Reengineering carter instrument for islamic non profit organization / Erlane K Ghani and Jamaliah Said

Ghani, Erlane K and Said, Jamaliah (2012) Reengineering carter instrument for islamic non profit organization / Erlane K Ghani and Jamaliah Said. Research Reports. Research Management Institute (RMI), Shah Alam. (Unpublished)

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Abstract

This study examines the service quality performance measurement tools introduced in the previous literature. This study, subsequently propose a new performance measurement tool engineered from the best performance measurement tool that fit into the Islamic perspective within the non-profit organisations. Using content analysis, this study assesses relative strengths and weaknesses of five performance measurement tools in order to determine which instrument would best fit in the Islamic non-profit organisation perspective. The results of the analysis show that most studies have relied on SERVQUAL. (1985). Further review shows that the potential best fit model that could adapt to Islamic non-profit organisation is Carter Instrument. This study subsequently re-engineered Carter Instrument to develop INOPERF (Islamic Non-profit Organisation PERFormance). The findings in this study provide guidelines to Islamic non-profit organisations in Malaysia to measure service quality.

Item Type: Monograph (Research Reports)
Creators:
CreatorsEmail
Ghani, Erlane KUNSPECIFIED
Said, JamaliahUNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Organization
Divisions: Research Management Institute (RMI)
Item ID: 21744
Uncontrolled Keywords: Reengineering carter instrument; Islamic non profit organization
Last Modified: 03 Oct 2018 06:33
Depositing User: Staf Pendigitalan 2
URI: http://ir.uitm.edu.my/id/eprint/21744

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