Esnaf ve Sanatkârlarda Firma Performansı Sarmalında Bireysel Etkenlerle (Girişimcilik, Öz Liderlik, Kişilik) İş Tatmini ve Müşteri Tatmini İlişkisi: Kahramanmaraş’ta Bir Alan Araştırması

Yıl 2023, Cilt: 25 Sayı: 2, 610 - 636, 24.06.2023

Mustafa Tuncer Okumuş , İsmail Bakan

https://doi.org/10.32709/akusosbil.1057480

Öz

Bu çalışmanın ana amacı firma performansı, müşteri tatmini, iş tatmini ve kişilik, öz liderlik, girişimcilik ilişkisini ortaya çıkarmaktır. Esnaf ve sanatkârlarla ilgili olarak yapılmış olan bu çalışmada firma performansı, müşteri tatmini, iş tatmini, kişilik, öz liderlik ve girişimcilik kavramları araştırma değişkenlerini oluşturmaktadır. Girişimcilik tutkusu, girişimcilik faaliyeti, girişimcilik yönelimi, girişimcilik öz yeterliliği genel olarak girişimcilik değişkeni bağlamında kullanılmıştır. Beş faktör kişilik ile proaktif kişilik ise kişilik değişkeni için kullanılmıştır. Kişilik, öz liderlik ve girişimciliğin müşteri tatmini ve iş tatmini üzerindeki etki düzeyi araştırma modelinin ilk bölümünü oluşturmaktadır. Müşteri tatmini ve iş tatmininin firma performansı üzerindeki etkisi ise modelin ikinci bölümünü oluşturmaktadır. Esnaf ve sanatkâr olarak Kahramanmaraş’ta yerleşik 555 işletme ile çalışma gerçekleştirilmiştir. Hipotezler regresyon analizi ile test edilmiştir. Araştırma sonuçlarına göre girişimcilik tutkusunun alt boyutlarından icat etme, kurma ve geliştirme, girişimcilik faaliyeti, girişimcilik yönelimi, girişimcilik öz yeterliliği, öz liderlik stratejilerinden yapıcı düşünce stratejisi, beş faktör kişilik tiplerinden dışa dönüklük, duygusal kararlılık ve deneyime açıklık, proaktif kişilik iş tatminini pozitif ve anlamlı olarak etkilemektedir. Girişimcilik tutkusunun alt boyutlarından icat etme, girişimcilik faaliyeti, girişimcilik yönelimi, girişimcilik öz yeterliliği, öz liderlik stratejilerinden davranış odaklı stratejiler, beş faktör kişilik tiplerinden dışa dönüklük ve proaktif kişilik müşteri tatminini pozitif ve anlamlı olarak etkilemektedir. Ayrıca, iş tatmini ve müşteri tatmininin firma performansını pozitif ve anlamlı olarak etkilediği sonuçlarına ulaşılmıştır. Diğer değişkenler için anlamlı etki oluşmadığı görülmüştür.

Anahtar Kelimeler

Girişimcilik, öz liderlik, kişilik, iş tatmini, müşteri tatmini, firma performansı

Destekleyen Kurum

-

Proje Numarası

-

Teşekkür

Bu araştırma makalesi verileri 2020 yılı öncesinde toplanmış olup danışmanlığını Prof. Dr. İsmail BAKAN’ın yaptığı Dr. M. Tuncer OKUMUŞ tarafından hazırlanan “Esnaf ve Sanatkârlarda Firma Performansı Sarmalında Bireysel Etkenlerle (Girişimcilik, Özliderlik, Kişilik) İş Tatmini ve Müşteri Tatmini İlişkisi: Kahramanmaraş’ta Alan Araştırması” isimli doktora tezinden üretilmiştir.

The Relationship of Job Satisfaction and Customer Satisfaction with Individual Factors (Entrepreneurship, Self-Leadership, Personality) in the Spiral of Firm Performance in Business for Tradesmen and Craftsmen: A Field Research in Kahramanmaraş

Öz

In the study, entrepreneurship, self-leadership, personality, job satisfaction, customer satisfaction and firm performance issues were discussed. Entrepreneurial passion, entrepreneurial activity, entrepreneurial orientation, entrepreneurial self-efficacy, self-leadership, five-factor personality types, job satisfaction of proactive personality, customer satisfaction and job satisfaction, and the effect levels of customer satisfaction on firm performance were investigated. First of all, national and international literature research has been done. Afterwards, field research was carried out with the owners of tradesmen and craftsmen operating in Kahramanmaraş. Data were obtained from 555 tradesmen and craftsmen enterprises. Hypotheses were tested using the obtained data SPSS program. In the research conducted; Among the sub-dimensions of entrepreneurial passion, inventing, establishing and developing, entrepreneurial activity, entrepreneurial orientation, entrepreneurial self-efficacy, constructive thinking strategy from self-leadership strategies, extraversion among five factor personality types, emotional determination and openness to experience, proactive personality positively and significantly affect job satisfaction; inventing from the lower dimensions of entrepreneurial passion, entrepreneurial activity, entrepreneurial orientation, entrepreneurial self-efficacy, behavior-oriented strategies from self-leadership strategies, among the five factor personality types, extroversion and proactive personality affect customer satisfaction positively and significantly; It is concluded that job satisfaction and customer satisfaction affect firm performance positively and significantly. It was seen that there was no significant effect for other variables.

Anahtar Kelimeler

Entrepreneurship, self-leadership, personality, job satisfaction, customer satisfaction, firm performance

Proje Numarası

-

Kaynakça

• Abid, G., Arya, B., Arshad, A., Ahmed, S. ve Farooqi, S. (2021). Positive personality traits and self-leadership in sustainable organizations: mediating influence of thriving and moderating role of proactive personality. Sustainable Production and Consumption, 25, 299-311.
• Aburayya, A., Marzouqi, A., Alawadhi, D., Abdouli, F. ve Taryam, M. (2020). An empirical investigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality, Management Science Letters, 10(10), 2147-2158.
• Ahmad, N. ve Seymour R. G. (2008). Defining entrepreneurial activity: Definitions supporting frameworks for data collection, OECD Statistics Working Papers, 2008(1), OECD Publishing. doi:10.1787/243164686763
• Alkan, N. (2007). Beş faktör kişilik ölçegi’ nin geçerlik ve güvenirlik çalısması. Ankara: Yayınlanmamış Araştırma.
• Altınay, L. ve Wang, C. L., (2011). The influence of an entrepreneur's socio-cultural characteristics on the entrepreneurial orientation of small firms. Journal of Small Business and Enterprise Development, 18(4), 673-694.
• Alvarez, S. A. ve Barney, J. B. (2007). Discovery and creation: Alternative theories of entrepreneurial action. Strategic Entrepreneurship Journal, 1(1-2), 11-26.
• Bano, S. ve Siddiqui, D.A. (2019). Culturally-endorsed leadership, social cognition, and entrepreneurial orientation: an empirical inquiry. 1-39, SSRN: https://ssrn.com/abstract=3510946 (Erişim tarihi: 10.08.2020).
• Bateman, T. S. ve Crant, J. M. (1993). The proactive component of organizational behavior: A measure and correlates. Journal of Organizational Behavior, 14(2), 103-118.
• Bayat, G. (2019). Beş faktör kişilik özellikleri ve konaklama işletmeleri çalışanları kişilik özelliklerinin iş doyumu düzeyleri üzerindeki etkisi. İşletme Araştırmaları Dergisi, 11(3), 1575-1588.
• Bender, K. A. ve Heywood, J. S. (2006). Job satisfaction of the highly educated: The role of gender, academic tenure, and earnings. Scottish Journal of Political Economy, 53(2), 253-279.
• Böckerman, P. ve Ilmakunnas, P. (2012). The job satisfaction-productivity nexus: A study using matched survey and register data. ILR Review, 65(2), 244-262.
• Cardon, M. S., Gregoire, D. A., Stevens, C. E. ve Patel, P. C. (2013). Measuring entrepreneurial passion: Conceptual foundations and scale validation. Journal of Business Venturing, 28(3), 373-396.
• Cardon, M. S., Wincent, J., Singh, J. ve Drnovsek, M. (2009). The nature and experience of entrepreneurial passion. Academy of Management Review, 34(3), 511–532.
• Castaneda, G. A. ve Scanlan, J. M. (2014). Job satisfaction in nursing: A concept analysis. In Nursing Forum, 49(2), 130-138.
• Chaudhry, M. S., Sabir, H. M., Rafi, N. ve Kalyar, M. N. (2011). Exploring the relationship between salary satisfaction and job satisfaction: A comparison of public and private sector organizations. The Journal of Commerce, 3(4), 1-13.
• Clark, A., Oswald, A. ve Warr, P. (1996). Is job satisfaction u‐shaped in age?. Journal of Occupational and Organizational Psychology, 69(1), 57-81.
• Dam, S. M. ve Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.
• Dobrow Riza, S., Ganzach, Y. ve Liu, Y. (2018). Time and job satisfaction: A longitudinal study of the differential roles of age and tenure. Journal of Management, 44(7), 2558-2579.
• Donbesuur, F., Boso, N. ve Hultman, M. (2020). The effect of entrepreneurial orientation on new venture performance: Contingency roles of entrepreneurial actions. Journal of Business Research, 118, 150-161.
• Duffy, M. K., Ganster, D. C. ve Shaw, J. D. (1998). Positive affectivity and negative outcomes: The role of tenure and job satisfaction. Journal of Applied Psychology, 83(6), 950-959.
• Elnadi, M. ve Gheith, M. H. (2021). Entrepreneurial ecosystem, entrepreneurial self-efficacy, and entrepreneurial intention in higher education: Evidence from saudi arabia. The International Journal of Management Education, 19(1-100458), 1-16.
• Erdogan, B. ve Bauer, T. N. (2005). Enhancing career benefits of employee proactive personality: the role of fit with jobs and organizations. Personnel Psychology, 58(4), 859-891.
• Fang, N., Yuli, Z. ve Hongzhi, X. (2008). Acquisition of resources, formal organization and entrepreneurial orientation of new ventures. Journal of Chinese Entrepreneurship, 1(1), 40-52.
• Forbes, D. P. (2005). The effects of strategic decision making on entrepreneurial self–efficacy. Entrepreneurship Theory and Practice, 29(5), 599-626.
• Gogtay, N. ve Thatte, U. M. (2017). Principles of correlation analysis. Journal of the Association of Physicians of India, 65(3), 78-81.
• Gümrük ve Ticaret Bakanlığı. (2015). Türkiye’de esnaf ve sanatkarlara sunulan kamusal destekler. Ed.: Yrd. Doç. Dr. İrge Şener, Ankara: Gümrük ve Ticaret Bakanlığı Yayınları.
• Gümüş, Ö.Y. (2009). Kültür, değerler, kişilik ve siyasal ideoloji arasındaki ilişkiler: kültürlerarası bir karşılaştırma (Türkiye-ABD). Doktora Tezi, Ankara Üniversitesi Sosyal Bilimler Enstitüsü Psikoloji (Sosyal Psikoloji) Anabilim Dalı, Ankara.
• Gürbüz S. ve Şahin F. (2016). Sosyal bilimlerde araştırma yöntemleri. Ankara: Seçkin Yayınevi.
• Hair, J. F. JR., Anderson, R. E., Tatham, R. L., ve Black, W. C. (1998). Multivariate data analysis, (5th Edition). Upper Saddle River, NJ: PrenticeHall.
• Hansen, G. S. ve Wernerfelt, B. (1989). Determinants of firm performance: The relative importance of economic and organizational factors. Strategic Management Journal, 10(5), 399-411.
• Hisrich R. D. ve Ramadani V., (2017). Effective entrepreneurial management strategy, planning, risk management and organization. Switzerland:Springer, Cham.
• Houghton, J. D. ve Neck, C. P., (2002). The revised self-leadership questionnaire: Testing a hierarchical factor structure for self-leadership. Journal of Managerial Psychology, 17(8), 672-691.
• Javadi, M. H. M., Rezaee, M. S., ve Salehzadeh, R. (2013). Investigating the relationship between self-leadership strategies and job satisfaction, International Journal of Academic Research in Accounting, Finance and Management Sciences, 3(3), 284-289.
• John, O. P. ve Srivastava, S. (1999). The big five trait taxonomy: History, measurement, and theoretical perspectives. İçinde L. A. Pervin & O. P. John (Eds.), Handbook of Personality: Theory and Research (2. baskı., ss. 102–138). New York: Guilford Press.
• Judge, T. A., Heller, D. ve Mount, M. K. (2002). Five-factor model of personality and job satisfaction: A meta-analysis. Journal of Applied Psychology, 87(3), 530-541.
• Kalleberg, A. L. (1977). Work values and job rewards: A theory of job satisfaction. American Sociological Review, 42(1), 124-143.
• Karagöz, Y. (2019). İstatistiksel Analizler. 2. Baskı, Nobel Yayın, Ankara, ss.:1314.
• Kessler, S. R., Lucuanetti, L., Pindek, S., Zhu, Z. ve Spector, P. E. (2020). Job satisfaction and firm performance: Can employees’ job satisfaction change the trajectory of a firm’s performance?. Journal of Applied Social Psychology, 50(10), 563-572.
• Kickul, J. ve Gundry, L. (2002). Prospecting for strategic advantage: The proactive entrepreneurial personality and small firm innovation. Journal of Small Business Management, 40(2), 85-97.
• Kmieciak, R., Michna, A. ve Meczynska, A., (2012). Innovativeness, empowerment and IT capability: Evidence from smes. Industrial Management & Data Systems, 112(5), 707-728.
• Lee, S. M. ve Peterson, S. J. (2000). Culture, entrepreneurial orientation, and global competitiveness. Journal of World Business, 35(4), 401-416.
• Lin, C. Y. ve Huang, C. K. (2020). Employee turnover ıntentions and job performance from a planned change: The effects of an organizational learning culture and job satisfaction. International Journal of Manpower, 42(3), 409-423.
• Malik, M. E., Danish, R. Q. ve Munir, Y. (2012). The ımpact of pay and promotion on job satisfaction: Evidence from higher education ınstitutes of Pakistan. American Journal of Economics, 2(4), 6-9.
• Marques-Quinteiro, P., Vargas, R., Eifler, N. ve Curral, L. (2019). Employee adaptive performance and job satisfaction during organizational crisis: The role of self-leadership. European Journal of Work and Organizational Psychology, 28(1), 85-100.
• Mayfield, J., Mayfield, M. ve Neck, C. P. (2021). Speaking to the self: How motivating language links with self-leadership. International Journal of Business Communication, 58(1), 31-54.
• Michna, A. (2018). The mediating role of firm innovativeness in the relationship between knowledge sharing and customer satisfaction in smes. Engineering Economics, 29(1), 93-103.
• Morgan G. A., Leech N. L. ve Gloeckner G. W. ve Barret K. C. (2004). SPSS for Introductory Statistics Use and Interpretation. Lawrence Erlbaum Associates Published, New Jersey, ss. 211.
• Neck, C. P. ve Houghton, J. D. (2006). Two decades of self‐leadership theory and research: Past developments, present trends, and future possibilities. Journal of Managerial Psychology, 21(4), 270-295.
• Neck, C. P. ve Manz, C. C. (1996). Thought self-leadership: the ımpact of mental strategies training on employee cognition, behavior, and affect. Journal of Organizational Behavior, 17(5), 445-467.
• Neneh, B. N. (2020). Entrepreneurial passion and entrepreneurial intention: The role of social support and entrepreneurial self-efficacy. Studies in Higher Education, 1-17. DOI: 10.1080/03075079.2020.1770716
• Neto, R. D. C. A., Rodrigues, V. P. ve Panzer, S. (2017). Exploring The Relationship Between Entrepreneurial Behavior and Teachers' Job Satisfaction. Teaching and Teacher Education, 63, 254-262.
• Newman, A., Obschonka, M., Moeller, J. ve Chandan, G. G. (2021). Entrepreneurial passion: A review, synthesis, and agenda for future research. Applied Psychology, 70(2), 816-860.
• Oliver, R.L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25- 48.
• Rathi, N. ve Lee, K. (2016). Emotional exhaustion and work attitudes: moderating effect of personality among frontline hospitality employees. Journal of Human Resources in Hospitality & Tourism, 15(3), 231-251.
• Roberts, H. E. ve Foti, R. J. (1998). Evaluating the interaction between self-leadership and work structure in predicting job satisfaction. Journal of Business and Psychology, 12(3), 257-267.
• Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 21(7), 600-619.
• Schleicher, D. J., Watt, J. D. ve Greguras, G. J. (2004). Reexamining the job satisfaction-performance relationship: The complexity of attitudes. Journal of Applied Psychology, 89(1), 165-177.
• Scott, K. D. ve Taylor, G. S. (1985). An examination of conflicting findings on the relationship between job satisfaction and absenteeism: A meta-analysis. Academy of Management Journal, 28(3), 599-612.
• Sell, L. ve Cleal, B. (2011). Job satisfaction, work environment, and rewards: Motivational theory revisited. Labour, 25(1), 1-23.
• Seomun, G. (2005). The relationship of self-leadership, job satisfaction, and perceived outcome in nurses. Journal of Korean Academy of Nursing Administration, 11(1), 45-58.
• Sesen, H., Tabak, A. ve Arlı, O. (2017). Consequences of self-leadership: A study on primary school teachers. Educational Sciences: Theory & Practice, 17(3), 945-968.
• Söderlund, M. (2018). The proactive employee on the floor of the store and the impact on customer satisfaction. Journal of Retailing and Consumer Services, 43, 46-53.
• Steel, P., Schmidt, J., Bosco, F. ve Uggerslev, K. (2019). The effects of personality on job satisfaction and life satisfaction: a meta-analytic ınvestigation accounting for bandwidth–fidelity and commensurability. Human Relations, 72(2), 217-247.
• Stenholm, P., Pukkinen, T. ve Heinonen, J. (2016). Firm growth in family businesses- the role of entrepreneurial orientation and the entrepreneurial activity. Journal of Small Business Management, 54(2), 697-713.
• Strus, W., Cieciuch, J. ve Rowiski, T. (2014). The Polish adaptation of the IPIP-BFM-50 questionnaire for measuring five personality traits in the lexical approach. Roczniki Psychologiczne, 17(2), 347-366.
• Syed, I., Butler, J. C., Smith, R. M. ve Cao, X. (2020). From entrepreneurial passion to entrepreneurial intentions: The role of entrepreneurial passion, innovativeness, and curiosity in driving entrepreneurial intentions. Personality and Individual Differences, 157, 109758.
• Tabak, A., Sıgrı, Ü. ve Türköz, T. (2013). Öz liderlik ölçeğinin Türkçeye uyarlanması çalışması. Bilig, 67, 213-246.
• TESK. (2020). Esnaf ve sanatkâr tanımı, https://www.tesk.org.tr/view/mevzuat/goster.php?Guid=bb17a9c9-101b-11ea-9eaf-000c29b32a85 (Erişim tarihi: 09.07.2020).
• To, C. K., Martínez, J. M. G., Orero-Blat, M. ve Chau, K. P. (2020). Predicting motivational outcomes in social entrepreneurship: Roles of entrepreneurial self-efficacy and situational fit. Journal of Business Research, 121, 209-222.
• Vila, L. E. ve García‐Mora, B. (2005). Education and the determinants of job satisfaction. Education Economics, 13(4), ss. 409-425.
• Wales, W. J., Kraus, S., Filser, M., Stöckmann, C. ve Covin, J. G. (2021). The status quo of research on entrepreneurial orientation: Conversational landmarks and theoretical scaffolding. Journal of Business Research, 128, 564-577.
• Wei, J., Chen, Y., Zhang, Y. ve Zhang, J. (2020). How does entrepreneurial self-efficacy influence innovation behavior? Exploring the mechanism of job satisfaction and zhongyong thinking. Frontiers in Psychology, 11(708), 1-15.
• Yang, C., Chen, Y., Zhao, X. R. ve Hua, N. (2020). Transformational leadership, proactive personality and service performance: The mediating role of organizational embeddedness. International Journal of Contemporary Hospitality Management, 32(1), 267-287.
• Yüksel, A. N. ve Göksel, A. (2020). Bölgesel kümelenme örneği olarak ahilik teşkilatı. Ahi Evran Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6(3), 794-812.
• Zhai, Q., Willis, M., O'shea, B., Zhai, Y. ve Yang, Y. (2013). Big five personality traits, job satisfaction and subjective wellbeing in China. International Journal of Psychology, 48(6), 1099-1108.