DEPENDENCY OF SERVICE QUALITY ON HUMAN RESOURCE DEVELPOMENT : A survey conducted for cleaning company
Thapa, Santosh (2017)
Thapa, Santosh
Centria-ammattikorkeakoulu
2017
Creative Commons Attribution-NonCommercial 1.0 Finland
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017101816130
https://urn.fi/URN:NBN:fi:amk-2017101816130
Tiivistelmä
The main objective of this study was to find out interconnection of service quality provided by ISS company to their customer and human resource development provided by ISS to their workers in Ylivieska region. This thesis helps to know whether or not ISS is balancing the human resource development and service quality simultaneously. Moreover, the thesis also provides a solution of the problem that ISS customer and their employees face due to ISS company.
The survey was done for 10 different customers of ISS and also the 10 different workers of ISS for the quality provided by the ISS and for the human resource development of their workers respectively. The survey was carried out in Ylivieska region of Finland. For the survey of service quality, I used English language and for the Human resource development survey I used Finnish language.
The survey was carried out in June 2017 by conducting interviews of both the customers and the employees. Altogether 6 questions, 5 closed and 1 open, were asked from the customers. Furthermore 5 questions, 4 closed and 1 open, were asked from the workers of ISS.
The results achieved from the survey indicates that ISS is balancing human resource development and service quality at a time. Both ISS customers and ISS workers are satisfied with service quality and human resource development respectively. By developing the human resource of the workers, ISS is providing quality service to their customers.
The survey was done for 10 different customers of ISS and also the 10 different workers of ISS for the quality provided by the ISS and for the human resource development of their workers respectively. The survey was carried out in Ylivieska region of Finland. For the survey of service quality, I used English language and for the Human resource development survey I used Finnish language.
The survey was carried out in June 2017 by conducting interviews of both the customers and the employees. Altogether 6 questions, 5 closed and 1 open, were asked from the customers. Furthermore 5 questions, 4 closed and 1 open, were asked from the workers of ISS.
The results achieved from the survey indicates that ISS is balancing human resource development and service quality at a time. Both ISS customers and ISS workers are satisfied with service quality and human resource development respectively. By developing the human resource of the workers, ISS is providing quality service to their customers.