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

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

1DISSERTATION
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

2DISSERTATION
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.

3DISSERTATION
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:

4DISSERTATION
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,

5DISSERTATION
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

6DISSERTATION
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

7DISSERTATION
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