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The Influence Of Internal Customer Service Experience In Public Universities In Malaysia

Peningkatan persaingan di kalangan universiti awam di Malaysia menyebabkan semakin pentingnya untuk memahami kepentingan peranan pengalaman perkhidmatan pelanggan dalaman bagi persekitaran perkhidmatan institusi pengajian tinggi pada masa kini. Sebagai tiang utama dalam sesebuah universiti, Bahagian...

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Main Author: Mamat, Mazlina
Format: Thesis
Language:English
Published: 2015
Subjects:
HD28-70 Management. Industrial Management
Online Access:http://eprints.usm.my/31445/1/MAZLINA_BINTI_MAMAT_24.pdf
http://eprints.usm.my/31445/
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spelling my.usm.eprints.31445 http://eprints.usm.my/31445/ The Influence Of Internal Customer Service Experience In Public Universities In Malaysia Mamat, Mazlina HD28-70 Management. Industrial Management Peningkatan persaingan di kalangan universiti awam di Malaysia menyebabkan semakin pentingnya untuk memahami kepentingan peranan pengalaman perkhidmatan pelanggan dalaman bagi persekitaran perkhidmatan institusi pengajian tinggi pada masa kini. Sebagai tiang utama dalam sesebuah universiti, Bahagian Hal Ehwal Pelajar (HEA) telah dipertanggungjawabkan unuk memenuhi keperluan dan permintaan pelanggan-pelanggannya, terutama di kalangan staf akademik. Dalam sesebuah organisasi perkhidmatan seperti universiti awam, pengalaman perkhidmatan pekerja (staf akademik) mempunyai perhubungan langsung dengan kepuasan pelajar dan prestasi universiti. Oleh itu, adalah sangat penting untuk memahami faktor-faktor yang mempengaruhi pengalaman perkhidmatan dalaman staf akademik di universiti awam di Malaysia. Dengan itu, fokus utama kajian ini adalah untuk memeriksa perhubungan faktor-faktor persekitaran perkhidmatan dan faktor-faktor situasi dalam mempengaruhi pengalaman perkhidmatan pelanggan di kalangan staf akademik di universiti awam di Malaysia. Kajian ini juga menilai pengaruh moderasi kekuatan diri terhadap perhubungan di antara pembolehubah bebas dengan pembolehubah bersandar. Growing competition among Malaysian public universities makes it imperative to understand the important role of internal customer service experience in today’s higher education service environment. As a pillar of the university, Academic Affairs Department (AAD) is entrusted to meet the needs and demands of its customers especially the academic staff of the university. In service organizations, like public universities, employee (academic staff) service experience directly correlates with student satisfaction and university performance. Therefore, it is crucial to understand the factors that influence academic staff’s service experience. Hence, the primary focus of this study is to examine the relationship of service environment factors and situational factors in influencing customer service experience of academic staff in Malaysian public universities. The study also assesses the moderating influence of self-efficacy on the relationships between the independent variables and the dependent variable. The research model hypothesized that service environment factors and situational factorshave significant impact on customer service experience. The study employed a quantitative research. 2015-10 Thesis NonPeerReviewed application/pdf en http://eprints.usm.my/31445/1/MAZLINA_BINTI_MAMAT_24.pdf Mamat, Mazlina (2015) The Influence Of Internal Customer Service Experience In Public Universities In Malaysia. PhD thesis, Universiti Sains Malaysia.
institution Universiti Sains Malaysia
building Hamzah Sendut Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Sains Malaysia
content_source USM Institutional Repository
url_provider http://eprints.usm.my/
language English
topic HD28-70 Management. Industrial Management
spellingShingle HD28-70 Management. Industrial Management
Mamat, Mazlina
The Influence Of Internal Customer Service Experience In Public Universities In Malaysia
description Peningkatan persaingan di kalangan universiti awam di Malaysia menyebabkan semakin pentingnya untuk memahami kepentingan peranan pengalaman perkhidmatan pelanggan dalaman bagi persekitaran perkhidmatan institusi pengajian tinggi pada masa kini. Sebagai tiang utama dalam sesebuah universiti, Bahagian Hal Ehwal Pelajar (HEA) telah dipertanggungjawabkan unuk memenuhi keperluan dan permintaan pelanggan-pelanggannya, terutama di kalangan staf akademik. Dalam sesebuah organisasi perkhidmatan seperti universiti awam, pengalaman perkhidmatan pekerja (staf akademik) mempunyai perhubungan langsung dengan kepuasan pelajar dan prestasi universiti. Oleh itu, adalah sangat penting untuk memahami faktor-faktor yang mempengaruhi pengalaman perkhidmatan dalaman staf akademik di universiti awam di Malaysia. Dengan itu, fokus utama kajian ini adalah untuk memeriksa perhubungan faktor-faktor persekitaran perkhidmatan dan faktor-faktor situasi dalam mempengaruhi pengalaman perkhidmatan pelanggan di kalangan staf akademik di universiti awam di Malaysia. Kajian ini juga menilai pengaruh moderasi kekuatan diri terhadap perhubungan di antara pembolehubah bebas dengan pembolehubah bersandar. Growing competition among Malaysian public universities makes it imperative to understand the important role of internal customer service experience in today’s higher education service environment. As a pillar of the university, Academic Affairs Department (AAD) is entrusted to meet the needs and demands of its customers especially the academic staff of the university. In service organizations, like public universities, employee (academic staff) service experience directly correlates with student satisfaction and university performance. Therefore, it is crucial to understand the factors that influence academic staff’s service experience. Hence, the primary focus of this study is to examine the relationship of service environment factors and situational factors in influencing customer service experience of academic staff in Malaysian public universities. The study also assesses the moderating influence of self-efficacy on the relationships between the independent variables and the dependent variable. The research model hypothesized that service environment factors and situational factorshave significant impact on customer service experience. The study employed a quantitative research.
format Thesis
author Mamat, Mazlina
author_facet Mamat, Mazlina
author_sort Mamat, Mazlina
title The Influence Of Internal Customer Service Experience In Public Universities In Malaysia
title_short The Influence Of Internal Customer Service Experience In Public Universities In Malaysia
title_full The Influence Of Internal Customer Service Experience In Public Universities In Malaysia
title_fullStr The Influence Of Internal Customer Service Experience In Public Universities In Malaysia
title_full_unstemmed The Influence Of Internal Customer Service Experience In Public Universities In Malaysia
title_sort influence of internal customer service experience in public universities in malaysia
publishDate 2015
url http://eprints.usm.my/31445/1/MAZLINA_BINTI_MAMAT_24.pdf
http://eprints.usm.my/31445/
_version_ 1643707395654811648
score 13.211869

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