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dc.contributor.advisorHeslop, Karl
dc.contributor.authorCharles, Warren Paul.
dc.contributor.otherDept. of Industrial Psychology
dc.contributor.otherFaculty of Economics and Management Sciences
dc.date.accessioned2013-11-26T18:16:58Z
dc.date.available2009/12/11 11:10
dc.date.available2009/12/11
dc.date.available2013-11-26T18:16:58Z
dc.date.issued2008
dc.identifier.urihttp://hdl.handle.net/11394/2462
dc.descriptionMagister Commercii - MComen_US
dc.description.abstractThe purpose of this research is to determine employee satisfaction towards union service delivery and the effect it might have on their motivation. For the purposes of the research, the term customer applies to all union members being serviced by the union and enjoying benefits of negotiations at a centralised or de-centralised level. More generally, trade unions and collective bargaining are seen to enhance the dignity of workers and their control of their working lives, hence the important role trade unions play within the workplace. Service deliveries from a trade union to its members are an important element of employee behaviour and motivation. The research will aim is to measure union members (customer) satisfaction of the service they receive from their union and the impact it possibly has on otivation. The hypothesis of the research is that if workers are satisfied by the service they receive from their trade union their motivational levels will also be high. Alternatively, if workers are dissatisfied by the service they receive from their trade union, their motivation will be low. A Biographical questionnaire, the Organizational Motivation Questionnaire (OMQ) and the Service Quality Questionnaire was administered to respondents to elicit responses on how the aspects of union service delivery impacts on their motivation in the workplace.  The results emanating from the current study indicate that there are statistically significant relationships between work content, payment, promotion, recognition, working conditions, benefits, personal, leadership/ supervision, general and work motivation and satisfaction in the technical department of a media organisation in the Western Cape. Furthermore, results show the nine independent variables (work content, payment, promotion, recognition, working conditions, benefits, personal, leadership/ supervision and general) significantly explained the variance in work motivation and service-delivery. The study also shows a statistically significant difference in motivation and job-satisfaction based on the biographical variables (gender, home language, marital status, age, race, job classification, education, qualifications, job grade and tenure). Multiple regression analysis revealed these variables significant explained the variance in job satisfaction and motivation. The results reveal some interesting insights into the relationship between union service delivery, motivation and job satisfaction amongst unionised workers in a media organisation in the Western Cape. Recommendations are made with respect to the management of this focal area of research.en_US
dc.language.isoenen_US
dc.publisherUniversity of the Western Capeen_US
dc.subjectWork Motivationen_US
dc.subjectEmployee Motivationen_US
dc.subjectService Deliveryen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectTrade Unionen_US
dc.subjectMedia organisationen_US
dc.subjectOrganisational Motivation Questionnaireen_US
dc.subjectService Quality Questionnaireen_US
dc.subjectHygiene Factorsen_US
dc.subjectTraining & Developmenten_US
dc.titleThe relationship between union service delivery, motivation and job satisfaction amongst unionised workers in a media organisation in the Western Capeen_US
dc.typeThesisen_US
dc.rights.holderUniversity of the Western Capeen_US
dc.description.countrySouth Africa


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