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Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail

This research work undertake a study on factors that influence service quality perception of the Bank Bumiputera Malaysia berhad (BBMB ) employees (front liner personnel) It scrutinized the BBMB front liner personnel service quality that is perceive by them. Six well-found variables are under scruti...

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Bibliographic Details
Main Author: Ismail, Norfazli
Format: Thesis
Language:English
Published: 1997
Subjects:
Malaysia
Online Access:https://ir.uitm.edu.my/id/eprint/95644/1/95644.pdf
https://ir.uitm.edu.my/id/eprint/95644/
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spelling my.uitm.ir.956442024-05-24T03:37:22Z https://ir.uitm.edu.my/id/eprint/95644/ Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail Ismail, Norfazli Malaysia Malaysia This research work undertake a study on factors that influence service quality perception of the Bank Bumiputera Malaysia berhad (BBMB ) employees (front liner personnel) It scrutinized the BBMB front liner personnel service quality that is perceive by them. Six well-found variables are under scrutiny in this research work. The variables include training, empowerment, teamwork, incentives and rewards, communication and technology and employee job-fit.However, in this research, when these variables are regressed with service quality, it was found that technology - employee job-fit variable is undefined'. This is due to the negative perception of the BBMB front liner towards the variable making it insignificant in BBMB service quality. lt could be submitted that the technology-employee job-fit variable does not measure service quality in BBMB. 1997 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/95644/1/95644.pdf Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail. (1997) Degree thesis, thesis, Universiti Teknologi MARA (UiTM).
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Malaysia
Malaysia
spellingShingle Malaysia
Malaysia
Ismail, Norfazli
Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
description This research work undertake a study on factors that influence service quality perception of the Bank Bumiputera Malaysia berhad (BBMB ) employees (front liner personnel) It scrutinized the BBMB front liner personnel service quality that is perceive by them. Six well-found variables are under scrutiny in this research work. The variables include training, empowerment, teamwork, incentives and rewards, communication and technology and employee job-fit.However, in this research, when these variables are regressed with service quality, it was found that technology - employee job-fit variable is undefined'. This is due to the negative perception of the BBMB front liner towards the variable making it insignificant in BBMB service quality. lt could be submitted that the technology-employee job-fit variable does not measure service quality in BBMB.
format Thesis
author Ismail, Norfazli
author_facet Ismail, Norfazli
author_sort Ismail, Norfazli
title Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_short Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_full Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_fullStr Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_full_unstemmed Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_sort employees (front-liner-personnel) perceptions of service quality at bank bumiputera malaysia berhad / norfazli ismail
publishDate 1997
url https://ir.uitm.edu.my/id/eprint/95644/1/95644.pdf
https://ir.uitm.edu.my/id/eprint/95644/
_version_ 1800100722400821248
score 13.211869

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