THE IMPACT OF ORGNIZATIONAL CULTURE ON SERVICE QUALITY THE CASE OF COFFEE QUALITY INSPECTION CENTER

Abstract

Since organizational culture influences the way people interact and encompasses values and behaviors that contribute to the unique social and psychological environment of a business, it has a great role on the service quality. So, this study investigates the impact of organizational culture on service quality. The main ambition of this study is to estimate the impact of organizational culture on service quality at Coffee Quality Inspection and Certification Center (CQICC). In order to continue with the study, data was analyzed by using descriptive statistics, correlation and regression analyses. The study’s target population was the employees of CQICC of total population 74. Due to the present circumstances of the country with a struggle against the recent pandemic (Covid19), the total population of the organization was reduced to 62 of which the questionnaire was distributed. The questionnaire regarding organizational culture was adopted from Denson (1990). The returned response was a total of 55 and was used as an input to analysis using SPSS v20. The result indicated that all dimensions of organizational culture and service quality are inter related while consistency dimension of organizational culture has significant impact on service quality. It was also concluded that it is not yet possible to tell the existence of involvement and consistency cultures at CQICC but the mission and adaptability cultures exist moderately. Hence, it is recommended that the organization shall enhance the consistency culture in order to put a positive impact on service quality.