Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria
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 par...
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| Formato: | article |
| Lenguaje: | EN ID |
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Universitas Indraprasta PGRI
2021
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| Acceso en línea: | https://doaj.org/article/283546792ec04575bd7ffe95aaf22ff5 |
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| Sumario: | 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. |
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