The relationship between service climate and organizational performance in Malaysian higher education institutions

The relationship between service climate and organizational performance in Malaysian higher education institutions

The objective of this study is to investigate the relationship between service climate dimensions and organizational performance and to what extent these dimensions influence organizational performance. A total of 103 samples were collected from three public universities in Northern Malaysia. The re...

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Main Author: Jabbar, Ali Abdulridha
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HD58.7 Organizational Behavior.
Online Access:https://etd.uum.edu.my/5577/1/s816176_01.pdf
https://etd.uum.edu.my/5577/2/s816176_02.pdf
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id my-uum-etd.5577
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Abdullah, Haim Hilman
topic HD58.7 Organizational Behavior.
spellingShingle HD58.7 Organizational Behavior.
Jabbar, Ali Abdulridha
The relationship between service climate and organizational performance in Malaysian higher education institutions
description The objective of this study is to investigate the relationship between service climate dimensions and organizational performance and to what extent these dimensions influence organizational performance. A total of 103 samples were collected from three public universities in Northern Malaysia. The respondents were employees of the universities and t-test, ANOVA, and multiple regression was used to analyse data. The result of the study reveals significant relationship between the three dimensions of service climate and the organizational performance of universities’ employees. According to the regression results, it was also visible that overall service climate has a significant relationship with organizational performance. Besides, when each dimension tested separately, customer orientation (CO) dimension has found a significant relationship with organizational performance. It is indicating that customer orientation has a strong influence on organizational performance. Other two dimensions work facilitation (WF) and managerial support (MS) found an insignificant relationship with organizational performance because their low beta value indicated so. Also, t-test reveals that there is no mean difference of organizational performance in respect of male and female respondents. The significance of this study is to develop motivated workforce by deploying an inspiring service climate to ensure the superior institutional performance
format Thesis
qualification_name masters
qualification_level Master's degree
author Jabbar, Ali Abdulridha
author_facet Jabbar, Ali Abdulridha
author_sort Jabbar, Ali Abdulridha
title The relationship between service climate and organizational performance in Malaysian higher education institutions
title_short The relationship between service climate and organizational performance in Malaysian higher education institutions
title_full The relationship between service climate and organizational performance in Malaysian higher education institutions
title_fullStr The relationship between service climate and organizational performance in Malaysian higher education institutions
title_full_unstemmed The relationship between service climate and organizational performance in Malaysian higher education institutions
title_sort relationship between service climate and organizational performance in malaysian higher education institutions
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2015
url https://etd.uum.edu.my/5577/1/s816176_01.pdf
https://etd.uum.edu.my/5577/2/s816176_02.pdf
_version_ 1747827953557831680
spelling my-uum-etd.55772021-03-18T08:17:22Z The relationship between service climate and organizational performance in Malaysian higher education institutions 2015 Jabbar, Ali Abdulridha Abdullah, Haim Hilman Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD58.7 Organizational Behavior. The objective of this study is to investigate the relationship between service climate dimensions and organizational performance and to what extent these dimensions influence organizational performance. A total of 103 samples were collected from three public universities in Northern Malaysia. The respondents were employees of the universities and t-test, ANOVA, and multiple regression was used to analyse data. The result of the study reveals significant relationship between the three dimensions of service climate and the organizational performance of universities’ employees. According to the regression results, it was also visible that overall service climate has a significant relationship with organizational performance. Besides, when each dimension tested separately, customer orientation (CO) dimension has found a significant relationship with organizational performance. It is indicating that customer orientation has a strong influence on organizational performance. Other two dimensions work facilitation (WF) and managerial support (MS) found an insignificant relationship with organizational performance because their low beta value indicated so. Also, t-test reveals that there is no mean difference of organizational performance in respect of male and female respondents. The significance of this study is to develop motivated workforce by deploying an inspiring service climate to ensure the superior institutional performance 2015 Thesis https://etd.uum.edu.my/5577/ https://etd.uum.edu.my/5577/1/s816176_01.pdf text eng public https://etd.uum.edu.my/5577/2/s816176_02.pdf text eng public masters masters Universiti Utara Malaysia Ali, M. H. and Musah, B. M. (2012). Investigating of Malaysian higher education quality culture and workforce performance. Quality Assurance in Education, 20(3), 289-309. Avery, G. C. (2004). Understanding Leadership: Paradigms and Cases, Sage, London. Albrecht &Zemke.(2001) Jun, M., Cai, S., & Shin, H. (2006). TQM practice in maquiladora: Antecedents of employee satisfaction and loyalty. Journal of Operations Management, 24(1), 791-812. Arambewela, R., & Hall, J. (2009). An empirical model of international student satisfaction. Asia Pacific Journal of Marketing and Logistics, 21(4), 555-569. Atkinson, A. A., Waterhouse, J. 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