The effect of employees competencies on perceived service quality at Majlis Perbandaran Pulau Pinang
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Date
2005-05
Authors
Suhaida Bt Kamalul Ariffin
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Abstract
The aim of the study is to investigate Service Quality perceived by employees in Majlis Perbandaran Pulau Pinang (MPPP) and also to examine the relationship between employee competencies and perceived service quality. Basically it is important to undertake this research, particularly at MPPP as Malaysia is now in position to enter a new stage of high employees competencies on the new era of globalization. This study was conducted by distributing questionnaires randomly to 115 employees in MPPP. The target respondents were employees in MPPP who is ranked below Director of the department down to the clerical staff. Data collected were analyzed using Multiple Regression. The findings revealed that interpersonal skill are positively related to Perceived Service Quality and employee competencies are also significantly related to Perceived Service quality. In order to achieve competencies in MPPP, employees should be given exposure to many aspects to make them a better performer. Management style of public sector in Malaysia especially MPPP needs to be revised to more applicable in recent scenario of life.
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Keywords
Business Administration , Service Quality