Abstract
The purpose of this paper is to examine the mediating role of
internal service quality on the relationship between organizational culture
and organizational performance. The study utilizes the collaborative culture
dimension. Data for the study were collected through a survey from 80 bank
branches of 11 large and medium sized banks in Peshawar, Pakistan and
responses were analyzed to assess the relationships between collaborative
culture, internal service quality, and organizational performance. A total of
564 questionnaires were distributed, 404 questionnaires were returned,
constituting the response rate of 71.63%. A total of 63 questionnaires were
rejected. The total number of questionnaires usable for the study was 341.
The findings revealed that in the banking sector, collaborative culture and
internal service quality have a direct and positive impact on the
organizational performance, furthermore the results revealed that ISQ
partially mediates the relationship between collaborative culture and
organizational performance. The findings provide useful insights for
organizations, particularly in the banking industry, seeking to be competitive
and responsive to the increasing challenges. Conclusions emphasize that
mechanisms to encourage and foster ISQ in the organization are likely to
facilitate the introduction, adoption, and diffusion of service quality both
within and outside the organization which in turn, is likely to result in
achievement of superior bank performance.
Khawaja Fawad Latif, Mohsin Ullah. (2016) An Empirical Investigation into the relationship between Organizational Culture, Internal Service Quality (ISQ) and Organizational Performance, Abasyn Journal of Social Sciences, Volume-09, Issue-1.
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