Track: Service Systems and Service Management

Abstract

The last two decades has placed emphasis on services and the delivery of quality services to customers.  The notion that organizational culture impacts on service quality, which in turn influences customer satisfaction and organizational performance, has gained widespread acceptance in both academia and organizational practices.  Therefore, the purpose of the study was to establish the existing culture which is adopted in an organization based in the electrical energy industry.   This organization was selected to study the impact of culture on service quality.  This is a survey based research study. Primary data was gathered with the aid of a questionnaire. Data collected included dimensions of organizational culture (involvement, consistency, adaptability, and mission) and dimensions of service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy). Organizational culture and service quality are considered the main variables of this study. Sample size is (n=96), 61 respondents completed and returned the questionnaires, therefore the response rate was moderately low at 63.5%.   Descriptive statistical analysis, correlation and regression analysis have been utilized to determine the relations between organizational culture and service quality. The overall findings reveal that organizational culture has a strong significant impact on service quality levels within this organization.