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The relationship between service climate and organizational performance in Malaysian higher education institutions

Jabbar, Ali Abdulridha (2015) The relationship between service climate and organizational performance in Malaysian higher education institutions. Masters thesis, Universiti Utara Malaysia.

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The objective of this study is to investigate the relationship between service climate dimensions and organizational performance and to what extent these dimensions influence organizational performance. A total of 103 samples were collected from three public universities in Northern Malaysia. The respondents were employees of the universities and t-test, ANOVA, and multiple regression was used to analyse data. The result of the study reveals significant relationship between the three dimensions of service climate and the organizational performance of universities’ employees. According to the regression results, it was also visible that overall service climate has a significant relationship with organizational performance. Besides, when each dimension tested separately, customer orientation (CO) dimension has found a significant relationship with organizational performance. It is indicating that customer orientation has a strong influence on organizational performance. Other two dimensions work facilitation (WF) and managerial support (MS) found an insignificant relationship with organizational performance because their low beta value indicated so. Also, t-test reveals that there is no mean difference of organizational performance in respect of male and female respondents. The significance of this study is to develop motivated workforce by deploying an inspiring service climate to ensure the superior institutional performance

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service climate, work facilitation, customer orientation, managerial support, and organizational performance
Subjects: H Social Sciences > HD Industries. Land use. Labor. > HD58.7 Organizational Behavior.
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 10 Apr 2016 02:30
Last Modified: 10 Apr 2016 06:33
URI: http://etd.uum.edu.my/id/eprint/5577

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