scholarly journals Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria

2021 ◽  
Vol 3 (2) ◽  
pp. 198-205
Author(s):  
Adeshina Akinwumi Ojo
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Positive Relationship ◽  
Value Added ◽  
Sampling Technique ◽  
Organisational Performance ◽  
Organizational Productivity ◽  
Joint Influence ◽  
Performance Results

The present study examined the role of service quality on organisational performance among telecommunication employees. A survey research design was used to conduct this study with a sample of 123 employees selected using a two-stage sampling technique in Lagos (62 participants and Oyo state (61 participants). Data collection was through a self-reported questionnaire that measured service quality and organisational performance. Results indicate that there exists a significant positive relationship between service quality and organizational productivity of the Nokia telephone company (r = .34; P<.01).service quality had significant joint influence on organizational productivity [R = .54; R² = .29; F (1, 121) = 13.21; P<.01]. The study concluded that service quality predicts organisational performance. The study, therefore, recommended that quality in service delivery be boosted by adding more value-added extra services to customers. This will give the customers the view that Nokia management values their customers.

scholarly journals Why Socially Responsible? Determinant Factors of Organizational Performance: Case of Dangote Cement Factory in Ethiopia

2021 ◽  
Vol 13 (9) ◽  
pp. 4783
Author(s):  
Anna Dunay ◽  
Abebe Ayalew ◽  
Gemechu Abdissa
Keyword(s):  
Corporate Social Responsibility ◽  
Organizational Performance ◽  
Software Package ◽  
Positive Relationship ◽  
Multiple Linear Regression Model ◽  
Sampling Technique ◽  
Socially Responsible ◽  
Statistical Software ◽  
Cement Factory ◽  
Corporate Social

The main purpose of this study is to examine the effect of corporate social responsibility on the organizational performance of the Dangote cement factory in Ethiopia. In order to achieve the research objectives, the authors adopted both a descriptive and explanatory research design. Structured questionnaires were used to gather data from the targeted group of the study, where the probability and non-probability sampling technique was employed to draw a sample of 179. The collected data were presented and analyzed using the SPSS (version 20) statistical software package. A multiple linear regression model was applied to see the effect of CSR on organizational performance. The study showed that philanthropic activities, ethical activities, and legal activities affect organizational performance, have a positive relationship, and are statistically significant at a 1% confidence interval. It was concluded that for the existence of business industries, the community relation is key to ensuring a conducive atmosphere for the business to succeed.

Service quality of property managers of shopping complexes in Ibadan, Nigeria

2019 ◽  
Vol 37 (3) ◽  
pp. 310-326 ◽  
Author(s):  
Samson Oluseun Ojekalu ◽  
Olatoye Ojo ◽  
Timothy Tunde Oladokun ◽  
Sumoila Aremu Olabisi ◽  
Sunday Samuel Omoniyi
Keyword(s):  
Service Quality ◽  
Multiple Regression ◽  
Management Practice ◽  
Sampling Technique ◽  
Primary Data ◽  
Stepwise Multiple Regression ◽  
Systematic Sampling ◽  
Content Type ◽  
Five Axes

PurposeThe purpose of this paper is to assess the service quality (SQ) of property managers of shopping complexes in Ibadan with a view to improving management practice.Design/methodology/approachPrimary data were used for the study through questionnaire administration. Ibadan was stratified into five axes using existing major roads where shopping complexes were highly concentrated. From each axis, 33, 65, 48, 64 and 66 shopping complexes were identified (Oyo State Ministry of Land, Housing and Survey, 2017), and the systematic sampling technique (20 percent) was adopted to select 57 out of 276 shopping complexes and 192 (10 percent) out of 1919 occupiers of the shopping complexes in the study area. In total, 157 occupiers responded to the questionnaire, and the data were analyzed using mean ranking and stepwise multiple regression.FindingsThis study found that professionalism, tangible, assurance and empathy dimensions of SQ were rated fair, whereas reliability and responsiveness dimensions were rated poor. Also, stepwise multiple regression analysis predicted 78.5 percent overall SQ of property managers, and assurance, professionalism and empathy dimensions contributed significantly to the overall SQ. Hence, reliability and responsiveness dimensions of SQ need to be improved. It is expected that the findings of this study will help property managers to understand the role of various dimensions of SQ for enhanced property management practice.Originality/valueThe study is one of the few studies that assessed the SQ of property managers of shopping complex with a view to improving its management practice.

scholarly journals Pengaruh Kualitas Layanan dan Keadilan Terhadap Kepatuhan Wajib Pajak Dengan Kepuasan Sebagai Variabel Mediasi

2020 ◽  
Vol 10 (2) ◽  
pp. 149-158
Author(s):  
Eka Febriani ◽  
Norra Isnasia Rahayu
Keyword(s):  
Service Quality ◽  
Tax Compliance ◽  
Sampling Technique ◽  
Primary Data ◽  
Probability Method ◽  
Significant Positive Effect ◽  
Mediating Role ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to examine the effect of service quality and fairness on taxpayer compliance and the mediating role of satisfaction in the effect of service quality and fairness on taxpayer compliance. The population of this research is individual local taxpayers in Samarinda. The sample of this study is 164 respondents selected using non probability method with convenience sampling technique. This study uses primary data obtained from seven-scale Likert questionnaires. The data were analyzed using path analysis in SPSS. The results of this study show that, first, service quality has a significant positive effect on satisfaction and taxpayer compliance; second, fairness has an insignificant effect on satisfaction and taxpayer compliance; third, satisfaction has a significant positive effect on taxpayer compliance; fourth, service quality has a significant positive effect on taxpayer compliance mediated by satisfaction; fifth, mediated by satisfaction, fairness has no significant effect on tax compliance.

A Study on the Effect of Intellectual Capital on the Organizational Performance of Banking Sector in Malaysia

2015 ◽  
pp. 254-266
Author(s):  
Muhammad Khalique
Keyword(s):  
Organizational Performance ◽  
Intellectual Capital ◽  
Banking Sector ◽  
Sampling Technique ◽  
Structural Capital ◽  
Strategic Assets ◽  
Customer Capital ◽  
Knowledge Intensive ◽  
Technological Capital

In the twenty first century, intellectual capital appears as one of the most important strategic assets for the success of knowledge-intensive organizations. The aim of this chapter is to examine the effect of intellectual capital on the organizational performance of banking sector operating in Kuching Malaysia. In this study, Integrated Intellectual Capital Model (IICM) is used to test the role of intellectual capital in banking sector in Kuching. This model is based on human capital, customer capital, structural capital, social capital, technological capital, and spiritual capital. This study uses a sample of 300 participants employed in banking sector to examine the role of intellectual capital. A convenience sampling technique is used to select the respondents. To achieve the objective of this study, seven research hypotheses are constructed. Multiple regression analysis is used to test the proposed research hypotheses. The findings demonstrate that all the proposed research hypotheses are not supported. The findings of this study are contrary to the previous studies. However, this study opens a new discussion in intellectual capital field. This study demands further empirical researches to affirm the role of intellectual capital in the knowledge-intensive organization.

scholarly journals Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation

2021 ◽  
Vol 10 (2) ◽  
pp. 119-127
Author(s):  
Tjokorda Gde Raka Sukawati
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Service Users ◽  
Quality Service ◽  
Test Results

The aim of this research was to analyze the effect of hospital brand image, service quality, and patient satisfaction on hospital service users in Denpasar, Bali. This study was conducted during the current pandemic. This study aimed at testing the important mediation role of service quality in relation to hospital brand image on patient satisfaction. This study took the research samples of 81 respondents who used medical services at hospitals in Denpasar. The simple random sampling technique was used to collect the data. The hypothesis test results show that hospital brand image positively, significantly influences patient satisfaction. Hospital brand image positively, significantly influences service quality. Service quality positively, significantly influences patient satisfaction.

scholarly journals Impact of Service Quality on Malaysian Polytechnic Sustainability Using Modified HEdPERF Model: An Empirical Study

2021 ◽  
Vol 7 (2) ◽  
pp. 159-163
Author(s):  
Khairul Anuar Bin Mohd Ali ◽  
Sulaiman Bin Mohammed Khalid ◽  
Zafir Khan Bin Mohamed Makhbul
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
High Performance ◽  
Critical Factor ◽  
Specific Model ◽  
Academic Departments ◽  
Organisational Performance ◽  
Quality Model ◽  
Education Performance

Current literature in higher education service quality and organisational performance depicts that adequate application of modified HEdPERF (Higher Education PERFormance) in the organisation daily operation will generate high performance activities that subsequently will increase organisation performance. Although many previous investigations have studied the association between service quality and organisation performance in higher education, the role of modified HEdPERF education specific model as a critical factor for improving organisation performance among managers has been poorly discussed. The goal of this work is to assess the effect of modified HEdPERF service quality model and organisation performance relationship among heads of department of Malaysian polytechnics. This study employed random sampling method through self-administered questionnaires collected from 192 Heads of Department covering academic and non-academic departments within Malaysian polytechnics. The results have shown that programme issues, academic aspects and access are significant antecedents for organisational performance at Malaysian polytechnics. Conversely, non-academic and physical facilities were not able to improve organisational performance. The study outcomes confirm the ability of organisation to correctly execute modified HEdPERF which covers programme issue, academic aspects and access in daily operations as important measure to improve the performance of the organisation.

scholarly journals Analisis Hubungan Pengajaran dengan Mutu Pelayanan Rumah Sakit di Rumah Sakit Islam Kota Padang

2020 ◽  
Vol 20 (2) ◽  
pp. 551
Author(s):  
M Adharudin ◽  
Yulastri Arif ◽  
Dorisnita Dorisnita
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Free Market ◽  
Market Competition ◽  
Active Role ◽  
Cross Sectional ◽  
Cost Efficient ◽  
Cross Sectional Design ◽  
Relationship Of

Hospital service quality is an assessment of services obtained from patients with cost-efficient and results from the organization's organizational performance. Free market competition requires us to improve quality in all fields, especially in health services to be recognized internationally, the phenomenon of people prefering to seek treatment abroad is a big challenge in improving the quality of hospital services. The purpose of this study was to determine the relationship of Teaching with the services quality in Padang City Islamic hospitals. The study design used was descriptive correlation with cross sectional design. The sample of this study were 325 inpatients. The results of this study prove that there is a relationship between teaching and service quality in Padang City Islamic hospitals (P = 0.006). This study recommends hospitals to increase the active role of nurses in improving service quality with the COPA model approach, which is teaching that can be applied in hospitals.

scholarly journals Peran Kepuasan Pelanggan Pada Hubungan Kausalitas Antara Kualitas Layanan Terhadap Niat Beralih

2021 ◽  
Vol 2 (2) ◽  
pp. 316-335
Author(s):  
Alan Rusdiana ◽  
L Suparto LM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Negative Effect ◽  
Core Service ◽  
The Relationship ◽  
Positive Effect

This type of research is associative research. This research takes the title: “This type of research is associative research. This research takes the title: "The Role of Customer Satisfaction on the Causality Relationship Between Service Quality and Switch Intention (Study on Fitra Majalengka hotel visitors)”. The purpose of this study was to determine the partial effect of core service quality and encounter on switching intentions with the mediating factor of customer satisfaction. The population in this study were all visitors to the Fitra Majalengka hotel. The sampling technique used is purposive sampling. The number of respondents in this study was 120. The data were analyzed using structural equation modeling (SEM) with AMOS 21 software. The results of this study indicate that 1) core service quality has no effect on switching intentions, 2) encounter service quality has no effect on switching intentions, 3) core service quality has a positive effect on customer satisfaction, 4) encounter service quality has a positive effect on customer satisfaction, 5 ) customer satisfaction has a negative effect on switching intentions, 6) customer satisfaction mediates the negative effect of core service quality on switching intentions, 7) customer satisfaction mediates the negative effect of encounter service quality on switching intentions. An important finding from this study is that it can confirm the concept of EDT in which customer satisfaction becomes a mediating variable between the relationship between core service quality and encounter with switching intentions.

scholarly journals Impact of Intellectual Capital on Firm Value: The Moderating Role of Managerial Ownership

2019 ◽  
Author(s):  
Aftab Ahmed ◽  
Muhammad Kashif Khurshid ◽  
Muhammad Usman Yousaf
Keyword(s):  
Intellectual Capital ◽  
Firm Value ◽  
Market Competition ◽  
Value Added ◽  
Sampling Technique ◽  
Systematic Sampling ◽  
Managerial Ownership ◽  
The Relationship ◽  
Moderating Role

Rapidly changing dynamics of globalization and increasing market competition are causing the companies all around the world confronting several new challenges and opportunities. To be competitive and successful apart from relative importance of physical resources, companies must adapt modern strategies and policies regarding market flexibility and development. The purpose of this study is to empirically investigate the relationship between intellectual capital and firm value. Furthermore, the moderating role of managerial ownership has been evaluated with the help of regression analysis. The sample included the panel data taken from non-financial firms listed on Pakistan stock exchange (PSX) covering the period 2010-2015. A sample of 79 firms out of 384 firms have been selected with the help of systematic sampling technique. VAIC (Value Added Intellectual Coefficient) model has been used for the calculation of intellectual capital. Tobin's Q has been taken as a measure of firm value. Managerial ownership has been tested as moderator. Based on data analysis, it is concluded that the relationship between intellectual capital and firm value is positively significant. It is also concluded that managerial ownership moderates the relationship between intellectual capital and firm value negatively.

PENGARUH E-SERVICE QUALITY, CUSTOMER E-SATISFACTION DAN CUSTOMER VALUE TERHADAP CUSTOMER E-LOYALTY DIMODERASI OLEH BRAND IMAGE MELALUI E-CRM QUALITY SEBAGAI VARIABEL INTERVENING

2019 ◽  
Vol 14 (1) ◽  
pp. 15
Author(s):  
Willy Setiawan Hendarta ◽  
Annie Susanto
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
Mediating Role

This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.

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