Abstract:
The purpose ofstudy was to evaluate whether the management is committed to service
quality from the perspective ofservice delivery employees. Hence, a framework is
designed in order to check the management commitment towards service quality.
Participants were asked to filled questionnaires regarding to the practices that
management does in order to enhance the service quality. In response, it was found that
management is not completely been able to capitalized on the internal service quality
measures which can be a factor to enhance the delivery of quality service through front
end employees. This framework can be utilized for more in depth research not only on a
specific company but on industry level as well.
