Обзор государственного управления и управления

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The Impact of Workplace Incivility in Public Organizations on Customer Satisfaction

Hina Danish

This research has been conducted to explore the impact of workplace incivility in public organizations on customers’ satisfaction. The independent variables are customer-related incivility and work-related incivility; and the dependent variable is customer satisfaction. Customer-related incivility includes displaying discourteous behavior towards customers; avoid resolving customer complaints, showing gender biasness when dealing with customers, etc. Work-related incivility includes reporting to work late, being absent from work, leaving office early than official office timings, etc. The data has been collected from customers of public organizations of Lahore, Pakistan. Researcher used primary source of data collection i.e., questionnaires, with the assurance of authenticity and reliability. The responses of the employees are kept confidential. Researcher developed following hypotheses to investigate our research question, i.e., ‘how workplace incivility (customerrelated incivility and work-related incivility) in public organizations influence customer satisfaction?’

H1: Customer-related incivility in public organizations is negatively correlated with customer satisfaction.

H2: Work-related incivility in public organizations is negatively correlated with customer satisfaction.

These research findings indicate that both of our research hypotheses are accepted that work related incivility and customer related incivility are negatively correlated with customer satisfaction. The last section of this research project contains suggestions that are based on analysis, and conclusion of the overall project.