An axis organisational effectiveness : the relationship between job satisfaction, organisational leadership, and customer satisfaction

Abstract

The objective of this research was to develop and test a theoretical model of the construct of organisational effectiveness in a multimedia cable, internet and telecommunications organisation. This research model of organisational effectiveness comprised three other constructs, namely job satisfaction, organisational leadership and customer satisfaction. The contribution provided by this study addresses a void in the research literature in terms of creating and testing a unique theoretical model of organizational effectiveness. The model of organisational effectiveness which was developed, included a valid and reliable measurement questionnaire comprising three parts representing the constructs of job satisfaction, leadership and customer satisfaction. It was used as a diagnostic tool to measure and examine organisational effectiveness in the participating organisation, with potential application in other organisations as well. The research consisted of both the literature review and empirical phases. The literature review involved an examination of the constructs of job satisfaction, organisational leadership and customer satisfaction. As part of the literature review, the construct of organisational effectiveness was explored on the basis of a number of models and theories. The literature review expanded the theoretical knowledge base of the constructs of job satisfaction, organisational leadership, customer satisfaction and organisational effectiveness. With the literature review laying the foundation, the research proceeded to the empirical phase where the organisational effectiveness model was validated by conducting a survey of employees and customers from the organisation. The survey results were then examined utilising structured equation modelling, followed by a confirmatory factor analysis, which confirmed the relationship between the research construct factors and the organisational effectiveness model. After the application of structured equation modelling, a sound goodness of fit was determined between the job satisfaction, organisational leadership and the customer satisfaction constructs as part of the organisational effectiveness model. The empirical phase of this research resulted in confirmation of the theoretical hypothesis by generating a tested and valid model of organisational effectiveness. This model and the statistical findings of the research should benefit the host organisation in maintaining and enhancing organisational effectiveness, as well as its marketplace and industry competitiveness. The organisational effectiveness research/model and integrated measurement instrument developed can be used in other operations and organisations (regardless of industry) because the three constructs of; job satisfaction, organisational leadership and customer satisfaction are common management and organisational challenges in the quest to maximise organisational effectiveness. This research is expected make a meaningful contribution to the body of knowledge, and provides practical application opportunities for industrial and organisational psychologists, which might reignite research interest in the area of organisational effectiveness.