Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
This research work undertake a study on factors that influence service quality perception of the Bank Bumiputera Malaysia berhad (BBMB ) employees (front liner personnel) It scrutinized the BBMB front liner personnel service quality that is perceive by them. Six well-found variables are under scruti...
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| Format: | Thesis |
| Language: | English |
| Published: |
1997
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/95644/1/95644.pdf |
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| Summary: | This research work undertake a study on factors that influence service quality perception of the Bank Bumiputera Malaysia berhad (BBMB ) employees (front liner personnel) It scrutinized the BBMB front liner personnel service quality that is perceive by them. Six well-found variables are under scrutiny in this research work. The variables include training, empowerment, teamwork, incentives and rewards, communication and technology and employee job-fit.However, in this research, when these variables are regressed with service quality, it was found that technology - employee job-fit variable is undefined'. This is due to the negative perception of the BBMB front liner towards the variable making it insignificant in BBMB service quality. lt could be submitted that the technology-employee job-fit variable does not measure service quality in BBMB. |
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