Employee’s Perspective of Organizational Service Quality Orientation | Chapter 01 | Innovations in Science and Technology Vol. 4

 The goal of this paper is to perform an empirical study that focuses on the factors of service quality on internal structural orientation from the perspective of employees.

Design/Methodology/Approach: A survey was used to collect empirical statistics. The poll had 102 respondents, which included all of the company's employees. The model was validated with data acquired within the organisation using SPSS.

Employee views of service quality performance are influenced by organisational knowledge, service concept, service competence, and job happiness rather than training and customer service orientation, according to the findings.

 

Limitations/implications of the research: The authors conducted the survey by physically distributing questionnaires to all employees at the organisation. As a result, a replication study should be conducted in the future to test the findings' consistency in different circumstances.

 

Internal organisation quality service orientation activities should be implemented as an integrated system rather than as separate practises, so that they interact and promote employee service quality performance.

Originality/Value: The findings of this study show that internal organisation quality service orientation can be used as a valid predictor of employee service quality performance. These elements, according to the study, interact with one another and have an impact on employee views of service quality performance.

Author(S) Details

Hasbullah Othman
Faculty of Business, Communication and Law, INTI International University, Malaysia.

Irwan Ibrahim
Malaysia Institute of Transport, Universiti Teknologi MARA, Malaysia.

Afizan Amer
Malaysian Academy of SME & Entrepreneurship Development (MASMED), Universiti Teknologi MARA, Malaysia.

Saiful Azmir Kasdi
Faculty of Business and Management, Universiti Teknologi MARA, Kampus Puncak Alam, Cawangan Selangor, Malaysia.

Albert Feisal@Muhd Feisal Bin Ismail
Department of Technopreneurship, Faculty of Technology Management and Technopreneurship, Technology Campus, Universiti Teknikal Malaysia Melaka (UTeM), Hang Tuah Jaya, Melaka, Malaysia.

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