Abstract
M.Com. (Business Management)
The study investigated a business unit within one of South Africa’s major banking brands, a bank holding company which is one of the five largest banking groups in South Africa (Bank ‘A’ Group, 2013). Under the Bank ‘A’ Group umbrella are five cluster units: Retail, Capital, Business Banking, Corporate and Wealth. The study investigated the influence of the internal marketing element “people” on employee satisfaction from a Bank ‘A’ Private Wealth (BAPW) employee’s perspective in order to enhance their satisfaction at Bank A.
A descriptive study design was conducted in order to determine the employees’ perceptions regarding organisational trust, employee empowerment, work conditions as well as leadership style and also in to order determine how these elements lead to employee satisfaction. Based on the literature findings, various research hypotheses were formulated. The empirical study then gathered primary data and the design was quantitative in nature. The unit of analyses for the research was individuals and individuals’ behaviour. The field study was pretested among a small number of units from the sample with characteristics similar to the respondents of this study. A sample of 148 employees was selected and interviewed. Statistical procedures included descriptive statistics, frequency Tables and measurements of the mean, as well as measures of dispersion including the standard deviation. Furthermore, factor analysis was used to group the various questions designed and based on the theory chapter into measurable factors regarding employee satisfaction, trust, empowerment, work conditions and leadership style. Multiple regression analysis was conducted in order to determine if there is a relationship between independent variables in the study and the dependent variable.
The results from the study revealed that there are three main independent variables: Employee empowerment (confidence in ability), work conditions and leadership style that have an influence on employee satisfaction. This suggests that in order for the...