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

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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Main Author: Nurmasturah, Mokhtar
Format: Thesis
Language:eng
eng
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
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
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
qualification_name masters
qualification_level Master's degree
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
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2018
url https://etd.uum.edu.my/8026/1/822566_1.pdf
https://etd.uum.edu.my/8026/2/822566-2.pdf
_version_ 1747828308746174464
spelling my-uum-etd.80262021-08-11T05:31:31Z The effect of service climate, organizational service orientation, service employees commitment and teamwork on employees' perception of customers' satisfaction 2018 Nurmasturah, Mokhtar Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business 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 https://etd.uum.edu.my/8026/ https://etd.uum.edu.my/8026/1/822566_1.pdf text eng public https://etd.uum.edu.my/8026/2/822566-2.pdf text eng public masters masters Universiti Utara Malaysia Abbasi, A. S., Khalid, W., Azam, M., & Riaz, Aj (2010). Determinants of customer satisfaction in hotel industry of Pakistan. European Journal of Scientific Research, 8(1), 97-105. Albayrak, T., & Caber, M. (2015). Prioritization of the hotel attributes according to their influence on satisfaction: a comparison of two techniques. Tourism Management, 46, 43 Alonso, A., Baker, D., Holtzman, A., Day, R., King, H., Toomey, L. and Salas, E. 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