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Review Article

SRP. 2020; 11(6): 280-289


The Moderating Effect of Leadership on the Relationship of Employee Satisfaction, Customer Orientation, and Organization Performance

Kovit Wongsurawat, Kittisak Jermsittiparsert.

Abstract
The purpose the current study is to investigate the moderating impact of leadership on the association of customer intention, employee satisfaction and organizational performance in the pharmaceutical industry of Thailand. For this purpose, data was collected from managers of pharmaceutical industry by using a self-administered questionnaire. The SEM analysis of the study has shown that there is a positive and significant relationship between the customer orientation and organizational performance. The employee satisfaction has an insignificant relationship with the organization. The indirect effect of the study has shown that the leadership has positive and significant moderating effect among all the exogenous and endogenous variables in the pharmaceutical industry of Thailand. These findings have shown that these variable does not only have a direct effect on organizational performance but also indirectly effect to the organizational performance. These findings, therefore, could provide help to business owners to know the importance of good leadership to increase the performance of the organization. The research limitations and future direction are also discussed at the end of the study.

Key words: Customer Orientation, Employee Satisfaction, Organizational Performance, Leadership, Pharmaceutical Industry.



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