A cultural role in the relationship between trust, commitment and citizenship in business: An application in the insurance sector

Within the today's competitive business environment, importance of the human resources of organisations is increasing. In this context, investments which are done to human resources are increasing with the expectation of increasing overall organisational performance. This is very important for the insurance industry since their performance is ultimately rely on employees. However, factors such as the existence of bonus based salary and availability of limited career steps let people to leave insurance companies at their earlier career stages and thus increasing the employee turnover within the industry. This makes a barrier in front of the return on investment. Therefore, it is crucial for insurance companies to develop organisational culture which depends on trust in order for them to increase organisational commitment and performance. Based on this, the ultimate objective of this study was set as to find out the relationship between trust, organisational commitment, organisational citizenship behaviour and organisational culture. In this context, this study was designed as quantitative study and statistical analyses were used to determine mentioned relationship between the variables. In this study, whole insurance sector in Turkey was targeted and questionnaire method was used in obtaining the primary answers. Sample size of this study was determined as 382 however, 320 questionnaire were included into the analysis due to missing data in some filled questionnaires. In the analysis, first of all, descriptive statistics were given. Following to this, relationship between the variables were determined through correlation and regression analyses. The results showed that trust level of the employees is high among the insurance sector employees and their trusts also have an effect on their organisational commitment and organisational citizenship behaviour. However, employees believe that managers are not able to create a proper work environment in order for them to perform better and thus this problem should be solved. The finding of this study also indicated that employees working in insurance sector have a high organisational commitment levels and organisational citizenship behaviour levels and their organisational commitment levels affect their organisational citizenship behaviours. Another finding on the other hand indicated that organisational culture is negatively affecting the organisational citizenship behaviours of the employees. However, this finding may be related to the differences exists among the cultures.