Orientation: In the 21st century, organisations are grappling with the challenges of
competitive resource markets. Work environments are marked with significant changes due
to globalisation, corporate restructuring and the struggle to retain talent. These changes
have significantly improved employee job satisfaction, affecting performance and
productivity, and primarily changes in organisational citizenship behaviour.
Research purpose: The study explored the relationship between job satisfaction and
organisational citizenship behaviour in a financial services organisation in South Africa.The
objectives of the study were as follows:
● Explore the empirical relationship between job satisfaction and organisational
citizenship behaviour.
● Determine whether job satisfaction predicts organisational citizenship behaviour;
● Propose recommendations to the organisation regarding job satisfaction and
organisational citizenship behaviour and;
● Highlight areas for further Industrial and Organisational Psychology research
regarding job satisfaction and organisational citizenship behaviour.
Motivation for the study: Previous international research studies have found evidence of
the relationship between job satisfaction and organisational citizenship behaviour.
However, research on the relationship between job satisfaction and organisational
citizenship behaviour in a developing country is limited, particularly in the context of South
Africa’s financial services sector. The findings of this study may contribute to the current
literature discussion on these concepts (job satisfaction and organisational citizenship
behaviour) and influence employees’ intention to remain in their present organisation.
Research design, approach, and method: This study employed a quantitative crosssectional
survey-based research design. The Minnesota Satisfaction Questionnaire was
used to measure job satisfaction, while the Organisational Citizenship Behavioural Scale
(OCBS) was used to measure organisational citizenship behaviour. The study used a
convenience sample approach, the two measuring instruments were administered to 97
employees who were employed permanently in a financial services sector organisation South African. Data analyses were conducted using descriptive statistics and techniques,
including regression analysis and correlation statistics.
Main findings: The findings demonstrated a significant and positive relationship between
job satisfaction and organisational citizenship behaviour. The study also found that the
extrinsic job satisfaction employees in the financial organisation were slightly higher than
their intrinsic job satisfaction.
Practical Implications and Contributions: The outcome of this study should be of interest
for top management and human resource practitioners when implementing strategies and
interventions that can create favorable working conditions to reinforce both job satisfaction
and organisational citizenship behaviour, which may result in superior employee and
business performance.
Contribution/Value-add: This study contributes to the growing body of theoretical
knowledge about job satisfaction and organisational citizenship behaviour, as well as its
applicability and implications in a South African context. The findings will add new and
additional insight to existing research on the relationship between job satisfaction and
organisational citizenship behaviour. The study adds valuable insight and information to
the industrial and organisational psychology regarding employee satisfaction in the
financial sector.
Oriëntering: In die 21ste eeu worstel organisasies met die uitdagings van mededingende
hulpbronmarkte. Daar is beduidende veranderings in werkomgewings weens globalisering,
korporatiewe herstrukturering en die stryd om talent te behou. Hierdie uitdagings het die
werkbevrediging van werknemers beduidend verbeter, en ’n uitwerking gehad op prestasie
en produktiwiteit, en hoofsaaklik veranderinge in organisatoriese burgerskapsgedrag.
Navorsingsdoelwit: Die studie het die verhouding ondersoek tussen werkbevrediging en
organisatoriese burgerskapsgedrag in ’n finansiëlediensmaatskappy in Suid-Afrika. Die
doelwitte van die studie was as volg:
● Verken die empiriese verhouding tussen werkbevrediging en organisatoriese
burgerskapsgedrag.
● Bepaal of werkbevrediging organisatoriese burgerskapsgedrag voorspel.
● Maak aanbevelings vir die organisasie ten opsigte van werkbevrediging en
organisatoriese burgerskapsgedrag.
● Beklemtoon areas vir verdere bedryfs- en organisasiesielkunde-navorsing ten
opsigte van werkbevrediging en organisatorise burgerskapsgedrag.
Motivering vir die studie: Vorige internasionale navorsingstudies het bewyse gevind van
die verhouding tussen werkbevrediging en organisatoriese burgerskapsgedrag. Navorsing
oor die verhouding tussen werkbevrediging en organisatoriese burgerskapsgedrag in ’n
ontwikkelende land is egter beperk, veral in die konteks van die Suid-Afrikaanse
finansiëledienssektor. Die bevindings van hierdie studie kan bydra tot die huidige
literatuurbespreking van hierdie konsepte (werkbevrediging en organisatoriese
burgerskapsgedrag) en werknemers se voorneme beïnvloed om in hulle huidige
organisasie te bly.
Navorsingsontwerp, -benadering en -metode: Hierdie studie het ’n kwantitatiewe
opnamegebaseerde navorsingsontwerp gebruik. Die Minnesota-tevredenheidsvraelys is
gebruik om werkbevrediging te bepaal, terwyl die organisatoriese burgerskapsgedragskaal
aangewend is om organisatoriese burgerskapsgedrag te bepaal. Die studie het ’n
gerieflikheidsteekproefbenadering gevolg, en die twee meetinstrumente is toegepas op
97 werknemers wat permanent aangestel is by ’n Suid-Afrikaanse finansiëledienssektor-organisasie. Dataontledings in uitgevoer deur beskrywende statistiek en tegnieke,
insluitende regressie-analise en korrelasie-statistiek.
Hoofbevindings: Die bevindings het ’n beduidende en positiewe verhouding tussen
werkbevrediging en organisatoriese burgerskapsgedrag getoon. Die studie het ook gevind
dat die ekstrinsieke werkbevrediging van werknemers effens hoër was as hulle instrinsieke
werkbevrediging. Verder is daar ook gevind dat werkbevrediging ’n beduidende voorspeller
van organisatoriese gedrag is. Hoewel daar ’n statisties beduidende waarde vir die
voorspelling van werkbevrediging jeens organisatoriese burgerskapgedrag was, kan daar
prakties gesproke ander faktore wees wat steeds kan bydra tot organisatoriese
burgerskapsgedrag.
Praktiese implikasies en bydraes: Die uitkoms van hierdie studie behoort van belang te
wees vir topbestuur en menslikehulpbronpraktisyns wanneer hulle strategieë en ingrypings
implementeer wat gunstige werkomstandighede kan skep om sowel werkbevrediging as
organisatoriese burgerskapsgedrag te versterk, wat kan lei tot hoogstaande werknemeren
besigheidsprestasie. Bydrae/waardetoevoeging: Hierdie studie dra by tot die groeiende teoretiese
kennisversameling oor werkbevrediging en organisatoriese burgerskapsgedrag, asook die
toepaslikheid daarvan in ’n Suid-Afrikaanse konteks. Die bevindings sal nuwe en
bykomende insig by bestaande navorsing voeg oor die verhouding tussen werkbevrediging
en organisatoriese burgerskapsgedrag. Die studie verskaf waardevolle insig en inligting tot
die bedryfs- en organisasiesielkunde ten opsigte van werknemertevredenheid in die
finansiële sektor.
Tlwaetšo: Ngwagengkgolo wa 21, mekgatlo e katana le ditlhotlo tša mebaraka ya didirišwa
tše bohlokwa. Ditikologo tša mošomo di lebeletšwe ka diphetogo tše bohlokwa go ya ka
lefase ka bophara, go bopšaleswa ga kgwebo le katano ya go swaralela talente. Diphetogo
tše di kaonafaditše kudu kgotsofatšo ya mošomo wa mošomi, di ama phethagatšo le
tšweletšo, gomme motheong diphetogo ka boitshwaro bja bodudi ka mokgatlong.
Maikemišetšo a nyakišišo: Nyakišišo e utollotše tswalano magareng ga kgotsofatšo ya
mošomo le boitshwaro bja bodudi ka mokgatlong ka go ditirelo tša ditšhelete tša mokgatlo
ka Aforika Borwa. Maikemišetšo a nyakišišo e be e le ao a latelago:
● Go utolla tswalano ya empherikhale magareng ga kgotsofatšo ya mošomo le
boitshwaro bja bodudi ka mokgatlong.
● Go hwetša ge e le gore kgotsofatšo ya mošomo e bonela pele boitshwaro bja
bodudi ka mokgatlong.
● Go šišinya dikeletšo go mokgatlo mabapi le kgotsofatšo ya mošomo le boitshwaro bja bodudi ka mokgatlong.
● Go gatelela mafelo ao nyakišišo ya Industrial and Organisational Psychology e ka
tšwetšwago pele mabapi le kgotsofatšo ya mošomo le boitshwaro bja bodudi ka
mokgatlong.
Tlhohletšo ya nyakišišo: Dinyakišišo tša dithuto tša go feta tša boditšhabatšhaba di
hweditše bohlatse bja tswalano magareng ga kgotsofatšo ya mošomo le boitshwaro bja
bodudi ka mokgatlong. Le ge go le bjalo, dinyakišišo magareng ga kgotsofatšo ya mošomo
le boitshwaro bja bodudi ka mokgatlong ka nageng yeo e tšwetšego pele di lekaneditšwe,
kudu ka kamanong ya lefapha la ditirelo tša ditšhelete ka Aforika Borwa. Dikhwetšo tša
nyakišišo ye di ka ba le seabe go dikahlaahlo tša dingwalo tša selehono ka dikgopolo tše
(kgotsofatšo ya mošomo le boitshwaro bja bodudi ka mokgatlong) le go huetša
maikemišetšo a bašomi go šala ka mogatlong wa bona wa bjale. Tlhamonyakišišo, aphoroutšhe le mokgwa: Nyakišišo ye e šomišitše tlhamo ya nyakišišo
ye e theilwego go nyakišišo ya khwanthitheithifi karolo-putla (quantitative cross-sectional
survey). Dipotšišonyakišišo tša Kgotsofatšo ya Minnesota (Minnesota Satisfaction) di
dirišitšwe go ela kgotsofatšo ya mošomo, mola Sekala sa Boitshwaro bja bodudi bja
Mokgatlo (Organisational Citizenship Behavioural Scale) (OCBS) se dirišitšwe go ela
boitshwaro bja bodudi bja mokgatlo. Nyakišišo e dirišitše aphoroutšhe ya sampolo yeo e
e loketšego, gomme didirišwa tša go ela tše pedi di dirišitšwe go bašomi ba ba 97 bao ba
šomago sa ruri mokgatlong wa karolo ya ditirelo tša ditšhelete ka mo Aforika Borwa.
Tshekaseko ya datha e dirilwe ka go šomiša dipalopalo le dithekeniki tša tlhalošo, go
akaretša tshekaseko ya poelomorago le dipalopalo tša nyalelano.
Dikhwetšokgolo: Dikhwetšo di laeditše tswalano ye bohlokwa le ya go ba le mohola
magareng ga kgotsofatšo ya mošomo le boitshwaro bja bodudi bja mokgatlo. Nyakišišo e
hweditše gape gore kgotsofatšo ya kantle ya mošomo ya bašomi ka go mokgatlo wa
ditšhelete e godimo gannyane go kgotsofatšo ya ka gare ya mošomo. Go feta moo,
kgotsofatšo ya mošomo e hweditšwe e le kakanyo ye bohlokwa ya boitshwaro bja bodudi bja mokgatlo. Le ge go bile le dipalopalo tša boleng bjo bohlokwa bja kakanyo ya
kgotsofatšo ya mošomo go boitshwaro bja bodudi bja mokgatlo, tirišong go ka ba le mabaka
a mangwe ao a ka bago le seabe go boitshwaro bja bodudi bja mokgatlo.
Dikakanyo tša tirišo le diabe: Dipoelo tša nyakišišo di swanetše go ba tša Kgahliša go
bolaodi ba godimo le badiriši ba didirišwa tša batho mola go diragatšwa maano le
ditsenogare tšeo di ka hlolago maemo a mošomo ao a kgahlišago go maatlafatša bobedi
kgotsofatšo ya mošomo le boitshwaro bja bodudi bja mokgatlo, tšeo di ka feleletšago ka
go mošomimogolo le phethagatšo ya kgwebo.
Seabe/ koketšo- boleng: Nyakišišo ye e na le seabe go kgolo ya kgoboketšo ya tsebo ya
teori ka go kgotsofatšo ya mošomo le boitshwaro bja bodudi bja mokgatlo, gammogo le
tirišo le dikamano ka go kamano ya Aforika Borwa. Dikhwetšo di tla oketša tlhaologanyo
ye mpsha le ye e okeditšwego go dinyakišišo tšeo di lego gona go tswalano magareng ga
kgotsofatšo ya mošomo le boitshwaro bja bodudi bja mokgatlo. Nyakišišo e oketša tlhaologanyo ya boleng le tshedimošo go saekholotši ya intaseteri le mokgatlo mabapi le
kgotsofatšo ya mošomi ka go karolo ya ditšhelete.
