Analysis of Customer Satisfaction by Perceived Leadership Practices And Front-line Staff Performance in Selected Public Sector Agencies In Central Manchester: A Multivariate Approach

Article Sidebar

pdf
Published: Mar 12, 2019
Keywords:
Customers, customer satisfaction, leadership, customer perception

Main Article Content

Sandra Tomlinson
Northern Caribbean University, Jamaica
Risper Akelo Awuor
Asia-Pacific International University, Thailand

Abstract

This quantitative research study was designed to investigate customers’ perceptions of leadership practices and front-line staff performance on their satisfaction in selected public sector agencies in central Manchester. The participants involved in the study were customers of two selected public sector agencies. The main instrument for the data collection was a four-point Likert Scale questionnaire that was administered to conveniently selected ninety six public sector customers. A multiple regression analysis was employed to analyse the data. The findings from the study revealed that there a statistically significant positive relationship between customer satisfaction and customer service worker performance.

Article Details

Issue
Vol. 12 No. 2 (2015): July - December 2015
Section
Research Articles
Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Copyright: Asia-Pacific International University reserve exclusive rights to publish, reproduce and distribute the manuscript and all contents therein.  

References

Baker, J. R. & Bent. D. (1997). Customers service: Charters and their role in improving public sector service delivery in the UK and Australia.

Boulding, B., Kalra, A., Staelin, R., & Zeithaml, V. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 7-27.

Covey, S. R. (2004). The 8th habit: from effectiveness to greatness. USA: Free Press.

Douglas, L. & Connor, R. (2003). Attitudes to service quality – the expectation gap. Nutrition & Food Science, 33(3), 165-172.

Government of Jamaica. (2002). Public sector modernisation vision and strategy. Ministry paper no. 56. Retrieved from http://unpan1.un.org/intradoc/groups/public/documents/carica...

Gronroos, C. (1982). Strategic Management and Marketing. Lexington, MA: Lexington Books.

Harris, E. K. (2000). Customer Service – A Practical Approach (2nd ed.). Upper Saddle River, NJ: Prentice Hall.

Henry, B. (2006). Strategies for creating a service culture. Retrieved from http://csajonline.com/service_ culture.htm

Jamali, D. (2005). A study of customer satisfaction in the context of a public private partnership. International Journal of Quality & Reliability Management, 24(4), 370-385.

Kouzes, J. M. & Posner, B. Z. (2007). The ldearship challenge (4th ed.). San Francisco, CA: Jossey-Bass.

Rust, R. & Zahorik, A. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193-215.

Sinclair-McCalla, P. (2011). Reducing bureaucracy- a vision for Government customer service. Retrieved from www.icac.org.jm/.../Reducing%20Bureaucracy%20-...

Timm, P. (2001). Customer service: career success through customer satisfaction. Upper Saddle River, NJ: Prentice Hall.

Tindigarukayo, J. (2007). Benchmarking the citizen’s charter in Jamaica: An empirical evaluation. Proceedings of the 8th Annual Conference Crisis, Chaos and Change: Caribbean Development Challenges in the 21st century. Trinidad and Tobago, March 26-28, 2007.