Cover Image

The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction

The purpose of the study is to explore the influence of service climate, organizational service orientation, service employee commitment and teamwork on employees' perception of customers satisfaction. A conceptual model was established based on existing literature to test the relationship betw...

Full description

Saved in:
Bibliographic Details
Main Author: Nurmasturah, Mokhtar
Format: Thesis
Language:English
English
Published: 2018
Subjects:
HD28-70 Management. Industrial Management
Online Access:https://etd.uum.edu.my/8026/1/822566_1.pdf
https://etd.uum.edu.my/8026/2/822566-2.pdf
https://etd.uum.edu.my/8026/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uum.etd.8026
record_format eprints
spelling my.uum.etd.80262021-08-11T05:31:31Z https://etd.uum.edu.my/8026/ The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction Nurmasturah, Mokhtar HD28-70 Management. Industrial Management The purpose of the study is to explore the influence of service climate, organizational service orientation, service employee commitment and teamwork on employees' perception of customers satisfaction. A conceptual model was established based on existing literature to test the relationship between the variables of the study. A survey research design using simple random sampling was employed with a sample of 364 employees from the hospitality industry. The results of correlation and regression analyses shows that all four independent variables (service climate, organizational service orientation , service employee commitment and teamwork) have a significant relationship and influenced towards employees' perception of customers' satisfaction. The result also show that organizational service orientation is the most influential factor on employees' perception of customer satisfaction. Hence, the proposed model offers a greater understanding of how service climate, organizational service orientation, service employee commitment and teamwork can be used to improve customers' satisfaction in the hospitality industry. Based on the result of this study, managers should provide avenues as well as resources for employees to deliver quality service to customers. Customer policies and procedures should also hie clearly communicated, to front line employees as well as offering continuous support and encouragement to enhance employees' perceptions. Finally, limitations of the study were discussed in tandem with the suggestions for future research. 2018 Thesis NonPeerReviewed text en https://etd.uum.edu.my/8026/1/822566_1.pdf text en https://etd.uum.edu.my/8026/2/822566-2.pdf Nurmasturah, Mokhtar (2018) The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic HD28-70 Management. Industrial Management
spellingShingle HD28-70 Management. Industrial Management
Nurmasturah, Mokhtar
The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction
description The purpose of the study is to explore the influence of service climate, organizational service orientation, service employee commitment and teamwork on employees' perception of customers satisfaction. A conceptual model was established based on existing literature to test the relationship between the variables of the study. A survey research design using simple random sampling was employed with a sample of 364 employees from the hospitality industry. The results of correlation and regression analyses shows that all four independent variables (service climate, organizational service orientation , service employee commitment and teamwork) have a significant relationship and influenced towards employees' perception of customers' satisfaction. The result also show that organizational service orientation is the most influential factor on employees' perception of customer satisfaction. Hence, the proposed model offers a greater understanding of how service climate, organizational service orientation, service employee commitment and teamwork can be used to improve customers' satisfaction in the hospitality industry. Based on the result of this study, managers should provide avenues as well as resources for employees to deliver quality service to customers. Customer policies and procedures should also hie clearly communicated, to front line employees as well as offering continuous support and encouragement to enhance employees' perceptions. Finally, limitations of the study were discussed in tandem with the suggestions for future research.
format Thesis
author Nurmasturah, Mokhtar
author_facet Nurmasturah, Mokhtar
author_sort Nurmasturah, Mokhtar
title The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction
title_short The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction
title_full The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction
title_fullStr The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction
title_full_unstemmed The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction
title_sort effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction
publishDate 2018
url https://etd.uum.edu.my/8026/1/822566_1.pdf
https://etd.uum.edu.my/8026/2/822566-2.pdf
https://etd.uum.edu.my/8026/
_version_ 1709670594810740736
score 13.211869

Similar Items