Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara
The objective of this study was to determine whether there was a significant difference in the manner the employee of Inland Revenue Department (IRD) and taxpayers perceived quality and quality service provided by IRD in the Northern Region (Perak, Pulau Pinang, Kedah and Perak). At the same time t...
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| Format: | Thesis |
| Language: | en en |
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1995
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| Online Access: | https://etd.uum.edu.my/697/1/Mat_Lazim_Bin_Salleh.pdf https://etd.uum.edu.my/697/2/Mat_Lazim_Bin_Salleh_95.pdf https://etd.uum.edu.my/697/ |
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| _version_ | 1833435469986136064 |
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| author | Mat Lazim, Salleh |
| author_facet | Mat Lazim, Salleh |
| author_sort | Mat Lazim, Salleh |
| building | UUM Library |
| collection | Institutional Repository |
| content_provider | Universiti Utara Malaysia |
| content_source | UUM Electronic Theses |
| continent | Asia |
| country | Malaysia |
| description | The objective of this study was to determine whether there was a significant difference in the manner the employee of Inland Revenue Department (IRD) and taxpayers perceived
quality and quality service provided by IRD in the Northern Region (Perak, Pulau Pinang, Kedah and Perak). At the same time the study attempted to examine whether the location of the IRD branch offices in these states affect the perception of quality service among both groups of respondents. The SERVQUAL instrumentation was used to measure the perception of quality service. This instrument was based on five dimension; (I) reliability, (ii) Responsiveness, (iii) assurance, (iv) empathy (v) tangibles. Based on SERVQUAL, two set of the questionnaires were developed and used with both group of respondents. The survey questionnaires were aimed to record the perception of the employees and the taxpayers
regarding the quality and standard quality. Hundred eight-seven respondents from each group participated in this study. In determining the significant level of difference in the perception of both groups of respondents, six hypotheses were developed and tested. The t-test was used to test the hypotheses. Finally, the findings of this study indicated that there was a significant difference in perception of the groups. Further, the study also indicated that the location of branch offices had also affected the perception of the respondents. |
| format | Thesis |
| id | my.uum.etd-697 |
| institution | Universiti Utara Malaysia |
| language | en en |
| publishDate | 1995 |
| record_format | eprints |
| spelling | my.uum.etd-6972013-07-24T12:08:34Z https://etd.uum.edu.my/697/ Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara Mat Lazim, Salleh HD62 Standardization. Simplification. Waste The objective of this study was to determine whether there was a significant difference in the manner the employee of Inland Revenue Department (IRD) and taxpayers perceived quality and quality service provided by IRD in the Northern Region (Perak, Pulau Pinang, Kedah and Perak). At the same time the study attempted to examine whether the location of the IRD branch offices in these states affect the perception of quality service among both groups of respondents. The SERVQUAL instrumentation was used to measure the perception of quality service. This instrument was based on five dimension; (I) reliability, (ii) Responsiveness, (iii) assurance, (iv) empathy (v) tangibles. Based on SERVQUAL, two set of the questionnaires were developed and used with both group of respondents. The survey questionnaires were aimed to record the perception of the employees and the taxpayers regarding the quality and standard quality. Hundred eight-seven respondents from each group participated in this study. In determining the significant level of difference in the perception of both groups of respondents, six hypotheses were developed and tested. The t-test was used to test the hypotheses. Finally, the findings of this study indicated that there was a significant difference in perception of the groups. Further, the study also indicated that the location of branch offices had also affected the perception of the respondents. 1995 Thesis NonPeerReviewed application/pdf en https://etd.uum.edu.my/697/1/Mat_Lazim_Bin_Salleh.pdf application/pdf en https://etd.uum.edu.my/697/2/Mat_Lazim_Bin_Salleh_95.pdf Mat Lazim, Salleh (1995) Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara. Masters thesis, Universiti Utara Malaysia. |
| spellingShingle | HD62 Standardization. Simplification. Waste Mat Lazim, Salleh Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara |
| title | Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara |
| title_full | Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara |
| title_fullStr | Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara |
| title_full_unstemmed | Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara |
| title_short | Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara |
| title_sort | perbezaan tanggapan terhadap kualiti perkhidmatan di antara kakitangan jabatan hasil dalam negeri dan pelanggan di kawasan utara |
| topic | HD62 Standardization. Simplification. Waste |
| url | https://etd.uum.edu.my/697/1/Mat_Lazim_Bin_Salleh.pdf https://etd.uum.edu.my/697/2/Mat_Lazim_Bin_Salleh_95.pdf https://etd.uum.edu.my/697/ |
| url_provider | http://etd.uum.edu.my/ |