Qual é o efeito do clima organizacional sobre o desempenho empresarial? Evidências empíricas de uma instituição financeira no Brasil

Resumo

Objective: This study investigated the impact of organizational climate on business performance through literature review and empirical evidence in a network of bank branches. Methodology: The study is characterized as quantitative, cross-sectional, based on secondary data. For data analysis and hypothesis testing, descriptive statistics, confirmatory factor analysis, and multiple linear regression were used. The study includes the analysis of 64 bank branches of one of the largest financial institutions in Latin America, located in the Brazilian state of Rio Grande do Sul. Results: The application of the theoretical model resulted in the evaluation of six hypotheses, rejecting any correlation between climate and financial indicators of revenue and profitability, as well as with the customer satisfaction indicator. Regarding the socioeconomic variable used in the model, a positive relationship was identified with the financial indicators, however, there was no relationship with the customer satisfaction indicator. Limitations: The range of internal variables and external factors that couldn't be explored added complexity to the interpretation of the findings. The focus of the study on a specific segment of a financial institution within a single Brazilian state made it challenging to generalize the results. The applicability of the work: It contributes to the theory by providing empirical evidence on the lack of a relationship between organizational climate and financial performance and customer satisfaction. The exploration of the socioeconomic variable demonstrates the impact of external factors on financial results in terms of revenue and profitability, and it highlights that customer satisfaction is independent of socioeconomic factors. It contributes to practical application by supplying input for human resources and managers in implementing initiatives that go beyond fostering a positive climate, focusing on the development of individuals in terms of business understanding, productivity, and customer service. Another contribution lies in the importance of considering external variables in decisions regarding expansion, reduction, or adaptation of the business model, given their significance in financial outcomes.

Ficha do documento

Tipo

Dissertação

Ano

2023

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Não informado

Identificador

oai:repositorio.fgv.br:10438/34809

Temas

DadosMeio Ambiente

Palavras-chave

Clima organizacionalDesempenho empresarialRecursos humanosIndicadores financeirosSatisfação de clientesClima organizacional - Estudo de casosDesenvolvimento organizacionalSatisfação do consumidor