The impact of quality customer service on organizational performance at Abu Dhabi distribution company

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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Main Author: Al Shehhi, Yasser Mohamed Abdulla Laha
Format: thesis
Language:eng
Published: 2023
Subjects:
HD Industries
Land use
Labor
Online Access:https://ir.upsi.edu.my/detailsg.php?det=11437
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id oai:ir.upsi.edu.my:11437
record_format uketd_dc
institution Universiti Pendidikan Sultan Idris
collection UPSI Digital Repository
language eng
topic HD Industries
Land use
Labor
spellingShingle HD Industries
Land use
Labor
Al Shehhi, Yasser Mohamed Abdulla Laha
The impact of quality customer service on organizational performance at Abu Dhabi distribution company
description <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>
format thesis
qualification_name
qualification_level Master's degree
author Al Shehhi, Yasser Mohamed Abdulla Laha
author_facet Al Shehhi, Yasser Mohamed Abdulla Laha
author_sort Al Shehhi, Yasser Mohamed Abdulla Laha
title The impact of quality customer service on organizational performance at Abu Dhabi distribution company
title_short The impact of quality customer service on organizational performance at Abu Dhabi distribution company
title_full The impact of quality customer service on organizational performance at Abu Dhabi distribution company
title_fullStr The impact of quality customer service on organizational performance at Abu Dhabi distribution company
title_full_unstemmed The impact of quality customer service on organizational performance at Abu Dhabi distribution company
title_sort impact of quality customer service on organizational performance at abu dhabi distribution company
granting_institution Perpustakaan Tuanku Bainun
granting_department Fakulti Pengurusan dan Ekonomi
publishDate 2023
url https://ir.upsi.edu.my/detailsg.php?det=11437
_version_ 1811774768339222528
spelling oai:ir.upsi.edu.my:114372024-09-23 The impact of quality customer service on organizational performance at Abu Dhabi distribution company 2023 Al Shehhi, Yasser Mohamed Abdulla Laha HD Industries. Land use. Labor <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> 2023 thesis https://ir.upsi.edu.my/detailsg.php?det=11437 https://ir.upsi.edu.my/detailsg.php?det=11437 text eng openAccess Masters Perpustakaan Tuanku Bainun Fakulti Pengurusan dan Ekonomi <p>Abdulahi, B., & Aykan, E. . (2016). Effects of Human Resources Training on Employee Perceived Performance: Comparison of Somalia-Turkiye Telekommunication Bussinesses. . 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