2.2 El proceso de la trata de personas, sus elementos y contexto criminológico
2.2.2 Contexto criminológico de la trata de personas
This chapter addresses the summary, conclusion and recommendation of the study.
It contains a summary of purpose, summary of procedure, descriptive data and major findings. The chapter ends with conclusion, implication and recommendations for future research.
6.1 Summary of purpose
The purpose of this research work was to investigate the impact of entrepreneurial leadership style on customer care satisfaction.
The findings of this study may be of important to the chief executive officer /
managing director of Nevon Nigeria Limited the case study of this research as it will help redirect the company back on track on how to treat their employees to be able to satisfy their customers.
Finally, this study will be of important to the entrepreneurial society of Nigeria and the world as a whole as it will create awareness of the link between leadership style and customer satisfaction.
The following research question guided this research study
What are the various leadership styles, factors, behaviours, if actually any exist is responsible for entrepreneurial success.
Do leadership style in an organisation relates or connects to how customers’ are satisfied in entrepreneurship?
6.2 Summary of procedure
The population sample of this study consisted of both probability and non probability convenience sample consisting of the CEO of the company in focus, employees of the company as well as selected customers.
The research population was kept in a manageable size by limiting it to only the CEO of the organization, a total of 25 employees with an estimation of 25
customers.
Three data collection tools were utilized by the researcher. First was the leadership interview questionnaire designed by the researcher to obtain information that will describe the style of leadership the organization is practicing
Secondly, was the Frederick Herzberg model of 1968 employees’ job satisfaction questionnaire which was used to gather data in two dimensions, the Hygiene factors and the motivation factors. This was used to determine how employees were
satisfied under the leadership style of the CEO.
The third tool was the customer satisfaction questionnaire. This questionnaire was used to rate the customer customers satisfaction level and to find out from the customer perspective if the CEO leadership style is has a connection to their overall satisfaction.
6.3
CONCLUSION
Concluded from this research was that leadership style has an impact on customer care satisfaction in entrepreneurship. The connection between leadership style and customers satisfaction was established by the creation of link between leadership styles and employees satisfaction; employee job satisfaction and employee turnover and the link between employee turnover and customer satisfaction.
From the literature review it was noticed that leadership style has a link with employees’ job satisfaction as evident by Robbin (2003) that Leaders exhibiting a transformational leadership style in management create a better employee working performance and that transformational leadership is positively correlated with the improvement of their employee’s working environment, the satisfaction of demand as well as executed performance. This research is in agreement with Robbin (2003).
Which was linked to nevon Nigeria limited and the finding was in agreement with the literature review.
From the research finding, 70% of the employee population sample working
condition was poor and just acceptable this as backed up with the result of question number 16 of the employee job satisfaction questionnaire which shows that fifty percent 50% of the population sample blamed their poor working conditions on the leadership style of the organization while twenty percent (20%), to some extent agreed that the leadership style of the organization is connected to their
satisfaction level. 20 % strongly, as well as to some an extent disagreed that their satisfaction has anything to do with the leadership style of the company. 5% neither agreed nor disagreed to the fact. Also greater percentage of customers was not satisfied with company’s rate of responsiveness, employees’ professionalism as well as how the employees understand customers’ needs. as 10 out of 15 customers rated their overall satisfaction with company product and services as poor (67%), 3 customers as well rated their overall satisfaction as fairly good (20%), 2 customer
depicting 13% rated their overall satisfaction as very good. While none of the customers rated their overall satisfaction as outstanding.
This depicted that the company was far away from practicing transformational leadership as presumed by the CEO.
From all the finding in this study, this research is concluding that leadership style actually does have an impact on customer satisfaction. Employees is ready to give their best including a better service to the customers if they are happy with their job.( Ribelin 2003).
6.4 Recommendation
This study provided some insight into specific leadership style, factors and behavior common to entrepreneurs in general.
The preliminary nature of the study, coupled with a design that linked the
description of leadership, entrepreneurship and education gave rise to the need for a wide range of follow – on research. The following are some recommendations for consideration by those conducting research in discipline associated with this study.
It is recommended that for future research work associated with this present study that additional testing should include demographic factor which is not included in this present work. Also full range of leadership frame work is recommended for future replication of this present research work. The establishment of the leadership style of company with the extrapolation of descriptors of successful entrepreneurs in this present study was from the leadership interview questionnaire presented to the CEO of the organization in focus only. Needed is testing to validate other full range of leadership models against all leadership typologies.
This research work is also recommending for any future study associating with this present work to carry out more analysis on customer satisfaction measurement, employee satisfaction as the model used for the employee satisfaction is an old model proposed by Frederick Herzberg in 1968.
Finally, this present study focuses only on one organization in order to find out the impact of the leadership style on customer satisfaction, therefore is recommending for additional organization in order to obtain a more convincing data for analysis.
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