MODERATING INFLUENCE OF EMPLOYEE ENGAGEMENT ON THE RELATIONSHIP BETWEEN ORGANIZATIONAL CULTURE AND SERVICE QUALITY IN UNIVERSITIES IN KENYA
Abstract
This study investigated the moderating effect of Employee Engagement on the relationship between Organizational Culture and Service Quality in universities in Kenya. The study utilized descriptive and causal research designs. Using multi-stage sampling, a sample size of 225 teaching staff was obtained from the business program in four chartered universities. Data was analyzed using descriptive and inferential statistics. To measure the causal relationship, multiple regression and correlation analyses were used. Employee Engagement had no significant moderating effect on the relationship between Organizational Culture and Service Quality in universities in Kenya. This study suggested that the university leadership needs to ensure that jobs are more inspiring and challenging as well to improve engagement levels for employees.
Keywords: Organizational Culture, Service Quality, Universities
CITATION: Ngugi, D. W., Gachunga, H., & Mukanzi, C. (2021). Moderating influence of employee engagement on the relationship between organizational culture and service quality in universities in Kenya. The Strategic Journal of Business & Change Management, 8 (2), 107 – 117.
Full Text:
PDFReferences
Al Shehri, M., McLaughlin, P., Al-Ashaab, A., & Hamad, R. (2017). The impact of organizational culture on employee engagement in Saudi banks. Journal of Human Resources Management Research, 1-23.
Amir, F., & Khan, Z. (2020). Moderating effect of employee engagement on the relationship between personality traits and team performance: A study of employees in private colleges in Oman. International Journal of Business and Management, 15(3), 67-78.
Annamdevula, S., & Bellamkonda, R. (2016). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2), 446-462.
Anuj, K., Rakesh, K., Sengupta, P., & Gautam, B. (2017). Impact of organization’s culture on employees’ commitment: Evidence from five homogeneous units under a group of company operating in different States in India. Journal of Business Studies Quarterly, 8(3), 2152-1034.
Babu, A., & Mohan, A. (2020). Impact of organizational culture on employee engagement in hospitality industry. International Journal of Advanced Science and Technology, 29(12), 2911-2917.
Bailey, C., Madden, A., Alfes, K., & Fletcher, l. (2017). The meaning, antecedents and outcomes of employee engagement: A narrative synthesis. International Journal of Management Reviews,19(1), 31-53.
Bashayreh, A., Assaf, N., & Qudah, M. (2016). Prevailing organizational culture and effect on academic staff satisfaction in the Malaysian higher education institutes. International Journal of Statistics and Systems, 11(1), 89-102.
Buultjens, M., & Robinson, P. (2011). Enhancing aspects of the higher education student experience. . Journal of Higher Education Policy and Management, 33(4), 337-346.
Chen, C., & Kao, Y. (2013). The role of work engagement and job tenure as moderators of the burnout-performance relationship among flight attendants. 13th World Conference on Transport Research.
Chong, Y., & Ahmed, P. (2015). Student motivation and the ‘feel good’ factor: an empirical examination of motivational predictors of university service quality evaluation. Studies in Higher Education, 40(1), 158-177.
Commission for University Education. (2016). State of university education in Kenya, Discussion paper 4. Nairobi.
Crabb, S. (2011). The use of coaching principles to foster employee engagement. The coaching psychologist, 7(1), 27-34.
Creswell, J., & Pablo-Clark, V. (2011). Designing and conducting mixed methods research (2nd ed.). California: Thousand Oaks, Sage Publications, Inc.
Dado, J., Rajic, T, Riznic, D., & Rajic, T. (2011). An empirical investigation into the construct of higher education service quality. International Review of Management and Marketing, 1(3), 30-42.
Denison, D., Nieminen, L., & Kotrba, L. (2014). Diagnosing organizational cultures: A conceptual and empirical review of culture effectiveness surveys. European Journal of Work and Organizational Psychology, 23(1), 145-161.
Gallup Inc. (2013). Engagement at work: Its effects on performance continues in tough economic times: Key findings from Gallup’s Q12 Meta-Analysis of 1.4 million employees.
Gikonyo, C. (2013). Employee engagement and performance of research and training corporations in Kenya. (unpublished Masters dissertation, Kenyatta university).
Greenidge, S. (2010). Leadership communication, culture and employee engagement: A correlation study. (unpublished Doctoral dissertation, University of Phoenix).
Gruman, J., & Saks, A. (2011). Performance management and employee engagement. Human Resource Management Review, 21(2), 123-136.
Hazriansyah, M., Maarif, S., & Kuswanto, S. (2017). ., & (2017). The influence of Organizational culture with employee engagement on performance. International Journal of Scientific and Research Publications, 7(11), 502-510.
Kaliannan, M., & Adjovu, S. (2015). Effective employee engagement and organization success: A case study. Global conference on Business and Social Science, 172, (pp. 161-168).
Kenny, G. (2012). Diversification: Best practices of the leading companies. . Journal of Business Strategy, 33(1), 12-20.
Khan, S. (2016). Influence of organizational culture on teacher's work engagement: An empirical study. IUP Journal of Organizational Behavior, 15(4), 27.
Kim, W., Kolb, J., & Kim, A. (2012). The relationship between work engagement and performance: A review of empirical literature and a proposed research agenda. Human Resource Development Review, 12(3), 248-276.
Ko, I. (2014). Managing organizational culture to engage today's multigenerational workforce. . Academy of Management, 1, (p. 12967).
Krog, A. (2014). The Relationship between organizational culture and work engagement: A multilevel investigation. Unpublished Master's dissertation, University of Oslo.
Kwek, C., Lau, T., & Tan, H. (2010). Quality perception gap inside the higher education institution. International Journal of Academic Research, 2(1), 154-165.
Levering, R. (2016, March 3). This year’s best employers have focused on fairness. Retrieved from Fortune: http://fortune.com/2016/03/03/best-companies-2016-intro/
Markos, S., & Sridevi, M. (2010). Employee Engagement: The key to improving performance. International Journal of Business Management, 5(12), 89-96.
Mehrzi, N., & Singh, S. (2016). Competing through employee engagement: a proposed framework. International Journal of Productivity and Performance Management, 65(6), 831-843.
Mishra, P., & Kodwani, A. (2019). Moderating role of employee engagement on conflict-politics relationship. Benchmarking: An international journal, 26(6), 1781-1798.
Mugenda, O., & Mugenda, A. (2012). Research methods dictionary. Nairobi: Applied Research & Training services.
Naicker, K. (2013). Employee engagement as the moderator between psychological contract breach, perceived support and the intention to quit. (unpublished Master’s dissertation, University of Pretoria).
Njuguna, R. (2016). Influence of organizational culture on employee engagement at KCB head office. (unpublished Masters dissertation, University of Nairobi).
Oluoch, D. (2014). The Moderating Effect of Employee Engagement in the Relationship between Strategic Planning and Organization Performance. (unpublished master’s dissertation, United States International University).
Parent, J., & Lovelace , K. (2018). Employee engagement, positive organizational culture and individual adaptability. Horizon, 26, 206-214. Horizon, 26, 206-214.
Parent, J., & Lovelace, K. (2015). The impact of employee engagement and a positive organizational culture on an individual’s ability to adapt to organization change. Eastern Academy of Management, (pp. 1-20).
Pepra-Mensah, J., & Kyeremhe, E. (2018). Organizational culture: a catalyst for employee engagement in the Ghanaian public sector? Global journal of human resource management, 6(3), 11-28.
Reis, G., Trullen, J., & Story, J. (2016). Perceived organizational culture and engagement: The mediating role of authenticity. Journal of Managerial Psychology, 31(6), 1091-1105.
Rofcanin, Y., Las Heras, M., & Bakker, B. (2017). Family supportive supervisor behaviors and organizational culture: Effects on work engagement and performance. Journal of occupational health psychology, 22(2), 207.
Sang, H., Guyo, W., & Odhiambo, R. (2014). The moderating influence of employee engagement on the relationship between labour productivity and performance-based reward. International Journal of Advanced Research in Management and Social Sciences, 3(9), 10-23.
Sarangi, S., & Srivastava, R. (2012). Impact of organizational culture and communication on employee engagement: An investigation of Indian private banks. South Asian Journal of Management, 19(3), 18-33.
Schaufeli, W. (2011). Work engagement: A key concept of a positive occupational health psychology? Retrieved from http://suportservices.usf.ac.za/dl/userfiles/ Documents/ 00001/608 eng.pdf
Selmer, J., Jonasson, C., & Lauring, J. (2014). Knowledge processing and faculty engagement in multicultural university settings: a social learning perspective. . Journal of Further and Higher Education, 38(2), 211-229.
Shuck, B., & Wollard, K. (2010). Employee engagement and HRD: A Seminal review of the foundations. Human Resource Development Review, 9(1), 89-110.
West, M., & Dawson, J. (2012). Employee engagement and NHS performance. . The Kings fund.
Yan, Y., Zhang, J., & Zhang, H. (2018). A study on the relationship between positive leadership and employee engagement: From the perspective of self-determination. Journal of Clinical Psychology, 12, 102-119.
Young, P. (2012). A glance into organizational culture, ethical workplace climate, and employee engagement levels in a health organization unit. unpublished doctoral dissertation, University of Prince Edward Island.
Zeinab, & Ji-Young. (2017). The effect of organizational culture on employee commitment: A mediating role of human resource development in Korean Firms. . The Journal of Applied Business Research, 33, 1.
Zikmund, W., Babin, B., Carr, J., & Griffin, M. (2010). Business research methods (8th ed). New Delhi: McMillan.
DOI: http://dx.doi.org/10.61426/sjbcm.v8i3.2030
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution 3.0 License.
PAST ISSUES:
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.