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

Makhtar, Nor Syuhada (2015) The relationship between service quality and employee satisfaction at Institut Jantung Negara (IJN) / Nor Syuhada Makhtar. Degree thesis, Universiti Teknologi MARA, Kelantan.

Abstract

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.

Metadata

Item Type: Thesis (Degree)
Creators:
Creators
Email / ID Num.
Makhtar, Nor Syuhada
UNSPECIFIED
Contributors:
Contribution
Name
Email / ID Num.
Advisor
Mislan, Ayuffeirah
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Personnel management. Employment management > Goal setting in personnel management
H Social Sciences > HF Commerce > Personnel management. Employment management > Incentives. Incentive awards
H Social Sciences > HF Commerce > Personnel management. Employment management > Employee motivation
Divisions: Universiti Teknologi MARA, Kelantan > Machang Campus > Faculty of Business and Management
Programme: Bachelor in Office System Management (Hons.)
Keywords: Service quality, employee satisfaction, independent variables
Date: 2015
URI: https://ir.uitm.edu.my/id/eprint/69923
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