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Dayarathne, Ekanayake & Appuhamy
profit. Therefore, it is worthwhile to identify service by comparing their expectation with
factors that influence to produce low quality perception. Service quality is an important
products before it comes to the final stage. tool to measure customer satisfaction
Therefore, the main objective of this study (Hazlina, 2011).Empirical studies show that
was to explor the factors that affect the the quality of service offered is related to
quality status of employees who produce IT overall satisfaction of the customer.
products offered by Orange IT. This helps According to Jamal and Anastasiadou
the company to keep their customrers’ (2009), reliability, tangibility and empathy
goodwill and gain new business. positively related with customer satisfaction.
Sulieman (2011) found that reliability,
2 LITERATURE REVIEW tangibility, responsiveness and assurance
have significant and positive relationship
Defining service quality is difficult with customer satisfaction. Meanwhile
when compared to product quality due to empathy was found to have a significant and
some features unique to services including negative effect on customer satisfaction.
intangibility, inseparability, heterogeneity Moreover, the result of Ravichandran
and perishability (Chang & Yeh, 2002). In (2010), indicates that responsiveness is the
the presence of these limitations, only significant dimension of service quality
Parasuraman, Zeithaml, & Berry, (1985) that affects the satisfaction of customers
came up with a comprehensive way of positively.
defining service quality. Parasuraman, 3 METHODOLOGY
Zeithaml and Berry (1985) argued that
service quality can be defined as the This study is based on the primary data
difference between predicted or expected obtained from a questionnaire distributed
service and perceived service. When among employees of Orange IT. Employees
expectations are exceeded, service is of four project were chosen to carry out the
perceived to be exceptional quality and also study which are named as TSR (Traffic Sign
to be a pleasant surprise. When expectations Recognition), VD (Vehicle Detection), RD
are not met, however, service quality (Road Detection), PD (Pedestrian Detection)
deemed to be unacceptable. When . In each month each employee quality will
expectations are confirmed by perceived be ranked according to three criteria as A, B
service, quality is satisfactory. Service and C. Employees who belong to category A
quality has been defined in different ways have a quality level above 99.5% and it is
by researchers. Gronroos (1978) suggested the accepted quality level for the products.
that service quality is made up of two Therefore, employees who were ranked
components as technical quality and under the category A, are not being used for
functional quality. the analysis because there is no quality issue
Technical quality refers to what the with these employees. Quality level of
service provider delivers during the service category B lies between 99.5% and 99% and
provision while functional quality is how the quality level of category C lies between 90%
service employee provides the service. and 98.5%. Employees who were ranked
Parasuraman et al., (1988) defined service under categories B and C were used for the
quality as a difference between customer analysis because frequent product returns
expectation of service and customers’ occurred due to the quality issues in these
perceptions of the actual service. Kasper categories. The data were collected from
(1999) defined service quality as the degree each project and employees are working
to which the service offered can satisfy the under these projects in Sri Lanka. The
expectations of the user. According to these internal consistency of the questionnaire was
definitions, customers are the sole judges of tested using cronbach’s alpha test. Then the
service quality. If they perceive it to be good graphical method was used to summerize
service, then it is. They assess the quality of personal data of employees who belong to
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