IMPACT OF LEARNING ORGANIZATION CAPABILITIES ON FINANCIAL PERFORMANCE, CUSTOMER SATISFICATION

Dear Respondent, I am a student of MBA in the faculty of management science, University of Central Punjab, Lahore and I am conducting a study of IMPACT OF LEARNING ORGANIZATION CAPABILITIES ON FINANCIAL PERFORMANCE, CUSTOMER SATISFICATION. Through your participation, I eventually hope to understand IMPACT OF LEARNING ORGANIZATION CAPABILITIES ON FINANCIAL
PERFORMANCE, CUSTOMER SATISFICATION.

Enclosed with this letter is a brief questionnaire that asks a variety of questions about your perceptions. I am asking you to look over the questionnaire and, if you choose to do so, please complete the full questionnaire andI will pick it from you at your convenient time. The confidentiality of the data you provide is vital concern of the university and me personally so this data will be used only for research purpose and your identity will never be disclosed as you are not required to write your name in the questionnaire. Thanking you in anticipation. I hope you will take a few minutes to complete this questionnaire. Without the help of people like you, research on employees and organizations could not be conducted. Your participation is voluntary and there is no penalty if you do not participate. If you have any questions or concerns about completing the questionnaire or about participating in this study, you may contact me at 0331-8738789 ahadch@hotmail.com
Sincerely, AHAD CHAUDHARY Student of MBA Faculty of Management Studies University of Central Punjab

Questionnaire
Dear Respondent, The purpose of this research is to identify the IMPACT OF LEARNING ORGANIZATION CAPABILITIES ON FINANCIAL PERFORMANCE; CUSTOMER SATISFICATION. Your response will be having a great value for the completion of this research. Please answer the following questions according to the scale mentioned:
Strongly Disagree 1 Disagree 2 Neutral 3 Agree 4 Strongly Agree 5

Scale

Employee Performance
1 1. 2. 3. 4. 5. 6. 7. 8. 9. 2 3 4 5

Quantity of our employees work output has improved in last five years. Coming up with new ideas is appreciated in our organization. Most of the employees achieved organizational goals of last 5 years. Targets given to different employees often met. Over all employees targets achievements has improved over the last 5 years. Employees feel happy to work in teams. Majority of our employees can work independently and they give high performance. Employees in our organization have been enabled to make decisions well. Employees communication skills have been improved in this organization.

10. Employees competencies are in line with the organizational operational and strategic goals.

Learning Organizational Performance

1 11. Quality of our products/services has been improved. 2 3 4 5

12. Development of new products or services is a major activity in our organization. 13. Organizational ability to attract employees has improved. 14. Ability to retain employees is a major strength of our organization. 15. Satisfaction of customers/clients is preferred concern of our organization 16. Management and employees are having trustful relationship with each other. 17. Market Share of organization has been increased. 18. Our company has better standing in the market now, as compared to last 5 years. 19. Organizations shares are improving in the stock exchange. 20. My organization sets SMART targets for the employees.

Customer Satisfaction
1 21. My organization enables people to get needed information at any time quickly and easily. 22. My organization maintains an up-to-date data base of employee skills. 23. My organization creates systems to measure gaps between current and expected performance. 24. My organization makes its lessons learned available to all employees. 25. My organization measures the results of the time and resources spent on training. 26. My organization recognizes people for taking initiative. 27. My organization gives people choices in their work assignments. 28. My organization gives people control over the resources they need to accomplish their work. 29. My organization supports employees who take calculated risks. 30. My organization encourages everyone to bring the customers' views into the decision makingprocess. 2 3 4 5

Customer Satisfaction at Organization level

1 31. In my organization, the cost per business transaction is less than last year. 32. In my organization, customer satisfaction is greater than last year. 33. In my organization, the number of suggestions implemented is greater than last year. 34. In my organization, the number of new products or services is greater than last year. 35. In my organization, the percentage of skilled workers compared to the total workforce is greater than last year. 2 3 4 5

For Descriptive Study

Your Name Age Gender

Education Work Experience Company Name

Designation

Total No of Employee