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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Bibliographic Details
Main Author:	Yam, Weng Kong
Format:	Thesis
Language:	eng
Published:	1996
Subjects:	JF Political institutions (General)
Online Access:	https://etd.uum.edu.my/1511/1/Yam%2C_Weng_Kong_%281996%29.pdf
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id	my-uum-etd.1511
record_format	uketd_dc
spelling	my-uum-etd.15112013-07-24T12:12:15Z Customer Focus Among Education Service Officers in Perak 1996 Yam, Weng Kong Sekolah Siswazah Graduate School 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 https://etd.uum.edu.my/1511/ https://etd.uum.edu.my/1511/1/Yam%2C_Weng_Kong_%281996%29.pdf application/pdf eng validuser masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng
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
qualification_name	masters
qualification_level	Master's degree
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
granting_institution	Universiti Utara Malaysia
granting_department	Sekolah Siswazah
publishDate	1996
url	https://etd.uum.edu.my/1511/1/Yam%2C_Weng_Kong_%281996%29.pdf
_version_	1747827161859883008

Customer Focus Among Education Service Officers in Perak

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