The impact of service quality on organizational performance. Does market orientation matter?

Liew,, Sin Yean. (2009) The impact of service quality on organizational performance. Does market orientation matter? [Final Year Project Report] (Unpublished)

[img] PDF (Please get the password by email to repository@unimas.my , or call ext: 082-583914/3973/3933)
Liew Sin Yean.pdf
Restricted to Registered users only

Download (1MB)

Abstract

This study tries to examine the relationship between service quality and market orientation and their impact towards organizational per formance. A total of 175 sets of questionnaires were distributed to the employees of the selected organizations in Kuching, and 92% of it, which is 161, was returned. The results show that service quality has a significant effect on organizational performa nce and market orientation. Market orientation also has a significant effect on organizational performance. In addition, this study found that market orientation will moderate the relationship between service quality and organizational performance. There i s still a shortage of research studying the impact of market orientation as a moderator on the relationship between service quality and organizational performance. Thus, this study contributes a significant knowledge to the service industry.

Item Type: Final Year Project Report
Additional Information: Project Report (B.Sc.) -- Universiti Malaysia Sarawak, 2009.
Uncontrolled Keywords: Service industries--Quality control, Customer services--Quality control--Research, undergraduate, 2009, UNIMAS, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, IPTA, education, research, Universiti Malaysia Sarawak
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Academic Faculties, Institutes and Centres > Faculty of Economics and Business
Faculties, Institutes, Centres > Faculty of Economics and Business
Depositing User: Karen Kornalius
Date Deposited: 08 May 2015 03:53
Last Modified: 14 Dec 2023 06:21
URI: http://ir.unimas.my/id/eprint/6482

Actions (For repository members only: login required)

View Item View Item