Customers’ perceptions of the importance of characteristic in service organisations
This research focuses on the importance of characteristic in service organizations in Malaysia. The customers perceptions towards the bank, Telekom and the Univeristy are presented in the form of data gathered through questionnaire. The SERVQUAL instrument was developed with seven requirement dimens...
| Main Author: | |
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| Format: | Article |
| Language: | English |
| Published: |
2010
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| Online Access: | http://psasir.upm.edu.my/id/eprint/22828/ http://psasir.upm.edu.my/id/eprint/22828/1/Customers.pdf |
| _version_ | 1848844591964356608 |
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| author | Ali, Mass Hareeza |
| author_facet | Ali, Mass Hareeza |
| author_sort | Ali, Mass Hareeza |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | This research focuses on the importance of characteristic in service organizations in Malaysia. The customers perceptions towards the bank, Telekom and the Univeristy are presented in the form of data gathered through questionnaire. The SERVQUAL instrument was developed with seven requirement dimension of service quality: performance, responsiveness, credibility, reliability, courtesy tangibles and features. This study will analyse the importance of characteristic according to the dimension and the ‘assessment of specific requirements’ also being studied in the participated service organizations. Results from the research were expected to contribute new information in the development criteria and action should be taken by the management of the service organizations. |
| first_indexed | 2025-11-15T08:33:22Z |
| format | Article |
| id | upm-22828 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T08:33:22Z |
| publishDate | 2010 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-228282015-10-23T02:51:38Z http://psasir.upm.edu.my/id/eprint/22828/ Customers’ perceptions of the importance of characteristic in service organisations Ali, Mass Hareeza This research focuses on the importance of characteristic in service organizations in Malaysia. The customers perceptions towards the bank, Telekom and the Univeristy are presented in the form of data gathered through questionnaire. The SERVQUAL instrument was developed with seven requirement dimension of service quality: performance, responsiveness, credibility, reliability, courtesy tangibles and features. This study will analyse the importance of characteristic according to the dimension and the ‘assessment of specific requirements’ also being studied in the participated service organizations. Results from the research were expected to contribute new information in the development criteria and action should be taken by the management of the service organizations. 2010-06 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/22828/1/Customers.pdf Ali, Mass Hareeza (2010) Customers’ perceptions of the importance of characteristic in service organisations. Journal of Human Resource and Adult Learning, 6 (1). pp. 19-28. ISSN 1817-2105 http://www.hraljournal.com/Page/3Mass%20Hareeza%20Ali.pdf |
| spellingShingle | Ali, Mass Hareeza Customers’ perceptions of the importance of characteristic in service organisations |
| title | Customers’ perceptions of the importance of characteristic in service organisations |
| title_full | Customers’ perceptions of the importance of characteristic in service organisations |
| title_fullStr | Customers’ perceptions of the importance of characteristic in service organisations |
| title_full_unstemmed | Customers’ perceptions of the importance of characteristic in service organisations |
| title_short | Customers’ perceptions of the importance of characteristic in service organisations |
| title_sort | customers’ perceptions of the importance of characteristic in service organisations |
| url | http://psasir.upm.edu.my/id/eprint/22828/ http://psasir.upm.edu.my/id/eprint/22828/ http://psasir.upm.edu.my/id/eprint/22828/1/Customers.pdf |