ORGANIZATIONAL DETERMINANTS OF SERVICE QUALITY OF SURIGAO DEL SUR ELECTRIC COOPERATIVE I: BASIS FOR DEVELOPING A LOGIC MODEL

Fernando T. Herrera, Antonio Teddy P. Ronquillo

Abstract


The paper examined the factors influencing service quality of Surigao del Sur Electric Cooperative I or SURSECO I in San Fernando, Mangagoy and Barobo. The results provide basis for designing a logic model based on generated results of regression. The study employed a descriptive comparative and correlational method to describe perception of respondents in relation to service quality of SURSECO I. Results of analysis revealed that service quality of SURSECO I is influenced by organizational variables such as: administrative support, employees’ relationship building, effective information sharing and communication, strategic management and employees’ technical competence. These variables are indispensable and essential to provide SURSECO I’s customers the best services.

Keywords


organizational determinants, service quality, logic model

Full Text:

PDF

References


Chao, C.Y. & Dugger, J.C. (1996). A total quality management model for instructional supervision in vocational technical programs.Journal of Industrial Teacher Education, 33(4), 23-35.

de Hilal, A.V.G., Wetzel, U. & Ferreira, V. (2009). Organizational culture and performance: a Brazilian case. Management Research News, 32 (2), 99-119. doi: 10.1108/01409170910927578

Hartmann, A. (2006). The role of organizational culture in motivating innovative behaviour in construction firms. Construction Innovation: Inform. Proc. Manage., 6(3), 159 – 172.

Martins, E.C. & Terblanche, F. (2003). Building organisational culture that stimulates creativity and innovation. European Journal of Innovation Management, 6(1), 64–74. doi:10.1108/14601060310456337.

Maxwell, J.C. (2003). The 17 Indisputable Laws of Teamwork. Thomas Nelson Inc. 265pp.

Nguyen, H. & Kleiner, B. H. (2003). The effective management of mergers. Leadership & Organization Development Journal, 24(7), 447- 454. Retrieved from http://embanet.vo.llnwd. net/o18/USC/CMGT502/Week06/docs/CMGT502_ w06_ManagementofMergers.pdf

Philbin, A. & Mikush, S. A. (2000). A framework for organizational development: the why, what, and how of OD work. Winston-Salem, NC: Mary Reynolds Babcock Foundation.

Schein, E. H. (2004). Organizational culture and leadership. (3rd. ed.). Jossy-Bass. John Wiley Sons. San Franscisco, CA. 464pp.

Yusof, N.A. & Shafiei, M.W.M. (2011). Factors affecting housing developers’ readiness to adopt innovative systems. Housing Studies, 26(3), 369-384. doi: 10.1080/02673037.2011.542097


Refbacks

  • There are currently no refbacks.


SDSSU Multidisciplinary Research Journal (SMRJ)

North Eastern Mindanao State University (NEMSU)
Research Journal Publication Office
Rosario, Tandag City Surigao del Sur 8300, Philippines

p-ISSN: 2244-6990
e-ISSN: 2408-3577