AN INVESTIGATION THE RELATIONSHIP BETWEEN ORGANIZATIONAL CULTURE AND EXTERNAL CUSTOMER SATISFACTION ORIENTATION (An Empirical Study of four stars hotels in Tripoli- Libya)

Authors

  • Yousef Ali Mohamed Zaroug Brawijaya University
  • Armanu Thoyib
  • Djumilah Hadiwidjojo
  • Ir Solaimun

DOI:

https://doi.org/10.21776/ub.ijabs.2020.28.2.7

Abstract

 ABSTRACT Purpose — This research was conducted to study the effect of information sharing and information quality toward supply chain integration and farmer business performance.Design/methodology/approach — The type of this research is quantitative explanatory research. The data used in this study are primary data obtained by questionnaire. The sampling method uses multistage proportional random sampling, sample obtained amount 200 farmers. Data analysis in this study uses path analysis method with SPSS 23.Findings — The results of this research indicate that the quality of information is not significant to the integration of supply chain and farmer business performance. Information sharing has a positive and significant effect toward supply chain integration and farmer business performance, supply chain integration has a positive and significant effect toward farmer business performance.Practical Implications — Increasing global business competition and efforts to shorten product life cycles are the two main factors that encourage businesses to change their focus from competitive competition to mutually beneficial relationships and cooperation to improve business performance.Originality/value — The main objective of supply chain activities for business activities is a crucial element because with these activities the goods produced can reach the end consumers.Keywords — Information Sharing, Information Quality, Supply Chain Integration, Enterprise Performance.

References

References

Abridah, A. I. A. (2012). The Influence of National and Organisational Culture on Creativity in Libyan Work Environments. The University of Huddersfield.

Abubaker, A. (2007). Influence of core cultural values on the communication behaviour of staff in Libyan organisation. Research Paper, Annual Review of Education, Communication & Language Science, ARECLS, 4.

Agbejule, A. (2011). Organizational culture and performance: the role of management accounting system. Journal of Applied Accounting Research, 12(1), 74-89.

Ahmed, P. K., & Rafiq, M. (2003). Internal marketing issues and challenges. European Journal of Marketing, 37(9), 1177-1186.

Alshibani, E., & Alatwi, A. A. (2010). Measurement of organizational culture and diagnosis of the gap in educational institutions applied study at the University of Karbala. Qadisiyah Journal of Administrative and Economic Sciences, 12(4), 37-65.

Ambrož, M., & Praprotnik, M. (2008). Organisational effectiveness and customer satisfaction. Organizacija, 41(5), 161-173.

Amiri Aghdaie, S., & Faghani, F. (2012). Mobile banking service quality and customer satisfaction (application of SERVQUAL model). International Journal of Management and Business Research, 2(4), 351-361.

Anosike, U. P., & Eid, R. (2011). Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: An empirical study. The Service Industries Journal, 31(14), 2487-2505.

Bass, B. M., Stogdill, R. M., & Bass, R. R. (2008). Stogdill's handbook of leadership: A survey of theory and research: free press.

Baumann, C., Elliott, G., & Burton, S. (2012). Modeling customer satisfaction and loyalty: survey data versus data mining. Journal of Services Marketing, 26(3), 148-157.

Bellou, V. (2007). Achieving long-term customer satisfaction through organizational culture: Evidence from the health care sector. Managing Service Quality: An International Journal, 17(5), 510-522.

Bitsani, E. (2013). Theoretical approaches to the organizational culture and the organizational climate: Exploratory research examples and best policies in health care services. Journal of Human Resource Management, 1(4), 48-58.

Bizi Mubiri, J. (2016). Customer Satisfaction in Hotel Services.

Bowen, J. T., & Chen, S.-L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213-217.

Cameron, K. (2018). Organizational Culture Assessment Instrument online. In O. Online (Ed.), https://www.ocai-online.com/about-the-Organizational-Culture-Assessment-Instrument-OCAI/OCAI-Assessment (Vol. 2018). webpage: OCIA Online.

Conrad, C. A., Brown, G., & Harmon, H. A. (1997). Customer satisfaction and corporate culture: A profile deviation analysis of a relationship marketing outcome. Psychology & Marketing, 14(7), 663-674.

Davidson, M. (2008). Internal marketing. Handbook of hospitality marketing management, 473-500.

Davidson, M. C. (2003). Does organizational climate add to service quality in hotels? International Journal of Contemporary Hospitality Management, 15(4), 206-213.

Day, G. S. (1994). The capabilities of market-driven organizations. Journal of marketing, 58(4), 37-52.

Deshpandé, R., & Farley, J. U. (1999). Executive insights: corporate culture and market orientation: comparing Indian and Japanese firms. Journal of International Marketing, 7(4), 111-127.

Desson, K., & Clouthier, J. (2010). Organizational culture–why does it matter. Paper presented at the Symposium on International Safeguards International Atomic Energy Agency Vienna, Austria.

Ehrhart, M. G., Schneider, B., & Macey, W. H. (2013). Organizational climate and culture: An introduction to theory, research, and practice: Routledge.

Fattah, S., & Twigg, D. (2017). The impact of internal marketing and organisational culture mediated by organisational commitment on operational performance.

Ferreira, M. P., & Li, D. (2010). Transactions Cost Theory influence in strategy research: A review through a bibliometric study in leading journals.

Gillespie, M. A., Denison, D. R., Haaland, S., Smerek, R., & Neale, W. S. (2008). Linking organizational culture and customer satisfaction: Results from two companies in different industries. European Journal of work and organizational psychology, 17(1), 112-132.

Hofstede, G. (1980). Culture and organizations. International Studies of Management & Organization, 10(4), 15-41.

Hofstede, G. (2001). Culture's recent consequences: Using dimension scores in theory and research. International Journal of cross cultural management, 1(1), 11-17.

Hofstede, G. (2018, February 25, 2014). Organisational Culture. Retrieved from https://www.quickbase.com/blog/6-dimensions-of-organizational-culture-which-one-is-right-for-you

Hofstede, G., Hofstede, G. J., & Minkov, M. (2010). Intercultural cooperation and its importance for survival, Nueva York: McGraw Hill.

Homburg, C., Müller, M., & Klarmann, M. (2011). When should the customer really be king? On the optimum level of salesperson customer orientation in sales encounters. Journal of marketing, 75(2), 55-74.

Horowitz, D. M. (2009). A review of consensus analysis methods in consumer culture, organizational culture and national culture research. Consumption, Markets and Culture, 12(1), 47-64.

House, R. J., & Podsakoff, P. M. (2013). Leadership effectiveness: Past perspectives and future directions for research Organizational behavior (pp. 55-92): Routledge.

Huber, G. P., & Power, D. J. (1985). Retrospective reports of strategicâ€level managers: Guidelines for increasing their accuracy. Strategic management journal, 6(2), 171-180.

Hughes, J. (2015). Looking elsewhere: Howard S. Becker as unwilling organisational theorist. Organization, 22(6), 769-787.

Järvi, S. (2012). Developing the Internal Service Quality in Organisation Y.

Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205-223.

Kao, C.-Y., Tsaur, S.-H., & Wu, T.-C. E. (2016). Organizational culture on customer delight in the hospitality industry. International Journal of Hospitality Management, 56, 98-108.

Kim Jean Lee, S., & Yu, K. (2004). Corporate culture and organizational performance. Journal of managerial psychology, 19(4), 340-359.

Kotler, P., & Keller, K. L. (2009). Marketing Management 13th Edition, New Jersey: Person Education: Inc.

Kummerow, E., & Kirby, N. (2013). Organisational Culture: Concept, Context, and Measurement (In Two Volumes). World Scientific Books.

Lim, L. (2002). National culture and organizational behavior of Malaysian and Japanese firms. Innovation, 4(1-3), 88-98.

Makeeva, E. (2010). Service quality and customer satisfaction: case: Restel Hotels in Imatra and Lappeenranta.

Narver, J. C., & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of marketing, 54(4), 20-35.

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.

Pantouvakis, A., & Mpogiatzidis, P. (2013). The impact of internal service quality and learning organization on clinical leaders' job satisfaction in hospital care services. Leadership in Health Services, 26(1), 34-49.

Senarathna, I., Warren, M., Yeoh, W., & Salzman, S. (2014). The influence of organisation culture on E-commerce adoption. Industrial Management & Data Systems, 114(7), 1007-1021.

Sharp, B. (2013). Marketing: theory, evidence, practice. Australia: Oxford University Press.

Srivastava, S., & Prakash, G. (2019). Internal Service Quality: Insights from Healthcare Sector. Journal of Health Management, 21(2), 294-312.

Susanti, E., Sule, E., & Sutisna, H. (2015). The Impact of Internal and External Service Quality (A Case Study among Lecturers and Students).

Susanti, E., Sule, E. T., & Sutisna, H. (2015). The impact of internal and external service quality (A case study among lecturers and students). Mediterranean Journal of Social Sciences, 6(5 S5), 77.

Tsoukatos, E., & Rand, G. K. (2007). Cultural influences on service quality and customer satisfaction: evidence from Greek insurance. Managing Service Quality: An International Journal, 17(4), 467-485.

Varey, R. J., & Lewis, B. R. (2000). Internal marketing: directions for management: Psychology Press.

Wang, G.-L. (2012a). The influence of internal service quality on employee job satisfaction at Taiwan-listed international tourist hotels: Using organisational culture as the moderator. World Transactions on Engineering and Technology Education, 10(3), 174-183.

Wang, G.-L. (2012b). A Study of How the Organizational Culture of International Tourist Hotels Affects Organizational Performance: Using Intellectual Capital as the Mediating Variable. Journal of Global Business Management, 8(1), 189.

Webster Jr, F. E. (1988). The rediscovery of the marketing concept. Business horizons, 31(3), 29-39.

Weeks, J., & Galunic, C. (2003). A theory of the cultural evolution of the firm: The intra-organizational ecology of memes. Organization Studies, 24(8), 1309-1352.

Willcoxson, L., & Millett, B. (2000). The management of organisational culture. Australian Journal of Management and Organisational Behaviour, 3(2), 91-99.

Wilson, A. (2002). Attitudes towards customer satisfaction measurement in the retail sector. International Journal of Market Research, 44(2), 213.

Downloads

Published

2020-08-24

How to Cite

Zaroug, Y. A. M., Thoyib, A., Hadiwidjojo, D., & Solaimun, I. (2020). AN INVESTIGATION THE RELATIONSHIP BETWEEN ORGANIZATIONAL CULTURE AND EXTERNAL CUSTOMER SATISFACTION ORIENTATION (An Empirical Study of four stars hotels in Tripoli- Libya). The International Journal of Accounting and Business Society, 28(2), 121–147. https://doi.org/10.21776/ub.ijabs.2020.28.2.7