Personnel data is another way to measure worker’ s performance which includes using the personnel information from their files. The main personnel index that is used by many organizations is checking on the absenteeism of an individual and most organizations prefer employees working for eight hours in a day. Hui and Hashmi (2004, 76-8) defined absenteeism in many ways such as the average length of absence. However, this measure is not that reliable as it gives little information. The third way of measuring work performance is supervising individuals when they are performing their duties and then judging their work performance by either comparing workers or comparing with a set standard. There are researches that have been done focusing on good job performance and there are two factors of job performance construct.
One is the behaviours necessary in an organization so that it may function smoothly. These behaviours include cooperation and communication skills. The other factor is the performance on certain tasks undertaken by individuals and the tasks are related to the individual's work (Kuo, & Chen, 2007, 165). Service QualityThe word servqual means measuring quality in services provided by workers.
The model shows the requirements that are required so as to deliver high quality in services. The models work by identifying five gaps that lead to poor services been delivered. The assumption of servqual is that customers do evaluate the quality of services offered by a firm and this can be done by comparing what they are expecting and what they actually get (Fong, 2005, 71). The first gap exists when the customer’ s expectation is not met. This is due to the management perception of what the customer wants which occurs due to poor research by the management and interpreting information wrongly.
The second gap is between the management of the firm perceives and service quality (Huff, 1999, 231). This is when the management perceives exactly what the consumer wants but fails to set a certain performance standard.
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