The Effect of Management Styles and Employee Behaviour on Customer Satisfaction in the Electronic Manufacturing Industry in Malaysia

The objective of this study was to identify the effect of Management Styles and Employee Behaviours on Customer Satisfaction in the Electronic Manufacturing Industry in Malaysia. The study examined three Management styles namely Authoritarian, Participative and laissez-faire management styles and four Employee Behaviour factors namely patience and acceptance, team player, employees' self perception of themselves and interpersonal relationships. The theoretical framework has been drawn out and questionnaire was designed based on the factors chosen. The data collected were analyzed by using SPSS program which provide relevant analysis such as reliability analysis, frequency analysis, and regression analysis. Ten hypotheses were developed to study the relationships between management styles and employee behaviour on the customer satisfaction in the Electronic Manufacturing Industry in Malaysia. The entire hypotheses were successfully tested with SPSS and three hypotheses were accepted. The regression analysis result shown that the most significant factors affecting employee behaviour is the authoritarian management styles. Participative management styles and the laissez-faire management styles found to have no significant effect on employee behaviour. In contrary to this, participative management styles found to be the most significant factor affecting customer satisfaction. Authoritarian and laissez-faire management styles found to have no significant effect on customer satisfaction. However among four identified employee behaviours namely; patience and level of acceptance, work as a team player, perception of self, and interpersonal skills; only self perception found to be the significant factor affecting customer satisfaction.