ORGANIZATIONAL DETERMINANTS OF SERVICE QUALITY OF SURIGAO DEL SUR ELECTRIC COOPERATIVE I: BASIS FOR DEVELOPING A LOGIC MODEL
DOI:
https://doi.org/10.69546/o090rtv2Keywords:
organizational determinants, service quality, logic modelAbstract
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.References
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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
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Published
2014-12-30
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SOCIAL SCIENCE
