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Type :thesis
Subject :HD Industries. Land use. Labor
Main Author :Al Shehhi, Yasser Mohamed Abdulla Laha
Title :The impact of quality customer service on organizational performance at Abu Dhabi distribution company
Place of Production :Tanjong Malim
Publisher :Fakulti Pengurusan dan Ekonomi
Year of Publication :2023
Corporate Name :Perpustakaan Tuanku Bainun
PDF Guest :Click to view PDF file

Abstract : Perpustakaan Tuanku Bainun
This study aimed to determine the impacts of the quality customer service dimensions, namely service standardization, customer loyalty, service fairness, customer equity and employee training, on the organizational performance at Abu Dhabi Distribution Company (ADDC). This study adopted a quantitative approach. Data were collected from a sample of 385 respondents, who are the customers of ADDC. Data were collected using a questionnaire as an instrument. Data collected were analyzed using descriptive analysis and multiple linear regression analysis. The findingss showed a significant and positive effect of customer loyalty (β=0.107, p=0.037) and customer equity (β=0.181, p=0.000) on organizational performance at the significance level of 0.05. In conclusion, customer loyalty and customer equity are important dimensions to ensure quality customer service and consequently improve organizational performance. In implication, the findingss provide that to improve the organizational performance of government-owned entities (GOEs), the roles of quality of customer service must be emphasized, particularly customer loyalty and equity.

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