IDEAS home Printed from https://ideas.repec.org/a/ers/journl/vxxy2017i3ap554-569.html
   My bibliography  Save this article

Relationship between Servant Leadership in Organizational Culture, Organizational Commitment, Organizational Citizenship Behaviour and Customer Satisfaction

Author

Listed:
  • Retno Purwani Setyaningrum

Abstract

This paper aims to analyze the impact of servant leadership on organizational culture, organizational commitment, organizational citizenship behavior (OCB), and customer satisfaction. This paper also aims to analyze the impact of organizational culture, organizational commitment, and OCB on customer satisfaction.Data was obtained from 240 handycraft customers in the community of handicraft craftsmen in Bekasi Regency. The data was analyzed by using Structural Equation Modeling. The validity and reliability test by using factor analysis shows that the instrument used in research is valid and reliable. The results showed: servant leadership correlated significantly with organizational culture; servant leadership is significantly related to OCB;OCB has a significant relationship with organizational commitment; servant leadership has a significant relationship with customer satisfaction;and organizational commitment has a significant relationship with customer satisfaction.Therefore, servant leadership can have a direct relationship with customer satisfaction, and servant leadership can be organizational culture. Knowledge of the effect of these relationships can be used as input to design strategies to improve customer satisfaction. The findings of the effect of servant leadership in the organizational culture on customer satisfaction have been discussed, however, there are limitations and guidelines for future research that needs to be shown.

Suggested Citation

  • Retno Purwani Setyaningrum, 2017. "Relationship between Servant Leadership in Organizational Culture, Organizational Commitment, Organizational Citizenship Behaviour and Customer Satisfaction," European Research Studies Journal, European Research Studies Journal, vol. 0(3A), pages 554-569.
    • Handle: RePEc:ers:journl:v:xx:y:2017:i:3a:p:554-569
    as

    Download full text from publisher

    File URL: http://ersj.eu/dmdocuments/2017-xx-3-a-37.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. A.I. Bashmakov & V.V. Popov & D.N. Zhedyaevskii & D.N. Chikichev & E.A. Voyakin, 2015. "Generic Heurorithm of Innovation Management from Generating Ideas to Commercialization," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 47-56.
    2. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    3. Denise Parris & Jon Peachey, 2013. "A Systematic Literature Review of Servant Leadership Theory in Organizational Contexts," Journal of Business Ethics, Springer, vol. 113(3), pages 377-393, March.
    4. Peter J Baldacchino & Rosalene Caruana & Simon Grima & Frank H. Bezzina, 2017. "Selected Behavioural Factors in Client-Initiated Auditor Changes: The Client-Auditor Perspectives," European Research Studies Journal, European Research Studies Journal, vol. 0(2A), pages 16-47.
    5. Mustafa Kemal Topcu & Ali Gursoy & Poyraz Gurson, 2015. "The Role of the Servant Leadership on the Relation between Ethical Climate Perception and Innovative Work," European Research Studies Journal, European Research Studies Journal, vol. 0(1), pages 67-80.
    6. E.S. Akopova & N.V. Przhedetskaya, 2016. "Imperative of State in the Process of Establishment of Innovational Economy in the Globalizing World," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 79-85.
    7. Julian Birkinshaw & Allen Morrison & John Hulland, 1995. "Structural and competitive determinants of a global integration strategy," Strategic Management Journal, Wiley Blackwell, vol. 16(8), pages 637-655.
    8. A.V. Sultanova & O.S. Chechina, 2016. "Human Capital as a Key Factor of Economic Growth in Crisis," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 71-78.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Widodo & Chandrawaty, 2021. "Exploring The Principals' Visionary Leaderships' Effect on School Organizational Culture and Teachers' Affective Commitment," Technium Social Sciences Journal, Technium Science, vol. 18(1), pages 21-30, April.
    2. Septiani Nur Hidayati & Dewi Susita & Usep Suhud, 2022. "Factors Determining the Performance of Employees at the Directorate of Islamic Education," Oblik i finansi, Institute of Accounting and Finance, issue 1, pages 128-134, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Apriani Soepardi & Pratikto Pratikto & Purnomo Budi Santoso & Ishardita Pambudi Tama & Patrik Thollander, 2018. "Linking of Barriers to Energy Efficiency Improvement in Indonesia’s Steel Industry," Energies, MDPI, vol. 11(1), pages 1-22, January.
    2. Kawai, Norifumi & Chung, Chul, 2019. "Expatriate utilization, subsidiary knowledge creation and performance: The moderating role of subsidiary strategic context," Journal of World Business, Elsevier, vol. 54(1), pages 24-36.
    3. T.V. Shatkovskaya & N.G. Romanenko & Y.A. Naumenko & E.A. Parshina, 2017. "The Problem of Individualization of Legal Entities in Terms of Innovative Development of the Russian Federation and the European Union Economy," European Research Studies Journal, European Research Studies Journal, vol. 0(1), pages 162-171.
    4. Margarita I. Zabelina & Valeriy V. Nikishkin & Nina T. Arefyeva & Svetlana V. Mudrova & Larisa G. Cherednichenko, 2017. "Theoretical Approaches towards Global Social Development," European Research Studies Journal, European Research Studies Journal, vol. 0(2A), pages 338-345.
    5. Mira Sekar Arumi & Neil Aldrin & Tri Ratna Murti, 2019. "Effect of Organizational Culture on Organizational Citizenship Behavior with Organizational Commitment as a Mediator," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 8(4), pages 124-132, July.
    6. Kamil Ramisovich Bibarsov & Galina Ivanovna Khokholova & Dilara Ramisovna Okladnikova, 2017. "Conceptual Basics and Mechanism of Innovation Project Management," European Research Studies Journal, European Research Studies Journal, vol. 0(2B), pages 224-235.
    7. repec:ers:journl:v:xx:y:2017:i:3a:p:538-553 is not listed on IDEAS
    8. E.A. Posnaya & I.G. Vorobyova & E.M. Sokolova & M.P. Leonova, 2017. "The Role of Human Factors in the Bank Capital Evaluation Framework," European Research Studies Journal, European Research Studies Journal, vol. 0(1), pages 148-154.
    9. Pérez Granero, Luis & Guillén, Manuel & Bañón-Gomis, Alexis J., 2017. "Influencia de los factores de contingencia en el desarrollo del cuadro de mando integral y su asociación con un rendimiento mejor. El caso de las empresas españolas," Revista de Contabilidad - Spanish Accounting Review, Elsevier, vol. 20(1), pages 82-94.
    10. S. Suwanti & U. Udin & W. Widodo, 2018. "Person-Organization Fit, Person-Job Fit, and Innovative Work Behavior: The Role of Organizational Citizenship Behavior," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 146-159.
    11. Colombo, Massimo G. & Rabbiosi, Larissa, 2014. "Technological similarity, post-acquisition R&D reorganization, and innovation performance in horizontal acquisitions," Research Policy, Elsevier, vol. 43(6), pages 1039-1054.
    12. Ellis, Paul D., 2010. "International trade intermediaries and the transfer of marketing knowledge in transition economies," International Business Review, Elsevier, vol. 19(1), pages 16-33, February.
    13. Sri Handayani & Ade Irma Anggraeni & Andriyansah & Suharnomo & Edy Rahardja, 2017. "Analysis of Antecedent and Consequence of Employee Engagement in Small and Medium-Sized Enterprises in Central Java, Indonesia," European Research Studies Journal, European Research Studies Journal, vol. 0(3A), pages 500-510.
    14. Ludvig Levasseur & Jintong Tang & Masoud Karami & Lowell Busenitz & K. Michele Kacmar, 2022. "Increasing alertness to new opportunities: the influence of positive affect and implications for innovation," Asia Pacific Journal of Management, Springer, vol. 39(1), pages 27-49, March.
    15. repec:ers:journl:v:xx:y:2017:i:2b:p:397-411 is not listed on IDEAS
    16. Emilios Galariotis & Christophe Germain & Constantin Zopounidis, 2018. "A combined methodology for the concurrent evaluation of the business, financial and sports performance of football clubs: the case of France," Annals of Operations Research, Springer, vol. 266(1), pages 589-612, July.
    17. Sohn, S.Y. & Gyu Joo, Yong & Kyu Han, Hong, 2007. "Structural equation model for the evaluation of national funding on R&D project of SMEs in consideration with MBNQA criteria," Evaluation and Program Planning, Elsevier, vol. 30(1), pages 10-20, February.
    18. Sohn, So Young & Han, Hong Kyu & Jeon, Hye Jin, 2007. "Development of an Air Force Warehouse Logistics Index to continuously improve logistics capabilities," European Journal of Operational Research, Elsevier, vol. 183(1), pages 148-161, November.
    19. repec:ers:journl:v:vi:y:2018:i:3:p:146-159 is not listed on IDEAS
    20. A.A. Chursin & R.V. Shamin & L.A. Fedorova, 2017. "The Mathematical Model of the Law on the Correlation of Unique Competencies with the Emergence of New Consumer Markets," European Research Studies Journal, European Research Studies Journal, vol. 0(3A), pages 39-56.
    21. repec:ers:journl:v:xx:y:2017:i:2b:p:365-378 is not listed on IDEAS
    22. Liudmila Vasilevna Nikolova & Dmitriy Grigorievich Rodionov & Natalya Vladimirovna Afanasyeva, 2017. "Impact of Globalization on Innovation project Risks Estimation," European Research Studies Journal, European Research Studies Journal, vol. 0(2B), pages 396-410.
    23. Risna Triandhari & Sugiharso Safuan & M. Syamsudin & Halim Alamsyah, 2017. "Optimal Monetary and Macroprudential Policies Under Risk Taking Environment," European Research Studies Journal, European Research Studies Journal, vol. 0(4B), pages 211-226.
    24. Jochen Schweitzer, 2016. "How Contracts And Culture Mediate Joint Transactions Of Innovation Partnerships," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 20(01), pages 1-33, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ers:journl:v:xx:y:2017:i:3a:p:554-569. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Marios Agiomavritis (email available below). General contact details of provider: https://ersj.eu/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.