Factors affecting counter service quality of Lembaga Hasil Dalam Negeri Malaysia (lhdnm), Cheras branch

Service quality is among the issue that organization need to face especially organization that oriented towards service. Service quality will reflect the organization whether they have achieved the required quality or not, set by the organization and customers expectation. This study focusses on to identify the factors that affects the
service quality of LHDNM counter at Cheras Branch. The factors studied are counter service time, counter facilities and layout, and counter officers’ performance. The factor studied was based on counter service quality. The study was executed by collecting the data through the set of questionnaires related to the counter service
quality from customers who are the taxpayer from LHDNM, Cheras Branch. 200 sets of questionnaires were distributed, and 170 taxpayers responded to the questionnaire. The data was analysed using SPSS. Result from the analysis showed that factors being
studied which are service time, facilities and layout, and officers’ performance has the significant relationship with the counter service quality. This means, those factors are important to determine the counter service quality. Practical/theoretical implication – to understand the nature of the relationship between service time, facilities and layout, and officers’ performance would enable the academics and organisations to reflect critically on counter service quality as to enhance the factors and to ensure the evaluation and successful adoption of service quality into the counter system.