Organisation Culture & Service Excellence: A study of Contemporary Business Operations

This article investigated the relationship between Organizational Culture and Service Quality in universities in Kenya. Dimensions of Organizational Culture that were addressed were Consistency, Involvement, Mission and Adaptability which were measured using Denison’s Organizational Culture Survey. Service Quality dimensions measured were Reliability, Assurance, Tangibles, Empathy and Responsiveness using SERVQUAL. The study used survey research design which was quantitative in nature. Sample size comprised of 225 teaching staff in the business program in four chartered universities in Kenya. Data was analyzed using descriptive statistics. To measure the causal relationship, regression and correlation analyses were conducted. The study findings showed that there was a significant, positive relationship (r=0.727, p-value=0.000) between Organizational Culture and Service Quality in universities in Kenya. Organizational Culture had a significant influence (r2=0.529, p-value=0.000) on Service Quality in universities in Kenya. The study recommended that the university leadership needs to streamline the working within departments, increase training of necessary skills, improve on communication, conduct regular consultation with employees and encourage employee involvement in planning process.

This study aims to determine and describe transformational leadership, organizational culture, innovation and quality of public services in the Transportation Agency of West Tanjung Jabung Regency, as well as to determine and analyze the influence of transformational leadership and organizational culture through innovation on the quality of public services in the Transportation Agency of West Tanjung Jabung Regency. This study was conducted at the Transportation Agency of West Tanjung Jabung Regency. The population is the community who receive service benefits from the Transportation Agency of West Tanjung Jabung Regency based on Counter, Route and Vehicle data of 290 people, while the sample size in this study uses Slovin theory with a margin of error of 10% so that 75 people are obtained. This study uses a quantitative approach with a survey method and uses Partial Least Square (PLS) data analysis. The results of the study indicate that transformational leadership and organizational culture have been proven to influence service quality, both directly and through innovation. Directly, leaders who are able to provide inspiration, motivation, and clear direction encourage employees to work more optimally, while a strong organizational culture forms a positive and service-oriented work attitude. Indirectly, both encourage innovation, such as new ideas, updated procedures, and the use of technology, which makes service faster, more effective, and more satisfying. This demonstrates that innovation is a crucial link between leadership, organizational culture, and improved service quality.

Due to the continued growth of the global services sector, it is essential that service firms have a greater understanding of the implementation of human resource development (HRD) in different cultures and how HRD relates to service quality. The purpose of this article is to develop a theoretical model that stresses the importance of HRD alignment with national and organizational culture in increasing perceptions of service quality. In this article, we present a model that integrates the role of national culture, organizational culture, and HRD into a conceptual framework and develops several propositions. This article suggests that the overall effectiveness in service quality will likely increase when HRD interventions are aligned with the national culture and organizational culture. HRD managers in service firms should understand the role of national culture and organizational culture when implementing HRD. Managers who fail to consider national values and their relationship with organizational culture will be less successful at implementing HRD.

Background: Organizational culture is widely recognized as a central determinant of institutional effectiveness and quality services. The complexity of patients need in psychiatric hospital requires cohesive teamwork and strong commitment. The formation of organizational cultures was influenced by a variety of factors, but it has not been widely identified. Purpose: The study was investigated the influence of organizational values, leadership, and employee motivation in shaping the organizational culture of psychiatric hospitals. Method: A descriptive quantitative with cross-sectional approach. The study took place from June 2024 in H.M Syukur Mental Hospital. The independent variables studied were values, leadership, and motivation, while the dependent variable was organizational culture. Using purposivel sampling and slovin formula 87 respondents were selected, who meet specific inclusion and exclusion criteria. The analysis proceeded with a univariate test to determine the frequency distribution of respondents characteristics, followed by bivariate analysis using chi-square test. Results: The statistical test results show that all shaping factors are significantly related to organizational culture (p<0.05). Specifically, the values shaping factor has a significant relationship (p=0.003), the leadership factor also shows a significant relationship (p=0.001), and the motivation factor has a very significant relationship with organizational culture (p=0.000). These findings confirm that these three factors play an important role in shaping organizational culture. Conclusion: All three shaping factors—values, leadership, and motivation—are significantly associated with organizational culture, with motivation showing the strongest significance, confirming their key role in shaping it.

Ethical climate of the operating room from the perspective of the surgical team and its relationship with organizational culture and organizational commitment

Despite the growing concern about service quality in the public health sector in the developing world, studies focusing on internal marketing, job satisfaction and service quality in the public health sector are significantly missing in Zimbabwe. The major purpose of this study was to determine the influence of internal marketing and job satisfaction on service quality in the public health sector of Zimbabwe. The current study sought to answer the following questions: What is the influence of internal marketing on job satisfaction in the public health sector? What is the impact of job satisfaction on service quality in the public health sector? And, what is the effect of internal marketing on service quality in the public health sector? A pragmatic philosophy was adopted by the researcher in the current study, which resulted in the use of a mixed-method approach. The mixed-method approach allowed the researcher to use quantitative and qualitative techniques in the same study. A case study design was used, which allowed the researcher to concentrate his efforts on public health workers at Chitungwiza Central Hospital found to have an informed and deep understanding of internal marketing, job satisfaction and service quality. In drawing the sample for the current study, the researcher used stratified sampling to select both health workers and patient participants. Data was collected from a sample of 573 participants who comprised 240 health employees and 333 patients using structured questionnaires and interviews. Quantitative data was then tested using descriptive statistics, multiple linear regressions, explanatory factor analysis, confirmatory factor analysis and structural modelling. The study ascertained that strategic rewards and organisational structure have a positive relationship with job satisfaction; job satisfaction and service quality-patient are positively related; job satisfaction and service quality and service quality-employee rated are positively related; strategic rewards, organisational structure, organisational culture, and employee empowerment have a statistically significant relationship with both service quality employee-rated and patient-rated. Iqoqa Yize kunokukhula ngokukhathazeka ngezingabunjalo emkhakheni wezempilo kumazwe asathuthuka emhlabeni, ucwaningo olubuka izimakethe zangaphakathi, ukweneliseka ngomsebenzi kanye nosizo kulomkhakha kuyagqoza eZimbabwe. Inhloso enqala yalolu cwaningo kube wukuhlola umthelela wezimakethe zangaphakathi kanye nokweneliseka ngokomsebenzi nezingabunjalo emkhakheni wezempilo eZimbabwe. Lolu cwaningo luhlose ukuphendula lemibuzo elandelayo: Yini umthelela wezimakethe zangaphakathi ekugculisekeni ngokomsebenzi emkhakheni wezempilo? Yini umphumela wezimakethe zangaphakathi ekugculisekeni ngokomsebenzi emkhakheni wezempilo? Nokuthi, yini umsebenzi wezimakethe zangaphakathi ekugculisekeni ngokomsebenzi emkhakheni wezempilo? Injulalwazi ye-pragmatic philosophy isetshenziswe ngumcwaningi kulolu cwaningo, okuholele endleleni exubile yocwaningo. Le ndlela exubile yocwaningo ivumele umcwaningi ukuthi asebenzise amasu ekhwalithethivu nalawo ekhwantithethivu, kulo lolu cwaningo. Uhlaka locwaningo lusetshenziselwe ukuvumela umcwaningi ukuba agxile kubasebenzi bomkhakha wezempilo base Chitungwiza Central Hospital abavele njengababambi-qhaza abanothile ngolwazi lwezimakethe zangaphakathi, ukuneliseka ngokomsebenzi nezingabunjalo lokusiza. Ukutomula isampula kulolu cwaningo, umcwaningi usebenzise amasampula asakuhleleka ukuqoka abasebenzi bezempilo neziguli ezingababambiqhaza. Imininingo iqoqwe kubabambi-qhaza abangama-573 abaqukethe abasebenzi bezempilo abangama-240 neziguli ezingama-333 kusetshenziswa izinhlolombuzo ezihlelekile kanye nezingxoxo. Imininingo eyiKhwalithethivu ihlolwe kusetshenziswa izibalo ezichazayo (descriptive statistics) , i-multiple linear regressions, ukuhlaziya amaqiniso ngokuchazayo (explanatory factor analysis) , ukuhlaziya okuqinisekisayo (confirmatory factor analysis) kanye ne structural modelling. Ucwaningo lukuqinisekisile ubukhona bomvuzo ohleliwe kanye nokuhleleka kwesikhungo njengezinto ezenza umphumela omuhle ebudlelwaneni bokugculiseka ngokomsebenzi obuzingabunjalo kokusizakala kweziguli kanye nobuzingabunjalo bokusiza abasebenzi kuhlobene kahle; umvuzo ohleliwe, ukuhleleka kwesikhungo, usiko lwesikhungo kanye nokuthuthukiswa kwabasebenzi kunobudlelwane obumqoka ngokwezibalo nabasebenzi kanye neziguli ezikaliwe.

The abstract corporate culture has a significant impact on employee performance, which in turn influences overall corporate success and social growth. The purpose of this study was to investigate the relationship between organisational culture and employee performance at Sowa Town Council in Botswana. Using the competing values paradigm, the study adopts a quantitative, descriptive approach. Data was collected from 60 employees and analyzed using SPSS, which included descriptive statistics such as percentages, pie charts, and bar charts. The findings show that a culture that values flexibility, innovation, cooperation, and clear processes improves employee performance. Employees often modify their own beliefs to coincide with organizational culture, which promotes good growth and competitive advantage. According to the study, organisational culture has a favorable impact on staff performance as well as product and service quality. However, the findings are confined to Sowa Town Council and may not be entirely applicable to other public-sector organizations in Botswana due to variances in leadership and local work cultures. Overall, cultivating a strong, adaptable organizational culture is critical for increasing employee performance and organizational success.

Civil Servants (PNS) are state servants whose duties and obligations are to serve the community, so that their work behavior is professional, responsible and provides excellent service. The purpose of this study was to find, describe, and analyze the influence of leadership and organizational culture on work motivation and its implications for the commitment of employees in the Ministry of Religion Offices in Banten Province. This study uses a quantitative method with a total of 170 respondents, and the analysis method used is Structural Equation Models (SEM). The results of the study on structure I show that together leadership and organizational culture has significant effect on work motivation, but partially the leadership have negative and insignificant influence, while organizational culture have a significant effect on work motivation. Furthermore, the results of the study on structure II show that together leadership, organizational culture and work motivation has significant effect on commitment, but partially the three variables have no significant effect

This research aims at finding the answer to the research ‘To what extent does Amazon.com, Inc's success be accredited to its's organizational culture and ND Jeff Bezos's leadership style? 
 This research question is answered by using the concepts of Business management for identifying the organisational culture of Amazon and leadership style od Jeff Bezzo and later identify the role of the corporate culture and leadersip style in the success of Amazon.
 The secondary research shows that Amazon has an extremenly positive and welcoming organizational culture along with effective leadership style of Jeff bezzo which has led to the success of the company. Organisational culture motivate the human resources of the company to give their best efforts towards excellent customer services and customer satisfaction.
 The CEO jeff has inculcated a warn culture by injecting his values and used a mix of Authoratirian and democratic leadership style which has led to the success of the company. Human resources are the most important asset of every organisation and the positive organisational culture has contributed to the optimum utilization of the human resource capabilities in Amazon. The research essay end with the finding that the visonary leadership style of Jeff has inducted the long term values in the employees of Amazon. Amazon’s organisational culture can be depicted in the rituals, stories, behavior, communication, style, workplace practices, celebrations and dress code of the employees and management

Purpose: The purpose of the study was to find out the effect of accountability on the performance of Lira District Local Government. Methodology: The research was conducted this study the Research Designs was cross-sectional and used using quantitative approach. Questionnaire was used for the purpose of collecting primary data from the respondents. Data was analyzed using the Statistical Package for Social Sciences where conclusions were drawn from tables, figures from the package. The study took on a sample of 70 employees from a population of 76. Findings: The study findings reveled that administrative accountability positively influences the level of performance of Lira district local government, financial accountability does not while stakeholder engagement negatively influences the level of performance of the district. The study concluded that respondents believe administrative accountability boosts performance, service quality, and cost-effectiveness, but note its effectiveness depends on organizational culture and political factors. Financial accountability is seen as beneficial for organizational performance, but its effective implementation faces a number of challenges. Stakeholders see engagement boosting financial performance, productivity, brand loyalty, and customer satisfaction, but note challenges to effective engagement. Unique contribution to theory, practice and policy: This study contributes to the understanding of the practice and policy of local government performance from the perspective of accountability. The study suggested the need for Lira district to implement strong accountability mechanisms tailored to their organizational culture and political environment so as to enhance performance, service quality, and cost-effectiveness. Also, there is need to strengthen financial accountability mechanisms to enhance organizational performance, while addressing the specific challenges that hinder their effective implementation.

The purpose of this research is to examine the relationship between organizational culture and IS service quality. To accomplish this, questionnaires were developed for use in field research. A questionnaire based upon the Competing Values Model of Culture was used to assess aspects of organizational culture in IS organizations. A second questionnaire, administered to these organizations' users, was used to assess their perceptions of IS service quality. Analysis of the results not only supports the existence of this relationship but further suggests that IS service providers emphasizing entrepreneurship, creativity, adaptability, and dynamism can improve user perceptions of IS service quality and facilitate success.

<p><em>This study aims to determine the influence of organizational culture on service quality in PDAM Muara Tirta Gorontalo City. The research approach used in this study is quantitative, where the sample in this study amounted to 100 employees and customers using a research approach and research design. Data collection techniques are carried out by distributing questionnaires to employees and customers. The data analysis technique used is simple regression analysis. Regression analysis test results that show the influence of organizational culture on service quality in PDAM Muara Tirta Gorontalo City. Thus the first hypothesis (H1) can be proved or diterima. The R Square value of 0.4 4 9 in other words that 4 4.9% of the independent variables, namely (X) Organizational Culture contributes to the variable (Y) Service Quality, while the remaining 5 5.1% is in the form of contributions from other variables that are not studied in this study, namely competence, leadership, and work commitment.</em><em></em></p>

The purpose of paper is to explore the role of the learning organization as a mediating variable between knowledge management and service quality in these organizations, also the paper aims to review the concept of learning organization, and the different elements of knowledge management and service quality in service business organizations. In order to achieve the purposes of the study, researcher adopted a descriptive analytical method, valid research instrument was utilized to conduct a survey of (450) questionnaires which were distributed, and (398) questionnaires were retrieved for analysis, rating (88%) of the distributed questionnaires. Analyzing data was conducted using a set of statistical methods including a normality test along with Cronbach’s alpha, standard deviation, confirmatory factor analysis, exploratory factor analysis, multiple and simple linear regression using SPSS-V25 and AMOS-V25. The study reached a set of results, the most important of which are: 1) There is a statistically impact at significant level (α ≤ 0.05) of knowledge management on service quality through the learning organization as a mediating variable in Alexandria Water Company in Egypt. 2) There is a significant correlation between learning organization and knowledge management, also there is a significant correlation between knowledge management and service quality, and finally there is a significant correlation between learning organization and service quality. The study reached a set of recommendations, the most important of which are: 1) It is necessary to plan, organize, lead and monitor enterprise knowledge and process management with emphasis on efficiency and effectiveness of the right of access to it; 2) Managers and owners should pay attention to the learning organization, as it plays a major role in building and forming organization culture and knowledge structure of organizations.

This study examines the influence of leadership and organizational culture on tourism human resource management in the buffer zone of Yogyakarta International Airport (YIA). The research aims to contribute to regional tourism governance by identifying key managerial factors that support sustainable human resource development in airport-oriented tourism areas. Leadership and organizational culture are analyzed as core variables affecting tourism human resource management. A qualitative case study approach was employed, using in-depth interviews and document analysis involving local government officials, tourism managers, and community-based tourism actors. Data were collected between 2022 and 2024. The findings indicate that adaptive leadership and collaborative organizational culture significantly enhance coordination, capacity building, and service quality. These results imply the importance of institutional strengthening to support tourism development in strategic airport buffer zones.

The purpose of TQM (Total Quality Management)‐centered organizational culture is to enhance the efficiency of business through the proper allocation and concentration of restricted resources. In order to maximize the corporate profitability through customer satisfaction, what kind of, when and how many resources should be allocated and managed to the preventive TQM activities and corrective TQM activities have become a very important decision making factors at the point of high management. This study aims to identify the causal relationships of quality‐centered organizational culture on service quality and customer satisfaction relating to service failure in food service industry. And this study is intended to discover the factors of quality‐centered organizational culture which impacts on service recovery justice after service failure happens, and it can be helpful for the top managers to make a decision to how to form corporate structural culture.