International Journal of Advanced and Applied Sciences
Int. j. adv. appl. sci.
EISSN: 2313-3724
Print ISSN: 2313-626X
Volume 3, Issue 11 (November 2016), Pages: 73-82
Title: Linking leadership styles to customer satisfaction of Palestinian insurance sector: Mediating role of employees’ performance
Author(s): Mahmoud A. Salahat *, Abdul Halim B Abdul Majid
Affiliation(s):
School of Business Management (SBM), College of Business, Universiti Utara Malaysia, UUM 06010 Sintok, Kedah, Malaysia
https://doi.org/10.21833/ijaas.2016.11.013
Abstract:
This study aims to examine the impact of leadership styles on customer satisfaction, in particular, transactional and transformational leadership styles. Furthermore, it examines the mediating role of employees’ performance between leadership styles and customer satisfaction in the Palestinian context. Using data from a survey of 258 employees of insurance companies who have direct dealing with customers, this study tests a structural equation model that relates to leadership styles (i.e., transactional, and transformational), employees’ performance and customer satisfaction. The evidence suggests that neither transactional, nor transformational leadership style impact customer satisfaction directly. On the other hand, the relationship between leadership styles and customer satisfaction is mediated partially by employees’ performance.
© 2016 The Authors. Published by IASE.
This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).
Keywords: Customer satisfaction, Transactional leadership, Transformational leadership, Employees’ performance
Article History: Received 10 September 2016, Received in revised form 25 October 2016, Accepted 11 November 2016
Digital Object Identifier: https://doi.org/10.21833/ijaas.2016.11.013
Citation:
Salahat MA and Majid AHBA (2016). Linking leadership styles to customer satisfaction of Palestinian insurance sector: Mediating role of employees’ performance. International Journal of Advanced and Applied Sciences, 3(11): 73-82
http://www.science-gate.com/IJAAS/V3I11/Salahat.html
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