The relationship between service quality and overall business performance: a case study of the National Council for Law Reporting

Abstract

This research study was carried out to determine whether there exists a relationship between service quality and overall business performance. The study adopted the use of a case study of the National Council for Law Reporting. Samples of 40 employees and 30 clients of the National Council for Law Reporting were selected using judgmental sampling so as to have a representation of the entire organization. The drop and pick later method was used to administer the questionnaire. Descriptive statistics as well as correlation analysis were used to analyze the data collected. In particular the study sought to establish the correlation between internal service quality and overall business performance as well as the correlation between external service quality and overall business performance. The study findings indicated that the relationship between internal service quality and overall business performance did not have a positive relationship i.e. -.270 and -.485 for the specific variables that were considered in relation to overall business performance. However the findings indicated a positive relationship between external service quality and overall business performance i.e. .430 for the variable that was considered in relation to overall business performance. The study has made a number of recommendations in regards to how service quality can be improved e.g. through putting in place flexible policies, focusing on customer care and increasing number of products offered. For the external researcher, the study recommends that this case study can be replicated in a business environment that has more competitors and also one that isn’t as strictly governed by regulations.