How do small business managers influence employee satisfaction and commitment?

Abstract

Purpose : The purpose of this research is to scrutinise motivational factors that may influence the levels of satisfaction and commitment of small business employees. Problem investigated : An unmotivated workforce leads to dissatisfaction and low commitment levels among employees. Possible consequences of these unproductive trends include higher costs, business closures and a negative effect on a country's economy. Employee satisfaction and employee commitment are thus vital for the success of any business. It is essential for business managers to keep their employees satisfied and committed to the business. In order for business managers to motivate their employees to keep them satisfied and committed, they need to know how to motivate employees. A number of factors influence employee satisfaction and employee commitment, which include working conditions, managerial abilities, employee participation, company policies, recognition and feedback, as well as job interest and job importance. Managers should know how to apply each of these factors to ensure that employees are satisfied and committed. Methodology : A quantitative research approach was followed using a self-administered questionnaire. This measuring instrument consisted of three sections covering the biographical information of respondents, statements on motivational factors, and statements about satisfaction and commitment. A five-point Likert-type scale, ranging from strongly disagree to strongly agree, was applied. Simple random sampling was used to elicit the responses of 444 respondents from small businesses in the Nelson Mandela Metropole in South Africa. Cronbach Alpha coefficients were calculated to measure the internal consistency and reliability of the measuring instrument. Descriptive statistics, Pearson correlation coefficients and simple linear regression analyses were used to analyse the data. Findings and implications : The research revealed that significant positive relationships exist between all the motivational factors and satisfaction, as well as with commitment. The strongest positive relationships exist between the independent variable job interest and importance and both the dependent variables. The weakest relationships exist between the independent variable rewards and both the dependent variables. Levels of satisfaction and commitment should continually be developed and improved through management training about the application of motivational factors. Small businesses should implement the motivational factors discussed in this research in creative ways, in order to have a positive effect on the satisfaction and commitment levels of employees.Originality and value of the research : This research focused on what small business managers should concentrate on when motivating their employees. Small business managers should also realise that motivation cannot be separated from employee satisfaction and commitment. The value of the research is that when small business managers pay more attention to these factors as identified in this study, it may lead to better business performance in the long run. With regard to the originality of this research, previous research has focused mainly on motivational theories without reaching a conclusion or highlighting possible strategies that could be used by small businesses to motivate employees.

Full text

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
59
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Janine Krüger: Department of Business Management, Nelson Mandela Metropolitan University
Chantal Rootman: Department of Business Management, Nelson Mandela Metropolitan University
Purpose: The purpose of this research is to scrutinise motivational factors that may influence the levels of satisfaction and
commitment of small business employees.
Problem investigated: An unmotivated workforce leads to dissatisfaction and low commitment levels among employees. Possible
consequences of these unproductive trends include higher costs, business closures and a negative effect on a country’s economy.
Employee satisfaction and employee commitment are thus vital for the success of any business. It is essential for business
managers to keep their employees satisfied and committed to the business. In order for business managers to motivate their
employees to keep them satisfied and committed, they need to know how to motivate employees. A number of factors influence
employee satisfaction and employee commitment, which include working conditions, managerial abilities, employee participation,
company policies, recognition and feedback, as well as job interest and job importance. Managers should know how to apply each of
these factors to ensure that employees are satisfied and committed.
Methodology: A quantitative research approach was followed using a self-administered questionnaire. This measuring instrument
consisted of three sections covering the biographical information of respondents, statements on motivational factors, and statements
about satisfaction and commitment. A five-point Likert-type scale, ranging from strongly disagree to strongly agree, was applied.
Simple random sampling was used to elicit the responses of 444 respondents from small businesses in the Nelson Mandela
Metropole in South Africa. Cronbach Alpha coefficients were calculated to measure the internal consistency and reliability of the
measuring instrument. Descriptive statistics, Pearson correlation coefficients and simple linear regression analyses were used to
analyse the data.
Findings and implications: The research revealed that significant positive relationships exist between all the motivational factors
and satisfaction, as well as with commitment. The strongest positive relationships exist between the independent variable job interest
and importance and both the dependent variables. The weakest relationships exist between the independent variable rewards and
both the dependent variables. Levels of satisfaction and commitment should continually be developed and improved through
management training about the application of motivational factors. Small businesses should implement the motivational factors
discussed in this research in creative ways, in order to have a positive effect on the satisfaction and commitment levels of employees.
Originality and value of the research: This research focused on what small business managers should concentrate on when
motivating their employees. Small business managers should also realise that motivation cannot be separated from employee
satisfaction and commitment. The value of the research is that when small business managers pay more attention to these factors as
identified in this study, it may lead to better business performance in the long run. With regard to the originality of this research,
previous research has focused mainly on motivational theories without reaching a conclusion or highlighting possible strategies that
could be used by small businesses to motivate employees.
Key words and phrases: SMMEs, employee satisfaction, employee commitment, business performance.
INTRODUCTION
Small and medium-sized business enterprises (SMEs) are internationally regarded as the main engine of
global economic activity. These enterprises are important for a number of reasons, such as job creation
through growth, social stability, and wealth creation for countries (Daft, 2008:175-180; Reece, 2001:196;
World Business Council for Sustainable Development, 2007). According to Lewis (2002), SMEs tend to be
more labour-intensive than larger firms, and 55% of the total workforce of South Africa is employed in SMEs.
Lewis (2002) states that the SMEs sector in South Africa contributes substantially to competitiveness among
firms in terms of employment, creation and innovation. Vil-Nkomo (2005) concurs that SMEs are the largest

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
60
employment creators and innovators in the economy. This is also evident if one considers that SMEs pay
42% of South Africa’s wage bill.
In developing countries such as South Africa, more than 90% of all enterprises outside the agricultural sector
are SMEs, generating a significant portion of the gross domestic product (GDP) (World Business Council for
Sustainable Development, 2007). According to Statistics SA (Wadula, 2005), out of a total of 223 505
enterprises registered in South Africa in 2004, 218 909 were classified as SMEs. Munyanyiwa (2009)
concurs that SMEs are important for economic growth, since SMEs contribute between 30% and 40% of
South Africa’s gross domestic product, and over 70% in employment.
According to Watson (2003), it would be possible to reduce the failure rate of SMEs if business
owners/managers had access to appropriate advice, such as motivational strategies to be implemented in
their firms, as well as strategies to improve managerial skills (for example interpersonal skills). According to
Sheldon (2006), a number of factors influence the motivational levels of employees, which will eventually
influence employee satisfaction and commitment. These factors include autonomy, responsibility,
recognition, development, teamwork, career opportunities and rewards.
To improve the survival rate of SMEs, it is therefore important to increase the knowledge base of
owners/managers about what factors motivate employees, so as to ensure employee satisfaction. Bosch,
Tait and Venter (2006:663) agree that it is absolutely vital to the success of SMEs to create an environment
in which employees are motivated and ultimately satisfied. It is therefore imperative that managers learn how
to motivate employees, and more important, how to keep them motivated. According to Cronjè, Du Toit and
Motlatla (2000:154) and Ireland, Hoskisson and Hitt (2009:341, 351), understanding employees’ needs and
motivating them has become an essential skill for managers. Only once owners/managers understand the
different motivational factors that employees value, will they be able to influence their employees’ behaviour
to the best interest of the business.
According to Macleod (1999:84-85), it is important for owners/managers to realise that if employees are not
motivated, the SMEs will be faced with numerous problems, such as high employee turnover, high
absenteeism, increased levels of sick-leave taken, low productivity, unwillingness to work overtime, and
arriving late for work. All these factors will lead to lower productivity and higher costs, both of which the firm
would like to avoid. The focus of this study will therefore be on the motivational theories and the factors that
will motivate SME employees, enhancing their satisfaction and commitment levels.
PURPOSE AND OBJECTIVES OF THE STUDY
The primary objective of this study was to investigate the predetermined factors motivating employees, in
order to ensure improved employee satisfaction and commitment levels in small businesses in the Nelson
Mandela Metropole in South Africa.
A number of secondary objectives were pursued in order to achieve the primary objective of this study.
These secondary objectives were:
to conduct a secondary literature overview of small businesses in South Africa, as well as motivational
factors, by investigating the different motivational theories;
to capture, analyse, interpret and report on the data gathered from the completed questionnaires; and
to make recommendations to small business managers/owners by providing possible motivational
strategies to ensure improved levels of employee satisfaction and commitment.
PROBLEM INVESTIGATED
The majority of an individual’s life is spent at the workplace. On average, assuming a person starts to work at
the age of 18 and retires at 65, he/she will work for approximately 47 years. Considering this amount of time
in the workplace, it is important that he/she should be satisfied with the career path chosen. This sentiment is

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
61
shared by Daft (2008:38-30), who states that a job must be challenging and meaningful for an individual, and
there must be a sense of importance attached to the job.
It is important that employees should be motivated. Motivating employees is one of the most vital activities
that managers have to perform, but it is also one of the most challenging. What motivates one individual
does not necessarily motivate another. It is therefore a complex task to determine what motivates whom, and
how to apply such motivational factors in practice (Robbins & Coulter, 1999:530). Motivation is a very
complicated issue, and there is no single magic formula that can be used to motivate every individual. It is
therefore important to investigate motivation in more depth, in order to advise small businesses about which
motivational factors need to be applied to the fullest extent (Oldcorn, 1989:159).
In previous research there is a gap, seeing that most literature sources address the topic of motivation merely
by concentrating in depth on motivational theories, without reaching a conclusion or highlighting strategies
that could be used by small businesses to motivate employees (Goodworth, 1984:113). Some managers
believe that only one motivational theory is necessary to develop productive employees. Other managers
believe that some individuals are born motivated, while others simply are not. What many researchers do not
realise is that no single theory will explain the complex issue of motivation; however, by studying all the
different theories, something can be learned from each of them (Carrell, Grobler, Elbert, Marx, Hatfield & Van
der Schyf, 1998:105).
The issue of motivating employees has quite an impact on the performance of small businesses.
Management’s task is to get the work done by the employees. In order to motivate them, it is crucial that
there should be a workforce that will co-operate with the manager. Without motivation, employees will tend to
be less productive and slower to complete the job. The low productivity of employees can lead to an
unsuccessful end result for the business, as all businesses need productive and motivated human resources
in order to be successful and grow (Daft, 2008:622-624; Goodworth, 1984:120). A sound knowledge of
motivation is one of the most important factors that lead to improved work performance (Smit & Cronjè,
2002:343). If managers do not have the knowledge and the skill to motivate employees, they will not be able
to reach their business goals and make a success of the business, as all businesses need an effective
workforce in order to survive.
It is certain that when this issue of motivation is addressed, there will be beneficial gains for both the
employer and employee. As stated above, management gets the work done through the employees.
Individuals are complex; it is not always easy to determine what motivates them. However, the better
management understands what motivates an individual and the more effectively management applies the
appropriate motivational factors, the more the individual’s behaviour will favour the business. If the behaviour
of employees is successfully influenced, productivity can be increased. If a business’ workforce is motivated
and satisfied, the implementation of management decisions and the performance of employees can be
improved (Louw & Venter, 2006:424; Cronjè et al., 2000:154).
By studying the motivational theories, management will also know the “how, why and what of human
behaviour”. The end result of this study will make it easier for managers to identify what motivates the
employees of small businesses and how the implementation of such motivational factors can lead to higher
levels of satisfaction and commitment among their employees. However, there is some confusion with regard
to the extent of the problem, and many managers are unaware of the seriousness of the issue of unmotivated
employees. Even though management knows that employees are of great importance to the business, they
are often not aware of the factors that cause their employees to be unmotivated or dissatisfied. If
management does not acknowledge that a certain problem exists, employees will not be motivated, and
therefore these employees will be unproductive, disloyal to the business, and non-committed (Mol, 1993:44).
There is a great need for motivational strategies in small businesses. This need is often greater than one
would expect because of the limitations of resources in small businesses. Managers in small businesses are
often so preoccupied with the core operational concerns that by the time they realise that their workforce has

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
62
a negative attitude towards the business, commitment has already been lost (Lynas & Dorrian, 1987:24).
Therefore, this study will address the problems concerning motivation in small businesses. The problem
statement can now be described as follows:
To investigate the motivational factors (independent variables) that may lead to increased levels of
satisfaction and commitment (dependent variables) of employees in small businesses.
RESEARCH METHODOLOGY
A positivistic paradigm was adopted for this study, in order to satisfy the problem statement and research
objectives. A "positivistic paradigm" is a research philosophy that is associated with deductive reasoning,
which has been adopted from the natural sciences (Collins & Hussey, 2003:13).
Primary and secondary data were used for this study. In order to obtain the primary research data, a self-
administered questionnaire was used. Textbooks, the Internet and journal articles were used in order to
obtain secondary data. The target population for the empirical investigation included respondents from small
businesses in the Nelson Mandela Metropole. A self-developed and self-administered questionnaire (the
measuring instrument) was distributed to solicit the responses of 444 respondents from various small
businesses in this area. Simple convenience sampling was used.
The questionnaire consisted of three sections. Section A collected biographical and demographical data of
the respondents and their firms. Sections B and C consisted of statements based on the literature overview
as presented in the problem investigated. Statements were phrased for each of the factors that might have
an effect on employee satisfaction and commitment. A five-point Likert-type scale ranging from strongly
disagree (1) to strongly agree (5) was used. Section B specifically focused on the different factors that might
have an influence on employee satisfaction and commitment, while Section C collected data on employee
satisfaction and employee commitment.
To determine the reliability and the empirical results of the hypothesised relationships amongst the factors
investigated in the study, the measuring instrument used and the data gathered from the sample were
subjected to thorough analyses. The computer programmes Microsoft Excel and SPSS were used for the
statistical analysis of all data.
Data analysis relating to the reported empirical results was conducted in four phases.
Firstly, descriptive statistics were calculated. Burns and Burns (2008:8) and Lind, Marchal and Wathen
(2008:6) have described descriptive statistics as the transformation of raw data into a form that will make
it easily understandable, in an organised, presentable and analysed format. Specifically, descriptive
statistics such as the mean and frequency distribution were calculated, to summarise the sample data
distribution. The biographical and demographical data of both the respondents and the businesses were
conveyed through frequency distributions, and the extent to which the predetermined motivational factors
were present in the respondents’ current work situations was indicated by the mean values.
Secondly, Cronbach alpha correlation coefficients were calculated to quantify the internal reliability of the
self-developed and self-administered questionnaires. "Reliability" relates to the extent to which a
particular data collection approach will yield the same result on different occasions (Lancaster, 2005:72).
Cronbach alpha correlation coefficients range from 0 to 1. The test should yield a Cronbach alpha
correlation coefficient greater than 0.7 to be regarded as reliable (Burns & Burns, 2008:417; Hair, Babin,
Money & Samouel, 2003:172).
Thirdly, Pearson correlation coefficients were computed to establish whether relationships between the
predetermined motivational factors (independent variables) and employee satisfaction and commitment
(dependent variables) existed. The Pearson correlation coefficient can be used to determine the strength
or degree of a relationship between two variables. This coefficient ranges from -1.00 (perfect negative) to
+1.00 (perfect positive) where zero (0) indicates no relationship at all (Lind et al., 2008:393-394; De Vos,
Strydom, Fouché & Delport, 2005: 241-242).

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
63
Lastly, a simple linear regression analysis was undertaken to determine which predetermined
motivational factors (independent variables) explained significant variations in employee satisfaction and
commitment (dependent variables). The correlation coefficient (r) ranges from +1.0 (perfect positive
correlation) to -1.0 (perfect negative correlation), and zero (0) indicates no correlation (Zikmund,
2003:565).
HYPOTHESES
To give effect to the problem statement, two groups of hypotheses, based on the literature review, were
constructed. The two groups of hypotheses tested whether relationships existed between the independent
variables (seven predetermined motivational factors) and the two dependent variables (employee satisfaction
and commitment). Figure 1 depicts the conceptual model that would be tested in the empirical study.
Figure 1: Seven motivational factors which may influence employee satisfaction and commitment
Independent variables Dependent variables
The first group of hypotheses that were constructed to determine whether relationships between the seven
predetermined motivational factors and employee satisfaction existed, and were therefore tested in the
empirical investigation.
H01 No relationship exists between rewards and employee satisfaction.
H02 No relationship exists between working conditions and employee satisfaction.
H03 No relationship exists between management ability and employee satisfaction.
Rewards
H01
Management
abilities
Working conditions
Company policies
Recognition and
feedback
Job interest and
importance
Employee
participation
Employee
commitment
Employee
satisfaction
H02
H07
H04
H06
H010
H03
H08
H09
H05
H011
H012
H013
H014

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
64
H04 No relationship exists between employee participation and employee satisfaction.
H05 No relationship exists between company policies and employee satisfaction.
H06 No relationship exists between recognition and feedback and employee satisfaction.
H07 No relationship exists between job interest and importance and employee satisfaction.
The second group of hypotheses that were formulated aimed to determine whether relationships existed
between the seven predetermined motivational factors and employee commitment, and were also tested in
the empirical investigation.
H08 No relationship exists between rewards and employee commitment.
H09 No relationship exists between working conditions and employee commitment.
H010 No relationship exists between management ability and employee commitment.
H011 No relationship exists between employee participation and employee commitment.
H012 No relationship exists between company policies and employee commitment.
H013 No relationship exists between recognition and feedback and employee commitment.
H014 No relationship exists between job interest and importance and employee commitment.
From the literature review, it was found that seven motivational factors influence employees’ motivational
levels. Furthermore it was found that motivation influences employee satisfaction and commitment. Based
on these findings from literature, a conceptual model was developed. Therefore this study focused on
determining whether relationships existed between these predetermined motivational factors and employee
satisfaction and commitment.
ANALYSIS AND INTERPRETATION OF FINDINGS
Reliability
To evaluate the internal reliability of the questionnaire, the Cronbach alpha correlation coefficients were
calculated to evaluate the internal reliability of the measuring instrument, namely the self-administered
questionnaire. The obtained scores are indicated in Table 1.
Table 1: Cronbach alpha correlation coefficients for motivational factors
Motivational factors
Cronbach alpha coefficients
Rewards
0.7586
Working conditions
0.8548
Management abilities
0.8878
Employee participation
0.9291
Company policies
0.8901
Recognition and feedback
0.8615
Job interest and importance
0.8202
The Cronbach alpha coefficient is a numerical value indicating reliability. It measures the internal consistency
among a set of items. In order to be classified as reliable, the recommended reliability coefficient is 0.70 or
above. The higher the Cronbach alpha correlation coefficient, the more reliable the test is (Burns & Burns
2008:417). For the purpose of this study, the cut-off value of 0.70 was used to indicate reliability.
As evident from Table 1, all the factors had Cronbach alpha correlation coefficients in excess of the
recommended 0.70. The scores were within the range 0.7586 (rewards) to 0.9291 (employee participation).
These figures indicate the reliability of the phrased items to measure what they were intended to measure.
Therefore, the measuring instrument used in this study, the self-developed questionnaire, could be taken as
reliable, as all the Cronbach alpha correlation coefficients (indicated in Table 1) were above 0.70.

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
65
Biographical results of respondents
The majority of respondents were females (64%) in the age group 20-29 years (48%), as can be seen in
Table 2. The majority of respondents were from the white (38%) and black (36%) population groups. The
majority of respondents had a high level of education, with 55% having obtained a tertiary qualification.
However, the majority of respondents had working experience of less than 10 years (61%). Mostly, the
respondents had been employed in the current business for less than 10 years (89%).
Demographical results of businesses
In Table 3 it is evident that there was a relatively even distribution between family- (55%) and non-family
(41%) businesses. Most of the sample businesses had been in existence for less than 10 years (59%) and
the majority of businesses employed less than 10 (64%) employees. Close corporations (31%) and sole
traders (30%) were the most popular forms of business, and the most common industry in which the
businesses operated was the service industry (41%).
Table 2: Biographical data of respondents
Items
Frequency
%
Gender Male
Female
Missing values
444
157
282
5
100
35
64
1
Age group
>20
20-29
30-39
40-49
50-59
60+
Missing values
444
25
214
103
63
26
8
5
100
6
48
23
14
6
2
1
Ethnic group
Asian
Black
Coloured
White
Not willing to say
Missing values
444
22
161
78
168
10
5
100
5
36
18
38
2
1
Tertiary qualification
Qualification
No qualification
Missing values
444
245
186
13
100
55
42
3
Total working experience
<10
11-20
21-30
31-40
41-50
51-60
Missing values
444
271
77
39
17
2
2
36
100
61
17
8
4
1
1
8
Length of employment with current employer
<10
11-20
21-30
Missing values
444
394
29
9
12
100
89
6
2
3

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
66
Table 3: Demographical data of businesses
Items
Frequency
%
Family VS non family business
Family business
Non family business
Missing values
444
244
184
16
100
55
41
4
Existence of business
<10
11-20
21-30
31-40
41-50
51-60
61-70
71-80
Missing values
444
261
87
46
18
6
3
0
2
21
100
59
19
10
4
1
1
0
1
5
Number of employees
<10
11-20
21-30
31-40
41-50
Missing values
444
285
64
48
17
9
21
100
64
14
11
4
2
5
Form of business
Sole trader
Partnership
Private company
Close corporation
Trust
Unsure
Missing values
444
131
45
57
137
18
41
15
100
30
10
13
31
4
9
3
Industry operating in
Retail/Wholesale
Manufacturer
Service
Other
Missing values
444
116
39
181
55
53
100
26
9
41
12
12
Empirical results
The mean scores, evident in Table 4, determined the extent to which the respondents in general, agreed or
disagreed with certain statements. The factor management abilities obtained the highest mean score of
4.1296, and the factor rewards the lowest mean value of 2.8581. According to literature (see for example
De Vos et al., 2005: 235), if the standard deviation is high, the values are more dispersed. Table 3 also
highlights the standard deviation scores. In this instance, the high standard deviation scores indicated that
the respondents varied extensively with regard to their perceptions of the presence of the predetermined
motivational factors. The highest standard deviation score was 0.8619 for rewards and the lowest score was
0.6211 for working conditions.

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
67
Table 4: Motivational factors – Mean and standard deviation scores
Factors
Mean
Std. Dev.
Rewards
2.8581
.8619
Working conditions
4.0955
.6211
Management abilities
4.1296
.7530
Employee participation
3.8268
.8068
Company policies
3.7538
.8401
Recognition and feedback
3.5767
.8308
Job interest and importance
3.7842
.6961
Table 5 presents the Pearson correlation coefficients and linear regression results obtained in the empirical
investigation. The Pearson correlation coefficients and the linear regression illustrate the significantly positive
relationships between all the predetermined motivational factors and employee satisfaction, as well as with
employee commitment at the 95% confidence level. The strongest relationship was that between job interest
and importance and employee satisfaction (r = 0.685), and the weakest that between rewards and employee
satisfaction (r = 0.429). All the relationships between the predetermined motivational factors and employee
commitment were also shown to be significantly positive. The strongest relationship was that between
employee commitment and job interest and importance (r = 0.641), and the weakest that between employee
commitment and rewards (r = 0.402).
Table 5: Motivational factors in relation to employee satisfaction and employee commitment –
Pearson correlation coefficients and linear regression results
Factors
Employee satisfaction
Employee commitment
Pearson
correlation (r)
R Square (R²)
Pearson
correlation (r)
R Square (R²)
Rewards
.429
.184
.402
.162
Working conditions
.571
.326
.611
.373
Management abilities
.572
.327
.563
.317
Employee participation
.647
.418
.586
.343
Company policies
.545
.297
.528
.279
Recognition and feedback
.652
.426
.609
.371
Job interest and importance
.685
.469
.641
.411
The linear regression analysis showed that there were highly significant relationships between each of the
seven predetermined motivational factors and employee satisfaction and commitment. It is evident that the
study confirmed the existence of all 14 relationships suggested by the theoretical model as presented in
Figure 1. Therefore, all the hypotheses (H01 – H014) can be rejected, since moderate positive relationships
exist between the seven motivation factors (independent variables) and employee satisfaction and employee
commitment (dependent variables). Table 6 provides a ranking of the predetermined factors from the
strongest to the weakest correlation for both employee satisfaction and employee commitment.

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
68
Table 6: Ranking of motivation factors according to correlation strength for employee satisfaction
and employee commitment
Rank
Employee satisfaction
Employee commitment
1
Job interest and importance (0.469)
Job interest and importance (0.411)
2
Recognition and feedback (0.426)
Working conditions (0.373)
3
Employee participation (0.418)
Recognition and feedback (0.371)
4
Management abilities (0.327)
Employee participation (0.343)
5
Working conditions (0.326)
Management abilities (0.317)
6
Company policies (0.297)
Company policies (0.279)
7
Rewards (0.184)
Rewards (0.162)
The strongest correlations for both employee satisfaction and commitment were found to be job interest and
importance. Thus, in order for firms to increase both employee satisfaction and commitment, it is important to
focus on employees’ interest in their jobs and their value or the importance attached to their jobs. Questions
that formed part of this factor related to items such as:
interesting, exciting and challenging jobs;
the importance of the individual’s job in relation to the survival of the business;
job specialisation and rotation;
number of activities performed, and
authority and control.
With employee satisfaction, recognition and feedback had the second strongest correlation, followed by
employee participation, management abilities and working conditions. With employee commitment, the
second strongest correlation was that of working conditions. In addition, recognition and feedback, employee
participation and management abilities were important in order to increase employees’ commitment levels.
The two weakest correlations for both employee satisfaction and commitment were rewards and company
policies. Rewards had the weakest correlation with employee satisfaction and commitment, although many
individuals mistakenly assumed that monetary rewards were the main motivational factor.
SUMMARY AND CONCLUSIONS
This study has provided a brief overview of the perception of employees in small businesses about the
motivational factors that need to be present in order to keep them satisfied and committed. Taking into
account the high failure rate of small businesses, it may be assumed that managers lack some of the
essential know-how to manage a business successfully. Human resources form the cornerstone of any
business, and care should be taken to ensure employees’ “happiness” within the business, in order to find
and retain quality employees. What will happen to businesses that are burdened with employees who are not
motivated, satisfied or committed? The consequences are likely to be detrimental. The manner in which
managers deal with their employees, in terms of motivation, satisfaction and commitment, has an impact on
the long-term success of the business. Business managers should acknowledge the value of ensuring that
employees remain satisfied and committed as a major influencing factor in terms of the country’s ability to
prosper.
Small businesses should implement the seven predetermined motivational factors discussed in this study in
creative ways, in order to have a positive effect on motivational levels. Such a positive effect will increase
employee satisfaction and commitment levels. Research shows that satisfied employees will have a positive
influence on business performance. In addition, according to research, committed employees are the
hallmark of a successful business. Ultimately, employees who are satisfied and committed will contribute to
the greater survival of small businesses in South Africa, which will help to ensure economic prosperity in the
country.

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
69
RECOMMENDATIONS
A number of recommendations can be made with regard to the relationships between the seven
predetermined motivational factors and employee satisfaction and commitment, which are discussed below.
With regard to the high failure rate of small businesses, it is suggested that care be taken when managing the
human capital of businesses. Management may lack the skills and know-how about managing a business's
resources – including human resources – properly. It is vital that managers should be aware of the
motivational factors that will influence the satisfaction and commitment of employees, which in turn will
influence the success of the business. Small businesses should be given every encouragement and means
of guidance to help improve the business's performance in the market-place. In this regard, various
institutions, both private and public, can play a supporting role by assisting small business managers in
“managing” their employees, by making programmes available to SMMEs. This will empower small business
managers to become more knowledgeable about how to keep their employees satisfied and committed, by
applying the motivational factors in accordance with the findings of this study.
As seen from the empirical findings, although a positive relationship exists, rewards have the weakest
correlation with employee satisfaction and commitment. Rewards should therefore not be the main
motivational tool to ensure employee satisfaction and commitment. Merely receiving a salary every month
will not necessarily cause employees to be satisfied or committed. Rewards can take various forms, such as
wages/salaries, pension schemes, health insurance, bonuses, commission and share options. The moment
money is seen as a right, it will lose its motivational value and will not contribute to satisfaction and
commitment. In order to have a positive effect on employee satisfaction and commitment, extra money must
be given over and above the recognition by the manager of those employees who have performed
exceptionally well. There must thus be a clear link between performance and reward. Employees must be
aware of the fact that if they excel in their performance, it will lead to a valued reward.
The positive relationship between working conditions and employee satisfaction and commitment proves that
it is crucial to create a work climate that is morale-boosting. The employees’ workplace and the equipment
they use must be safe and clean. It is necessary that pleasant relationship should exist between employees
and employers, and that employees are required to work reasonable hours. All this will contribute to higher
employee satisfaction and commitment levels.
Management abilities also have a positive relationship with employee satisfaction and commitment. It is
important that managers should listen to and support their employees, create conditions under which
employees feel inspired to work hard, avoid negativity, take a sincere interest in each individual employee,
model enthusiasm, show appreciation for employees’ good work, and demonstrate confidence in their
employees. Managers must identify the basic needs of their employees in order to attempt to apply the
motivational factors so as to fulfil such needs. Employees are generally more motivated by a democratic
management style than an autocratic management style. Managers should therefore consult their employees
when making plans or taking decisions, in order to ensure greater employee participation.
It has been established that a there is a positive relationship between employee participation and employee
satisfaction and commitment. In order to improve satisfaction and commitment, employees should participate
in the goal-and-objective- setting process of a business. Employees often have meaningful ideas and
suggestions and should be encouraged to act on their own initiative. Employees should receive regular
feedback on how well they are doing in pursuit of the goals of the business. Managers should grant
employees the opportunity to share leadership responsibilities and exercise authority, power and control.
When employees feel that their opinions, ideas and suggestions are valued, there will be higher levels of
satisfaction and commitment.
The positive relationship between company policies and employee satisfaction and commitment signify the
importance of reliable and comprehensive systems that should be in place in a business, in order to motivate

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
70
employees. Examples of systems that should be adhered to are compensation systems, employee
performance systems, equity systems, and organisational policies and procedures. These systems ensure a
clear understanding and equitable treatment of employees. Company policies and systems should create a
climate that reinforces values concerning performance, and should communicate acceptable ways of
behaviour.
It has been proved that recognition and feedback are positively related to employee satisfaction and
commitment. Thus, in order to ensure higher levels of employee satisfaction and commitment, managers
must acknowledge the achievement and success of a particular task by the employees concerned.
Managers must demonstrate appreciation for a job well done. Acknowledgements can be casual or formal,
and can be simply a word of appreciation, a personal note, a trophy or a promotion. In order to ensure higher
levels of satisfaction and commitment, work well done should always be recognised, and a manager should
never hesitate to praise an employee.
The most significant positive relationship was determined to be that between job interest and importance and
employee satisfaction and commitment. Managers should therefore do everything in their power to ensure
that employees are placed in jobs that they perceive as interesting, meaningful, exciting, challenging, and
critical for the survival of the business. This can be done in a variety of ways, such as job enlargement, job
rotation and job enrichment. Employees should be able to apply a variety of skills in their job, understand
their tasks and the importance of their work, have control over their work, be responsible for the results, and
receive feedback in terms of the work that they have done. As proved in the simple linear regression
analysis, motivation, quality of work, performance output, employee satisfaction and commitment and
absenteeism will all improve if jobs include elements focusing on job interest and importance.
To summarise, with regard to employee satisfaction and commitment levels, the following recommendations
can be made:
Levels of satisfaction and commitment can be continually developed and improved through training of
managers on how and to what extent to apply motivational factors.
Managers need to communicate with employees and obtain feedback on what their needs are and how
they perceive their current job situation. This will enable managers to determine what each employee
wants out of his/her job, and which motivational factors each employee perceives as the most important.
ACKNOWLEDGEMENTS
A special word of thanks to Ms Elda van Vuuren, for her assistance with the literature overview and
interpretation of the empirical results.
The authors would also like to thank the fieldworkers who collected the data for this research.

Janine Krüger
Chantal Rootman
HOW DO SMALL BUSINESS MANAGERS INFLUENCE EMPLOYEE
SATISFACTION AND COMMITMENT?
Acta Commercii 2010
71
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