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...
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| Format: | Thesis |
| Language: | eng eng |
| Published: |
2018
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| Subjects: | |
| Online Access: | https://etd.uum.edu.my/8026/1/822566_1.pdf https://etd.uum.edu.my/8026/2/822566-2.pdf |
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| Summary: | 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. |
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