The impact of service quality on organizational performance. Does market orientation matter?
This study tries to examine the relationship between service quality and market orientation and their impact towards organizational per formance. A total of 175 sets of questionnaires were distributed to the employees of the selected organizations in Kuching, and 92%...
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| Format: | Final Year Project Report / IMRAD |
| Language: | English |
| Published: |
Universiti Malaysia Sarawak, UNIMAS
2009
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/6482/ http://ir.unimas.my/id/eprint/6482/8/Liew%20Sin%20Yean.pdf |
| Summary: | This study tries to examine the relationship between service quality and market
orientation and their impact towards organizational per
formance.
A total of 175 sets of
questionnaires were distributed to the employees of the selected organizations in
Kuching, and 92% of it, which is 161, was returned.
The results show that service
quality has a significant effect on organizational performa
nce and market orientation.
Market orientation also has a significant effect on organizational performance. In
addition, this study found that market orientation will moderate the relationship between
service quality and organizational performance.
There i
s still a shortage of research
studying the impact of market orientation as a moderator on the relationship between
service quality and organizational performance. Thus, this study contributes a significant
knowledge to the service industry. |
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