The evaluation of client service provided by the human resource division of a national service organisation

Abstract

The aim of this study is to evaluate the quality of internal client service of the human resource division of a national service organisation. Two studies were in fact conducted, one involving 388 clients of the relevant division, and the other 99 human resource practitioners in the same division. Separate questionnaires were completed in the two samples. Results show that communication with clients, service provision and quality and competency of the human resource personnel are important problems to be addressed by management. The implementation of an achievement acknowledgement system, the re-evaluation of the divisional structure and functioning, and upgrading service provision skills could also assist the division in improving its client service competency.