The relationship between service quality and employee satisfaction at Institut Jantung Negara (IJN) / Nor Syuhada Makhtar

This research was conducted to find and get a better understanding of service quality dimension s by identify which of the live dimensions of service quality (SERVQUAL) has the greatest influence on employees' satisfaction , level of employees' satisfaction and to examine the relationship between service quality and employees ' satisfaction with the services offered by the institute Jantung Negara (IJN). SERVQUAL model is used to measure service quality and employees' satisfaction. The five of SERVQUAL consists of tangibles, reliability, responsiveness, assurance and empathy are the identified independent variables, while employees' satisfaction as the identified dependent variable. The questionnaires were filled by the staff of Institute Jantung Negara (IJN) where the questionnaires were sent to the departments in Institute Jantung Negara (IJN). Convenient sampling method was used to determine the sample size and l 00 respondents had given their prompt feedback within the suggested time frame.