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 [Final Year Project Report] (Unpublished)

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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
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: 13 May 2015 07:10
URI: http://ir.unimas.my/id/eprint/6482

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