The relationship between quality training practices and internal customer satisfaction: An empirical study in Malaysian local authorities / Khairul Anuar Mohd Ali

Mohd Ali, Khairul Anuar (2004) The relationship between quality training practices and internal customer satisfaction: An empirical study in Malaysian local authorities / Khairul Anuar Mohd Ali. In: STSS 2004 : Prosiding Seminar Kebangsaan Sains Teknologi & Sains Sosial / Jilid 2 : Sains Sosial, 31 Mei – 1 Jun 2004, Hotel Vistana, Kuantan, Pahang.

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Abstract

This study examines the relationship between quality training practices and the internal customer satisfaction of the local authorities in Peninsular Malaysia. Three hundred twenty managers from eighty organizations participated in this study. Disproportionate stratified random sampling was used as the sampling technique from the population frame and the data were gathered through self administered structured questionnaires. Employing regression analysis, the results revealed that quality training practices has positive association with the internal customer satisfaction. Thus, in order to achieve superior level of internal customer satisfaction, the local authorities need to address correspondingly to the issue.

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Item Type: Conference or Workshop Item (Paper)
Creators:
Creators
Email
Mohd Ali, Khairul Anuar
kabma@pkrisc.cc.ukm.my
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Organizational effectiveness. Performance measurement
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Consumer satisfaction > Malaysia
Divisions: Universiti Teknologi MARA, Pahang > Jengka Campus
Event Title: STSS 2004 : Prosiding Seminar Kebangsaan Sains Teknologi & Sains Sosial / Jilid 2 : Sains Sosial
Event Dates: 31 Mei – 1 Jun 2004
Page Range: pp. 108-113
Item ID: 42696
Uncontrolled Keywords: Quality, Training, Local authorities, Internal customer, Satisfaction
URI: https://ir.uitm.edu.my/id/eprint/42696

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42696

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