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Peranan Konsultasi Perkhidmatan dan Latihan (PL) Dalam Meningkatkan Prestasi di Jabatan Kastam: Satu Kajian Kes di Cawangan Pengurusan Korporat Kastam Diraja Malaysia Pulau Pinang.

Mohd Shukri, Abdul Wahab (2006) Peranan Konsultasi Perkhidmatan dan Latihan (PL) Dalam Meningkatkan Prestasi di Jabatan Kastam: Satu Kajian Kes di Cawangan Pengurusan Korporat Kastam Diraja Malaysia Pulau Pinang. Masters thesis, Universiti Utara Malaysia.

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Abstract

The purpose of this study is to identify the consultation practices that explains the variance in consultation performance among Royal Custom Department of Malaysia, in Penang. Besides that, the other purpose of this study is to identify the level of consultation performance and its relationships on consultation practices through demographic factors. The instrument used to measure dependent and independent variables was developed based on previous study. The dependent variable is the consultation performance (Chang and Williams, 1999). The consultation practices is the independent variable which consists of commitment and vision (Jonker 1995; Lambert, 1993,1997 and Minster, 1993,1997), client relationship (Mitchell, 1995), easy to make business (Jonker et. al., 1995), consultation characteristic (Pottingger, 1998). 320 questionnaires were distributed to personels in the Penang Custom head division according to their programmes intersession 2004/2006. 300 questionnaires were returned back to the researcher and the data gathered was analyzed using the Statistical Package for Social Science (SPSS). The analysis further showed significant difference on consultation practices based on group. The result of regression analysis showed that the consultation personality and commitment and vision affect the consultation performance. Based on these findings, consultation personality factors are the critical dimension and vision should be instilled so as to arouse customs' interest on strategic vision and therefore, helps the nation for excellency in future.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Consultation Performance, Service Quality, Social Psychology, Personality Behavior
Subjects: H Social Sciences > HD Industries. Land use. Labor. > HD61 Risk Management
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 18 Jun 2009 04:12
Last Modified: 24 Jul 2013 12:05
URI: http://etd.uum.edu.my/id/eprint/80

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