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The Influence of Service Quality Dimensions on Organizational Excellence (Perspective of Employees within Kuwaiti Commercial Banks)

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  • Salah A. Alabduljader

Abstract

Current study aimed at examining the influence of service quality dimensions on the organizations' ability to reach excellence. Quantitative method was adopted through the questionnaire as a tool. Individuals within commercial banks in Kuwait were retrieved to form the sample of the study. A total of (60) individual responded properly to the questionnaire. The following results were reached: 1- Results indicated the nature of sample to be totally normal with a tendency towards young ages, thoughts and orientations. 2- There appeared a significance that is statistical in nature from service quality dimension and organizational excellence. It meant that service quality along with its dimensions can help in achieving excellence among organizations. 3- All of the study hypotheses were accepted considering that the R value came to be statistically influential. The most influential variables of service quality on organizational excellence appeared to be responsiveness. Study recommends increasing the awareness regarding service quality and its importance in developing organizational performance. Also, it is recommended for commercial banks to support their CRM strategies in a way that matches between higher service quality and increased customer satisfaction.

Suggested Citation

  • Salah A. Alabduljader, 2018. "The Influence of Service Quality Dimensions on Organizational Excellence (Perspective of Employees within Kuwaiti Commercial Banks)," International Business Research, Canadian Center of Science and Education, vol. 11(10), pages 149-164, October.
    • Handle: RePEc:ibn:ibrjnl:v:11:y:2018:i:10:p:149-164
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    References listed on IDEAS

    as
    1. Meehyang Chang & Han-Byeol Jang & Yi-Mei Li & Daecheol Kim, 2017. "The Relationship between the Efficiency, Service Quality and Customer Satisfaction for State-Owned Commercial Banks in China," Sustainability, MDPI, vol. 9(12), pages 1-15, November.
    2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    3. Alpana Agarwal & Prem Vrat, 2016. "A bio-inspired model of organizational excellence," Journal of Advances in Management Research, Emerald Group Publishing Limited, vol. 13(2), pages 130-153, August.
    4. Dorothea Wahyu Ariani, 2015. "Employee Satisfaction and Service Quality: Is There Relations?," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 6(3), pages 33-44, September.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    organizational excellence; service quality; quality management;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

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