Cover Image

The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library

Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management b...

Full description

Saved in:
Bibliographic Details
Main Authors: Tan P.K., Mohd Suradi N.R., Saludin M.N.
Other Authors: 55371190400
Format: Conference paper
Published: 2023
Subjects:
Academic library
Complaint management
Organizational image
Service quality
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uniten.dspace-29452
record_format dspace
spelling my.uniten.dspace-294522023-12-28T12:13:10Z The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library Tan P.K. Mohd Suradi N.R. Saludin M.N. 55371190400 35754079900 46461954400 Academic library Complaint management Organizational image Service quality Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management brings a learning experience to organization in order to provide better service. Therefore, it is important to identify customer dissatisfaction through a systematic complaint handling or management. The study proposes a model of systematic complaint management which applied to academic library as a tool of service recovery. As such, the main purpose of this study is to investigate the critical success factors of complaint management towards service quality, customer satisfaction, customer loyalty and the impact to organizational image at academic library. Three academic libraries have been identified and selected for this project, the Library of Tun Sri Lanang, UKM, UTeM and UNIMAS. Using the justice theory, this study investigates the perception of customers on complaint management in terms of outcomes they receive, procedures used by organization and interpersonal treatment. In this study, there are five factors of complaint management identified, which includes speed of recovery, management system, empowerment, culture and psychology and tangible compensation. A questionnaire was designed and used as the data gathering instrument. A total of 600 respondents participated in this study. Ten hypotheses were used to test the relationships between complaint management, service quality, customer satisfaction, customer loyalty and organizational image. To measure the construct relationships, Structural Equation Model (SEM) approach was used. The results show that management system (b = 0.210; p < 0.05) exerts the highest positive impact on service quality. It followed by psychology and culture (b = 0.188; p < 0.05), empowerment (b = 0.179; p < 0.05) and tangible compensation (b = 0.175; p < 0.05). However, the empirical results suggest that speed of recovery (b = -0.009; p > 0.05) do not influence service quality. The second part of this study uses confirmatory factor analysis (CFA) to analyze and confirm the conceptual model proposed in this research. The result shows that all the values obtained in this study fits the data reasonably well. � 2013 AIP Publishing LLC. Final 2023-12-28T04:13:10Z 2023-12-28T04:13:10Z 2013 Conference paper 10.1063/1.4801300 2-s2.0-84876896704 https://www.scopus.com/inward/record.uri?eid=2-s2.0-84876896704&doi=10.1063%2f1.4801300&partnerID=40&md5=edfedd9a519b61ef6fc3e8824a1a1fe6 https://irepository.uniten.edu.my/handle/123456789/29452 1522 1447 1453 Scopus
institution Universiti Tenaga Nasional
building UNITEN Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tenaga Nasional
content_source UNITEN Institutional Repository
url_provider http://dspace.uniten.edu.my/
topic Academic library
Complaint management
Organizational image
Service quality
spellingShingle Academic library
Complaint management
Organizational image
Service quality
Tan P.K.
Mohd Suradi N.R.
Saludin M.N.
The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library
description Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management brings a learning experience to organization in order to provide better service. Therefore, it is important to identify customer dissatisfaction through a systematic complaint handling or management. The study proposes a model of systematic complaint management which applied to academic library as a tool of service recovery. As such, the main purpose of this study is to investigate the critical success factors of complaint management towards service quality, customer satisfaction, customer loyalty and the impact to organizational image at academic library. Three academic libraries have been identified and selected for this project, the Library of Tun Sri Lanang, UKM, UTeM and UNIMAS. Using the justice theory, this study investigates the perception of customers on complaint management in terms of outcomes they receive, procedures used by organization and interpersonal treatment. In this study, there are five factors of complaint management identified, which includes speed of recovery, management system, empowerment, culture and psychology and tangible compensation. A questionnaire was designed and used as the data gathering instrument. A total of 600 respondents participated in this study. Ten hypotheses were used to test the relationships between complaint management, service quality, customer satisfaction, customer loyalty and organizational image. To measure the construct relationships, Structural Equation Model (SEM) approach was used. The results show that management system (b = 0.210; p < 0.05) exerts the highest positive impact on service quality. It followed by psychology and culture (b = 0.188; p < 0.05), empowerment (b = 0.179; p < 0.05) and tangible compensation (b = 0.175; p < 0.05). However, the empirical results suggest that speed of recovery (b = -0.009; p > 0.05) do not influence service quality. The second part of this study uses confirmatory factor analysis (CFA) to analyze and confirm the conceptual model proposed in this research. The result shows that all the values obtained in this study fits the data reasonably well. � 2013 AIP Publishing LLC.
author2 55371190400
author_facet 55371190400
Tan P.K.
Mohd Suradi N.R.
Saludin M.N.
format Conference paper
author Tan P.K.
Mohd Suradi N.R.
Saludin M.N.
author_sort Tan P.K.
title The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library
title_short The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library
title_full The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library
title_fullStr The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library
title_full_unstemmed The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library
title_sort impact of complaint management and service quality on organizational image: a case study at the malaysian public university library
publishDate 2023
_version_ 1806423551867092992
score 13.222552

Similar Items