BS/FO/140

Professional Qualification in Human Resource Management

Research Project Report

THE IMPACT OF JOB SATISFACTION ON SALES

PERFORMANCE OF MEDICAL DELEGATES AT XYZ
(PVT) LTD.

Name

Index Number

Project Number

THE INSTITUTE OF PERSONNEL

MANAGEMENT BS/FO/141

SRI LANKA
Supervisor/Advisor Certification
I hereby recommend that this research has been completed by H.K.M Hasitha Gayan
Herath Project No 3328 Index No PQHRM / KR / 02/ 39 titled THE IMPACT OF
JOB SATISFACTION ON SALES PERFORMANCE OF MEDICAL DELEGATES
AT XYZ (PVT) LTD in partial fulfillment of Professional Qualification in Human
Resource Management by Institute of Personnel Management in Sri Lanka under my
guidance and supervision.

Name of the Supervisor :

Date :

Signature :
 DECLARATION

The work submitted in this thesis is the result of my own investigation, except where
otherwise stated.

It has not been submitted to any other university or institute or published earlier.

H.K.M Hasitha Gayan Herath

17/08/2013
 ACKNOWLEDGEMENT

My sincere gratitude goes to Mr. Jayadeva De Silva, Research Supervisor, Mr. Suneth
Hitihamu, Module HRM 16 Lecturer, all other staff members at the IPM and ISB
(Kurunegala) for the effort they had put in order to arrange our lectures sessions,
supervising me and allowing me to gain the success in my research.

Also my thank goes to the Director of Studies of IPM and all other lecturers in the
business school for providing sufficient theoretical knowledge which helped me to
complete my research successfully and for guiding me throughout the learning period.

I would like to give my special thanks to Mega Pharma (Pvt) Ltd, Colombo 6 for
providing the opportunity to carry out the research and guiding me throughout this
period. My sincere thanks go to all the respondents who participated for study. Their
support is highly appreciated.

Also a special thanks goes to my dearest parents and family members who always
wish my success, to my lecturers and all who assisted and guided me in achieving my
lifes objectives

In the end I would like to thank all the people whose names that are not mentioned
above for giving support. I thank all of you who helped us to complete a successful
research.
 ABSTRACT

Job Satisfaction can impact on sales performance in many ways. This study is an
attempt to study the impact of Job Satisfaction on Sales Performance of Medical
delegates at XYZ (Pvt) Ltd situated in Colombo 6. One hundred and three members
completed Work-Family Conflict Scale (Carlson, Kacmar, & Williams, 2000) and
Organizational Commitment Scale (Allen & Meyer, 2000). Regression analysis
suggested positive impact of work-family conflict on organizational commitment. It is
exposed that single non managerial employees had high degree of work-family
conflict and organizational commitment relationship compared to married employees,
however no significant differences of work-family conflict were found between
married employees and unmarried employees. Furthermore it is observed that male
employees had law degree of relationship compared to female employees. This study
is important as suggestions can be given to the garment industry in order to bring an
awareness of the commitment level of non managerial employees. Gaining the
awareness of work family conflict level, the organizational commitment level and the
respective influencing factors will help concentrate on increasing commitment level
of employees and decreasing work family conflict level. This study proposes that for
non managerial employees family load can lead to enhance in organizational
commitment.
 LTST OF TABLES

Page Number
Table 4.1 Summary of the questionnaire and interview structure.36
Table 4.2 Classification of employees based on age group... 36
Table 4.3 Classification of employees based on age gender. 37
Table 4.4 Classification of employees based on married status ... 37
Table 4.5 Classification of employees based on having children. 37
Table 4.6 Classification of employees based on number of children.... 38
Table 4.7 Classification of employees based on depended parents... 38
Table 4.8 Classification of employees based on number of depended
parents who live with responder 39
Table 4.9 Classification of employees based on their length of service ... 39
Table 4.10 Classification of employees based on their transportation media. 40
 LIST OF FIGURES

Page Number
Figure 1:1 Organization Structure.. 04
Figure 2.1 Bedeians model 22
Figure 2:2 Fornes model ... 23
Figure 2.3 Fornes second model ... 24
Figure 2.4 Carlson and Kacmars model .. 25
Figure 2.5 Netemeyers model 26
Figure 3.1 Conceptual framework.. 28
Figure 4:1 Answer for question 01. 41
Figure 4:2 Answer for question 02. 41
Figure 4:3 Answer for question 03. 42
Figure 4:4 Answer for question 04. 42
Figure 4:5 Answer for question 05. 43
Figure 4.6 Answer for question 06. 43
Figure 4.7 Overall comments on Affective commitment scale... 44
Figure 4.8 Answer for question 08. 45
Figure 4.9 Answer for question 09.. 45
Figure 4.10 Answer for question 10.. 46
Figure 4.11 Answer for question 11.. 46
Figure 4.12 Answer for question 12.. 47
Figure 4.13 Answer for question 13.. 47
Figure 4.14 Overall commitment on continuance commitment scale.. 48
Figure 4.15 Answer for question 15. 49
Figure 4.16 Answer for question 16. 49
Figure 4.17 Answer for question 17. 50
Figure 4.18 Answer for question 18. 50
Figure 4.19 Answer for question 19.. 51
Figure 4.20 Answer for question 20.. 51
Figure 4.21 Overall commitment on continues commitment scale... 52
Figure 4.22 Answer for question 22. 53
Figure 4.23 Answer for question 23. 53
Figure 4.24 Answer for question 24..54
Figure 4.25 Answer for question 25. 54
Figure 4.26 Answer for question 26.. 55
Figure 4.27 Overall commitment on work to family conflict scale . 56
Figure 5.1 Relationship between age and the Pearson Correlation. 66
Figure 5.2 Relationship between married status and the Pearson Correlation 67
Figure 5.3 Relationship between number of children and the Pearson
Correlation. 68
Figure 5.4 Relationship between number of dependent parents and the
Pearson Correlation... 68
Figure 5.5 Relationship between service length and the Pearson
Correlation................ 69
 LIST OF ABBREVIATIONS

HR : Human Resource
HRM : Human Resource Management
IPM : Institute of Personnel Management
WFC : Work Family Conflict
ISB : Industrial Service Burro
GDP : Gross Domestic Product
BOI : Board of Investment
EU : European Union
USA : United States of America
UK : United Kingdom
PQHRM : Professional Qualification in Human Resources
Management
OQC : Organizational Commitment Questionnaire
 TABLE OF CONTENTS

Page
Number
Certification of Supervisor I
Acknowledgement. III
Declaration. IV
Abstract.. V
List of Abbreviations..VI

CHAPTER 01 INTRODUCTION
1.1 Introduction to study.. 1
1.2 Statement of the problem....2
1.3 Objectives of the study...2
1.4 Introduction to the XYZ (Pvt) Limited...3
1.4.1 Company structure 4
1.4.2 Corporate Vision... 5
1.4.3 Mission.
1.4.4 Core Values
1.5 Pharmaceutical industry in Sri Lanka.... 2
Show industry growth during the period in concern, HR structure of the industry,
preferred motivational strategy of the industry
1.6 Significance of the research.. 3
1.7 Hypothesis..
1.8 Conceptual framework.. 5
1.9 Methodology. 5
1.10 Scope and limitations .. 6
1.11 Ethical consideration ... 7
1.12 Summary

CHAPTER 02 LITERATURE REVIEW

2.1 Introduction 8
2.2 The development of the concept of organizational commitment. 10
 2.2.1 The early era: commitment as side-bets 10
Carrot and stick approach,
2.2.2 The middle era: the psychological attachment approach.. 11
Hierarchy of needs
Two factor theory
2.2.3 The third era: the multidimensional approaches 12
Outcome of researchers
2.3 What is Job Satisfaction.. 17
2.3.1 Forms of Satisfaction 19
2.3.2 Definition according to authors...20
2.4 What is Job performance ..
2.4 Related researches as supportive literature 26
2.5 Summary 27
CHAPTER 03 CONCEPTUAL FRAMEWORK AND METHODOLOGY
3.1 Introduction.. 28
3.2 Conceptual framework.. 28
3.3 Hypothesis. 29
3.4 Methodology. 29
3.4.1 Sample... 30
3.4.2 Data collection methods 30
3.4.3 Ethical consideration 32
3.4.4 Procedure.. 33
3.4.5 Methods for assuring confidentiality ... 33
3.5 Presentation of findings. 33
3.5.1 Statistical tools used.. 34
3.6 Chapter summary... 34

CHAPTER 04 DATA PRESENTATION AND ANALYSIS

4.1 Introduction.. 35
4.2 Summary of the questionnaire and interview structure 35
4.3 Measuring and comparing the relationship 36
4.4 Survey results .. 36
4.4.1 Demographic analysis ... 36
4.4.2 Affective commitment scale.. 41
 4.4.3 Continuance commitment scale 45
4.4.4 Normative commitment scale ... 49
4.4.5 Work to family conflict scale ... 53
4.5 Testing hypotheses 57
4.5.1 Hypotheses 01 57
4.5.2 Hypotheses 02 ... 57
4.5.3 Hypotheses 03 ... 58

4.6 Presentation results on interviews and descriptive questions

included in questionnaire. 59
4.6.1 Affective commitment. 59
4.6.2 Continues commitment 60
4.6.3 Normative commitment ... 61
4.6.4 Work to family conflict. 62
4.7 Discussion. 63
4.8 Summary64
CHAPTER 05 CONCLUSION AND RECOMMENDATIONS
5.1 Introduction.. 65
5.2 Conclusion 65
5.2.1 Hypothesis. 65
5.2.2 Affective commitment.. 65
5.2.3 Continuous commitment... 65
5.2.4 Normative commitment. 65
5.2.5 Work to family conflict. 66
5.3 Findings 66
5.3.1 Relationship between age and the Pearson correlation. 66
5.3.2 Relationship between married status and the
Pearson correlation 67
5.3.3 Relationship between number of children and the
Pearson correlation 68
5.3.4 Relationship between numbers of depended parents
and the Pearson correlation.. 68
5.3.5 Relationship between service length and the
 Pearson correlation 69
5.4 Recommendations. 70
5.4.1 Recommendation for enhancing organizational
Commitment. 70
5.4.2 Recommendation for minimizing work family conflicts.. 72
5.5 Limitation of the research.. 73
5.6 Directions for future researches. 74
5.7 Chapter summary... 75

CHAPTER 06 REFLECTIVE ANALYSIS

6.1 Introduction.. 76
6.2 Reflection of the research study 76
6.3 Chapter Summary..78

LIST OF REFERENCES 79 - 81