Factors Influencing Employee Service Quality in a Local Municipal Council in Malaysia
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2019, Vol 8, Issue 7
Abstract
This paper aims to analyse the relationship between job satisfaction, transfer of training, perceived organizational support and service quality. Focusing on the factors that influence service quality of employees, the research was set in the context of Malaysian local municipal council. The respondents consisted of specific target departments, divisions and units in a local municipal council which directly provides services to the public in Johor, Malaysia. A quantitative cross sectional survey method was adopted, coupled with factor analysis and multiple regression analysis to analyse the collected data. The findings of this study revealed that job satisfaction and transfer of training were positively and significantly related to consumer purchasing behaviour. Further, job satisfaction was found to be the strongest predictor of service quality of employees. The findings of this research facilitate organization to identify the appropriate employee’s factor to be capitalized on and subsequently improved customer satisfaction through high quality of services.
Authors and Affiliations
Mohd Syafiq Hanis Hamli, Ong Choon Hee, Ong Shze Yin, Rahamah Mahmood
Keywords
Related Articles
- EP ID EP565030
- DOI 10.6007/IJARBSS/v8-i7/4411
- Views 63
- Downloads 0
Relationship between the Pre-Election Phase Processes and Political Stability in the East African Community States
The purpose of the study was to determine the relationship between the pre-election phase processes and political stability in the East Africa Community States. This study adopted a quantitative approach of both descript...
A Measurement Model of Leadership Communication of Coastal Village Leaders in Terengganu, Malaysia
Leadership communication skill was identified as a significant predictor for an effective organisation. Despite that, lot of leaders especially in village organisation was not getting clear picture for needed skills to p...
Market Segmentation of Kuala Selangor’s Ecotourists’
Ecotourism sectors have gained significant attention from the tourism market these days. In Malaysia, this sector is considered a niche market and have been growing steadily for more than a decade. This sector also has b...
Exploring Flood Disaster Preparedness Awareness Factors through Historical Flood Victims in Bangkok Metropolitan and Vicinity by Using Factor Analysis
Based on the synthesis of related literatures, this research found thirteen related dimensions that involved the development of natural disaster preparedness awareness including hazard knowledge, hazard attitude, trainin...
Gender differences in the Perception of Social Support and Cognitive Engagement
A number of studies have provided evidence of the link between social support factors and academic achievement and a strong relation between cognitive engagement and achievement outcomes. However, the relationships betwe...