The impact of workspace design on service quality
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2011-04
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Abstract
This study was conducted to understand the relationship between
workspace design and service quality and to find out whether the delivery of
good quality service is affected by the design of a workspace. This was done
by studying four salons; Angels Beauty Salon, Lily's Salon and Beauty Bank.
The theoretical framework used in this study was adopted from Bitner's work,
"A framework for Understanding Environment - User Relationships in Service
Organisations," (1992).
Through observation and surveys the study showed that ambient
conditions were rated averagely low in most case except for a few cases as
compared to spatial layout and functionality factors which were generally
rated high. However, the relationship between workspace design and service
quality was not as strong as was expected and what had been discussed
within literature. Most of the data collected was qualitative and sought to find
the kind of relationship that exists between workspace design and service
quality.
This study will be a blueprint for salons around Osu whose customers
are usually students, to understand the factors to be considered when
designing the workspace and to understand the relationship between
workspace design and service quality. If all organisations especially in the
services industry are paying attention to this, the companies can provide
even better services to customers and also it will form as a competitive
advantage to them unlike the organisations who know little about the subject
area.
Description
Thesis submitted to the Department of Business Administration, Ashesi University College, in partial fulfillment of Bachelor of Science degree in Business Administration, April 2011
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Keywords
Ghana, service quality, workspace design, salon