Page 30 - ASBIRES-2017_Preceedings

A STUDY ON FACTORS AFFECTING THE QUALITY STATUS OF EMPLOYEES IN AN IT COMPANY

Table 5: Variables in the equation Approach to Marketing of Services.
European Journal of Marketing, 12(8), 588-
Variables B Sig. Exp 601.
(B)
Age -.354 .030 .425  Hazlina. (2011). Impacts of service quality
(20-25) yrs on customer satisfaction: Study of Online
PM .113 .006 1.119 banking and ATM services in Malaysia.
Help(1) International Journal of Trade Econ
Finance, 2(1).
Target(1) .362 .003 1.437  Jamal, A., & Anastasiadou, K. (2009).
Project .120 .010 .887 Investigating the Effects of Service Quality
Changing Dimensions and Expertise on Loyalty.
11 (2) European Journal of Marketing, 43: 398-

Allocated .054 .009 .947 420.
Time(1)  Kasper (1999). Impact of sevice quality on
BA .368 .035 .692 customer satisfaction.
Support(2)  Krejcie & Morgan (1970). The sample size
Quality .208 .016 .812 determination table.
Increasing
Method(2)  Krivobokova, O.V. (2009). Evaluating
Customer Satisfaction as an Aspect of
6 CONCLUSION Quality Management. Proceedings of World
Academy of Science. Engineering &
The quality of the product plays an
Technology, 53(1), 565-568.
important role in maintaining goodwill of  Parasuraman, A., Berry, L., & Zeithaml, V.
the customers. Therefore, it is vital to
manufacture products with minimum (1985). A conceptual model of service
quality and its implication for future
defects. The study revealed that age of the research. Journal of Marketing, 49(4): 41-
employees significantly impact on the 50.
quality status of them. The employees in age  Parasuraman, A., Zeithaml , V., & Berry, L.
between 20-25 years tend to produce low
quality products compared to other age (1988). A multiple-item scale for measuring
customer perceptions of service quality.
categories due to lack of experience. Journal of Retailing, 12-40.
However, project manager’s and business  Ravichandran, K., (2010). Influence of
analyst’s support and guidance, manageable Service Quality on Customer Satisfaction,
targets, frequent changes of project, and
handy project schedules help to enhance the Application of SERVQUAL Model.
quality status of current employees in the International Journal of Business
Management, 117-124.
company.
 Sulieman. (2011). Banking Service Quality
The finding of the study will help to Provided by Commercial Banks and
identify prevailing drawbacks among Customer Satisfaction. American Journal of
workers and production process and thereby Scientific Research, pp. 68-83.
the company can take necessary steps to  Setó-Pamies, D. (2012). Customer loyalty to
enhance the quality of products and to keep service providers: examining the role of
goodwill of the customers. service quality, customer satisfaction, and
trust. Total Quality Management &
REFERENCES
Business Excellence, 23(11/12), 1257-1271.
 Chang, Y., & Yeh, C. (2002). A survey  U.S. Department of Agriculture,
analysis of service quality for domestic Agricultural Marketing Service. (1985-96).
airlines. European Journal of Operations Fresh Fruit and Vegetable Arrival Totals for
Research, 166-177. 23 Cities (various issues). USDA/AMS,
 Gronroos. (1978). A Service-Orientated Market News Branch, Washington, DC.

20