Work related stress and customer service quality in the national university of Rwanda:
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Date
2011-10
Authors
Journal Title
Journal ISSN
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Publisher
Kampala International University, College of Economics & management.
Abstract
The purpose of the study was to investigate the relationship between work related
stress and customer service quality at the national university of Rwanda
The research was guided by four objectives; to establish the profile of the respondents
in terms of age, gender, educational qualification, working hours, faculty of belonging
and length of service in the organization, determine the extent of work related stress at
the national university of Rwanda, to establish the levels of customer service quality of
students and to finally establish the relationship between work related stress and
customer service quality at the national university of
The research followed a descriptive correlation survey design. Primary data was
collected using self administered questionnaires issued to the respondents. Data was
collected using a sample size of 226 academic staff and 180 students from the national
university of Rwanda
Data analysis was done with help of SPSS and with the use of Pearson’s correlation
coefficient which was used to measure the relationship between work related stress and
customer service quality at the national university of Rwanda
The findings disclose a negative and significant relationship between work related stress
and customer service quality at the university. Thus the study recommends management
of the university to look into the possibilities of minimizing work related stress
environments so as to improve the quality of customer service rendered to students
Description
a Thesis Submitted to the School of Postgraduate Studies and Research Kampala International University Kampala, Uganda In Partial Fulfillment of the Requirements for the Degree Master of Business Administration
Keywords
Work related stress, customer service, national university of Rwanda