Measuring service quality towards organizational performance using SERVQUAL model appoaches / Wan Nurul Aziera Ameera Wan Mohamad Tahir

Service quality and organization performance are two elements that are very important concepts which the organization must understand if they are to grow and remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers’ perspective so as to understand their needs and satisfy them. Service quality is considered to be very critical to any modern business because it contributes higher customer satisfaction, profitability, reduced cost, improved customer loyalty and retention. This study aim to discuss the relation of service quality and organizational performance with quantitative questionnaire survey was designed and distributed to 384 respondents using a convenience sampling technique at Selangor Road Transport Department (JPJ), Padang Jawa Shah Alam, Selangor. Service quality is regarded as the independent variable, organizational performance as the dependent variable and gender as moderator to discuss the correlation. The data are analyzed with Pearson Correlation and Multiple Regression for the following research conclusion. (1) Service quality has positive relationship with organizational performance (2) Empathy was the most elements in SERVQUAL that associated with organizational performance in service quality and lastly (3) Gender does not moderate the relationship between SERVQUAL Model and organizational performance in Selangor Road Transport Department (JPJ). The research hopes that this issue could be done on a different perspective, a larger sample size and most important to do it in a qualitative methodology to reduce restriction of answer from respondents.