The Relationship Between Leadership Style and Job Satisfaction in Order To Gain Customers’ Satisfaction: An Explanatory Study

Abstract

Purpose–This study is to investigate the relationship between leadership style and employees’ job satisfaction in order to gain customers’ satisfaction. As an entrepreneur, is important to have a correct leadership style to create and run his/her business. Therefore, to be a successful entrepreneur, it is important to have the correct leadership style, and to know how to satisfy his/her employees in order to gain customers’ satisfaction. Design/methodology/approach – This study combined two research methods, which were a literature study and a qualitative research through deep interview. Furthermore, this result will be presented through a descriptive explorative research. Findings – Even though according to previous researchers, leadership style and employees’ job satisfaction had a positive and significant relationship. Meanwhile, through this paper, it shows that successful entrepreneurs know the applicable leadership styles for their specific employees in order to gain customers’ satisfaction and business profitability. Education level seems significantly related with the correct leadership styles, even though this paper has limitation to compare between two different employees profile. Research limitation/implication - This research had limitation as study literature with one subject research for deep interview to support this research result. Practical Implications – The research result is expected to support entrepreneurs or future entrepreneurs to focus on the correct leadership style in order to growth their business through satisfied their employees and customers. Originality/value - This paper was inspired by Su-Chao Chang and Ming-Shing Lee (2007) that examine the relationship among leadership, organizational culture, the operational of learning company and employees’ job satisfaction. However, this paper was deeper investigate on the relationship between leadership style and employees’ job satisfaction in order to gain customers’ satisfaction, through a literature study and deep interview with asuccessful SME entrepreneur.