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Abstract
Among scholars and development practitioners, there is a continuous debate about whether or not employee attitudes can be directly associated with clients' satisfaction and service delivery performance in Non Governmental Sector (NGO). It has been endeavoured to find out the linkages between employees' attitude, beneficiaries' satisfaction and service delivery performance empirically in this paper. Findings of the study indicate that employee satisfaction, leadership and motivation have a positive statistical relationship. However, employee attitudes cannot be linked to clients' satisfaction. Results also reveal that there is a positive correlation between clients' satisfaction and service performance. Moreover this study also throws light on the drawbacks of NGO led service delivery process.
Key words:
Employee Attitudes, Service Delivery Performance, Clients' Satisfaction, Linkage, Research and Non Governmental Organization (NGO).
During recent decades, the relationship between human issues (including employee satisfaction, leadership and motivation) and service performance has attained the increasing attention of researchers and practitioners. Scholars aim to provide theoretical models to explain the phenomenon, whereas practitioners in search of service excellence are interested to know whether employees role are worthwhile. To make it even more challenging, some authors argue that employee perceptions cannot be directly associated with service excellence.
Research investigating the relationships between employees, target groups (beneficiaries) and service delivery process of the organization, is often referred to as linkage research, i.e. Wiley's (1996) linkage research model as well as Heskett et al's (1997) service profit chain has contributed to the development of linkage research. These authors argue that employee satisfaction leads to customer satisfaction and further to superior business results. Unfortunately, no study has been found to be conducted to see the linkages between employees' attitude, clients (beneficiaries) satisfaction and service performance in NGO sector.
These facts create a fascinating background to our research. Present study aims to contribute to the existing knowledge by investigating linkages between employees, clients (beneficiaries) and service delivery on NGOs in Assam.
1.2 Problem Definition
In this paper, we statistically examine employees' attitude towards their target segments for better service performance. Among scholars and development practitioners, there is a continuous discussion as to whether employees' attitude can be linked with satisfied target groups of the organization for the better service delivery in NGO sector.
13 Objectives
13.1 Primary Objective