Mba Dissertation on the Impact of Leadership Style on Customer Care Satisfaction in Entrepreneurship

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Contents 1.0 INTRODUCTION 4 1.1 COMPANY BACKGROUND 5 1.2 BACKGROUND PROBLEM DEFINITIONS 6 1.3 STATEMENT PROBLEM 7 1.4 RESEARCH OBJECTIVE 8 1.5 IMPORTANCE OF THE RESEARCH 8 1.5.1 IMPORTANCE OF THE RESEARCH TO LEADERSHIP 9 1.6 NATURE OF THIS RESEARCH WORK 10 1.7 RESEARCH QUESTIONS 10 1.8 ASSUMPTION 11 1.9 SCOPE 12 1.10 LIMITATIONS 12 1.11 SUMMARY 13 2.0 LITERATURE REVIEW 14 2.1 LEADERSHIP 16 2.2 LEADERSHIP STYLES 19 2.3 THE TRAIT THEORIE 22 2.3.1 THE AUTHORITARIAN/ AUTHOCRATIC LEADERSHIP STYLE 23 2.3.1.1 PARTICIPATIVE (DEMOCRATIC) LEADERSHIP STYLE 24 2.4.1.2 LAISSEZ-FAIR LEADERSHIP STYLE 24 2.5 CONTINGENCY THEORIES 25 2.5.1 CRITICAL VIEW OF HERSEY- BLANCHARD MODEL 28 2.6 POWER AND INFLUENCE THEORIE 29 2.7 ENTREPRENEURSHIP 32 2.8 LEADERSHIP IN ENTREPREURSHIP 35 2.9 CUSTOMER SATISFACTION 36 2.10 MEASURING CUSTOMER SATISFACTION 39 2.13 THE LINK BETWEEN EMPLOYEE TURNOVER AND CUSTOMER SATISFACTION 46 3.0 METHODOLOGY 49 3.1 POPULATION SAMPLE 50 3.2 DATA COLLECTION 51 3.3 INSTRUMENTS 53 3.4 LEADERSHIP STYLE INTERVIEW QUESTIONNAIRE 54 3.5 EMPLOYEE JOB SATISFACTION QUESTIONNAIRE (ESQ) 54 3.6 CUSTOMER SATISFACTION QUESTIONNAIRE (CSQ) 55 2.15 DATA ANALYSIS 56 3.8 RESEARCH LIMITATION 57 3.9 RESEARCH ETHICS 58 4.0 DATA PRESENTATION AND ANALYSIS 59 4.1 EMPLOYEE JOB SATISFACTION QUESTIONNAIRE (ESQ) 60 4.2 LEADERSHIP INTERVIEW QUESTIONNAIRE ANALYSIS 65 4.3 CUSTOMER SATISFACTION QUESTIONNAIRE PRESENTATION AND ANALYSIS 70 4.4 SUMMARY 79 4.4.1 Leadership interview questionnaire 80 4.4.2 Customer care satisfaction 80 5.0 DISCUSSION 82 5.1 Leadership style 84 5.2 Employee job satisfaction 85 5.3 Customer care satisfaction. 86 6.0 SUMMARY, CONCLUSION AND RECOMMENDATION 88 6.1 Summary of purpose 88 6.2 Summary of procedure 89 6.3 91 CONCLUSION 91 6.4 Recommendation 92 7.0 BIBLOGRAPHY 94 8.0 APPENDIX A 106

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