The relationship between employee interaction and service quality in the private sector: A Jordanian case study approach

Abstract

This paper reports the findings from a case study of a private sector, which provides a high quality service to customers' factors affecting Interaction quality. In this study, the sample of 65 companies has been drawn randomly from Amman, Zarka and Irbid in the electronic industry in Jordan. The companies were identified using the Jordanian Standard To test the hypothesis, the ANOVA analysis was applied. The "Scheff Test" is applied for a priori comparison. Result of the test showed that those who worked in Company Size (number of employees) 50 to Fewer than 100 feel more than who worked 100 and more, in variables 1,2, and 3. Those who worked in Education feel more than who worked in Medical, in variable 4 and those who worked in Industry feel more than in Education in variables 8 and 15. Those who worked in Amman feel more than who worked in Zarka, in variables1, 2 and 3 and those who worked in Irbid feel more than in Zarka in variables 18, 19 and 20 and those who worked in Irbid feel more than in Amman in variables 5 and 20.