A Study On Employee Engagement And Organisational Service Quality With Special Reference To Government Hospitals In Thoothukudi District

Abstract

In the 21st century service quality is growing phenomenon in the modern world; people need a quality in everywhere and also quality is a major part of the people s life. In the service sector majority of the service quality is made from the manpower of an organisation. In this current scenario the study was concentrated in two major parts like employee engagement and organisational service quality. Hence, I measure the employee engagement and organisational service quality government hospitals in Thoothukudi district. Primarily the study focuses on the factors of employee engagement, the factors involved in job characteristics, Training and Development, Work Team, immediate Supervisor, Top Management and Organisation. This plays a vital role in the work environment and level of engagement. And continuously the study focus on the factors of organisational service quality, and the factors involved in antecedents of service quality, Tangibility, Reliability, Responsiveness, Assurance, Empathy and courtesy. Throughout these factors the researcher found positive organisational service quality and employee engagement. In organisational service quality is directly influenced by the employee engagement level and it s founded in this study. The organisational service quality is measured by the level of service satisfaction of the patients with the above mentioned service quality measurement factors. The study reveals that most of the patients are from the economically lower level people these peoples are highly satisfied with service provided by an organisation and also observation from this study the employees are having too much of work burden due to shortage of the manpower. The management will fulfil the manpower requirements the organisation service quality which may increase. The disclosures of this study provide the internal environment factor directly influence the level of employees engagement. And the organisational service quality is measured in two categories one is response towards organisation from the employees and another one is tangibility from the patients side. To increase the employee engagement level is one of the steps for increasing the organisational service quality. From the findings of the study reveals that the organisational service quality is depending upon the employees engagement so the management can concentrate to the level of engagement through fulfil the manpower requirements to increase the level of engagement and organisational service quality newline