EFFECTS OF SERVICE QUALITY ON ORGANIZATIONAL PERFORMANCE

Modern markets are service-oriented environments, and the single product or service provided by an enterprise could no longer attract customers. The combination of corporate products and services is the key factor in creating new economic value that Service Quality is the key success factor in Organizational Performance (Sheng & Chen, 2010). The importance of Service Quality is apparent. A lot of enterprises realize the importance of Service Quality and choose to promote the competitiveness by enhancing Service Quality. This study aims to discuss the relations between Service Quality and Organizational Performance with a quantitative questionnaire survey. The employees and consumers of De-yi Chinese Food Company are sampled for the survey, in which total 300 copies of questionnaires are distributed and 233 effective copies are retrieved. Service Quality is regarded as the independent variable, Organizational Performance as the dependent variable, and demographic variable as the moderator to discuss the correlations. The data are analyzed with Regression Analysis and Analysis of Variance for the following research conclusions. (1) Service Quality presents partially positive effects on Financial Performance in Organizational Performance. (2) Service Quality shows partially positive effects on Operating Performance in Organizational Performance. (3) Service Quality reveals partially positive effects on Behavioral Performance in Organizational Performance. (4) The correlation between Service Quality and Organizational Performance appears remarkable differences in demographic variables. The research results are expected to offer reference for the academic circle and enterprises.