Impact of organizational culture on service quality

Yonela Gantsho, Nita Sukdeo

Research output: Contribution to journalConference articlepeer-review

6 Citations (Scopus)


The last two decades has placed emphasis on services and the delivery of quality services to customers. The notion that organizational culture impacts on service quality, which in turn influences customer satisfaction and organizational performance, has gained widespread acceptance in both academia and organizational practices. Therefore, the purpose of the study was to establish the existing culture which is adopted in an organization based in the electrical energy industry. This organization was selected to study the impact of culture on service quality. This is a survey based research study. Primary data was gathered with the aid of a questionnaire. Data collected included dimensions of organizational culture (involvement, consistency, adaptability, and mission) and dimensions of service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy). Organizational culture and service quality are considered the main variables of this study. Sample size is (n=96), 61 respondents completed and returned the questionnaires, therefore the response rate was moderately low at 63.5%. Descriptive statistical analysis, correlation and regression analysis have been utilized to determine the relations between organizational culture and service quality. The overall findings reveal that organizational culture has a strong significant impact on service quality levels within this organization.

Original languageEnglish
Pages (from-to)1659-1667
Number of pages9
JournalProceedings of the International Conference on Industrial Engineering and Operations Management
Issue numberJUL
Publication statusPublished - 2018
Event2nd European International Conference on Industrial Engineering and Operations Management.IEOM 2018 -
Duration: 26 Jul 201827 Jul 2018


  • Correlation
  • Organizational culture
  • Service quality

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Control and Systems Engineering
  • Industrial and Manufacturing Engineering


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