Organizational Diversity and Customer Satisfaction

ISBN-13: 9786202024327 / Angielski / Miękka / 104 str.

Ogwuche Ladi Mercy; Ahmed Shehu Awak; Eric Mabonga

Opis

Organizational diversity cannot exist without diverse customers. Looking at the centric objectives of organization sustainability, this study aimed at examining the effect of organizational diversity on customer satisfaction in Kampala International University, Kampala Uganda. The effect of cultural diversity on customer satisfaction using the four core cultures and the effect of employee multiformity on customer satisfaction using few diversity elements was examined. A sample size of 372 responded out of 12603 targeted populations and descriptive correlation survey design was used to collect, interpret and analyze data. Organizational diversity had predictive strength of 64.4% to cause changes on customer satisfaction and employee multiformity had stronger effect on customer satisfaction (59.3%) than cultural diversity effect on customer satisfaction (56.2%). The study concluded that organizational diversity is relevant to customers because it has great effect to determine the extent of customer satisfaction if it implements a "Win Win and Win" therapy for every business participants.

O autorze

Ladi Mercy, OgwucheOgwuche M. holds Master of Arts in HRM with vast experience in sales, marketing and organizational diversity. Ahmed Awak (PhD) is a Senior lecturer in Human Resource Management and Eric Mabonga is an Associate Professor of Banking and Finance.