Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch

Service quality is among the issue that organization need to face especially organization that oriented towards service. Service quality will reflect the organization whether they have achieved the required quality or not, set by the organization and customers expectation. This study focusses on to...

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Main Author:	Ahmad, Mohamad Fadil
Format:	Thesis
Language:	eng eng eng
Published:	2019
Subjects:	HF5546-5548.6 Office Management
Online Access:	https://etd.uum.edu.my/9612/1/s821424_01.pdf https://etd.uum.edu.my/9612/2/s821424_02.pdf https://etd.uum.edu.my/9612/3/s821424_references.docx
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id	my-uum-etd.9612
record_format	uketd_dc
spelling	my-uum-etd.96122022-07-12T07:29:54Z Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch 2019 Ahmad, Mohamad Fadil Sawandi, Norfaiezah Tunku Puteri Intan Safinaz School of Accountancy (TISSA) Tunku Puteri Intan Safinaz School of Accountancy (TISSA) HF5546-5548.6 Office Management Service quality is among the issue that organization need to face especially organization that oriented towards service. Service quality will reflect the organization whether they have achieved the required quality or not, set by the organization and customers expectation. This study focusses on to identify the factors that affects the service quality of LHDNM counter at Cheras Branch. The factors studied are counter service time, counter facilities and layout, and counter officers’ performance. The factor studied was based on counter service quality. The study was executed by collecting the data through the set of questionnaires related to the counter service quality from customers who are the taxpayer from LHDNM, Cheras Branch. 200 sets of questionnaires were distributed, and 170 taxpayers responded to the questionnaire. The data was analysed using SPSS. Result from the analysis showed that factors being studied which are service time, facilities and layout, and officers’ performance has the significant relationship with the counter service quality. This means, those factors are important to determine the counter service quality. Practical/theoretical implication – to understand the nature of the relationship between service time, facilities and layout, and officers’ performance would enable the academics and organisations to reflect critically on counter service quality as to enhance the factors and to ensure the evaluation and successful adoption of service quality into the counter system. 2019 Thesis https://etd.uum.edu.my/9612/ https://etd.uum.edu.my/9612/1/s821424_01.pdf text eng public https://etd.uum.edu.my/9612/2/s821424_02.pdf text eng public https://etd.uum.edu.my/9612/3/s821424_references.docx text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Sawandi, Norfaiezah
topic	HF5546-5548.6 Office Management
spellingShingle	HF5546-5548.6 Office Management Ahmad, Mohamad Fadil Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch
description	Service quality is among the issue that organization need to face especially organization that oriented towards service. Service quality will reflect the organization whether they have achieved the required quality or not, set by the organization and customers expectation. This study focusses on to identify the factors that affects the service quality of LHDNM counter at Cheras Branch. The factors studied are counter service time, counter facilities and layout, and counter officers’ performance. The factor studied was based on counter service quality. The study was executed by collecting the data through the set of questionnaires related to the counter service quality from customers who are the taxpayer from LHDNM, Cheras Branch. 200 sets of questionnaires were distributed, and 170 taxpayers responded to the questionnaire. The data was analysed using SPSS. Result from the analysis showed that factors being studied which are service time, facilities and layout, and officers’ performance has the significant relationship with the counter service quality. This means, those factors are important to determine the counter service quality. Practical/theoretical implication – to understand the nature of the relationship between service time, facilities and layout, and officers’ performance would enable the academics and organisations to reflect critically on counter service quality as to enhance the factors and to ensure the evaluation and successful adoption of service quality into the counter system.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Ahmad, Mohamad Fadil
author_facet	Ahmad, Mohamad Fadil
author_sort	Ahmad, Mohamad Fadil
title	Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch
title_short	Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch
title_full	Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch
title_fullStr	Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch
title_full_unstemmed	Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch
title_sort	factors affecting counter service quality of lembaga hasil dalam negeri malaysia (lhdnm), cheras branch
granting_institution	Universiti Utara Malaysia
granting_department	Tunku Puteri Intan Safinaz School of Accountancy (TISSA)
publishDate	2019
url	https://etd.uum.edu.my/9612/1/s821424_01.pdf https://etd.uum.edu.my/9612/2/s821424_02.pdf https://etd.uum.edu.my/9612/3/s821424_references.docx
_version_	1747828633408372736

Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch

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