Volume 10 Issue 2 2014


Dr. Rafique Ahmed Khan
Management Sciences Department Bahria University Karachi Campus Karachi, Pakistan.

Professor Mohammad Khasro Miah, Ph.D
School of Business, North South University Dhaka 1229, Banglades.

Abstract This paper aims to show the effects of organizational climate, including perceived organizational support and supervisory support on employees’ service quality in the context of the Foreign Tobacco Company of Bangladesh. A total of 175 questionnaires were distributed among the respondents using the non-probability, convenience sampling technique. Out of these, only 120 questionnaires were found suitable for data treatment. The data were treated with the help of software SPSS 20, applying correlation and linear regression analysis tools for testing the hypotheses. The study established that there was a positive relationship of employee service quality with independent variables i.e. perceived organizational support, supervisory support, and organizational climate. It also explained the extent to which the employees perceived their service quality in the context of organizational climate and also the support they got from the firm. The study also identified some important areas that need further improvement in the service quality of employees. The findings of the study indicate that to get better service from the employees, Foreign Tobacco Company needs to be more considerate by focusing on employees’ problems, needs and accordingly provide them adequate support to mitigate their problems. The results also indicate that the service quality of the employees is highly influenced by the organizational climate, supervisory support, and organizational support. The managers at various tiers may seek help from the findings and render maximum possible support to the employees to enhance their commitment and loyalty.
Keywords Service Quality, Supervisory Support, Organizational Climate, Organizational Performance.
Year 2014
Volume 10
Issue 2
Type Short Report
Recognized by Higher Education Commission of Pakistan, HEC
Category "Y"
Journal Name IBT Journal of Business Studies
Publisher Name ILMA University
Jel Classification -
DOI http://dx.doi.org/10.46745/ilma.jbs.2014.10.02.01
ISSN no (E, Electronic) 2409-6520
ISSN no (P, Print) 2416-8393
Country Pakistan
City Karachi
Institution Type University
Journal Type Open Access
Manuscript Processing Blind Peer Reviewed
Format PDF
Paper Link http://ibtjbs.ilmauniversity.edu.pk/journal/jbs/10.2/1.%20Effects%20of%20Organizational%20Climate%20on%20Employee%20Service%20Quality%20in%20Foreign%20Tobacco%20Company%20of%20Bangladesh.pdf
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