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Customers’ perceptions of the importance of characteristic in service organisations


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


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.

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Additional Metadata

Item Type: Article
Divisions: Faculty of Economics and Management
Keywords: Service organizations; Perception; Customer
Depositing User: Nabilah Mustapa
Date Deposited: 27 Jul 2015 04:25
Last Modified: 23 Oct 2015 02:51
URI: http://psasir.upm.edu.my/id/eprint/22828
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