Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia

Quality management practices such as ISO 9000, PKM, MBNQA and BSC are recognized as a primary quality practices in an organization to achieve a setting goal. As a social institution, organization consists of four main interrelated components; human, action, technology and environment which in the e...

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Main Author:	Che Azlan, Taib
Format:	Thesis
Language:	eng
Published:	2010
Subjects:	HD28-70 Management Industrial Management
Online Access:	https://etd.uum.edu.my/3854/1/s90535.pdf
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id	my-uum-etd.3854
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng
advisor	Osman, Nor Hasni Ahmad, Hartini
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Che Azlan, Taib Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia
description	Quality management practices such as ISO 9000, PKM, MBNQA and BSC are recognized as a primary quality practices in an organization to achieve a setting goal. As a social institution, organization consists of four main interrelated components; human, action, technology and environment which in the end form a complete system. This shows that a strong relationship among leadership, staff, customer and organization performance exists. However, a holistic and integrated studies on this practice is scarce. The scarcity of studies in this area leads to difficulty in tracking down studies which discuss the effectiveness of the practice empirically. Even if there are such studies, most of them focus on the relationship between AmPK and the achievement of the organization in limited areas such as customer satisfaction, financial achievement and productivity. This indicates that there is large gap which has not yet been explored in depth. This study tries to apply this phenomena based on the framework of quality management principle practice. Specifically, this study tries to prove that there is significant relationship among quality management practice (AmPK) with staff satisfaction (KepPD), customer satisfaction (KepPD) and library achievement (PenPerp). AmPK principles comprise seven components; customer-focus, management system approach, organization-supplier relationship, continuous enhancement, leadership, process and staff involvement approach. KepPD also consists of seven components i.e. efficiency of resource administration, formation of group work, appreciation\acknowledgement of staff, efficiency of top leadership, effectiveness of communication, effectiveness of training and job satisfaction. KepPL comprises five component; efficiency of staff, efficiency of library service, efficiency electronic service, appropriacy of library service and appropriacy of physical facilities. PenPerp encompasses of efficiency of human resource administration, efficiency of process, satisfaction of customer, and efficiency of supplier-organization relationship. The primary objective of the study is to develop quality management principle practice efficiency model for academic library. Thus, the unit of analysis is the library. Based on Malaysia Ministry of Higher Education online statistics, 250 libraries have been chosen as sample of the study. The choice of sample is based on stratified random sampling. Three sets of questionnaires were employed as instruments and 59% return rate has been achieved. Questionnaires were validated based on evaluation of experts and library staff, pilot study and factor analysis. The three sets of questionnaires also showed a high reliability value. Seven primary hypotheses were tested through correlation, simple and multiple regression tests and path anaylsis. The method of changing LG 10 and SORT were utilized to sort data which did not fulfill statistics test assumption such as abnormalities, non-linear, and heteroscedasticity. Findings of the study showed that the academic library AmPK average was at quite a high level and the factor analysis indicated the main critical factor was focused on customers, whereas through the weightage determination by multiple criteria the study found the critical factor is leadership. In terms of AmPK impact, hypothesis test revealed that AmPK has significant relationship to KepPD, KepPL and PenPerp. Component analysis indicated that each of the AmPK primary elements; focus on customers, relationship of organizationsupplier and continuous enhancement influences KepPD, KepPL and Penperp. Path anaylsis revealed that AmPK construct generates positive value and is significant to KepPD and Penperp at 0.01 significance level, while KepPL is also significant at 0.05 significance level. In general this study is successful since it provides inputs with implications to both theoretical and practical which encompass specific benefits to the field of management and also academic or theory.
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Che Azlan, Taib
author_facet	Che Azlan, Taib
author_sort	Che Azlan, Taib
title	Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia
title_short	Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia
title_full	Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia
title_fullStr	Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia
title_full_unstemmed	Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia
title_sort	model hubungan amalan pengurusan kualiti, kepuasan kakitangan, kepuasan pelanggan dan pencapaian perpustakaan akademik di malaysia
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2010
url	https://etd.uum.edu.my/3854/1/s90535.pdf
_version_	1747827655309262848
spelling	my-uum-etd.38542014-03-03T01:54:55Z Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia 2010 Che Azlan, Taib Osman, Nor Hasni Ahmad, Hartini College of Business (COB) College of Business HD28-70 Management. Industrial Management Quality management practices such as ISO 9000, PKM, MBNQA and BSC are recognized as a primary quality practices in an organization to achieve a setting goal. As a social institution, organization consists of four main interrelated components; human, action, technology and environment which in the end form a complete system. This shows that a strong relationship among leadership, staff, customer and organization performance exists. However, a holistic and integrated studies on this practice is scarce. The scarcity of studies in this area leads to difficulty in tracking down studies which discuss the effectiveness of the practice empirically. Even if there are such studies, most of them focus on the relationship between AmPK and the achievement of the organization in limited areas such as customer satisfaction, financial achievement and productivity. This indicates that there is large gap which has not yet been explored in depth. This study tries to apply this phenomena based on the framework of quality management principle practice. Specifically, this study tries to prove that there is significant relationship among quality management practice (AmPK) with staff satisfaction (KepPD), customer satisfaction (KepPD) and library achievement (PenPerp). AmPK principles comprise seven components; customer-focus, management system approach, organization-supplier relationship, continuous enhancement, leadership, process and staff involvement approach. KepPD also consists of seven components i.e. efficiency of resource administration, formation of group work, appreciation\acknowledgement of staff, efficiency of top leadership, effectiveness of communication, effectiveness of training and job satisfaction. KepPL comprises five component; efficiency of staff, efficiency of library service, efficiency electronic service, appropriacy of library service and appropriacy of physical facilities. PenPerp encompasses of efficiency of human resource administration, efficiency of process, satisfaction of customer, and efficiency of supplier-organization relationship. The primary objective of the study is to develop quality management principle practice efficiency model for academic library. Thus, the unit of analysis is the library. Based on Malaysia Ministry of Higher Education online statistics, 250 libraries have been chosen as sample of the study. The choice of sample is based on stratified random sampling. Three sets of questionnaires were employed as instruments and 59% return rate has been achieved. Questionnaires were validated based on evaluation of experts and library staff, pilot study and factor analysis. The three sets of questionnaires also showed a high reliability value. Seven primary hypotheses were tested through correlation, simple and multiple regression tests and path anaylsis. The method of changing LG 10 and SORT were utilized to sort data which did not fulfill statistics test assumption such as abnormalities, non-linear, and heteroscedasticity. Findings of the study showed that the academic library AmPK average was at quite a high level and the factor analysis indicated the main critical factor was focused on customers, whereas through the weightage determination by multiple criteria the study found the critical factor is leadership. In terms of AmPK impact, hypothesis test revealed that AmPK has significant relationship to KepPD, KepPL and PenPerp. Component analysis indicated that each of the AmPK primary elements; focus on customers, relationship of organizationsupplier and continuous enhancement influences KepPD, KepPL and Penperp. Path anaylsis revealed that AmPK construct generates positive value and is significant to KepPD and Penperp at 0.01 significance level, while KepPL is also significant at 0.05 significance level. In general this study is successful since it provides inputs with implications to both theoretical and practical which encompass specific benefits to the field of management and also academic or theory. 2010 Thesis https://etd.uum.edu.my/3854/ https://etd.uum.edu.my/3854/1/s90535.pdf text eng validuser http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000767004 Ph.D. doctoral Universiti Utara Malaysia Tiga belas ribu satu ratus lapan puluh lima mohon laksana program RD&I.(15 April 2010) Berita Harian. Kuala Lumpur: 8. Abdul Aziz, J. (2004). 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