Investigating the relationship between job satisfaction and organisational citizenship behaviour in a South African financial service organisation

Abstract

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.