Organizational Learning Culture, Consumer Satisfaction and Employee’s Attitude: Causality Analysis
Abstract
Keywords
Full Text:
PDFReferences
Amoopour, M., Hemmatpour, M & Mirtaslimi,
Seyed, S. 2001. Job Satisfaction of Employee
and Customer Satisfaction. Arabian Journal
of Business and Management Review (Oman
Chapter). Sohar3 (6): 1–6.
Barnes, A. L. 2015. Relationship Between Job Satisfactiontaff
and Patient Satisfaction: Evidence
from Community Health Centers in South
Carolina. Dissertations, University of South
Carolina.
Bates, R & Khasawneh, S. 2005. Organizational
Learning Culture, Learning Transfer Climate
and Perceived Innovation in Jordanian Organizations.
International Journal of Training
and Development. 9 (2): 96–109.
Blanchard, R. F & Galloway, R. L. 1994. Quality in
Retail Banking. International Journal of Service
Industry Management. 5 (4): 5–23.
Cerne, M., Jaklic, M., Skerlavaj, M., Aydinlik, A. Ü
& Polat, D. D. 2012. Organizational Learning
Culture and Innovativeness in Turkish
Firms. Journal of Management and Organization.
(2): 193–219.
Chaundry, M. A & Shah, N. 2007. Impact of Supportive
Leadership and Organizational
Learning Culture as A Moderator on The Relationship
of Psychological Empowerment
and Organizational Commitment. Journal of
Business Strategies. 5 (1): 39–50.
Cho, I. 2009. Exploring The Relationship Between
Dimensions of Organizational Learning and
Firm’s Financial and Knowledge Performance
in The Korean Business Context. Dissertations.
University of Illinois.
Cirone, J. D. 2003. The Service Profit Chain Viewed
in an Educational Domain: Is there a Correlation
Between Faculty Commitment and
Student Satisfaction? Dissertation, Nova
Southeastern University.
Coats, J. R. 2015. A Comparison of Organizational
Performance in Publicly Traded Companies
With and Without a Mature Organizational
Learning Culture. Dissertations. Capella University.
Coskun, A & Frohlich, C. L. 1992. Service: The
Competitive Edge in Banking. The Journal of
Services Marketing. 16 (1): 15–22.
Cunningham, J. B & Gerard, P. 2000. Characteristics
of Well-Performing Organizations in
Singapore. Singapore Management Review. 22
(1): 35–64.
Dirani, K. M. 2007. The Relationship Among Learning
Organization Culture, Job Satisfaction,
and Organizational Commitment in The
Lebanese Banking Sector and The Effect of
Social Patterns as Moderator Variables. Dissertation.
University of Illinois.
Fecikova, I. 2004. An Index Method for Measurement
of Customer Satisfaction. TQM Magazine.
: 57–66.
Frei, F. X., Kalakota, R., Leone, A. J & Marx, L. M.
Process Variation As a Determinant of
Bank Performance: Evidence from the Retail
Banking Study. Management Science, 45
(9) Performance of Financial Institutions):
–1220.
Freiling, J & Fichtner, H. 2010. Organizational Culture
as the Glue between People and Organization:
A Competence-based View on Learning
and Competence Building. Zeitschrift Für
Personalforschung. 24 (2): 152–172.
Fuentes, S. C. G. 2008. The Link Between Learning
Culture and Organizational Performance in
Organizations Using the Balanced Scorecard.
Dissertation. The University of New Mexico.
Ghozali, I. 2001. Aplikasi Analisis Multivariate Dengan
Program SPSS. Semarang: Badan Penerbit
Universitas Diponegoro.
Jurnal Dinamika Manajemen, 8 (1) 2017, 68-82
Goh, S. C & Ryan, P. J. 2008. The Organizational
Performance of Learning Companies: A
Longitudinal and Competitor Analysis Using
Market and Accounting Financial Data. The
Learning Organization. 15 (3): 225–239.
Gounaris, S. P., Stathakopoulos, V & Athanassopoulos,
A. D. 2003. Antecedents to Perceived
Service Quality: An Exploratory Study in The
Banking Industry. The International Journal
of Bank Marketing. 21 (4/5): 828–853.
Hackman, J. R. & Oldham, G. R. 1975. Development
of The Job Diagnostic Survey. Journal
of Applied Psychology. 60: 159–170.
Hair, J. F. J., Anderson, R. E., Tatham, R. L & Black,
W. C. 2006. Multivariate Data Analysis.
(3rded.). New Jersey: Prentice-Hall Inc.
Harris, L. 2002. The Learning Organisation--Myth
or Reality? Examples from The UK Retail
Banking Industry. The Learning Organization.
(2): 78–88.
Harris, S. G & Mossholder, K. W. 1996. The Affective
Implications of Perceived Congruence
With Cultural Dimensions During Organizational
Transformation. Journal of Management.
(4): 525–45.
He, Y., Li, W & Lai, K. K. 2011. Service Climate,
Employee Commitment, and Customer Satisfaction.
International Journal of Contemporary
Hospitality Management. Bradford 2 (5):
–607.
Heskett, J.L., Jones, T.O., Lovemann, G.W., Sasser,
W. E & Schlesinger, L. A. 1994. Putting The
Service-Profit Chain to Work. Harvard Business
Review. 72 (2): 164–74.
Heskett, J. L., Sasser, W. E & Schlesinger, L. 1997.
The Service Profit Chain. New York, NY: Free
Press.
Holland, J. 2010. Banks, Knowledge, and Crisis: a
Case of Knowledge and Learning Failure.
Journal of Financial Regulation and Compliance.
(2): 87–105.
Hsu, H.-Y. 2009. Organizational Learning Culture’s
Influence on Job Satisfaction, Organizational
Commitment, and Turnover Intention
among R&D Professionals in Taiwan during
an Economic Downturn. Dissertation, University
of Minnesota.
Islam, T., Khan, S. ur R & Ungku Norulkamar Ungku
Bt. Ahmad; Ahmed, I. 2013. Organizational
Learning Culture and Leader-Member
Exchange Quality: The Way to Enhance
Organizational Commitment and Reduce
Turnover Intentions. The Learning Organization.
(4/5): 322–337.
Islam, T., Ahmad Kassim, N., Ali, G & Sadiq, M.
a. Organizational Learning Culture and
Customer Satisfaction: The Mediating Role
of Normative Commitment. The Learning
Organization. 2 (6): 404–392.
Islam,Talat, Khan, S. U. R., Norulkamar Bt. Ungku
Ahmad, U., Ali, G & Ahmed, I. 2014b. Organizational
Learning Culture and Psychological
Empowerment as Antecedents of Employee’s
Job-Related Attitudes: a Mediation
Model. Journal of Asia Business Studies. 8 (3):
–263.
Joo, B.-K & Park, S. 2010. Career Satisfaction, Organizational
Commitment, and Turnover
Intention: The Effects of Goal Orientation,
Organizational Learning Culture, and Developmental
Feedback. Leadership & Organization
Development Journal. 3 (6): 482–500.
Kermani, Z. Z. 2013. A Study of the Linking Between
Job Satisfaction and Customer Satisfaction:
A Case Study of Iran Insurance;
Kerman; Iran. Journal of Marketing Development
and Competitiveness, West Palm (4):
–109.
Lin, Y.-Y. 2006. An Examination of the Relationships
Between Organizational Learning
Culture, Structure, Organizational Innovativeness
and Effectiveness: Evidence From
Taiwanese Organizations. Dissertation, University
of Minnesota.
Lund, D. B. 2003. Organizational Culture and Job
Satisfaction. Journal of Business and Industrial
Marketing. 18 (3): 219–236.
Luthans, F. 2011. Organizational Behavior: An Evidence-
Based Approach. New York: The Mc-
Graw-Hill Companies, Inc.
Maalik, M & Khan, T. H. 2011. Impact of Organizational
Context on Key Determinant of Customer
Satisfaction In Baking Sector of Pakistan.
Interdisciplinary Journal of Contemporary
Research in Business. 3 (2): 1055–1068.
Malik, M. E & Danish, R. Q. 2010. Impact of Motivation
to Learn and Job Attitudes on Organizational
Learning Culture in a Public Service
Organization of Pakistan. South Asian Studies.
(2): 217–235.
Malike, A. 2016. Examining the Relationship between
Organizational Learning Culture, and
Audia Junita / Organizational Learning Culture, Consumer Satisfaction, and...
Customer Satisfaction in Insurance Industry.
European Online Journal of Natural and Social
Sciences. 5 (3): 647–663.
Marsick, V. J. 1998. Transformative Learning from
Experience in the Knowledge Era. (4).: 119–
Meyer, J. P & Allen, N. J. 1991. A Three-Component
Conceptualization of Organizational
Commitment. Human Resource Management
Review. 1: 61–89.
Miller, S. C. 2015. Individual Readiness for Change:
The Impact of Organizational Learning Culture
and Learning Motivation. Dissertation,
Regent University.
Misbach, I., Surachman & Hadiwidjojo, D. A. 2013.
Islamic Bank Service Quality and Trust:
Study on Islamic Bank in Makassar Indonesia.
International Journal of Business and Management.
(5): 48–61.
Murale, V., Singh, J & Preetha, R. 2015. Employee
Commitment and Patient Satisfaction: An
Initial Reflection from Indian Healthcare
Sector. International Journal of Customer Relations.
(1): 22–30.
Namwong, Kantheera, Jhundra-indra, Prathanporn,
Raksong, S. 2015. Dynamic Organizational
Learning Strategy and Firm Survival: A Conceptual
Model. In Proceedings,The Academy
of Organizational Culture, Communications
and Conflict. 20: 12–25.
Pantouvakis, A & Bouranta, N. 2013. The Link Between
Organizational Learning Culture and
Customer Satisfaction: Confirming Relationship
and Exploring Moderating Effect.
The Learning Organization. 20 (1): 48–64.
Parasuraman, A., Zeithaml, V. A & Berry, L. L. 1988.
SERVQUAL: A Multiple-Item Scale for
Measuring Consumer Perceptions of Service
Quality. Journal of Retailing, 64 (1): 12–40.
Park, S. 2011. The Impact of Organizational Learning
Culture, Goal Orientation, Managerial
Effectiveness, and Psychological Empowerment
on Employee’s Workplace Learning.
Dissertations, University of Minnesota.
Permana, M. V. 2013. Peningkatan Kepuasan
Pelanggan Melalui Kualitas Produk Dan
Kualitas Layanan. Jurnal Dinamika Manajemen.
(2): 115-131.
Porter, M. E. 1985. Competitive Advantage. New
York: The Free Press.
Sabir, H. M & Kalyar, M. N. 2013. Firm’s Innovativeness
and Employee Job Satisfaction: The Role
of Organizational Learning Culture. Interdisciplinary
Journal Of Contemporary Research in
Business. 4 (9): 670–686.
Sabri, P. S. U., Ilyas, M & Amjad, Z. 2015. Organizational
Learning Culture and its Effects on
Critical Thinking Skills on Female Teachers
of Public Sector HEI. Bulletin of Education
and Research. 37. (2) Dec 2015: n/a.
Sakapurnama, Eko, Kusumastuti, R. 2013. The Development
of Online Banking System in Indonesia,
Implication in Human Resources
Management Strategy. Advances in Management
& Applied Economics. 3 (2): 123–134.
Santoso, E. 2011. Intellectual Capital in Indonesia:
The Influence on Financial Performance of
Banking Industry. Dissertations, University of
Phoenix.
Sarwono, J. 2007. Analisis Jalur untuk Riset Bisnis
dengan SPSS. Yogyakarta: Andi Offset.
Schein, E. 1996. Culture: The Missing Concept in
Organization Studies. Administrative Science
Quarterly. 41: 229–40.
Schlesinger, L. A & Heskett, J. L. 1991. Customer
Satisfaction is Rooted in Employee Satisfaction.
Harvard Business Review, November-
December: 149–81.
Schulte, M., Ostroff, C., Shmulyian, S & Kinicki,
A. 2009. Organizational Climate Configurations:
Relationships to Collective Attitudes,
Customer Satisfaction, and Financial Performance.
Journal of Applied Psychology. 94 (3):
–634.
Senge, P. M. 1990. The Fifth Discipline: The Art and
Practice of The Learning Organization. New
York: Doubleday/ Currency.
Snipes, R. L., Oswald, S. L., LaTour, M & Armenakis,
A. A. 2005. The Effects of Specific Job
Satisfaction Facets on Customer Perceptions
of Service Quality: an Employee-Level
Analysis. Journal of Business Research. 58:
–1339.
Tanisah & Maftuhah, I. 2015. The Effects Of Service
Quality, Customer Satisfaction, Trust,
And Perceived Value Towards Customer
Loyalty. Jurnal Dinamika Manajemen. 6 (1):
-61.
Testa, M. R. 2001. Organizational Commitment,
Job Satisfaction, and Effort in The Service
Environment. The Journal of Psychology. 135
(2): 226–236.
Jurnal Dinamika Manajemen, 8 (1) 2017, 68-82
Thompson, M. A. 2000. The Relationship Between
Organizational Learning Cultures and Participation
in Decision Making. Dissertation.
Georgia State University.
Toelle, S. 2006. The Linkages Among Service Quality
Attributes, Customer Value, Customer
Satisfaction and Customer Loyalty in Indonesia
Retail Banking. Dissertations, Nova
Southeastern University.
Utami, B. B & Wartini. 2015. Pengaruh Inovasi Layanan
Terhadap Loyalitas Pelanggan Dengan
Kepuasan Pelanggan Sebagai Variabel Intervening.
Management Analysis Journal. 4 (3):
-235.
Vilares, M. J & Coelho, P. S. 2003. The Employee-
Customer Satisfaction Chain in The ECSI
Model. European Journal of Marketing. 37
(11/12): 1703–22.
Wang, X. 2005. Relationships Among Organizational
Learning Culture, Job Satisfaction,
and Organizational Commitment in Chinese
State-owned and Privately-owned Enterprises.
Dissertation, University of Minnesota.
Watkins, K. E & Marsick, V. J. 1997. Dimensions
of The Learning Organization Questionnaire
[Survey]. Warwick, RI: Partners for the
Learning Organization.
Xie, D. 2005. Exploring Organizational Learning
Culture, Job Satisfaction, Motivation to
Learn, Organizational Commitment and Internal
Service Quality in Sport Organization,
Dissertation.The Ohio State University.
Yang-Lim, L. 2004. Customer Service and Organizational
Learning in The Context of Strategic
Marketing. Marketing Intelligence and Planning.
(6): 652–662.
Yang, B. 2003. Identifying Valid and Reliable Measures
for Dimensions of a Learning Culture.
Advances in Developing Human Resources. 5
(2): 152–162.
View Counter: Abstract - 1628 and PDF - 1092
Refbacks
- There are currently no refbacks.