The impact of workspace design on service quality
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.
Thesis submitted to the Department of Business Administration, Ashesi University College, in partial fulfillment of Bachelor of Science degree in Business Administration, April 2011
Ghana, service quality, workspace design, salon