Customer Satisfaction

CHAPTER 1

INTRODUCTION

1.1 Background of The Study

Leadership, organizational culture and organizational commitment have always been the three important scopes in an organization. These mentioned aspects have received significant attention in studies of work place. According to Mills (2005), leadership is the set of characteristics that make a good leader and the position or fact of being the leader. A leader is a person or thing that holds a dominant or superior position within its field, and is able to exercise a high degree of control or influence over others. In an organization, leadership conditions affect where leadership has changed in the past, dependent on higher authority and close contact with superiors, organizational structures are unstable over time (Meyer, 1975).

On the other hand, culture has been defined as the way of life, whether in general customs or beliefs of a particular group of people at a particular time (Cambridge Dictionary, 2012). Kane-Urrabazo (2006) stated that cultural norms in an organization can have a strong effect to those involved and the norms are sometimes cannot be seen but that is the mediator that must be focused on if we would like to improve our performance and profitability in an organization. Culture expresses shared assumptions, values and beliefs, and holds the organization together (Trevino and Nelson 1999, p. 207). However, every organization has its own culture, thus the meanings or definitions or even the way they are being interpreted and presented to people may vary accordingly.

Commitment is defined as your willingness to give your time and energy to something that you believe in, whether it is in a form of a promise or a firm decision to perform something. Commitment in any organization is very important as it will affect the whole organization on a large scale. Studies have highlighted that commitment has a great impact on the successful performance of an organization (Nehmeh, 2009). In a successful organization, employers appoint this as a high priority and a must have criteria in an employee working arsenal. Employees with positive feelings about the company they work for will show organizational commitment as strong organizational commitment leads to higher motivation and productivity (Mowday et. al, 1979). In order to instill organizational commitment, employers should create attractive corporate culture environments, harmonious working society, work-life balance ethics and reward those that show both quality performances and company loyalty. Businesses that demonstrate positive contributions to society also garner elevated organizational support. While some companies attempt to gain commitment as part of a business strategy, others have a naturally high level of employee commitment which is a plus point compared to the former. .

Through