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Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia

Che Azlan, Taib (2010) Model Hubungan Amalan Pengurusan Kualiti, Kepuasan Kakitangan, Kepuasan Pelanggan dan Pencapaian Perpustakaan Akademik di Malaysia. PhD. thesis, Universiti Utara Malaysia.

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Quality management practices such as ISO 9000, PKM, MBNQA and BSC are recognized as a primary quality practices in an organization to achieve a setting goal. As a social
institution, organization consists of four main interrelated components; human, action, technology and environment which in the end form a complete system. This shows that a strong relationship among leadership, staff, customer and organization performance exists. However, a holistic and integrated studies on this practice is scarce. The scarcity of studies in this area leads to difficulty in tracking down studies which discuss the effectiveness of the
practice empirically. Even if there are such studies, most of them focus on the relationship between AmPK and the achievement of the organization in limited areas such as customer satisfaction, financial achievement and productivity. This indicates that there is large gap
which has not yet been explored in depth. This study tries to apply this phenomena based on the framework of quality management principle practice. Specifically, this study tries to prove that there is significant relationship among quality management practice (AmPK) with staff satisfaction (KepPD), customer satisfaction (KepPD) and library achievement (PenPerp). AmPK principles comprise seven components; customer-focus, management system approach, organization-supplier relationship, continuous enhancement, leadership, process and staff involvement approach. KepPD also consists of seven components i.e. efficiency of resource administration, formation of group work,
appreciation\acknowledgement of staff, efficiency of top leadership, effectiveness of communication, effectiveness of training and job satisfaction. KepPL comprises five
component; efficiency of staff, efficiency of library service, efficiency electronic service, appropriacy of library service and appropriacy of physical facilities. PenPerp encompasses of efficiency of human resource administration, efficiency of process, satisfaction of
customer, and efficiency of supplier-organization relationship. The primary objective of the study is to develop quality management principle practice efficiency model for academic library. Thus, the unit of analysis is the library. Based on Malaysia Ministry of Higher Education online statistics, 250 libraries have been chosen as sample of the study. The choice of sample is based on stratified random sampling. Three sets of questionnaires were employed as instruments and 59% return rate has been achieved. Questionnaires were validated based on evaluation of experts and library staff, pilot study and factor analysis.
The three sets of questionnaires also showed a high reliability value. Seven primary hypotheses were tested through correlation, simple and multiple regression tests and path anaylsis. The method of changing LG 10 and SORT were utilized to sort data which did not fulfill statistics test assumption such as abnormalities, non-linear, and heteroscedasticity. Findings of the study showed that the academic library AmPK average was at quite a high level and the factor analysis indicated the main critical factor was focused on customers, whereas through the weightage determination by multiple criteria the study found the critical factor is leadership. In terms of AmPK impact, hypothesis test revealed that AmPK has significant relationship to KepPD, KepPL and PenPerp. Component analysis indicated that each of the AmPK primary elements; focus on customers, relationship of organizationsupplier
and continuous enhancement influences KepPD, KepPL and Penperp. Path anaylsis revealed that AmPK construct generates positive value and is significant to KepPD and
Penperp at 0.01 significance level, while KepPL is also significant at 0.05 significance level. In general this study is successful since it provides inputs with implications to both theoretical and practical which encompass specific benefits to the field of management and
also academic or theory.

Item Type: Thesis (PhD.)
Supervisor : Osman, Nor Hasni and Ahmad, Hartini
Item ID: 3854
Subjects: H Social Sciences > HD Industries. Land use. Labor. > HD28-70 Management. Industrial Management
Divisions: College of Business (COB)
Date Deposited: 03 Mar 2014 01:54
Last Modified: 03 Mar 2014 01:54
Department: College of Business
Name: Osman, Nor Hasni and Ahmad, Hartini
URI: https://etd.uum.edu.my/id/eprint/3854

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