Impact of Organisational Culture on Organisational Performance: A Study on Eskom, Distribution Division, Northern Cape Operating Unit

This study aims to understand the impact of organisational culture on the employee performance of Eskom. The study contains research aims and objectives, literature review, research methodology, data analysis and findings, and recommendations for improving organisational culture in Eskom.

Running head: DISSERTATION
Impact of organisational culture on organisational performance
Research on Eskom, distribution division, Northern Cape operating unit
Name of the Student
Name of the University
Author Note

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Abstract
The primary objective of this study is to understand the impact of organizational
culture on the employee performance of the Eskom Company. The study contains
the research aims and objectives based on which the study has been conducted.
This has helped in establishing the relationship between culture that is present in the
organization and the performance of the employees in a successful manner. The
different variables and factors that are present in measuring the culture that is
present in the organization has been mentioned in the review of literature part so that
it can help in getting a better understanding regarding the topic that has been taken
up for the process of the research.
The research has been conducted by taking the survey strategy so that the
responses can be collected from the employees and analysed in a proper way. This
has helped the research to be conducted in an authentic manner, as the data were
not manipulated by the researcher. The analysis has been done using MS-Excel so
that the variables can be represented with the help of graphs and statistics. This has
allowed the researcher in comparing the different components of the variables and
analysing it in a proper manner. The analysis has shown that the single factors did
not have any significant impact on the performance of the employees based on the
culture that is present in the organization. Both the genders belonging to different age
groups and having various educational backgrounds are of the view that the culture
in Eskom affects their performance in a positive manner.
The study also consists of the recommendations that are the strategies that needs to
be taken up by the company so that the performance of the employees can be
enhanced maintaining the culture as well within the organization. The study

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concludes that the internal business procedures along with the customer services
need to be enhanced so that it can allow the company in gaining a competitive
advantage in the market.

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Declaration
I_______________________ a bona fide student of
____________________________ in ____________________________, would like
to declare that the dissertation entitled__________________ submitted by me in
partial fulfilment of the requirements for the award of the Degree of
______________________________ in ___________________________ is my
original work.
Place:
Date:
Signature:

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Acknowledgement
I would also like to take this opportunity to thank my professor without whose,
constant support and guidance, the research would not have been possible.
Firstly, I would like to thank God the Almighty in giving me the strength and courage
without which I could not have completed the entire study. Secondly, I would like to
thank my family and relatives who gave me constant support mentally and physically
so that I can complete the study on time. Lastly, I would like to give thanks to my
peers and the friends who have helped me in providing the appropriate information
throughout the project and helped me in doing the in-depth analysis of the research.
Without their proper guidance, it is impossible for me to complete the project.
Thanks and Regards,
Yours Sincerely,

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Table of Contents
Chapter 1: Introduction..................................................................................................8
1.1: Background of the Study....................................................................................8
1.2: Problem Statement.............................................................................................9
1.3: Aims and objectives of the study......................................................................10
1.4: Research questions..........................................................................................11
1.5: Research hypothesis........................................................................................11
1.6: Significance of the study...................................................................................11
1.8: Structure of study..............................................................................................12
1.9: Conclusion........................................................................................................12
Chapter 2: Literature Review......................................................................................14
2.0: Definition of terms.............................................................................................14
2.1: Introduction.......................................................................................................15
2.2: Effect of organizational culture on performance...............................................15
2.3: Hofstede’s approach to organizational culture.................................................19
2.3.1: Means-oriented versus Goal-oriented measures......................................19
2.3.2: Work-oriented versus Employee-oriented.................................................20
2.3.3: Professional versus Local..........................................................................20
2.3.4: Open system versus Closed system.........................................................21
2.3.5: Strict work discipline versus Easy-going work discipline...........................21
2.3.6: Pragmatic versus Normative measures.....................................................22
2.3.7: Power Distance..........................................................................................22

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2.3.8: Individualism versus Collectivism..............................................................22
2.3.9: Masculinity/Feminity...................................................................................22
2.3.10: Uncertainty Avoidance.............................................................................23
2.4: 3-Dimensional review of organizational culture................................................23
2.5: Effect of organizational culture on customer service........................................24
2.5.1: Reliability....................................................................................................25
2.5.2: Responsiveness.........................................................................................25
2.5.3: Assurance..................................................................................................26
2.5.4: Tangibility...................................................................................................26
2.5.5: Theory of Service-Profit Chain...................................................................27
2.6: Effect of organizational culture on the internal business system.....................29
2.7: Communication, performance and organizational culture................................32
2.8: Factors affecting organizational culture............................................................33
2.9: Conclusion........................................................................................................35
Chapter 3: Research Methodology.............................................................................36
3.1: Introduction.......................................................................................................36
3.2: Research Outline..............................................................................................36
3.3: Research philosophy........................................................................................37
3.3.1: Justification................................................................................................37
3.4: Research approach..........................................................................................38
3.4.1: Justification................................................................................................39
3.5: Research design...............................................................................................39

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3.5.1: Justification................................................................................................40
3.6: Research strategy.............................................................................................40
3.6.1: Justification................................................................................................41
3.7: Reliability Test..................................................................................................41
3.8: Sampling technique and sample size...............................................................41
3.8.1: Justification................................................................................................42
3.9: Data collection technique.................................................................................42
3.10: Data analysis technique.................................................................................43
3.11: Ethical considerations.....................................................................................43
3.12: Research Limitations......................................................................................43
3.13: Conclusion..........................................................................................................44
Reference List.............................................................................................................45
Appendices..................................................................................................................55
Appendix 1: Survey questions for employees.........................................................55

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Chapter 1: Introduction
The development of an organization is dependent on the identification and
analysis of the various factors that help in increasing the effectiveness of the firm.
The managers of the organization need to understand the level of commitment of the
employees so that it can help the organization in achieving a higher level of
productivity. The set of rules and objectives need to be made understood by the
managers to the employees so that the culture that is present within the organization
can be associated with them (Awadh & Alyahya 2013). The management of the
organization needs to be responsible for introducing the organizational culture to the
employees so that they can be familiar with the system in a proper way. The
understanding of the organization in a better way by the employees will also help in
improving the performance of the employees, as they will be acquainted with the
system in the best possible manner (Hogan & Coote 2014). The knowledge and
understanding regarding the culture that is present within the organization will also
help in improving the ability of the organizational behaviour so that the employees
can work in a better way (Uskurt et al. 2013).
1.1: Background of the Study
Eskom is a company that is located in South Africa and produces almost 98
percent of the electricity that is consumed by the country and about 45 percent of the
energy is used all over Africa. The company generates and distributes electricity to
companies that are based in the mining sector along with other sectors such as
residential and agricultural companies. The power stations that are being built by the
company along with the power lines help in meeting the rising demand that is present
within South Africa (Eskom 2018). The main focus of the company is to improve and
strengthen the business by generating more amount of electricity and distributing it to

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major firms. The vision of the company is to provide power in a sustainable manner
so that the future can be made better in the country. The mission of the company is
to provide electricity solutions in a sustainable manner within the economy so that it
can help in improving the quality of life within South African people (Eskom 2018).
Recently, the company has been facing various issues with respect to the
technology and the innovative strategies so that the model of the business can be
improved in a proper manner. The company is facing issues regarding the level of
creativity that needs to be addressed properly so that the company can increase its
profits in a sustainable way (Eskom 2018).
1.2: Problem Statement
The major changes that are adopted by the organization helps in executing
the functions so that the minds of the employees can be changed regarding the
particular behaviour that needs to be shown within the organization. The changes
that can be developed within the organization can be done with the help of
technological advancements so that things can be done in a structured manner. The
management structure needs to be changed from a rigid to a flexible manner so that
it helps in associating with the employees in a proper way, which will result in
redundancy risk within the company.
The major changes within Eskom needs to be implemented within a time
period by reviewing the structure of the management. The company did not conduct
any study so that the culture within the organization can be examined on the level of
performance of the employees in the recent years. This was mandatory so that the
organization can be able to associate the culture that is present in gaining control
over the performance of the employees. The culture of the organization needs to be

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aligned with the goals and mission of the company so that the employees can
associate themselves in a better way with the culture.
The relationship between the culture and the change within the organization is
intertwined, as the performance of the employees depend mainly on the culture that
is being followed. Culture is one of the main sources that help in differentiating
between the practices that are present in performance management. The primary
reason for which this study is being conducted is that it will help in establishing the
relationship between the performance of the organization and the culture that is
present. The study will be based on Eskom so that the gaps in the company can be
addressed in a better way. It will also provide suitable recommendations to the
company in improving its culture so that the performance of the employees can be
enhanced.
1.3: Aims and objectives of the study
The main aim of the study will be to analyse the impact of organizational
culture on the organizational performance within Eskom. It will be done by identifying
the various elements that are present in organizational culture and the ways in which
it influences the performance of the organization. Additionally, in the study the gaps
that are present in the culture of the company will also be examined and suitable
recommendations has been provided. The objectives of the research will be as
follows:
 To identify the current organisational culture that is found at Eskom
 To identify the impact of organisational culture on the performance of the
organisation Eskom

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 To recommend suitable strategies for improving organisational culture in
Eskom
1.4: Research questions
The current research study will be based on the following questions:
1. What are the different elements in organisational culture of Eskom?
2. What is the impact of organisational culture on organisational performance
in Eskom?
3. What strategies can be recommended for improving the organizational
culture so that performance can be enhanced within Eskom?
1.5: Research hypothesis
The research will be based on the following hypothesis:
H0- Organisational culture does not have impact on organisational performance in
Eskom
H1- Organisational culture does have impact on organisation performance in Eskom
1.6: Significance of the study
It is very important in understanding the culture so that it can help the
organization in a better way. Proper knowledge regarding culture helps in spreading
awareness within the organization so that it can help in accepting the changes and
providing better benefits to the employees as well. The management of the company
needs to assess the culture that is present in the organization so that the basic
problems can be understood that can be reduced to increase the performance of the
employees. The management along with the human resource department needs to
examine the findings so that it can help in understanding the extent to which the
culture plays an important part within the organization. It will also help the company

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in reviewing the recommended strategies to the upper management and the
management of the company so that it can help them to improve the performance of
the employees.
1.8: Structure of study
The first chapter is the introduction part that helps in presenting the
background of the study along with the research objectives, questions and
hypothesis. The second chapter will deal with the review of literature that will help in
providing the factors that helps in creating an impact of organizational culture on the
performance of the organization. The third chapter is the research methodology,
which will allow the researcher in stating the methodological tools that are present so
that the research can be conducted accordingly.
The fourth chapter will consist of the data analysis and findings from the
questionnaire that has been prepared so that it can help in understanding the
problem that is present. The fifth chapter will consist of the concluding statement that
will sum up the entire study and provide recommendations for the company as well.
This will help the company in adopting the strategies so that the performance of the
employees can be increased to a great extent.
1.9: Conclusion
The study comprised of the background of the research and has established
the link between the organizational culture and its impact on organizational
performance. The problem has been defined in a proper manner so that the study
can be done in an efficient manner. The objectives and questions have also ben
stated in this chapter based on which the rest of the study will be conducted. In the

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following chapter, all the relevant concepts regarding culture and performance of
employees will be discussed so that the research can be done in an effective way.

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Chapter 2: Literature Review
2.0: Definition of terms
Organizational culture
It is a system where the values and beliefs are governed regarding the
behaviour of the people in the organization. The shared values influence the people
in a strong manner within the organization so that it can allow them in acting and
performing the job in a proper way. It can be stated that the culture within the
organization is unique and is based on eight characteristics that help in the
orientation of the organization. These characteristics are risk, achievement,
precision, teamwork, collaboration, competitiveness, rules and fairness (Schneider,
Ehrhart & Macey 2013).
Organizational change
It is the way through which the organization transitions itself from one state to
another, which can be done in a planned or unplanned manner. The changes that
take place in a planned manner is when the decisions are taken in a deliberate
manner by the organization and the unplanned changes are the ones which takes
place due to some unforeseen circumstances (Bolden 2016). These changes can
take place within the organization due to the development of the internal or the
external factors. The internal factors that may help in the development of the
changes are the expectations of the employees, crisis such as strikes or the
mismanagement of the financial statements. The external factors that acts as a
catalysts are the globalisation effects, diversity in the work force, technological
development and change of the rules in the ethical behaviour of the employees
(Buschgens, Bausch & Balkin 2013).

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Organizational performance
It can be defined as the ability that helps the organization in fulfilling the
mission through proper management along with a strong framework of governance. It
also helps in understanding the requirements that will lead to achievement of better
results. It can be stated that performance of the organization can be achieved by
working together so that it can provide the best results and satisfy the customers as
well (Fowler 2013).
2.1: Introduction
The study will mainly focus on determining the impact of culture that is present
within the organisation on the performance of the employees within the organization
as well. The study will be focused mainly on Eskom that is located in South Africa.
The literature review has been divided in to two sections where the first section will
deal with the impact of the culture on the financial performance of the organization in
and the second section will deal with impact of organizational culture on the service
that is being provided to the customers by the organization.
2.2: Effect of organizational culture on performance
The study will help in establishing a link between the cultures that is present in
the organization with the performance of the organization. The culture that is present
is based on the system that will allow the employees in taking the decisions in a
proper manner. It is a set of beliefs, assumptions and values that help in defining the
ways through which the business need to be conducted (Helmreich & Merritt 2017).
There are four basic roles that has been discussed later in the chapter that helps in
the development of organizational culture such as the sense of identity among the
members, increasing the level of commitment among the employees, increasing the

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values within the organization and forming the behaviour in a proper way through
central mechanism (Park & Shaw 2013).
The culture present in the organization has a greater influence on the
performance of the organization, as it helps in dictating the ways in which the things
need to be done. The idea that is present within the organization along with the
working environment needs to be proper so that the targets of the employees can be
met accordingly and stability can be maintained within the organization (Gimenez-
Espin, Jimenez-Jimenez & Martinez-Costa 2013). The main focus is on the culture
that is competitive in nature, entrepreneurial culture, consensual and bureaucratic
culture as well, which helps in understanding the performance of the organization in a
better manner. Most of the employees within the organization likes to take up the
entrepreneurial culture, as it helps them in maximising the ability so that exploitation
of creativity and innovation along with independence can be managed properly
(Jacobs et al. 2013). Cadden, Marshall and Cao (2013) stated that the use of proper
culture within the organization allows in formulating better policies so that the
strategies that are implemented within the system can be taken care in a proper
manner as well. However, it has to be noted that the strategies that are taken up in
the organization has to be compatible with the culture that is present in the
organization so that the performance within the work place can be improved to a
great extent (Real, Roldan & Leal 2014).
There are many types of cultures that can be seen within the organization.
These different types of culture is the result of the behaviour of the employees within
the organization (Noruzy et al. 2013). Firstly, counter culture is a method of shared
beliefs along with values that are opposite to that of the beliefs that are present within
the organization. It is the type where the culture is exerted forcefully up on the

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employees by the managers and the leaders of the organization (Bolden 2016). This
type of culture is classified as dangerous, as the original values and beliefs are not
being shared within the organization (Helmreich & Merritt 2017). Weak culture is yet
another form of culture that exists within the organization and the bond among the
employees is loosely joined. This affects the level of diversity within the organization,
as the employees cannot work in a proper manner and share the values and beliefs
that are present within the company (Real, Roldan & Leal 2014).
Another type of culture that is present within the organization is known as sub
culture where the various cultural segments such as values, beliefs and behavioural
norms change according to the different geographical areas or different departments
within the organization. It is the perception of the employees within the organization
regarding their commitment towards the work being carried out by them (Chowdhury,
Akhtar & Zaheer 2013). The other type of culture that exists within the organization is
known as strong culture where most of the employees within the organization have a
common set of values and beliefs towards the company. This takes place due to the
fact that the managers help in bridging the gap between the employees so that a
stronger bond can be present within them. The management of the company also
considers the employees to be more important than the rules that are present within
the organization (Hubbard, Stein & Mehan 2013).
The culture of the organization can be measured through various indicators
such as the confidence of the employees regarding the future of the organization
along with the communication level that takes place internally. It is also based on the
strategies that are taken up by the business in sharing it with the employees by the
management so that their performance can be improved to a great extent (Alegre &
Chiva 2013). It also results in making the management highly disciplined so that the

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feedback of the employees regarding their performance and the rewards that they
are getting can be understood in a better manner. The culture within the organization
has to be strong so that it can help in setting out the values and principles in a proper
manner (Fu & Deshpande 2014). The leaders of the organization also plays an
important part in making the values so that the commitment of the employees can be
sincere towards the company. With this respect, it can be seen that Eskom is facing
serious leadership problems, as the values and culture within the organization are
not created in a proper manner. This has led to the rise of dissatisfaction among the
employees and hampered their performance as well (Edwards & Hulme 2014).
According to Alegre and Chiva (2013), the use of culture in the organization
will help the company in improving the level of satisfaction among the employees
regarding the jobs that are being carried out by them. It also results in increasing the
level of awareness among the employees regarding the skills that will help in solving
the problems present within the organization. Real, Roldan and Leal (2014) further
added that the presence of culture seems to be incompatible with respect to the
expectations that are present within the external and internal stakeholders, which
results in decreasing the level of success of the organization. There is a clear
association between the performance and culture that is present within the
organization and its relationship nature is miscellaneous in nature. Previous
researches have shown that the relation between better performance and quality of
culture that is present are not persistent in nature after a certain period of time.
The impact on the performance of the employees with respect to the culture
that is present in the organization is typically based on three ideas. Firstly, the
employees need to have a proper knowledge regarding the culture so that the way in
which the organization functions can be understood properly (Fu & Deshpande

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2014). The idea of this knowledge helps the organization in providing better quality of
information regarding the behaviour of the employees. Secondly, the culture within
the organization helps in increasing the values and philosophies with respect to the
organization so that it can help in creating a feeling of achieving the goals in a joint
manner so that the shared values of the employees can be increased (Gimenez-
Espin, Jimenez-Jimenez & Martinez-Costa 2013). Lastly, it also acts as a mechanism
of control so that the behaviour of the employees can be favourable towards the
organization. It helps the organization in carefully selecting, recruiting and retaining
the employees by matching them with the goals of the organization. This leads to a
greater amount of efficiency among the employees within the organization
(Helmreich & Merritt 2017).
2.3: Hofstede’s approach to organizational culture
The use of this approach allows the organization in analysing the culture that
is present in a proper manner. The use of this model allows for measuring the culture
through seven dimensions such as the high and low distance of power, collectivism
versus individualism, feminity versus masculinity, orientation in a long-term and
short-term manner respectively along with others (O’Reily & Tushman 2013). There
are also minor measurements that can be used such as the goal versus means
orientation, employee versus work orientation, local versus professional, closed
versus open system along with work discipline in an easy-going manner versus the
discipline in work and normative versus pragmatic (Chowdhury, Akhtar & Zaheer
2013). All of these measurement has been discussed below in detail.
2.3.1: Means-oriented versus Goal-oriented measures
The means-oriented system is where the workers need to relate with the way
in which the work needs to be done, as it is the basic element that helps in

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understanding the ways in which the work needs to be done. It is through this
orientation that the objectives that are placed internally helps in relating the results of
the employees in a proper way (Alvesson & Sveningsson 2015). The corporate
societies need to be oriented towards the goals so that the work can be done in a
proper manner. The organizations need to be oriented towards the goals so that it
can help in focussing strongly in the internal matters and the information that is
passed through the management needs to be communicated as well to the
employees (Mora 2013).
2.3.2: Work-oriented versus Employee-oriented
The organizations that has a culture that is oriented mainly towards the
employees need to address the issues of the employees in an individual manner so
that the liability of the employees can be handled properly (Truss et al. 2013).
However, it is to be noted that the organizations that are oriented more towards work
pressurises the employees to work regardless of their welfare, which might affect
their health to a large extent (Hubbard, Stein & Mehan 2013). Eskom is focussed
more towards the welfare of the company by increasing its level of production, which
has caused detrimental effects on the health of the employees.
2.3.3: Professional versus Local
Professionalism is required for the companies to work in a better way, as the
working environment is built according to the suitability of the employees. It is due to
the fact that the professional environment within the work place helps in attracting the
employees and allowing them to associate themselves with the objectives and goals
that are present in the organization (Nica 2013). In a local company, the employees
need to be related with the mangers in the units where they are working so that they
are concerned with increasing the level of productivity in that specific area. This

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allows for an increase in the level of productivity within the organization. The
guidelines of what to do are given to the employees in a proper manner and therefore
there is less interaction with the senior management of the organization (Bolman &
Deal 2017).
2.3.4: Open system versus Closed system
This distinction helps in identifying the information that is available within the
organization so that the external and internal correspondence can be done in a better
way. This type of framework allows the employees to fit within the organization in a
proper manner (Azanza, Moriano & Molero 2013). The flow of information within
Eskom is confidential in nature and the control are internal so that it can help in
ensuring that the information is put in place. If these results leak out, competitive
companies may gain an advantage by accessing these information (Mills 2017). This
shows that Eskom follows a closed system rather than an open system.
2.3.5: Strict work discipline versus Easy-going work discipline
This system allows in structuring the internal control so that the punctuality
and formality of the organization can be maintained. The work discipline that is strict
in nature allows the employees to be conscious regarding the cost incurred by the
organization along with the timeliness in which the work needs to be done (Jacobs et
al. 2013). On the contrary, the work discipline that is easy going allows for a loose
structure of internal control with less consistency within the system. Eskom follows an
easy going work discipline, which has resulted in less control over the internal
structure. The level of consistency amongst the employees have also decreased due
to this factor (Wiewiora et al. 2013).

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2.3.6: Pragmatic versus Normative measures
This measure is also known as an internally versus externally driven factor.
With respect to the internal factors, the employees have to understand the best
outcomes that are required by the clients. Apart from this, the external drive in the
organization is where the emphasis is mainly on meeting the prerequisites of the
clients (Wang & Rafiq 2014). Eskom mainly follows a normative style where they
make it a point to meet the requirements of the clients in a proper manner. This is
due to the fact that it would help in understanding the needs and preferences of the
customers in a better manner.
2.3.7: Power Distance
It is the degree to which the people within the organization has distribution of
the power in a balanced manner. The power distance is also the degree to which the
nature in which the organization is operating and the acceptance of the factors that
may result in the physical and mental capabilities to increase the rate of inequality for
the welfare business among the citizens (Choo 2013).
2.3.8: Individualism versus Collectivism
Individualism is the quality of culture that helps in developing the social
framework in a flexible manner so that the majority of the stress can be on protecting
the family as well the people themselves. Collectivism on the other hand is where the
social framework is closely knit so that the people can come together and help others
who are in need of it (Bortolotti, Boscari & Danese 2015).
2.3.9: Masculinity/Feminity
The use of masculinity is where the achievement, assertiveness, rewards and
heroism can be determined and this will help in the success of the organization.

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Feminity on the other hand, is where the work that is being done in the organization
is carried out through proper coordination and emotions so that the quality of work
can be increased (Barbera 2014).
2.3.10: Uncertainty Avoidance
It is the quality of national culture that helps in describing the degree to which
the society where the organization is operating in feels threatened through
unavoidable situations and the means by which it can be avoided (Walkins 2013).
2.4: 3-Dimensional review of organizational culture
The use of these dimensions was the contribution of Burke and Litwin where
the first-dimension deals with the distinctions that are present in the organization
such as structure along with the dress codes that are present within the employees. It
is also inclusive of the level of interaction that takes place with the external members
along with the each other (Campbell & Gritz 2014). The dress code within Eskom is
formal where the employees need to wear dark suits and ties and shirts for the male
employees where the female employees have to wear long skirts with a formal hair
style. This helps in increasing the integrity of the value that is present within the
organization so that the goodwill is maintained in the market.
The second dimension of organizational culture is where the vision, mission
and personal values within the organization has to be communicated in an effective
manner with the employees. The mission and vision of Eskom is portrayed in a
proper manner so that it can help the employees in associating themselves with it,
which will result in increasing the level of output (Belias & Koustelios 2014). The
development of the values within the employees through proper induction and
training is important, as it will help the company in understanding their needs and

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preferences. Additionally, the official website of the company also contains the
mission and vision that helps in spreading awareness within the clients so that the
values can be upheld by the employees (Campbell & Goritz 2014).
The third dimension of organizational culture is where the cultural elements
are present, which helps in spreading awareness among the members. Since the
company is a public institution, it is important that the work that is being done is
transparent in nature and accountable (Kim 2014). This dimension helps the
customers in getting a better knowledge regarding the services and the products that
are being provided to the organization in the market. This also allows in increasing
the level of loyalty among the customers so that they can help in improving the level
of profits that are being made by the organization. The transparency that is being
maintained within the organization will result in providing better level of information to
the shareholders and the stakeholders regarding the policies and procedures that are
being taken up in the organization. This allows the company in understanding that
the demand of the products in the market among the customers (Campbell & Gritz
2014).
2.5: Effect of organizational culture on customer service
The service hat is provided to the customers is one of the basic requirements
that help in increasing the excellence of the organization along with the performance
of the business. There are many perspectives through which the enhancement of the
service can be done by the organization (Yesil & Kaya 2013). This can be illustrated
through the resource-based theory and the service-profit chain theory. The resource-
based theory is a crucial factor in the firm that needs to be valued so that the
competitors do not get an upper hand. The social exchange theory provide further
information to the organization regarding the influence that can be created through

25DISSERTATION
customers evaluating service quality. The aspects of organizational culture that
affects the performance of the organization can be measured through reliability,
responsiveness, assurance of service, quality of service and tangibility (Watkins
2013). These factors are discussed below.
2.5.1: Reliability
The reliability of service is the extent to which the discrepancy is present
among the expectations of the customers regarding the services that are available
and the rate of availability during the time when the service is actually needed. This is
due to the fact that the services that will be provided will be consistent in nature as
promised to the customers so that the reliability of the company can be increased in
the market (Borman & Motowidlo 2014).
In the public utility sector, it is important for the companies to provide proper
services due to the perceived reliability in the organization. The customers need to
be informed regarding the services that will be provided within the time limit so that a
positive relationship can be established between the reliability and the satisfaction
that is being delivered to the customers (Noruzy et al. 2013).
2.5.2: Responsiveness
The responsiveness is the degree of coordination reading the needs of the
customers and their expectations regarding the products or the services provided to
them. It is also regarded as the combined efforts of an organization to ensure that the
needs of the customers can be met within a particular time period (Shaw, Park & Kim
2013). It is inclusive of the feedbacks that needs to be given in a timely manner along
with the concerns of the clients that needs to be addressed at a faster rate. It is also

26DISSERTATION
an important factor that helps in determining the performance of the organization and
the perception of value (Chen et al. 2014).
Responsiveness is a functional factor that helps in determining whether the
service of the organization is of better quality or not. It is important for the
organization to ensure that most of the mechanism that are being used within the
system helps in attracting the customers so that their needs can be met in a proper
manner. In this study, a relationship will be established between the satisfaction of
the customers and the rate of responsiveness (Wu, Straub & Liang 2015).
2.5.3: Assurance
Assurance is the ability that is present in the organization that can inspire the
confidence and trust among the customers. It can be measured by organising the
right set of skills and knowledge in the organization so that the products and services
that are offered by the company can be of the best standards (Dobre 2013). This
helps in instilling confidence among the customers regarding the products that are
being offered by the company. It is also the art of being polite and friendly so that the
customers can be dealt in a proper manner. It is also the ability through which the
organization can provide better advice to the customers so that they can work in a
better way. This friendliness also helps in increasing the assurance of the customers
so that the needs of the customers can be analysed on a priority basis (Birasnav
2014).
2.5.4: Tangibility
It is defined as the physical evidence that is present in the products or
services (Felicio, Goncalves & da Conceicao Goncalves 2013). The physical
attributes that are present in the products are the buildings, aesthetics that are

27DISSERTATION
maintained in the office (Carter & Greer 2013). Additionally, the employees are also a
part of the organization who are the tangible assets and help in building the culture
within the work place. The employees of the organization need to be professional so
that the ethics can be developed within the place and the perception of the
customers can be good towards the organization (Felicio, Goncalves & da Conceicao
Goncalves 2013).
2.5.5: Theory of Service-Profit Chain
This theory was developed by Heskett and Schlesinger, which states that the
performance of the organization needs to be derived through the satisfaction of the
customers so that it can increase the level of loyalty by delivering the correct amount
of services (Kunze, Boehm & Bruch 2013). The satisfaction of the employees helps
in improving the level of commitment so that the quality of services can be improved
within the organization. The norms and values that are present within the
organization are some of the attributes that helps in providing a strong effect on the
stakeholders of the organization (Gomez-Mejia, Berrone & Franco-Santos 2014).
These norms are invisible in nature, which helps in improving the employee
performance and effects the level of profits as well within the work place. To assess
the culture that is present within the organization, it is important that the role of the
leaders and managers are considered. The managers and leaders need to have a
direct contrast with respect to the values and beliefs that are being imparted in the
firm so that it can help in improving the performance of the employees within the
organization (Tseng & Lee 2014).
There are various steps that are present in this theory that helps the
organization in maximizing their profit levels with the help of efficient service levels.
The first step is the profit and growth that helps the organization in maintaining a

28DISSERTATION
proper level of service within the work system so that the profit levels can increase.
This will also help in increasing the outcomes that are tangible in nature so that the
behaviour of the organization in the market can be understood in a better way
(Kunze, Boehm & Bruch 2013). The second step is that it will help in judging the
loyalty of the customers so that the profits can be increased. The loyalty among the
customers can only be increased when the goods and services that are provided by
the company are accepted in the market in a wide manner. The third step is the level
of satisfaction that the company is gaining from consuming the products or rendering
the services. This helps in measuring the level of expectation of the customers
towards the company as well (Gomez-Mejia, Berrone & Franco-Santos 2014).
The fourth step consists of the value that the organization follows so that the
level of satisfaction of the customers can be met in a proper manner. This will help
the company in believing in the products that are being delivered by them in the
consumer market for the customers. It also helps in measuring the level of skills that
are present within the company and among the employees as well (Tseng & Lee
2014. The fifth step consists of the level of productivity of the employees so that the
products and services can be produced in an efficient manner. This also results in
delivering the products in an appropriate manner to the customers based on the level
of skills that are present among them. Another step is that the satisfaction of the
employees, which also plays an important role. This is due to the fact that their
loyalty towards the firm can be measured as well. It also results in motivating the
employees so that the work that is being carried out by them can be done in an
effective manner. This also helps in maintaining the quality of the services within the
company so that the job can be done in the context of the demands that are present

29DISSERTATION
among the customers in the market (Felicio, Goncalves & da Conceicao Goncalves
2013).
2.6: Effect of organizational culture on the internal business system
The concept of internal control within the business was introduced in the year
1949 by the American Institute of Certificated Accountants (AICPA) so that the
activities can be coordinated and the effectiveness of the operations can be
increased to a great extent. The controls that are internal in nature are supported
through a set of rules and regulations so that the basic objectives of the firm can be
attained in a proper manner (Sabharwal 2014). The set of procedures that are
present within the organization will help in accomplishing the strategies of business
so that the level of competency can be reached within the organization. The internal
controls within the business procedures will help the organization in establishing the
operations within the company in an effective manner so that the policies can lead to
the increment of the output of employees in an efficient manner (Kunze, Boehm &
Bruch 2013).
It can be seen that the culture that is present within the organization has a
variety of social phenomena based on which it has to be judged. The corporate
culture that is present in the organization is constructed in a multi-layered manner
and is divided in to the accessibility and observability phenomena (Harmann et al.
2013). The internal environment of the business is based on the culture that is built
on the beliefs and assumptions of the employees and managers. Therefore it can be
stated that organizational culture is a set of beliefs and assumptions along with the
attitudes and behaviour of the members that help the organization to be competitive
in nature. The advantage that is enjoyed by the organization allows them to shape up

30DISSERTATION
the procedures so that proper solution can be provided regarding any problem that
are present in the organization (Parveen, Jaafar & Ainin 2015).
The process of communication is an important part that helps in maintaining
the relation between the culture that is present in the organization and the internal
controls as well. This is the major reason that the framework of internal controls
along with the use of social system theory so that the channels of communication can
be effective in nature. This will help in influencing the culture that is present within the
organization so that the level of efficiency can be increased within the market (Verrier
et al. 2014). Due to this reason, the management of the organization gets a chance
to control the capability of the behaviour that is present within the employees so that
the values of the organization can be used to influence the internal controls. The
influence of the values that are present in the society along with the laws and
regulations will enable the employees that are present to interact in a proper manner
so that the communication can be effective in nature (Ling 2013).
The internal controls are basically the representation of the efforts of the
management regarding the set of rules that will help in managing the organization in
a successful manner. This will result in setting the guidelines for the behaviour of the
employees along with the actions that will result in shaping up the beliefs and
behaviour of the organization as well (Hyland, Lee & Mills 2015). It will also help in
moulding the beliefs of the organization so that a proper set of shared beliefs can be
introduced within the organization. This phenomenon has to be collective in nature so
that it can create a similar stimulus among the employees working together in the
organization. This will help in increasing the level of efficiency in the firm so that the
output can be maximized (Verrier et al. 2014).

31DISSERTATION
Performance management is an integrated and strategic approach through
which the success of the organization can be determined by improving the level of
performance among the employees so that their individual contributions can help in
achieving the goals and objectives of the company. The main reason for this is that
the competitive advantage of the company depends on the employees and not on the
capital that is being invested (Sabharwal 2014). The potential that is present among
the human resource needs to be transformed by removing the barriers that are
present so that the employees are motivated and rejuvenated within the work place.
The capacity of competition can be increased by managing and developing the
people in an effective manner so that the performance of the organization can be
enhanced to a great extent (Verrier et al. 2014).
The performance of the organization is based on three outcomes such as
performance on the financial front, performance in the product market and the return
that is being given to the shareholders (Colwell & Joshi 2013). In a competitive
environment, the productivity of the organization needs to be enhanced so that it can
ensure the survival of the company. The use of performance management helps in
measuring the process of monitoring regarding the accomplishment of the programs
so that it can lead to the development and attainment of the goals (Kunze, Boehm &
Bruch 2013).
According to Hyland, Lee and Mills (2015), it can be stated that the
performance can be better when the company has the presence of a strong culture.
The presence of a strong and positive culture allows the individuals that are present
in the company to perform in a better way so that the achievement can be high and
better rate of returns can be expected by the company. The culture plays an

32DISSERTATION
important role in managing the performance of the employees, as it is through this
that the welfare of the employees can be established.
Ling (2013) stated that the culture that is present within the organization helps
in enhancing their level of performance as well, as the issues and inquiries can be
handled in a better way along with the attitudes towards the changes that are being
made within the company. It also helps in better level of collaboration among the
employees so that the work can be done in an efficient manner. This allows the
organization in achieving its goals and objectives at a faster rate as well. The use of
unified culture within the organization leads to the execution of the strategies along
with its implementation in a proper way so that the goals can be reached in a positive
way.
2.7: Communication, performance and organizational culture
There needs to be constant communication between the management and the
employees so that their expectations and behaviours will help in shaping up the
organization in a proper manner. The use of effective communication process can be
done by combining the methods that will help in reaching the employees so that the
messages can be clearly sent to all the employees through press releases along with
meetings for the employees (Giauque, Anderfuhren-Biget & Varone 2013).
Communication helps in increasing the level of satisfaction among the employees, as
their problems are being taken in to consideration by the company and proper ways
are being developed so that it can be solved. This also leads to better level of
leadership so that the behaviour of the employees within the organization can be
understood in a proper manner (Valmohammadi & Roshanzamir 2015).

33DISSERTATION
To ensure that the changes within the organization, it is necessary to take in to
consideration the level of performance. This can be established through the proper
use of culture within the work place so that the employees have an equal opportunity
to work harder (Yesil & Kaya 2013). There are six elements that can be interrelated
such as rituals and routines, organizational structure, control systems, power
structure, symbols and stories. The analysis of these elements helps in describing
clearly the culture that is present within the organization and the changes that are
needed to enhance it within the system (Abukhalifeh & Som 2013).
The culture that is present within the organization is also important for the
work place, as it helps in influencing the employees so that the company can gain a
competitive advantage in the market. It is also important, as the role of culture is to
spread awareness regarding the undesirable and unanticipated consequences that
may take place within the organization (Latif et al. 2013). Different studies have been
conducted that showed that there is a link between the performance and culture that
is present within the organization. Most of the studies had indicated that the strength
of the culture was more related to the financial performance on a short-term basis
(Gharakhani et al. 2013). It also showed that the relationship between the
performance and culture that is present in the organization has been done in a strong
manner and that the use of culture within the performance of the organization can
lead to a better level of advantage for the company in the competitive environment
(Hur 2013).
2.8: Factors affecting organizational culture
There are several factors that help in dealing with the organizational culture in
a proper manner. The first factor that needs to be taken into consideration is the
individuals working within the organization. The employees need to contribute

34DISSERTATION
towards the work place so that a strong culture can be maintained within the
organization, as their attitudes towards the work and their perception needs to be
taken in to account. This is the foremost factor that helps in deciding the importance
of culture within the organization (Cania 2014).
The second factor is the gender ratio among the employees. The male
counterparts cannot be dominant over the female employees, as it may lead to
gender biasness within the organization. The aggressiveness amongst the male
employees needs to be reduced so that proper working conditions can be developed
within the work place (Shin and Konrad 2017). The nature of business that is being
conducted in the work place is also important, as it helps in determining the culture
that is present within the organization. The fall of the organization when the market
crashes leads to the termination of employees, which also results in demotivating
them. This hampers the level of productivity within the organization and may result in
loss for the company as well (Cegarra-Navarro, Soto-Acosta & Wensley 2016).
One of the important factors that affects the culture within the organization is
the goals and objectives that are being set. The goals have to be set in such a
manner that can be achieved easily by the employees so that they remain motivated
within the work place and continue to serve with the best interest (Irefin & Mechanic
2014). The individuals need to be aligned with the objectives that are being set up in
the organization so that it can ensure that the goals and objectives can be met in a
proper manner. This also helps the organization in gaining a competitive advantage
in the market by increasing its level of productivity (Noasomboon 2014). Another
major factor that affects the culture within the organization is the way in which the
employees are treated within the organization. The employees need to be given an
opportunity in sharing their views regarding the work that is being done within the

35DISSERTATION
work place so that it can help in taking the decisions by the management in a proper
way (Kasemsap 2014). The organizations that allow this type of work culture helps
the employees to be associated with the company for a longer duration, as their
grievances are being taken in to account by the company. The culture that is present
within the organization needs to be friendly as well so that it can result in increasing
the level of communication among the employees through better channels. This will
allow in the interaction of the seniors and the junior employees so that they can
understand the work in a better manner. Therefore it can be stated that the increase
in the culture with respect to certain dimensions present within the organization will
also create an impact on the performance of the employees (Cegarra-Navarro, Soto-
Acosta & Wensley 2016).
2.9: Conclusion
This chapter has helped in identifying the gaps that are present in the
company by using the theories of different scholars. This has allowed in gaining a
better knowledge regarding the problems that are present in the company, which
needs to be addressed in the analysis part.

36DISSERTATION
Chapter 3: Research Methodology
3.1: Introduction
The use of this chapter is that it allows the researcher in understanding the
use of the methodological tools that can be taken up for the process of research so
that it can be conducted in a proper manner. These methodological tools have been
discussed in a proper manner in this chapter. It has allowed the researcher in taking
the proper steps that will help in conducting the process in an orderly way so that it
can result in getting the analysis in a proper manner (Mackey & Gass 2015). The
aims and objectives that has been taken up in the study can be analysed in a proper
way with the help of the right methodological tools so that the research can be
successful. The choice of the right approaches, philosophies and designs has helped
the researcher in collecting the data in a proper way so that the analysis can be done
accordingly, which will provide a supreme quality outcome (Glesne 2015).
3.2: Research Outline
Table 1: Research Outline
Methodological toolSelected methodological tool
Research DesignDescriptive
Research PhilosophyPositivism
Research ApproachDeductive
Sampling TechniqueRandom probability sampling technique
Sample Size100
Data Collection processSurvey
Data Analysis processSPSS

37DISSERTATION
In Table 1, presented above shows the necessary tools that has been taken
by the research in order to complete the research in a proper way. The research
philosophy is positivism, descriptive design and deductive approach will be used for
the research. This will enable the researcher in analysing the result that has come
from the survey so that it can help in completion of the process. The tools that has
been taken up has been justified as well by the researcher (Taylor, Bogdan &
DeVault 2015).
3.3: Research philosophy
Research philosophy is an important part in the research process, as it helps
in understanding the way in which the process will be conducted. There are mainly
three types of philosophies such as pragmatism, positivism and interpretivism. The
interpretivism philosophy is where the different opinions and viewpoints of the people
needs to be respected with the topic on which the process is being conducted
(Brinkmann 2014). The use of this philosophy helps in considering the various mind
sets and opinions of the people that they have against the topic along with the right
justification. The researcher is also able to get a proper idea with respect to the topic,
as the main focus of the research is on the observations that are provided by the
individuals (Flick 2015). The philosophy that is positivism in nature is based on the
observations that needs to be quantified so that the research can be conducted in a
scientific approach. It helps in testing the data in a scientific manner by verifying and
validating it. The pragmatic nature of philosophy is a combination of the other two
philosophies, as the results are based on the observations, which are meaningful and
can be quantified as well (Silverman 2016).

38DISSERTATION
3.3.1: Justification
This research process will be conducted by taking in to account the positivism
philosophy as it will allow for the aims and objectives in the research study to be
assessed. In this philosophy, the scientific approach is used, which helps in collecting
the knowledge that are based on facts so that the research outcome can be in a
proper manner. It will also allow the researcher in taking up the analytical tools so
that the viewpoints and opinions of the individuals can be considered within the
process of research.
3.4: Research approach
The approach helps in framing the process in a proper way so that all the
necessary information are provided wherever it is required in the research. There are
mainly two types of research approach that is inductive and deductive. The approach
that is inductive in nature is a predetermined set of tools that are taken up for the
methodology so that new patterns and observations can be taken in to account by
the researcher (Vaioleti 2016). This will also help in emphasizing more on the
development of the concepts and theories so that the research can be conducted in a
proper manner. This leads to the shift in the focus for the researcher towards the
observations that are meaningful in nature so that the analysis can be conducted in a
proper manner (Smith 2015). Moreover, it also results in reducing the research
quality, as the researcher has to give more emphasis on the questions that are taken
up in the research along with the phenomenon that are linked with the objectives of
the research. The approach that is deductive in nature helps the researcher in
considering the models and theories that are relevant to the research topic
(Paneerselvam 2014). It allows the researcher in taking the help of the theories and
concepts that are developed by other scholars so that the objectives of the research

39DISSERTATION
can be defined in a proper way. Additionally, this philosophy is also related to the
approach so that the interpretation of the data through the data can be done with the
help of the literature that has been collected (Gast & Ledford 2014).
3.4.1: Justification
The deductive approach will be used for this particular research study, as the
researcher will be able to provide the evidences regarding the analysis that will be
conducted with respect to the impact of organization culture up on the performance
of the organization. It will also result in using the information in a better way, as the
objectives that are taken up in the process can be linked in a proper manner.
3.5: Research design
The use of the research design allows in structuring the research in a proper
way. There are mainly three types of design in research such as explanatory,
descriptive and exploratory. The exploratory design results in the hypothesis testing
so that the aims and objectives can be understood in a proper way. The researcher
also can use the concepts and theories that are relevant so that the hypothesis that
has been taken up can be proved in a proper way (Neuman & Robson 2014).
Exploratory design also helps the researcher in collecting the proper information that
are in relevance to the topic of the research. On the other hand, the explanatory type
of research design allows the researcher in providing proper explanation regarding
the incidences that takes place in the process of the research through a precise
phenomenon (Tarone, Gass & Cohen 2013). This type of design allows the
researcher in providing proper justification regarding the incidents that are based on
the events within the research. Apart from this, the research that is descriptive in
nature is the combination of the above mentioned research designs. It helps the

40DISSERTATION
researcher in testing the hypothesis with the aims and objectives depending on the
incidents that are taking place in the research process (Bauer 2014).
3.5.1: Justification
This particular research will be based on the design that is descriptive in
nature, which will result in taking the help of different concepts and theories that will
result in analysing the impact of organizational culture on organizational
performance. It will also result in providing the incidences that may take place in the
future. Additionally, the researcher will be in a better position to understand the cause
and effects regarding the rationale that has been taken in the research as well.
3.6: Research strategy
The strategy of the research is basically the format in which the analysis for
the research will be carried out. There are different strategies that can be taken up
for the research that is case study analysis, interviews, action research and surveys.
 An analysis of the case study will help in providing the opportunities to gather
proper case studies that are related to the topic of the research.
 When using action research allows the researcher is allowed to locate the
issues that are present in the topic of the researcher that is being studied
(Tuohy et al. 2013). It helps in providing clear solutions regarding the issues
that are identified in the process of research. The use of the survey strategy
will result in gathering the opinions of the respondents through surveys and
interviews.
 The survey that is conducted is based on close-ended questions whereas the
interviews are conducted through open-ended questions. It helps the

41DISSERTATION
researcher in attaining the aims and objectives that are taken in the process of
research (Reynolds et al. 2014).
3.6.1: Justification
This particular research will be based on the survey strategy, as the
researcher will be providing sample questions to the respondents so that they can fill
out the questionnaire. This will help in collecting the data from a specific population of
people and compare their perspective regarding the topic of the research.
Additionally, the data that will be collected will be relevant to the topic that is taken for
the research.
3.7: Reliability Test
Reliability Statistics
Cronbach's
Alpha
N of Items
.985 24
The alpha value for this research study generates a value of 0.985, which is
quite higher than the acceptable value of 0.7. This represents an excellent
consistency of the dataset. The Cronbach’s Alpha value, which is equal to or more
than 0.7, is an acceptable score. Hence, it can be said that, the variables taken for
this test are generating an excellent result, and the dataset would generate a
consistent outcome in different circumstances. The attitude of the participants and
truthfulness of the answers are the possible reasons for this score.
3.8: Sampling technique and sample size
The strategy of the research will be on the techniques that are being taken up
by the researcher and the technique of sampling that is being used. The technique of
sampling can be divided in to probability and non-probability techniques. The

42DISSERTATION
probability technique of sampling will allow the researcher in providing equal chances
to the respondents who are participating in the process of the research and the data
will be collected in an unbiased manner (Choy 2014). This allows the researcher in
collecting the responses in a random manner. The technique known as non-
probability sampling on the other hand will not allow the participants to be selected in
a random manner (Lushey & Munro 2015). This results in providing a better level of
understanding to the respondents so that the data that has been collected can be
interpreted properly. The researcher can include a particular set of respondents so
that the research outcome can be in a better way. It allows the researcher in fulfilling
the aims and objectives that are present in the process of research (Matthews &
Ross 2014).
3.8.1: Justification
This particular research will be based on the technique of probability sampling,
as the researcher will collect the data regarding the impact that organizational culture
creates on organizational performance in Eskom. The responses will be collected
from 100 employees who are presently working within the organization.
3.9: Data collection technique
The primary and secondary methods of collecting the data are the two most
common forms of techniques by the researcher in the process of the research. The
use of the books, journals and internet articles are considered to be secondary
sources of data that allows the researcher in widening the understanding of the topic
that has been taken up for the research. The data that is primary in nature is
collected by the research so that the research can be conducted in a proper manner
(Dumay & Cai 2015). After the collection of the data, the researcher analysed the
data through a statistical process. The qualitative type has helped the researcher in

43DISSERTATION
providing emphasis on the data that has been collected. It has helped in effectively
communicating the topic of the research to be respondents so that the responses can
be collected properly (Bauman, Cross & Walker 2013).
3.10: Data analysis technique
The particular research will be done in a quantitative manner so that the
objectives can be attained in a proper manner that are taken up in the process of the
research. The use of graphs and tables will be done by the researcher so that the
data can be presented in a statistical manner. To present the graphs and tables, the
researcher will take the help of MS-Excel so that it can help in providing better
explanation (Lushey & Munro 2015).
3.11: Ethical considerations
The researcher has followed the rules and guidelines so that the research can
be conducted in a proper manner. The data that was collected from the respondents
has been kept confidentially so that it can only be used for the purpose of research
and not in a commercial manner (Choy 2014). The responses that were collected
from the respondents were not done in a forceful manner that may affect the
outcome of the research in an overall manner. The researcher also did not
manipulate the data, as it can hamper the result of the overall study procedure
(Dumay & Cai 2015).
3.12: Research Limitations
The cost and time had been a major limitation for the researcher, as more time
would have let the research process to be carried out in a simpler manner as well.
This would have resulted in authenticating the study in a proper way and more
insights could have been bought within the research. The money was limited to the

44DISSERTATION
researcher as well, which did not allow the process to use the paid magazines and
the websites. These sources contain valuable and relevant information that could
have helped in providing better information regarding the topic as well.
3.13: Conclusion
This chapter has helped in providing information regarding the methodological
tools that are present and the techniques that will be taken up by the researcher in
conducting the process.

45DISSERTATION
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Appendices
Appendix 1: Survey questions for employees
1. What is your gender?

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Male
Female
2. What is your age?
18-25
26-34
35-54
55 and above
3. What is your education level?
High School
College
University
Diploma
PhD
4. Which department are you working in Eskom?
Research
Finance
Project Procurement
Human Resource Department
Organizational culture and performance at Eskom
Strongly Agree=1 and Strongly Disagree=5

57DISSERTATION
5. Eskom has a variable culture within the organization
1 2 3 4 5
6. The employees are given goals that helps in measuring their performance
1 2 3 4 5
7. The measures are oriented towards employees to enhance work
1 2 3 4 5
8. Open performance system helps in enhancing performance of employees
1 2 3 4 5
9. The appraisals of employees are based on their performance
1 2 3 4 5
10. Communication channels are effective so that performance can be enhanced
1 2 3 4 5
Customer service and performance of employees in Eskom
Strongly Agree=1 and Strongly Disagree=5
11. Quality of customer service is given more emphasis in Eskom
1 2 3 4 5
12. Customer service has enhanced performance in Eskom
1 2 3 4 5
13. Responsive customer service is given more importance in Eskom
1 2 3 4 5

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14. Reliable customer service has enhanced performance of employees in Eskom
1 2 3 4 5
15. Assurance customer service has enhanced employee performance in Eskom
1 2 3 4 5
16. The services to customers are tangible in nature
1 2 3 4 5
Organizational culture and internal business procedures in Eskom
Strongly Agree=1 and Strongly Disagree=5
17. The procedure of HR in Eskom is internal in nature
1 2 3 4 5
18. Eskom has developed an internal audit procedure
1 2 3 4 5
19. The use of internal audits has helped in enhancing performance in Eskom
1 2 3 4 5
20. The business operational procedure has helped in enhancing performance
1 2 3 4 5
21. Eskom follows a procedure of operating through financial activities
1 2 3 4 5
22. The internal administration procedure enhances performance of Eskom
1 2 3 4 5

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Organizational performance
Strongly Agree=1 and Strongly Disagree=5
23. Organizational culture has helped in enhancing performance in Eskom
1 2 3 4 5
24. Organizational culture has enhanced employee work performance
1 2 3 4 5
25. Organizational culture has enhanced profitability
1 2 3 4 5
26. Internal business procedures have enhanced operational performance
1 2 3 4 5
27. Internal business procedures have enhanced financial performance
1 2 3 4 5