Employees' perception of the organizational climate: Its effect on service quality

Abstract

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.