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Customer Focus Among Education Service Officers in Perak

This project investigated customer focus among education service officers in Ferak. The instrument was based on the Development Administration Circular 1992 of the Prime Minister’ Department in regard to the adoption of TQM in public sector. The major area for investigation was customer focus along...

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Main Author: Yam, Weng Kong
Format: Thesis
Language:English
Published: 1996
Subjects:
JF Political institutions (General)
Online Access:http://etd.uum.edu.my/1511/1/Yam%2C_Weng_Kong_%281996%29.pdf
http://etd.uum.edu.my/1511/
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spelling my.uum.etd.15112013-07-24T12:12:15Z http://etd.uum.edu.my/1511/ Customer Focus Among Education Service Officers in Perak Yam, Weng Kong JF Political institutions (General) This project investigated customer focus among education service officers in Ferak. The instrument was based on the Development Administration Circular 1992 of the Prime Minister’ Department in regard to the adoption of TQM in public sector. The major area for investigation was customer focus along identifying the customer and identifying requirement of the customers. A total of 458 secondary school teachers and lecturers including administrators from 21 schools and colleges in the State of Perak were surveyed through the administering of questionnaires by convenience sampling. The result showed that only about 20% of the respondents knew fully who their internal customers and external customers were. The level of customer focus in relation to service quality factors was generally high. However, regrouping of the nineteen service qualities according to the categories of customers revealed more information. Service qualities that were required by administrators scored higher than those required by students, parents and teachers. Service qualities desired by teachers was given the least attention by teachers themselves. This was the general trend discovered in this study. T-test and ANOVA were used to confirm this trend among different groups of respondents. The result of this study therefore also disproved the common belief that TQM is not necessary because what TQM advocates are already done in our schools and colleges. Recommendations were suggested to correct and to improve the effectiveness of schools and colleges through better and more relevant customer focus. 1996 Thesis NonPeerReviewed application/pdf en http://etd.uum.edu.my/1511/1/Yam%2C_Weng_Kong_%281996%29.pdf Yam, Weng Kong (1996) Customer Focus Among Education Service Officers in Perak. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
topic JF Political institutions (General)
spellingShingle JF Political institutions (General)
Yam, Weng Kong
Customer Focus Among Education Service Officers in Perak
description This project investigated customer focus among education service officers in Ferak. The instrument was based on the Development Administration Circular 1992 of the Prime Minister’ Department in regard to the adoption of TQM in public sector. The major area for investigation was customer focus along identifying the customer and identifying requirement of the customers. A total of 458 secondary school teachers and lecturers including administrators from 21 schools and colleges in the State of Perak were surveyed through the administering of questionnaires by convenience sampling. The result showed that only about 20% of the respondents knew fully who their internal customers and external customers were. The level of customer focus in relation to service quality factors was generally high. However, regrouping of the nineteen service qualities according to the categories of customers revealed more information. Service qualities that were required by administrators scored higher than those required by students, parents and teachers. Service qualities desired by teachers was given the least attention by teachers themselves. This was the general trend discovered in this study. T-test and ANOVA were used to confirm this trend among different groups of respondents. The result of this study therefore also disproved the common belief that TQM is not necessary because what TQM advocates are already done in our schools and colleges. Recommendations were suggested to correct and to improve the effectiveness of schools and colleges through better and more relevant customer focus.
format Thesis
author Yam, Weng Kong
author_facet Yam, Weng Kong
author_sort Yam, Weng Kong
title Customer Focus Among Education Service Officers in Perak
title_short Customer Focus Among Education Service Officers in Perak
title_full Customer Focus Among Education Service Officers in Perak
title_fullStr Customer Focus Among Education Service Officers in Perak
title_full_unstemmed Customer Focus Among Education Service Officers in Perak
title_sort customer focus among education service officers in perak
publishDate 1996
url http://etd.uum.edu.my/1511/1/Yam%2C_Weng_Kong_%281996%29.pdf
http://etd.uum.edu.my/1511/
_version_ 1644276465281269760
score 13.211869

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