Organizational culture and employee satisfaction at centenary bank, Mbale regional branch. A cross-sectional study.
DOI:
https://doi.org/10.64792/7sn8by31Keywords:
Organizational commitment, service quality, workplace motivation, leadership effectiveness, customer responsiveness, performance alignmentAbstract
Background:
The study aimed to assess the relationship between organizational culture and employee satisfaction at Centenary Bank, Mbale regional branch.
Methodology:
This study adopted a descriptive cross-sectional design incorporating both quantitative and qualitative approaches to assess organizational culture and performance at Centenary Bank, Mbale City. Data were collected from 135 respondents selected using purposive, stratified, and simple random sampling methods. Questionnaires, interviews, and observation checklists were used as data collection tools. Validity was established through expert evaluation, while reliability was tested using Cronbach’s Alpha and pilot testing. Quantitative data were analyzed using descriptive statistics and Pearson correlation in SPSS, whereas qualitative findings were analyzed using thematic analysis techniques.
Results:
Out of 135 targeted respondents, all participated, giving a response rate of 100%. Most respondents were aged 30–39 years (54%), female (65%), and bachelor’s degree holders (72%). Organizational culture strongly supported teamwork (mean=4.90), recognition (mean=4.53), communication (mean=4.20), and employee motivation (mean=4.08), while innovation received mixed responses (mean=3.00). Communication showed the strongest positive relationship with employee satisfaction (r=0.89), followed by innovation (r=0.77), recognition (r=0.66), and teamwork (r=0.56). Service delivery was highly rated in promptness (mean=4.76), customer courtesy (mean=4.76), and responsiveness to complaints (mean=4.90), although regular service improvement scored lower (mean=3.14). Key themes identified included teamwork, communication, recognition, innovation, customer care, and responsiveness. Organizational culture demonstrated a strong positive relationship with service delivery, particularly in prompt service delivery (r=0.726) and complaint response (r=0.573).
Conclusion:
Communication demonstrated a very strong positive relationship with employee satisfaction, with respondents highly appreciating clear expectations and effective information sharing.
Recommendation:
The bank management should improve communication by setting clear goals, timelines, and regular feedback to sustain employee satisfaction.
References
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Copyright (c) 2026 Ivan Lubuye, Evelyn Hope Kyokunda (Author)
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