دانلود The link between organizational learning culture and customer satisfaction

Abstract

Purpose– The aim  of this  paper is  to develop  a theoretical  framework  and  conduct  an empirical study  across  different  service  sectors  to  investigate  the  inter-relationships  between  organizational learning culture, employee job satisfaction and their impact on customer satisfaction. It also aims to examine an individual-level variable (educational level) to see if it exerts possible moderating effects on the aforementioned relationships.

Design/methodology/approach– A  structured  questionnaire   was  used  to  collect  data  from employees  in  three  companies  that  belong  to  different  service  sectors  (port,  supermarket  and automobile  repair  service).  A  sample  of  437  usable  questionnaires  from  first  line  employees  was collected. Regression  analysis, including a moderated mediation analysis, was used to examine the relationships.

Findings– The results confirmed the mediating role of employee job satisfaction on the relationship between organizational learning culture and customer satisfaction. In addition, this study empirically supported  the  premise  that  the  indirect  effect  of  organizational  learning  culture  on  customer satisfaction via employee job satisfaction will be stronger when employee education is at a high level than when employee education is at a lower level.

Originality/value– This   study   highlights   that   when   the   employees   are   supported   by   their organization’s culture, not only are they provided with new knowledge and skills, but they are also more likely to be satisfied by their jobs. This spurs them to offer high-quality services that will satisfy their customers’ needs.