Customers’ perspectives on improving service performance of program coordination: a case study in C.M. Management (Sarawak) Sdn. Bhd./ Ahmad Rozanie Roslan

The purpose ofthis study was to explore on the depths of customer expectations towards improving service performance of training program coordination in C.M. Management (Sarawak) Sdn. Bhd. or CMM. The main objectives ofthis study were:- i) To analyze the possible factors that can contribute towards improving coordination of programs in order for it to be more interesting; ii) To determine the degree of customer expectation on the service performance for program coordination at C.M. Management. 83 respondents were involved in this study. Gray’s 1998 version of hypotheses-instrument of ‘market-oriented service performance ’ was used to measure the respondents’ degree of expectations. Statistics involved in this study were basically those offrequency distributions, percentage, mean, /-test and One-Way ANOVA.