Open AccessEmployees' perception of the organizational climate: Its effect on service quality
Author(s) -
K. K. Govender
Publication year - 1999
Publication title -
sa journal of industrial psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.438
H-Index - 21
eISSN - 2071-0763
pISSN - 0258-5200
DOI - 10.4102/sajip.v25i3.688
Subject(s) - perception , business administration , service quality , psychology , service (business) , business , organisation climate , remedial education , management , marketing , social psychology , economics , mathematics education , neuroscience
From a survey of a matched sample of bank employees and customers, it was ascertained that the employees' perception of the organizational climate [OCLIM] is positively associated with the customers' perception of the overall service quality [SQUAL] but not with the customers' perception of the employee service quality [EQUAL]. This implies that service firm managers should regularly survey their employees to determine their perceptions of the organization, and take necessary remedial measures to correct any misperceptions.
Opsomming 'n Steekproef onder bankamptenare en kliente toon dat amptenare se persepsie van die organisatoriese klimaat (OCLIM) positief korreleer met kliente se persepsie van algehele diensgehalte (SQUAL), maar me met kliente se persepsie van die amptenare se diensgehalte (EQUAL) nie. Dit impliseer dat diensfirma-bestuurders hul amptenare se persepsies van organisasie gereeld moot monitor, en die nodige regstellende stappe meet neem om wanpersepsies reg te stel