CHAPTER 1: INTRODUCTION 1.0 Chapter Overview - DSpace@UM

compared to the previous year based on 6 items: financial performance; productivity;quality of products or services; customer satisfaction; employee satisfaction; andretention of quality employees. A 5-point Likert-type scale ranging from (1) ‘Worse’ to‘Better’ was used to evaluate organizational effectiveness. The organizational outcomesor performance in terms of financial, productivity, quality, customer satisfaction,employee satisfaction, and retention of quality employees were considered being good ascompared to last year if the mean value was between 4 and 5. If the mean value wasbetween 1 and 2, it was considered to have weak organizational outcomes or performanceand if the mean value was 3, it was considered to have average organizational outcomesor performance.The final section, Section D of the questionnaire was designed to explore theorganization’s background or demographic profile of the respondents. The demographicdata was collected using closed-ended multiple choice format, except for ‘Number ofemployees’, ‘Latest annual profit before tax’, ‘Number of years in business’, and ‘Annualstaff turnover rate’. The closed-ended questions included were the organization’s corebusiness function, organization type, organization listing in Bursa Kuala Lumpur, and therespondent’s position in the organization. This section was deliberately designed to beasked at the end of the questionnaire to prevent unnecessary resistance from therespondents in completing their questionnaire and to reduce biased response in case therespondents were aggravated with confidential nature of the questions.44