Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara

The objective of this study was to determine whether there was a significant difference in the manner the employee of Inland Revenue Department (IRD) and taxpayers perceived quality and quality service provided by IRD in the Northern Region (Perak, Pulau Pinang, Kedah and Perak). At the same time t...

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Main Author:	Mat Lazim, Salleh
Format:	Thesis
Language:	eng eng
Published:	1995
Subjects:	HD62 Standardization Simplification Waste
Online Access:	https://etd.uum.edu.my/697/1/Mat_Lazim_Bin_Salleh.pdf https://etd.uum.edu.my/697/2/Mat_Lazim_Bin_Salleh_95.pdf
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id	my-uum-etd.697
record_format	uketd_dc
spelling	my-uum-etd.6972013-07-24T12:08:34Z Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara 1995 Mat Lazim, Salleh Sekolah Siswazah Sekolah Siswazah HD62 Standardization. Simplification. Waste The objective of this study was to determine whether there was a significant difference in the manner the employee of Inland Revenue Department (IRD) and taxpayers perceived quality and quality service provided by IRD in the Northern Region (Perak, Pulau Pinang, Kedah and Perak). At the same time the study attempted to examine whether the location of the IRD branch offices in these states affect the perception of quality service among both groups of respondents. The SERVQUAL instrumentation was used to measure the perception of quality service. This instrument was based on five dimension; (I) reliability, (ii) Responsiveness, (iii) assurance, (iv) empathy (v) tangibles. Based on SERVQUAL, two set of the questionnaires were developed and used with both group of respondents. The survey questionnaires were aimed to record the perception of the employees and the taxpayers regarding the quality and standard quality. Hundred eight-seven respondents from each group participated in this study. In determining the significant level of difference in the perception of both groups of respondents, six hypotheses were developed and tested. The t-test was used to test the hypotheses. Finally, the findings of this study indicated that there was a significant difference in perception of the groups. Further, the study also indicated that the location of branch offices had also affected the perception of the respondents. 1995 Thesis https://etd.uum.edu.my/697/ https://etd.uum.edu.my/697/1/Mat_Lazim_Bin_Salleh.pdf application/pdf eng validuser https://etd.uum.edu.my/697/2/Mat_Lazim_Bin_Salleh_95.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HD62 Standardization Simplification Waste
spellingShingle	HD62 Standardization Simplification Waste Mat Lazim, Salleh Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara
description	The objective of this study was to determine whether there was a significant difference in the manner the employee of Inland Revenue Department (IRD) and taxpayers perceived quality and quality service provided by IRD in the Northern Region (Perak, Pulau Pinang, Kedah and Perak). At the same time the study attempted to examine whether the location of the IRD branch offices in these states affect the perception of quality service among both groups of respondents. The SERVQUAL instrumentation was used to measure the perception of quality service. This instrument was based on five dimension; (I) reliability, (ii) Responsiveness, (iii) assurance, (iv) empathy (v) tangibles. Based on SERVQUAL, two set of the questionnaires were developed and used with both group of respondents. The survey questionnaires were aimed to record the perception of the employees and the taxpayers regarding the quality and standard quality. Hundred eight-seven respondents from each group participated in this study. In determining the significant level of difference in the perception of both groups of respondents, six hypotheses were developed and tested. The t-test was used to test the hypotheses. Finally, the findings of this study indicated that there was a significant difference in perception of the groups. Further, the study also indicated that the location of branch offices had also affected the perception of the respondents.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Mat Lazim, Salleh
author_facet	Mat Lazim, Salleh
author_sort	Mat Lazim, Salleh
title	Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara
title_short	Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara
title_full	Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara
title_fullStr	Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara
title_full_unstemmed	Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara
title_sort	perbezaan tanggapan terhadap kualiti perkhidmatan di antara kakitangan jabatan hasil dalam negeri dan pelanggan di kawasan utara
granting_institution	Universiti Utara Malaysia
granting_department	Sekolah Siswazah
publishDate	1995
url	https://etd.uum.edu.my/697/1/Mat_Lazim_Bin_Salleh.pdf https://etd.uum.edu.my/697/2/Mat_Lazim_Bin_Salleh_95.pdf
_version_	1747826976453820416

Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di Antara Kakitangan Jabatan Hasil Dalam Negeri Dan Pelanggan Di Kawasan Utara

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