Document Type : Original Research

Author

Green Hills College, Rawalakot, Pakistan

Abstract

Governance mechanism has received high attention in previous year and has been a developing for research. This is mainly because of failure of number of firms in different regions. Good governance mechanisms are considered important in aspect of motivation, leadership and independent audit committee to increase the performance with the satisfaction of customers. These factors effect differently in developing and developed countries due to cultural, economic, social issues. The main objective of our research is to understand and determine the effect of governance mechanism on customer satisfaction in Mirpur division AJ&K. Despite the significance of our subject matter no prior research has focus on governance mechanisms in Mirpur division AJ & K. To accomplish the research objectives a quantities method (question was adopted). The questionnaire survey was used to seek the response of governance mechanism in aspect of motivation, leadership and independent audit committee from top level management and response of satisfaction received from customers. The data were analyzed using the statistical package for the social sciences (SPSS) to obtain quantities measure we use Pearson correlation, Mean, Standard deviation and regression. The finding of results shows that the customer satisfaction has positive relationship with motivation, leadership and independent audit committee. This study’s findings will also be beneficial to firms; government and policy maker as their political, social and economic environment are same.

Keywords

Bass, B. M., & Stogdill, R. M. (1990). Handbook of leadership (Vol. 11). New York: Free Press.
Bhatti, N., Maitlo, G. M., Shaikh, N., Hashmi, M. A., & Shaikh, F. M. (2012). The impact of autocratic and democratic leadership style on job satisfaction. International Business Research, 5(2), p192.
Chang, C.C. (2011). Evaluating the quality of airport service using the fuzzy multi-criteria decision-making method: a case study of Taiwanese airports. The Journal of Knowledge Engineering, 01, 1-15.
Danish, R. Q., & Usman, A. (2010). Impact of reward and recognition on job satisfaction and motivation: An empirical study from Pakistan. International journal of business and management5(2), p159.
Dessler, G. (2001). Management leading people in organizations in the 21stcentury (2nd ed.). Upper Saddle River, NJ: Prentice Hall
Donaldson, L & Davis, JH 1991, ‘Stewardship theory or agency theory: CEO governance and shareholder returns’, Australian journal of management, vol. 16, no. 1, pp. 49–64.
Enz, C. A., Canina, L. & Walsh, K. (2006). Intellectual capital: A key driver of hotel performance. Cornell Hotel and Restaurant Administration Quartely, 6(10), 4-18.
Frank, B., & Enkawa, T., (2007). How Economic Growth Affects Customer Satisfaction: A Study from Germany. Asia Pacific Management Conference, 115-120.
Gilbert, G. R., & Veloutsou, C. (2006). A Cross-Industry Comparison of Customer Satisfaction. Journal of Services Marketing, 20(5), 298–308.
Gittell, J. H., Nordenflycht, A., & Kochan, T. A. (2004). Mutual Gains or Zero Sum? Labor Relations and Firm Performance in the Airline Industry. Industrial & Labor Relations Review, 57(2): 163-180.
Kundu, S. C. & Vora, J. A. (2004). Creating a talented workforce for delivering service quality. HR journal Resources Planning, 27(2), 40-51.
McLean, J. (2005, October/November). Management and leadership dispelling the myths. The British Journal of Administrative Management, 16.
McManus, K. (2005) Ask and learn. Industrial Engineer, IE, 37(1), 18-18.
Northouse, P. G. (2001). Leadership: Theory and practice (2nd ed.). Thousand Oaks, CA: Sage.
Saleem, R., Mahmood, A., & Mahmood, A. (2010). Effect of work motivation on job satisfaction in mobile telecommunication service organizations of Pakistan. International journal of business and management, 5(11), p213.
Sinclair, R.R., Tucker, J.S., Cullen, J.C., & Wright, C. (2005). Performance differences among four organizational commitment profiles. Journal of Applied Psychology 90 (6), pp.1280-1287.
Su, X. (2014, January). Analysis on the measures to improve compensation management in SMEs in China. In 2014 International Conference on Global Economy, Commerce and         Service Science (GECSS-14). Atlantis Press.
Vora, Manu K. (2004). Creating employee value in a global economy through participation, motivation, and development. Total Quality Management and Business Excellence, 15(5/6), 793-806.
Warrick, D. D. (1981). Leadership styles and their consequences. Journal of Experiential Learning and Simulation, 3(4), 155-172.
Yang, Z. & Peterson, R.T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & Marketing, 21(10).799–822
Yukl, G. (2006). Leadership in organizations (6th ed.). Upper Saddle River, NJ: Prentice Education