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 [Final Year Project Report] (Unpublished)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