Effect of Service Climate on Service Quality: Test of a Model Using Hierarchical Linear Modeling

22 Pages Posted: 13 Oct 2012

See all articles by Amit Gupta

Amit Gupta

Management Development Institute; Indian Institute of Management (IIMB), Bangalore; Indian Institute of Management Amritsar; Indian Institute of Management Amritsar

Martin John Gannon

University of Maryland - Robert H. Smith School of Business

Date Written: November 30, 2002

Abstract

This study builds on the research evidence of the positive influence of employees' perceptions of service climate and service quality on customer satisfaction with service (Parkington & Schneider, 1979; Schneider, Parkington, & Buxton, 1980).

The study tests a model of the relationship between service climate and customer satisfaction using the themes identified by Schneider, Wheeler & Cox (1992). It was hypothesized that human resource practices, interpersonal relationships, coordination, and service emphasis will have a positive relationship with customer service quality. Similarly employee service behaviors, employee service capability and employee service quality will have a positive relationship with customer service quality. Data was collected from employees and customers of a State Government agency. The proposed model was tested using hierarchical linear modeling (HLM).

The correlation matrix indicated that there were significant relationships between the variables in the model. Results of model fitting using HLM indicated that human resource practices, service emphasis, employee service behavior and service capability had a positive impact on customer satisfaction, whereas interpersonal relationships had a negative impact on customer satisfaction. No relationships were found between coordination practices and employee service quality with customer service quality. There was significant moderation effect for the office at which the service was delivered.

Suggested Citation

Gupta, Amit and Gannon, Martin John, Effect of Service Climate on Service Quality: Test of a Model Using Hierarchical Linear Modeling (November 30, 2002). IIM Bangalore Research Paper No. 202. Available at SSRN: https://ssrn.com/abstract=2160700 or http://dx.doi.org/10.2139/ssrn.2160700

Amit Gupta (Contact Author)

Management Development Institute

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Indian Institute of Management (IIMB), Bangalore ( email )

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Indian Institute of Management Amritsar ( email )

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Indian Institute of Management Amritsar ( email )

Inside Government Polytechnic Campus
Polytechnic Road PO: Chheharta, G.T. Road
Amritsar, 143105
India

Martin John Gannon

University of Maryland - Robert H. Smith School of Business ( email )

College Park, MD 20742-1815
United States

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