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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Bibliographic Details
Main Author:	Ismail, Norfazli
Format:	Thesis
Language:	English
Published:	1997
Subjects:	Malaysia
Online Access:	https://ir.uitm.edu.my/id/eprint/95644/1/95644.pdf
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id	my-uitm-ir.95644
record_format	uketd_dc
spelling	my-uitm-ir.956442024-05-24T03:37:22Z Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail 1997 Ismail, Norfazli Malaysia Malaysia 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. 1997 Thesis https://ir.uitm.edu.my/id/eprint/95644/ https://ir.uitm.edu.my/id/eprint/95644/1/95644.pdf text en public degree Universiti Teknologi MARA (UiTM) Faculty of Business and Management Bidin, Yeop Hussin
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Bidin, Yeop Hussin
topic	Malaysia Malaysia
spellingShingle	Malaysia Malaysia Ismail, Norfazli Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
description	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.
format	Thesis
qualification_level	Bachelor degree
author	Ismail, Norfazli
author_facet	Ismail, Norfazli
author_sort	Ismail, Norfazli
title	Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_short	Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_full	Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_fullStr	Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_full_unstemmed	Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail
title_sort	employees (front-liner-personnel) perceptions of service quality at bank bumiputera malaysia berhad / norfazli ismail
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Business and Management
publishDate	1997
url	https://ir.uitm.edu.my/id/eprint/95644/1/95644.pdf
_version_	1804889966451359744

Employees (front-liner-personnel) perceptions of service quality at Bank Bumiputera Malaysia Berhad / Norfazli Ismail

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