Analysis of Customer Satisfaction by Perceived Leadership Practices And Front-line Staff Performance in Selected Public Sector AgenciesIn Central Manchester: A Multivariate Approach

Name: Sandra Tomlinson and Risper Akelo Awuor

keyword: Customers

; customer satisfaction

; leadership

This quantitative research study was designed to investigate customers’ perceptions of leadership practices and front-line staff performance on their satisfaction in selected public sector agencies in central Manchester. The participants involved in the study were customers of two selected public sector agencies. The main instrument for the data collection was a four-point Likert Scale questionnaire that was administered to conveniently selected ninety six public sector customers. A multiple regression analysis was employed to analyse the data. The findings from the study revealed that there a statistically significant positive relationship between customer satisfaction and customer service worker performance.

สำนักวิทยบริการและสารสนเทศ มหาวิทยาลัยนานาชาติเอเชีย-แปซิฟิก

Address: สระบุรี

Email: dirlibr@apiu.edu

Modified: 2025-04-23

Issued: 2016-11-17

บทความ/Article

application/pdf

ISBN: http://www.apiu.edu/download-individual-articles-pdf/catalyst-2015-articles/december-2015

BibliograpyCitation : Sandra Tomlinson and Risper Akelo Awuor, ( 2015). Analysis of Customer Satisfaction by Perceived Leadership Practices And Front-line Staff Performance in Selected Public Sector AgenciesIn Central Manchester: A Multivariate Approach. Volume 12, 63-67.

ISSN: 2408-137X, Volume 12, No. 2, 2015

eng

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