An Empirical Study on the Effects of Service Quality towards Organizational Performance in Malaysian Local Authorities
نویسندگان
چکیده
This article is aimed at identifying few selected service quality variables that impacted the organization performance in Malaysian Public Sector. The results of this study highlighted the close association between the service quality and the organization performance which confirmed that investments in quality should indeed resulted in better performance. The service quality variables that were found to be the strongest predictors of organization performance were customer productivity followed by management commitment, internal customer satisfaction, system, policy and procedure, human resource and infrastructure.
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