The Impact Of Organizational Climate Dimensions On The Quality Of Customer Service:, An Empirical Study In Sulaymaniyah International Airport

2019 ◽  
pp. 49
Author(s):  
هه لات سعيد محمد ◽  
فلاح حسن أحمد ◽  
صلاح حمه سعيد
Keyword(s):  
Empirical Study ◽  
Organizational Climate ◽  
Customer Service ◽  
International Airport ◽  
The Impact

Antecedents And Outcomes Of Qwl Among Employees In Banks

2019 ◽  
Vol 118 (7) ◽  
pp. 1-19
Author(s):  
Geethanjali N ◽  
Parveen Roja M ◽  
Lavanya D
Keyword(s):  
Organizational Climate ◽  
Job Stress ◽  
Work Life ◽  
Working Environment ◽  
Quality Of Work Life ◽  
Quality Of Work ◽  
Significant Difference ◽  
Service Productivity ◽  
The Impact

Quality of work life is the major factor to be considered in working environment of any organization. The performance of employees and the organization lies on the ability of the employees based on working environment. The QWL leads to better working environment which improves the performance of organization. The present study has made an attempt to find the level of factors causing QWL and the impact of outcome of QWL in banks. Since the profile of the banks may be associated with the level of outcomes of QWL, the present study has made an attempt to examine it with the help of one way analysis of variance and t-test. The included outcomes of QWL are job satisfaction, job stress, organizational climate, organizational commitment, employees retention behaviour, service quality employees and service productivity of employees. The highly associated determinants of QWL and the significant difference among the PUSBs and PRSBs have been noticed. The significantly associating important profiles of the banks regarding the existence of outcome of QWL are identified.

Characteristics of Organizational Climate and Managerial Job Satisfaction: An Empirical Study

1975 ◽  
Vol 37 (1) ◽  
pp. 299-305 ◽  
Author(s):  
Theodore M. Schwartz ◽  
Donald R. Moscato ◽  
H. Jack Shapiro
Keyword(s):  
Job Satisfaction ◽  
Empirical Study ◽  
Organizational Climate ◽  
Behavioral Science ◽  
Strong Preference ◽  
Demographic Information ◽  
Closed Characteristics ◽  
The Impact

This study investigated the impact of perceived organizational climate on managerial job satisfaction of 114 managerial personnel who completed a three-part questionnaire which solicited demographic information and the identification of and preferences for specific characteristics of organizational climate. The surveyed personnel had a strong preference for open as opposed to closed characteristics of organizational climate; to the degree they claimed to be familiar with the behavioral science theories of management there is an increasingly favorable disposition toward the theories; and among those Ss who perceived closed characteristics, there was a desire for a diminution of the impact of those characteristics.

scholarly journals Studi Empirik BUMN Pada PT PELINDO III Surabaya Pengaruh Intellectual Capital Terhadap Inovasi Organisasi

2021 ◽  
Vol 5 (1) ◽  
pp. 26-40
Author(s):  
Arfah Arfah
Keyword(s):  
Organizational Climate ◽  
Customer Service ◽  
Intellectual Capital ◽  
Industrial Revolution ◽  
Organizational Innovation ◽  
Diverse Range ◽  
Cultural Heterogeneity ◽  
High Level ◽  
The Impact

The era of the industrial revolution 4.0. In the last century, experts have increasingly convinced that the intellectual resources of an organization determine the competitive advantage of an organization in accelerating the effectiveness of artificial intelligence, especially in presenting the best customer service innovation products. However, there are only a few studies on the relationship between intellectual capital and innovation. Based on the importance of these issues, this study aims to examine the impact of intellectual capital on organizational innovation. Questionnaires have been distributed to 100 employees of PT. Pelindo from Indonesian State-Owned Enterprises (BUMN), and 82 usable questionnaires were returned. The regression statistical method analysis was used to test the hypothesis. The results of the research simultaneously show that intellectual capital has a positive and significant effect on organizational innovation. The next test results partially prove that human capital, organizational capital, and relational capital have a significant and positive effect on organizational innovation. This study opens several pathways for innovation program projects in future Indonesian organizations. The significance of the findings of this study shows the practical implications of the support in the next roadmap on research and development (R&D) of Human Resources and innovation of Indonesian BUMN organizations, particularly at PT. Pelindo as one of the important pillars in the success of the vision of the Indonesian government's maritime axis. Based on the high level of socio-cultural heterogeneity in Indonesia, the implications of follow-up studies are important to expand the sample of employees to a larger and more diverse range and combine other independent variables (such as demographic factors, organizational culture, organizational climate, leadership, job satisfaction or other motivational factors) which may result in different study findings and recommendations.

scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

Antecedents and Outcomes of Quality of Work Life Among Employees in Banks

2020 ◽  
Vol 17 (4) ◽  
pp. 1963-1968
Author(s):  
N. Geethanjali ◽  
R. Sindhya ◽  
A. Sabarirajan
Keyword(s):  
Organizational Climate ◽  
Job Stress ◽  
Work Life ◽  
Working Environment ◽  
Quality Of Work Life ◽  
Quality Of Work ◽  
Significant Difference ◽  
Service Productivity ◽  
The Impact

Quality of work life is the major factor to be considered in working environment of any organization. The performance of employees and the organization lies on the ability of the employees based on working environment. The QWL leads to better working environment which improves the performance of organization. The present study has made an attempt to find the level of factors causing QWL and the impact of outcome of QWL in banks. Since the profile of the banks may be associated with the level of outcomes of QWL, the present study has made an attempt to examine it with the help of one way analysis of variance and t-test. The included outcomes of QWL are job satisfaction, job stress, organizational climate, organizational commitment, employees retention behaviour, service quality employees and service productivity of employees. The highly associated determinants of QWL and the significant difference among the PUSBs and PRSBs have been noticed. The significantly associating important profiles of the banks regarding the existence of outcome of QWL are identified.

scholarly journals PENGARUH KOMPETENSI PEGAWAI DAN IKLIM ORGANISASI TERHADAP KUALITAS PELAYANAN DI UNIT PELAKSANA PELAYANAN TERPADU SATU PINTU KOTA ADMINISTRASI JAKARTA BARAT

2018 ◽  
Vol 1 (1) ◽  
pp. 140-148
Author(s):  
A. H. Rahadian ◽  
Albertina Novi ◽  
Sri Sundari ◽  
Mary Ismowati
Keyword(s):  
Organizational Climate ◽  
Customer Service ◽  
Descriptive Data ◽  
Independent Variables ◽  
Service Unit ◽  
One Stop ◽  
Quantitative Descriptive ◽  
Positive Effect ◽  
Integrated Service

This study aims to determine how much Effect of Employee Competence and Organizational Climate on the Quality of Customer Service in One Stop Integrated Service Unit West Jakarta Administration, by taking a sample of 93 respondents. Both independent variables and the dependent variable is operationalized by research method as follows: Sampling is done by using the technique sampling; Scoring of answers of respondents using a Likert Scale Technique; using Quantitative Descriptive Data Analysis. From the above results, it can be concluded that the hypothesis that the authors propose is acceptable, because there is a positive Effect of Employee Competence and Organizational Climate either partially or simultaneously on the Quality of Customer Service in One Stop Integrated Service Unit West Jakarta Administration. 

scholarly journals Study of the logistics factors that influence the development of e-commerce services in the customer’s opinion

2018 ◽  
Vol 45 (1) ◽  
pp. 25-34 ◽  
Author(s):  
Teresa Gajewska ◽  
Dominik Zimon
Keyword(s):  
Customer Service ◽  
Questionnaire Survey ◽  
Pearson Correlation ◽  
Quality Criteria ◽  
Internet Shopping ◽  
Degree Of Satisfaction ◽  
Technological Developments ◽  
Dynamic Growth ◽  
The Impact

Recent years have seen a dynamic growth of ecommerce. This links to technological developments, an increase in the number of people who have access to and actively use the Internet, and the use of mobile devices. The aim of the paper is to present the results of a questionnaire survey of the factors behind the development of e-commerce services. Besides, the paper defines the interdependence between the frequency of internet shopping and the logistic aspects of e-commerce. A hierarchy is also established of the degree of satisfaction as regards the quality criteria of e-commerce services. The analysis covers data from a questionnaire survey of 100 customers using ecommerce in Poland. The respondents were customers using e-commerce services aged between 20 and 24. The questionnaire was based on a five-point Likert-type scale of between 1 and 5. The survey was qualitative and nationwide. The analysis was done using the Statistica 10 software. The Pearson correlation was chosen from amongst the methods available to determine the impact between the surveyed variables. Firms that provide e-commerce services aim to fulfil the ever increasing needs and expectations of their customers. They attach a lot of importance to the quality of customer service which is demonstrated by the high scores awarded by the respondents.

The impact of customer organization socialization: a moderated mediation model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hongshen Liu ◽  
Zhihui Huang
Keyword(s):  
Customer Service ◽  
Moderated Mediation ◽  
Service Performance ◽  
Mediation Model ◽  
Content Type ◽  
Moderated Mediation Model ◽  
Organization Socialization ◽  
The Impact ◽  
The Relationship

PurposeBased on a dyadic perspective, the purpose of this paper is to include the contributions of employee and customer in a service process and to examine the underlying mechanism of customer organization socialization on service performance.Design/methodology/approachThe authors used a unique survey data pertaining to the service industry. The authors collected their data from multiple sources (customers, front-line employees and these employees' managers) in the divisions of a large service organization – Ping An Insurance (Group) Company of China. The authors adopted hierarchical regression moderated path analysis approach to examine our moderated mediation model.FindingsThe authors find that both the quality of customer service and the quality of employee service play as moderators in the relationship between customer organization socialization and service performance. And quality of customer service moderates the relationship between customer organization socialization and quality of employee service.Originality/valueThe literature has focused primarily on service performance improvement based on the dyadic perspective of customer and employee. The research develops a moderated mediation model and contributes to the literature by empirically examining customer organization socialization.

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