chain in the country. In almost all major streets or

corner of any city you’ll find this store.

To give you a short history, the 7-eleven store came into the Philippines in 1982

when the Philippine Seven Corporation (PSC) acquired the license to operate

from the Southland Corporation, now known as the 7-Eleven, Inc. The first ever

store opened in 1984 at the corner of Kamias road and Edsa, Quezon City.

From then on, 7-eleven grew fast and now is the biggest convenience store chain

in the Philippines with over 700 stores spread all over the country.
Their products and services include a variety of grocery items, fast foods, mobile

phone items, bills payments, and much more.

7-11 franchise has received awards multiple times from the Philippine Franchise

Association and the Entrepreneur Philippines. Awards received include Best

Foreign Franchise, Fastest Growing Franchise, Best in Franchise Support and

more.

7-11 Franchise Details

Total investment and franchise fee for a 7-11 franchise ranges from P1

Million to P5 Million. Investments vary each store and are inclusive of the

construction cost, supplies, initial products, franchise fees and lease payments.

All major store equipment are provided by the company and as a franchisee,

you’re entitled the use of the company’s proprietary brands and access to their

on-going support.

The franchise package includes a comprehensive 4-8 weeks training

program, done in the classroom and in an actual store, showing the standard

operation and management of a 7-Eleven store

7-ELEVEN Convenience Stores In 1978, President Chain Store Corp. (PCSC)

introduced clean, roomy, and brilliant 7-ELEVEN stores into Taiwan, initiating

Taiwan’s retail industry revolution and had solid leadership position. With stores

everywhere, it is connected with extensive network by its distribution system and

POS real-time information system forming an indispensable part of consumers’

daily life. 7-ELEVEN bring convenience and styles in entire dimensions that

introduce and innovate diversified products, advanced service, and thematic

marketing advertisement to consumers’ life with fully new experiences.

Fundamental core competence of convenience, 7-ELEVEN is the market pioneer

of 24 hours shopping, fresh food services, pre-order, paying utility or any bills,

withdrawing cash from ATM machines, developing photocopies, sending faxes,

making color prints, and home delivery service; consumers can easily have

access to any convenient service in any 7-ELEVEN stores. The ibon machine

provides customer digital needs such as ticket purchasing, travel arrangement,

downloading, and digital life services. 7-ELEVEN has the largest logistics system

nationwide, rapidly delivering goods at all temperature levels to over 4,000 stores

and thus forming a new model in the distribution industry (7-ELEVEN website).

Customer Service in the Philippines

I just spent a week in Manila. More properly, perhaps, I was in Makati City – one
of the 16 cities that makes up ‘Metro Manila’. Never having been to the
Philippines before, I had no idea what to expect. And with the devastating
typhoon that tore through the country just two weeks earlier, I wasn’t even sure if
I would really get to see things in their ‘normal’ state.

As it turns out, the typhoon, while unfathomably powerful, did most of its damage
in the middle of the Philippines. It is a long, stretched out country consisting of
over 7,000 islands. Tacloban, in the centre, caught the brunt of it, and left the
country’s capital and nerve centre – Manila (in the north), and the country’s
famous Southern vacation spot, Sibu, virtually untouched.

Makati City is the prominent business district, and if it were all one ever saw
about the Philippines, the impression would be of a very wealthy country.
Shopping everywhere – including the massive Greenbelt complex (which is
dwarfed by Manila’s astonishingly huge EDSA Mall.). It’s not cheap, by the way.
Once you do the conversion (about 40 pesos to the dollar), prices are pretty
comparable to Canada. Because I was working, I did not have a lot of opportunity
to leave Makati, but those times I did painted a stark picture of contrast. A scant 8
block walk from my hotel, I was in an area where people slept in the streets,
under makeshift lean-tos, on top of concrete walls surrounding churches. The
roads were littered and you could smell the dirt and decay. One area was an
intricate shanty town with hundreds of linked tin-roofed structures, maybe 60-100
sq. ft. each. A very different life than I can imagine. It’s not the absence of money
that is the issue – but the absence of opportunity and hope. I’ve said this before,
and I will say it again – true poverty simply doesn’t exist in Canada or the United
States.

One of the cool things about the Philippines, is that everyone speaks English –
so the communication challenges are minimal. They have their own language, of
course – Tagalog – but there is an equal fluency in English. The people here are
gentle, and concepts such as customer service come naturally to them. (The
standing joke I heard was that ‘no’ isn’t in the Filipino lexicon – but that there are
3 types of yeses. A slow yes means they understand. A fast yes means they have
no clue, and a ‘yes-yes-yes’ means they weren’t listening in the first place). It is a
predominantly Christian country, and relatively conservative in dress and
behaviour.

Synthesis

The following literature and concepts presented above are the literatures

and studies that are related to our research topic, these related studies will be

the support for our research topic. It discuss the main topics presented and

visible on our study. This chapter also explains the importance of the main topics

of our study, these will be useful for the readers because this can also be a basis

for them to much deeper understand the study we are going to conduct.

The conceptual literature disscussed the concepts and the topics we are

going to study and discuss in our research. It state the meaning of employees

motivation, service quality which can be used to determine the connection

between the twotopics discussed in the research.

 The research literature contains the related local and foreign studies of the

study which can support the local of our study and can be a basis to for the other

terms and informations that the reader would like to know.

 Chapter III
RESEARCH METHOD AND PROCEDURE

This chapter discussed the research method, respondents of the study,

research instrument, procedure of data gathering and data analysis, and

statistical treatment used.

Research Design

The study aimed to determine the role of employees motivation on service

quality among sales clerk on selected 7/11 in Lipa City. In connection with the

purpose of the study, the researchers will be using descriptive method of

research in order to identify the role of employees motivation on service quality

among sales clerk on selected 7/11 in Lipa City. Descriptive research design is a

scientific method which involves observing and describing the behavior of a

subject without influencing it and according to Shuttleworth (2008) descriptive

design is a valid method for researching specific subjects and as a precursor to

more quantitative studies. This design will be used because it best responds to

the purpose of the study which was the recommended action plan.

Respondents of the Study

The respondents of this study are those employees of selected branches

of 7/11 in Lipa City, especially those sales clerk and the head employees like

managers and assistant manager who are evolved in employee - employer

relationship this year current year 2019-2020.

 They are the chosen respondents of this study because they are the one

who has the employee - employer relationship which can help the study asses

the importance of employees motivation on service quality among sales clerk.

Sampling Design

The researchers will be using the purposive sampling to gather needed

respondents and data. Purposive sample is a non-probability sample that is

selected based on characteristics of a population and the objective of the study

(Crossman, 2019). https://www.thoughtco.com/purposive-sampling-3026727

A total of sixty (60) employee of selected 7/11 branches in LIpa City are

the target respondents of this study. They are the target respondents because

they are the one who can help asses role of employees motivation on the service

quality among sales clerk of selected 7/11 branches in LIpa City and mainly they

are the target respondents because they are the the one who has the employee -

employer relationship.

Data Gathering Instrument

In order to gain a reliable datas and results, the researchers provided a

research questionnaire that will asses the role of employees motivation on

service quality among sales clerk of selected 7/11 branch in Lipa City. This

research questionnaire includes questions for target respondents that will help

asses and sought answers for the problems in the study. All the
questions/variables utilized a Likert scale ranging from 1 (strongly disagree) to 4

(strongly agree).

Scoring of the Responses. The questionnaire items were scored using the

scale with 1 as the lowest and 4 as the highest. The scale is as follows:

Scale for the assessment of the students’ skills after the work immersion
Options Scale Range Verbal Interpretation
4 3.25 – 4.00 Strongly Agree
3 2.50 – 3.24 Agree
2 1.75 – 2.49 Dis Agree
1 1.00 – 1.74 Strongly Dis Agree

This survey questionnaire was designed to assess the role of employees

motivation on service quality among sales clerk of selected branch of 7/11 in Lipa

City.

Data Gathering Procedure

The researchers provided survey questionnaire to gain the data needed

for this study. The researchers also prepared a letter consent that was signed by

the Officer-In-Charge, Mrs. Cecilia C. Ramos. The draft was passed to their

research adviser. After further validation, the edited questionnaires were

distributed to the respondents.

Each respondent had the survey questionnaire to be answered. The data

were collected by the researchers for the computation, tabulation and

construction of graphical representations. With these, the researchers then dealt

with thorough analysis and interpretations with the help of statistical treatment of

data.

Statistical Treatment of Data

In analyzing and interpreting the gathered data, the researchers used the

following statistical tools:

Frequency and Rank. These were used to determine the

Weighted Mean. This was used to determine the level of proficiency of

the ABM 12 immersionist of Alupay National High School before and after the

Work Immersion during the school year 2017-2018.

ANOVA. It is used to assess the potential difference in a scale level

dependent variable by a nominal-level variable having 2 or more categories. It

has two or more categories. It has two or more variables which is called N-way

ANOVA (Statistics Solutions, 2013). By means of this statistical method, the

researchers are able to assess the significant relationship between work

immersion and cognitive, social, and technical skills of the students.

In connection with this the researcher used F-test to statistically test the
equality of means. As the article entitled “Understanding Analysis of Variance
(ANOVA) and the F-test” stated that F-statistics is the test statistics for F-tests. In
general, F-statistics is a ratio of two quantities that are expected to be roughly
equal under the null hypothesis, which produces an F-statistics of approximately
1 (Frost, 2016). In general, if the calculated value in a test is larger than your F-
statistics, the null hypothesis is rejected.