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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Autor principal:	Adeshina Akinwumi Ojo
Formato:	article
Lenguaje:	EN ID
Publicado:	Universitas Indraprasta PGRI 2021
Materias:	service quality, organisational performance, telecommunication employees Psychology BF1-990
Acceso en línea:	https://doaj.org/article/283546792ec04575bd7ffe95aaf22ff5
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id	oai:doaj.org-article:283546792ec04575bd7ffe95aaf22ff5
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spelling	oai:doaj.org-article:283546792ec04575bd7ffe95aaf22ff52021-11-10T02:40:45ZRole Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria2656-10692656-845410.26539/pcr.32635https://doaj.org/article/283546792ec04575bd7ffe95aaf22ff52021-09-01T00:00:00Zhttps://journal.unindra.ac.id/index.php/pcr/article/view/635https://doaj.org/toc/2656-1069https://doaj.org/toc/2656-8454The 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.Adeshina Akinwumi OjoUniversitas Indraprasta PGRIarticleservice quality, organisational performance, telecommunication employeesPsychologyBF1-990ENIDPsychocentrum Review, Vol 3, Iss 2, Pp 198-205 (2021)
institution	DOAJ
collection	DOAJ
language	EN ID
topic	service quality, organisational performance, telecommunication employees Psychology BF1-990
spellingShingle	service quality, organisational performance, telecommunication employees Psychology BF1-990 Adeshina Akinwumi Ojo Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria
description	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.
format	article
author	Adeshina Akinwumi Ojo
author_facet	Adeshina Akinwumi Ojo
author_sort	Adeshina Akinwumi Ojo
title	Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria
title_short	Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria
title_full	Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria
title_fullStr	Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria
title_full_unstemmed	Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria
title_sort	role of service quality on organizational performance among telecommunication employees in southwestern states in nigeria
publisher	Universitas Indraprasta PGRI
publishDate	2021
url	https://doaj.org/article/283546792ec04575bd7ffe95aaf22ff5
work_keys_str_mv	AT adeshinaakinwumiojo roleofservicequalityonorganizationalperformanceamongtelecommunicationemployeesinsouthwesternstatesinnigeria
_version_	1718440728247402496

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

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