Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia

This study investigates and tries to understand the relationship between excellent quality management practices with the internal customer satisfaction and organisational performance in local authorities. The concept of excellent quality management practices is operationalized by the following cons...

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Main Author:	Khairul Anuar, Mohd. Ali
Format:	Thesis
Language:	eng eng
Published:	2002
Subjects:	HD28-70 Management Industrial Management
Online Access:	https://etd.uum.edu.my/549/1/KHAIRUL_ANUAR_MOHD._ALI.pdf https://etd.uum.edu.my/549/2/KHAIRUL_ANUAR_MOHD._ALI.pdf
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id	my-uum-etd.549
record_format	uketd_dc
spelling	my-uum-etd.5492013-07-24T12:07:48Z Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia 2002 Khairul Anuar, Mohd. Ali Sekolah Siswazah Sekolah Siswazah HD28-70 Management. Industrial Management This study investigates and tries to understand the relationship between excellent quality management practices with the internal customer satisfaction and organisational performance in local authorities. The concept of excellent quality management practices is operationalized by the following constructs: top management influence, focus towards customers, focus towards workers, quality training, suppliers relationship, information and communication technology, as well as process management. A research framework was developed and twenty-four hypotheses were posited and tested. Data was collected using self-administered personal interviews aided by structured questionnaires. This study employed disproportionate stratified random sampling procedure for the process of selecting sampling units for inclusion in the sample. Three hundred and ten respondents from eighty organizations in Peninsular Malaysia participated in this study. Statistical analyses used were the Pearson correlation, one-way ANOVA, multiple regression and path analysis. Descriptive statistics were also employed. The results revealed that each of the excellent quality management practices construct has a significant relationship with internal customer satisfaction and organisational performance. Using multiple regression analysis, the predictor variables indicated 38.5 percent of variance in the internal customer satisfaction for the direct relationship. Whereas, for the relationship between the predictor variables and the organisational performance there was a 35.8 percent of variance explained. Using the path analysis, predictor variables showed 41.4 percent of variance explained for the indirect relationship with the organisational performance through internal customer satisfaction. Amongst the constructs, top management influence, focus towards workers, and information and communication technology have significant and positive relationship with organisational performance through internal customer satisfaction. Whereas, suppliers relationship and process management have significant but negative relationship towards the organisational performance through internal customer satisfaction. Therefore, these five variables deserve to be monitored and tailored appropriately in order to enhance organisational performance through internal customer satisfaction. Results from the path analysis also revealed that the internal customer satisfaction as an intervening variable, has significantly increased in the variance explained in organisational performance. In conclusion, this study provides an insight into further understanding on how to enhance organisational performance by implementing excellent quality management practices and simultaneously give due emphasis on the internal customer satisfaction. 2002 Thesis https://etd.uum.edu.my/549/ https://etd.uum.edu.my/549/1/KHAIRUL_ANUAR_MOHD._ALI.pdf application/pdf eng validuser https://etd.uum.edu.my/549/2/KHAIRUL_ANUAR_MOHD._ALI.pdf application/pdf eng public Ph.D. doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Khairul Anuar, Mohd. Ali Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia
description	This study investigates and tries to understand the relationship between excellent quality management practices with the internal customer satisfaction and organisational performance in local authorities. The concept of excellent quality management practices is operationalized by the following constructs: top management influence, focus towards customers, focus towards workers, quality training, suppliers relationship, information and communication technology, as well as process management. A research framework was developed and twenty-four hypotheses were posited and tested. Data was collected using self-administered personal interviews aided by structured questionnaires. This study employed disproportionate stratified random sampling procedure for the process of selecting sampling units for inclusion in the sample. Three hundred and ten respondents from eighty organizations in Peninsular Malaysia participated in this study. Statistical analyses used were the Pearson correlation, one-way ANOVA, multiple regression and path analysis. Descriptive statistics were also employed. The results revealed that each of the excellent quality management practices construct has a significant relationship with internal customer satisfaction and organisational performance. Using multiple regression analysis, the predictor variables indicated 38.5 percent of variance in the internal customer satisfaction for the direct relationship. Whereas, for the relationship between the predictor variables and the organisational performance there was a 35.8 percent of variance explained. Using the path analysis, predictor variables showed 41.4 percent of variance explained for the indirect relationship with the organisational performance through internal customer satisfaction. Amongst the constructs, top management influence, focus towards workers, and information and communication technology have significant and positive relationship with organisational performance through internal customer satisfaction. Whereas, suppliers relationship and process management have significant but negative relationship towards the organisational performance through internal customer satisfaction. Therefore, these five variables deserve to be monitored and tailored appropriately in order to enhance organisational performance through internal customer satisfaction. Results from the path analysis also revealed that the internal customer satisfaction as an intervening variable, has significantly increased in the variance explained in organisational performance. In conclusion, this study provides an insight into further understanding on how to enhance organisational performance by implementing excellent quality management practices and simultaneously give due emphasis on the internal customer satisfaction.
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Khairul Anuar, Mohd. Ali
author_facet	Khairul Anuar, Mohd. Ali
author_sort	Khairul Anuar, Mohd. Ali
title	Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia
title_short	Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia
title_full	Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia
title_fullStr	Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia
title_full_unstemmed	Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia
title_sort	hubungan amalan pengurusan kualiti cemerlang dengan kepuasan pelanggan dalaman dan prestasi organisasi pihak berkuasa tempatan di semenanjung malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Sekolah Siswazah
publishDate	2002
url	https://etd.uum.edu.my/549/1/KHAIRUL_ANUAR_MOHD._ALI.pdf https://etd.uum.edu.my/549/2/KHAIRUL_ANUAR_MOHD._ALI.pdf
_version_	1747826941441867776

Hubungan Amalan Pengurusan Kualiti Cemerlang Dengan Kepuasan Pelanggan Dalaman Dan Prestasi Organisasi Pihak Berkuasa Tempatan Di Semenanjung Malaysia

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