Market orientation, service quality and organizational performance in service organizations in Malaysia
Purpose – This study seeks to examine the relationship between market orientation, service quality, and their impact towards organizational performance. Design/methodology/approach – A total of 175 sets of structured questionnaires were distributed to managers of 175 service organizations in the...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Emerald Group Publishing Limited
2011
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/16693/ http://ir.unimas.my/id/eprint/16693/1/Ramayah.pdf |
| _version_ | 1848838116935204864 |
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| author | T., Ramayah Nusrah, Samat Lo, May-Chiun |
| author_facet | T., Ramayah Nusrah, Samat Lo, May-Chiun |
| author_sort | T., Ramayah |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | Purpose – This study seeks to examine the relationship between market orientation, service quality,
and their impact towards organizational performance.
Design/methodology/approach – A total of 175 sets of structured questionnaires were distributed
to managers of 175 service organizations in the northern region of Malaysia, and only 57.71 percent of
it, which is 101, was returned.
Findings – The results show that market orientation has a significant effect on organizational
performance and service quality. Also, service quality has a significant effect on organizational
performance. Interestingly, this study found that service quality partially mediates the relationship
between market orientation and organizational performance.
Research limitations/implications – In order to be more generalized to the service industry,
a wider sample with multiple responses from different individuals and management levels can be used
for any future study. The same study can also be done by including other mediating or even
moderating variables.
Practical implications – There is still a shortage of research studying the impact of service quality
as a mediator on the relationship between market orientation and organizational performance. Thus,
this study contributes a significant knowledge to the service industry.
Originality/value – This study adds to the literature by bridging the gap and showing the importance
of market orientation in service organizations. It also provides some theoretical contributions to the
development of market orientation in relation to service quality and organizational performance. |
| first_indexed | 2025-11-15T06:50:27Z |
| format | Article |
| id | unimas-16693 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T06:50:27Z |
| publishDate | 2011 |
| publisher | Emerald Group Publishing Limited |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-166932021-07-05T13:01:33Z http://ir.unimas.my/id/eprint/16693/ Market orientation, service quality and organizational performance in service organizations in Malaysia T., Ramayah Nusrah, Samat Lo, May-Chiun H Social Sciences (General) Purpose – This study seeks to examine the relationship between market orientation, service quality, and their impact towards organizational performance. Design/methodology/approach – A total of 175 sets of structured questionnaires were distributed to managers of 175 service organizations in the northern region of Malaysia, and only 57.71 percent of it, which is 101, was returned. Findings – The results show that market orientation has a significant effect on organizational performance and service quality. Also, service quality has a significant effect on organizational performance. Interestingly, this study found that service quality partially mediates the relationship between market orientation and organizational performance. Research limitations/implications – In order to be more generalized to the service industry, a wider sample with multiple responses from different individuals and management levels can be used for any future study. The same study can also be done by including other mediating or even moderating variables. Practical implications – There is still a shortage of research studying the impact of service quality as a mediator on the relationship between market orientation and organizational performance. Thus, this study contributes a significant knowledge to the service industry. Originality/value – This study adds to the literature by bridging the gap and showing the importance of market orientation in service organizations. It also provides some theoretical contributions to the development of market orientation in relation to service quality and organizational performance. Emerald Group Publishing Limited 2011 Article PeerReviewed text en http://ir.unimas.my/id/eprint/16693/1/Ramayah.pdf T., Ramayah and Nusrah, Samat and Lo, May-Chiun (2011) Market orientation, service quality and organizational performance in service organizations in Malaysia. Asia-Pacific Journal of Business Administration, 3 (1). pp. 8-27. ISSN 1757-4323 http://www.emeraldinsight.com/doi/full/10.1108/17574321111116379 DOI 10.1108/17574321111116379 |
| spellingShingle | H Social Sciences (General) T., Ramayah Nusrah, Samat Lo, May-Chiun Market orientation, service quality and organizational performance in service organizations in Malaysia |
| title | Market orientation, service quality and organizational
performance in service organizations in Malaysia |
| title_full | Market orientation, service quality and organizational
performance in service organizations in Malaysia |
| title_fullStr | Market orientation, service quality and organizational
performance in service organizations in Malaysia |
| title_full_unstemmed | Market orientation, service quality and organizational
performance in service organizations in Malaysia |
| title_short | Market orientation, service quality and organizational
performance in service organizations in Malaysia |
| title_sort | market orientation, service quality and organizational
performance in service organizations in malaysia |
| topic | H Social Sciences (General) |
| url | http://ir.unimas.my/id/eprint/16693/ http://ir.unimas.my/id/eprint/16693/ http://ir.unimas.my/id/eprint/16693/ http://ir.unimas.my/id/eprint/16693/1/Ramayah.pdf |