The impact of organizational climate dimensions on the quality of customer service : an empirical study in sulaymaniyah international airport

Abstract EN

The present research is an attempt to highlight the impact of the organizational climate on the quality of customer service in Sulaymaniyah International Airport.

We attempt to analyse the impact of organizational climate and quality of customer services, also their dimensions (Organizational structure, Leadership style, Communication, Participate in decision-making and technology) affect the quality of customer service in organization researched.

Data were collected from 50 employees and 35 customers through convenience random sampling method, we used to use two different types of questionnaires organizational climate was the one which answered by the staff of the institution, whereas information which related to the quality of service has depended on the customer's opinions.

Analysis of data was done by using Likert scale Quintet for analysis, questionnaire forms have been analysed by using statistical software (SPSS).

Results revealed a significant influence of technology on the quality service while did not show significant role of other dimensions.

Researchers suggest that it's significantly important to management in the airport to use technology in their performance, also providing the service to customer, furthermore the provision of services to customers and benefit of the techniques and technology and keep abreast of developments.