THE IMPACT OF LEADERSHIP ON CUSTOMER SATISFACTION Cover Image

THE IMPACT OF LEADERSHIP ON CUSTOMER SATISFACTION
THE IMPACT OF LEADERSHIP ON CUSTOMER SATISFACTION

Author(s): Yılmaz Genç Kurtuluş Yılmaz Genç, Gökhan Karadirek Gökhan Karadirek
Subject(s): Social Sciences, Business Economy / Management, Marketing / Advertising
Published by: Lietuvos verslo kolegija
Keywords: Leadership Behavior; Perceived Organizational Performance; Customer Satisfaction;

Summary/Abstract: The aim of this study is to demonstrate the relationship between the leadership styles, organizational performance, and customer satisfaction. The literature about the concepts were applied to a research on the employees and customers of a company in the hazelnut industry. The data was collected with a survey form that was complied from the related literature. The analysis of the data set showed that, the sub dimensions of the leadership behavior as goer attitude, strategic attitude, details focused attitude, and coordinator attitude have statistically significant and positive relationships with each other. Accordingly, goer behavior, strategic behaviors are associated with perceived organizational performance. By contrast, the details focused attitude and coordinator attitude do not have impacts on the perceived organizational performance. On the other hand, the dimensions, coordinator attitude, perceived organizational performance, and customer satisfaction are not significantly associated.

  • Issue Year: 32/2018
  • Issue No: 1
  • Page Range: 39-47
  • Page Count: 9
  • Language: English
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