Date of Award


Document Type

Open Access Thesis

Degree Name

Master of Arts in Leadership (MAL)



First Advisor

Velma J. Lashbrook


What employee issues impact performance? How should leaders attempt to impact these issues? Gallup’s human sigma model provides the primary theoretical framework for this exploration. The quantitative data used for discovery include: the Gallup Q12®️ employee engagement survey from 33 retail-banking stores and 522 employees, the individual store performance measurements, and the Gallup customer engagement survey CE11®️. Data for both surveys were gathered during the third quarters of 2006.

The results show the Q12 issues with high, positive correlations (those with a .425 or above Pearson Correlation) as they relate to performance measurements, such as daily average number of products sold, and the issues with high correlation are as follows: knowing expectations, opportunity to learn and grow, mission and purpose of organization, and the opportunity to use strengths in job.

Overall, the research concludes that there are strong correlations between certain employee engagement issues and overall performance.


SC 11.MAL.2009.Horihan.S