The impact of quality customer service on organizational performance at Abu Dhabi distribution company
<p>This study aimed to determine the impacts of the quality customer service dimensions,</p><p>namely service standardization, customer loyalty, service fairness, customer equity and</p><p>employee training, on the organizational...
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| Format: | thesis |
| Language: | eng |
| Published: |
2023
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=11437 |
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| Summary: | <p>This study aimed to determine the impacts of the quality customer service dimensions,</p><p>namely service standardization, customer loyalty, service fairness, customer equity and</p><p>employee training, on the organizational performance at Abu Dhabi Distribution</p><p>Company (ADDC). This study adopted a quantitative approach. Data were collected</p><p>from a sample of 385 respondents, who are the customers of ADDC. Data were</p><p>collected using a questionnaire as an instrument. Data collected were analyzed using</p><p>descriptive analysis and multiple linear regression analysis. The findingss showed a</p><p>significant and positive effect of customer loyalty (=0.107, p=0.037) and customer</p><p>equity (=0.181, p=0.000) on organizational performance at the significance level of</p><p>0.05. In conclusion, customer loyalty and customer equity are important dimensions to</p><p>ensure quality customer service and consequently improve organizational performance.</p><p>In implication, the findingss provide that to improve the organizational performance of</p><p>government-owned entities (GOEs), the roles of quality of customer service must be</p><p>emphasized, particularly customer loyalty and equity.</p> |
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