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Validating SERVPERF model in government agencies.

The research measures on the service quality assessment in three research samples of tax-collecting government agencies by using customer as the respondents. Customers are vital in service organization as they are aimed at reactive targets, they are the people who are directly involved in shaping an...

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Main Authors: Ali, Mass Hareeza, Ali, Noor Azman, Radam, Alias
Format: Article
Language:English
Published: 2010
Online Access:http://psasir.upm.edu.my/id/eprint/17573/1/validating%20SERVPERF.pdf
http://psasir.upm.edu.my/id/eprint/17573/
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spelling my.upm.eprints.175732015-10-23T03:25:44Z http://psasir.upm.edu.my/id/eprint/17573/ Validating SERVPERF model in government agencies. Ali, Mass Hareeza Ali, Noor Azman Radam, Alias The research measures on the service quality assessment in three research samples of tax-collecting government agencies by using customer as the respondents. Customers are vital in service organization as they are aimed at reactive targets, they are the people who are directly involved in shaping and formulating the eventual ‘product’ (Irons, 1997). Customers’ view and expectations will be used to analyze the service quality assessment in particular tax collector government agencies. The present study seeks to address the following objectives; (1) to examine the customers’ perceptions of the service provided in three tax collecting government agencies; (2) to identify and analyze the relative importance of factors contributing to the service quality offered by Malaysian tax- collecting agencies. Result from the research was expected to contribute new information in the development criteria for measurement of quality of service particularly in the tax-collecting agencies in Malaysia. It also will generate an improvement in ‘service quality’ provided by the agencies that would help to solve or act as helpful sources in making effective decisions. The result would help the agencies to improve their level of service to both their employees and customers. 2010-06 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/17573/1/validating%20SERVPERF.pdf Ali, Mass Hareeza and Ali, Noor Azman and Radam, Alias (2010) Validating SERVPERF model in government agencies. The Journal of Human Resource and Adult Learning, 6 (1). pp. 84-93. ISSN 1817-2105
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description The research measures on the service quality assessment in three research samples of tax-collecting government agencies by using customer as the respondents. Customers are vital in service organization as they are aimed at reactive targets, they are the people who are directly involved in shaping and formulating the eventual ‘product’ (Irons, 1997). Customers’ view and expectations will be used to analyze the service quality assessment in particular tax collector government agencies. The present study seeks to address the following objectives; (1) to examine the customers’ perceptions of the service provided in three tax collecting government agencies; (2) to identify and analyze the relative importance of factors contributing to the service quality offered by Malaysian tax- collecting agencies. Result from the research was expected to contribute new information in the development criteria for measurement of quality of service particularly in the tax-collecting agencies in Malaysia. It also will generate an improvement in ‘service quality’ provided by the agencies that would help to solve or act as helpful sources in making effective decisions. The result would help the agencies to improve their level of service to both their employees and customers.
format Article
author Ali, Mass Hareeza
Ali, Noor Azman
Radam, Alias
spellingShingle Ali, Mass Hareeza
Ali, Noor Azman
Radam, Alias
Validating SERVPERF model in government agencies.
author_facet Ali, Mass Hareeza
Ali, Noor Azman
Radam, Alias
author_sort Ali, Mass Hareeza
title Validating SERVPERF model in government agencies.
title_short Validating SERVPERF model in government agencies.
title_full Validating SERVPERF model in government agencies.
title_fullStr Validating SERVPERF model in government agencies.
title_full_unstemmed Validating SERVPERF model in government agencies.
title_sort validating servperf model in government agencies.
publishDate 2010
url http://psasir.upm.edu.my/id/eprint/17573/1/validating%20SERVPERF.pdf
http://psasir.upm.edu.my/id/eprint/17573/
_version_ 1643826558918459392
score 13.211869

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