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The impact of organizational climate dimensions on the quality of customer service : an empirical study in sulaymaniyah international airport
Other Title(s)
أثر أبعاد المناخ التنظيمي على جودة الخدمة : دراسة تطبيقية في مطار السليمانية الدولي
Joint Authors
Muhammad, Halat Said
Ahmad, Falah Hasan
ٍHama Salih, Salah Hama Said
Source
Journal of Kirkuk University : Administrative and Economic Science
Issue
Vol. 9, Issue 2 (31 Dec. 2019), pp.49-72, 24 p.
Publisher
Kirkuk University College of Administration and Economics
Publication Date
2019-12-31
Country of Publication
Iraq
No. of Pages
24
Main Subjects
Business Administration
Economy and Commerce
Topics
- Researchers
- Organization charts
- Data analysis
- Customer services
- Organizational climate
- Likert scale
- Quality of services
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.
American Psychological Association (APA)
Muhammad, Halat Said& Ahmad, Falah Hasan& ٍHama Salih, Salah Hama Said. 2019. The impact of organizational climate dimensions on the quality of customer service : an empirical study in sulaymaniyah international airport. Journal of Kirkuk University : Administrative and Economic Science،Vol. 9, no. 2, pp.49-72.
https://search.emarefa.net/detail/BIM-1034770
Modern Language Association (MLA)
Muhammad, Halat Said…[et al.]. The impact of organizational climate dimensions on the quality of customer service : an empirical study in sulaymaniyah international airport. Journal of Kirkuk University : Administrative and Economic Science Vol. 9, no. 2 (2019), pp.49-72.
https://search.emarefa.net/detail/BIM-1034770
American Medical Association (AMA)
Muhammad, Halat Said& Ahmad, Falah Hasan& ٍHama Salih, Salah Hama Said. The impact of organizational climate dimensions on the quality of customer service : an empirical study in sulaymaniyah international airport. Journal of Kirkuk University : Administrative and Economic Science. 2019. Vol. 9, no. 2, pp.49-72.
https://search.emarefa.net/detail/BIM-1034770
Data Type
Journal Articles
Language
English
Notes
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Record ID
BIM-1034770