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
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id	my-usm-ep.31445
record_format	uketd_dc
spelling	my-usm-ep.314452019-04-12T05:25:36Z The Influence Of Internal Customer Service Experience In Public Universities In Malaysia 2015-10 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 http://eprints.usm.my/31445/ http://eprints.usm.my/31445/1/MAZLINA_BINTI_MAMAT_24.pdf application/pdf en public phd doctoral Universiti Sains Malaysia Pusat Pengajian Pengurusan (School of Management)
institution	Universiti Sains Malaysia
collection	USM Institutional Repository
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
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
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
granting_institution	Universiti Sains Malaysia
granting_department	Pusat Pengajian Pengurusan (School of Management)
publishDate	2015
url	http://eprints.usm.my/31445/1/MAZLINA_BINTI_MAMAT_24.pdf
_version_	1747820426368647168

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

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