Service Quality and Business Performance: The Role of Organizational Factors

Abstract

The effect of organization factors, such as leadership and market orientation, on corporate performance has been reported in the literature. While there has been consistent call on the examination of the role of organization factors on the formation of service quality perceptions and business performance, there has been scant theoretical and empirical research on how they interact. The present study investigates the impact of two organization factors, management leadership and market orientation on service quality and corporate performance, as measured by employee performance and business performance. The results indicate a significant effect of the organization factors on service quality and corporate performance measures.