How to Improve the Service Quality of Not-for-Profit Organizations

Abstract

There are four kinds of customers of not-for-profit organizations, beneficiaries, supporters, stakeholders, and regulators (Ian Bruce, 1995), every one of them is indispensable, according to Bruce’s research, the stakeholders of not-for-profit organizations are including broad leaders, staffs, volunteers and so on. In for-profit organizations, stakeholders are including its shareholders, employees, managers, customers and so on. Not-for-profit organizations and for-profit business have different purposes of existing, and they also have different methods of development. For-profit-organizations are aimed to make interests for its shareholders, and interests are the power of development, however, these not-for-profit organizations are mean to help other people, and it has no intension of making profits. Understanding how stakeholder management differs between for-profit businesses and not-for-profit organizations, can provide better suggestions to its managers, and improve its working performance. This essay illustrated the existing issue of not-for-profit organizations, which is the poor service quality when comparing to the for-profit business, and this essay also present the roots of this weakness, which are the demands are much more than supplies, many not-for-profit organizations are in the situation of monopoly (Bruce, 1995), staffs are lack of service ability, and the psychology factor. Based on these causes, this essay provides solutions and suggestions in respectively.