IMPACT OF MANAGEMENT COMMITMENT TO SERVICE QUALITY ON FRONTLINE EMPLOYEE’S SERVICE DELIVERY (AN EMPIRICAL STUDY ON AGILITY WAREHOUSE, KARACHI)

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.