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Customer Focus Among Education Service Officers in Perak

Yam, Weng Kong (1996) Customer Focus Among Education Service Officers in Perak. Masters thesis, Universiti Utara Malaysia.

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This project investigated customer focus among education service officers in Ferak. The instrument was based on the Development Administration Circular 1992 of the Prime Minister’ Department in regard to the adoption of TQM in public sector. The major area for investigation was customer focus along identifying the customer and identifying requirement of the customers. A total of 458 secondary school teachers and lecturers including administrators from 21 schools and colleges in the State of Perak were surveyed through the administering of questionnaires by convenience sampling. The result showed that only about 20% of the respondents knew fully who their internal customers and external customers were. The level of
customer focus in relation to service quality factors was generally high. However, regrouping of the nineteen service qualities according to the categories of customers revealed more information. Service qualities that were required by administrators scored higher than those required by students, parents and teachers. Service qualities desired by teachers was given the least attention by teachers themselves. This was the general trend discovered in this
study. T-test and ANOVA were used to confirm this trend among different groups of respondents. The result of this study therefore also disproved the common belief that TQM is not necessary because what TQM advocates are already done in our schools and colleges. Recommendations were suggested to correct and to improve the effectiveness of schools and colleges through better and more relevant customer focus.

Item Type: Thesis (Masters)
Supervisor : UNSPECIFIED
Item ID: 1511
Uncontrolled Keywords: Total Quality Managment, Customer Focus, Civil Servants, Education Service Officers, Perak
Subjects: J Political Science > JF Political institutions (General)
Divisions: Faculty and School System > Sekolah Siswazah
Date Deposited: 18 Jan 2010 03:59
Last Modified: 24 Jul 2013 12:12
Department: Graduate School
URI: https://etd.uum.edu.my/id/eprint/1511

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