How organizational wellbeing influence service quality
Luhende, Mary (2012)
Luhende, Mary
HAAGA-HELIA ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012121319440
https://urn.fi/URN:NBN:fi:amk-2012121319440
Tiivistelmä
The purpose of this research was to find out how organizational wellbeing influences
service quality. Due to the fact that business is very competitive today, many
researchers are trying to find out ways on which the organizations can compete against
their main competitors.
In the beginning of literature review the factors of organizational wellbeing are
described and then followed by the factors which show the dimensions of service
quality. There are six factors which have been presented having effect on the
organizational wellbeing, leadership, communication, organizational support,
environment, managing organizational stress, and managing diversity. In the study of
service quality SERVQUAL model has been adopted. The SERVQUAL model
presents five dimension of the service quality which are reliability, responsiveness,
tangible, assurance, and empathy.
This research is a qualitative case study in one organization. Since the objective of this
research was to find out how organization wellbeing influences service quality in
practice, interviewing with open questions was used as the research method.
Interviewing was chosen as the data collection methodology, because it yields deeper
data than form based research. Data was collected from the manager of the case
company in Finland 2012. The data was analysed from the recordings and notes.
The results showed that wellbeing plays a great role in improving service quality. When
the organizational wellbeing is emphasized, it results in more satisfied employees, after
a period of time it turns into commitment towards the organization which eventually
results into service quality resulting from committed employees and well served
customers. Promotion of organization wellbeing can help the organziation to reduce
costs as the number of sick leave gets lower. Also satisfied customers promote the
image of the organization positively, which leads to broad customer base and increases
revenue.
Improving service quality requires a serious involvement and readiness for change
within the organization. The management needs to have good strategies on how to
create a good working environment , how to motivate their employee and make them
commited towards their job, by doing that the organization will be profitable.
service quality. Due to the fact that business is very competitive today, many
researchers are trying to find out ways on which the organizations can compete against
their main competitors.
In the beginning of literature review the factors of organizational wellbeing are
described and then followed by the factors which show the dimensions of service
quality. There are six factors which have been presented having effect on the
organizational wellbeing, leadership, communication, organizational support,
environment, managing organizational stress, and managing diversity. In the study of
service quality SERVQUAL model has been adopted. The SERVQUAL model
presents five dimension of the service quality which are reliability, responsiveness,
tangible, assurance, and empathy.
This research is a qualitative case study in one organization. Since the objective of this
research was to find out how organization wellbeing influences service quality in
practice, interviewing with open questions was used as the research method.
Interviewing was chosen as the data collection methodology, because it yields deeper
data than form based research. Data was collected from the manager of the case
company in Finland 2012. The data was analysed from the recordings and notes.
The results showed that wellbeing plays a great role in improving service quality. When
the organizational wellbeing is emphasized, it results in more satisfied employees, after
a period of time it turns into commitment towards the organization which eventually
results into service quality resulting from committed employees and well served
customers. Promotion of organization wellbeing can help the organziation to reduce
costs as the number of sick leave gets lower. Also satisfied customers promote the
image of the organization positively, which leads to broad customer base and increases
revenue.
Improving service quality requires a serious involvement and readiness for change
within the organization. The management needs to have good strategies on how to
create a good working environment , how to motivate their employee and make them
commited towards their job, by doing that the organization will be profitable.