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https://ptsldigital.ukm.my/jspui/handle/123456789/513706| Title: | The mediating effect of soft factors towards the relationship between service quality and organisational performance among Malaysian polytechnic heads of department |
| Authors: | Sulaiman Mohammed Khalid (ZP02945) |
| Supervisor: | Khairul Anuar Mohd Ali, Assoc. Prof. Dr. |
| Keywords: | Service quality -- Polytechnic Organisational performance -- Polytechnic Universiti Kebangsaan Malaysia -- Dissertations Dissertations, Academic -- Malaysia |
| Issue Date: | 8-Jul-2021 |
| Description: | The rising concern of service quality and organisational performance in polytechnics as platform for Technical and Vocational Education and Training (TVET) education provider is a critical area due to creative and innovative human capital development for economic survival. However, the difficulties to gain consensus for comprehensive model as well as to determine the stakeholder in higher education hampered the effort to develop model for service quality excellence that affects organisational performance. Moreover, previous studies were unable to provide clear evidence regarding on how service quality affects organisational performance. Therefore, this study aims to assess the critical service quality factors based on modified Higher Education Performance (Modified HEdPERF) and the mediating effect of soft factors (job satisfaction, corporate image, organisational commitment) in the setting of Malaysian polytechnic. A total of 248 heads of departments from 33 polytechnics in Malaysia participated in this study. Data was collected through personal-administered survey questionnaires. The study uncovers that academic aspect is the most dominant factors to affect the service quality in the polytechnics. The above-mentioned is also followed by physical facilities, access, programme issue and non-academic aspects. This study also reveals that there is positive association between service quality and job satisfaction as well as between organisational commitment and organisational performance. On the other hand, this study found that no relationship existed between service quality with organisational performance, between service quality and corporate image, between service quality and organisational commitment, between job satisfaction and organisational performance, as well as between corporate image and organisational performance. Mediation analysis in this study confirmed that job satisfaction was found to be a full mediator between service quality and corporate image as well as between service quality and organisational commitment. The corporate image was found to be a mediator between job satisfaction and organisational commitment. Organisational commitment was found to be a mediator of the relationship between job satisfaction and organisation performance as well as between corporate image and organisation performance. The other hypotheses regarding the mediating effects were found as not mediated. Several potential reasons were deliberated. This study provides evidence that academic aspect is the most critical factor for service quality. Moreover, the soft factors play a significant role in enhancing the organisational performance in the setting of Malaysian polytechnics. The study concludes by discussing the limitations and direction for future research.,Ph.D |
| Pages: | 277 |
| Publisher: | UKM, Bangi |
| Appears in Collections: | Graduate School of Business / Pusat Pengajian Siswazah Perniagaan |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| ukmvital_126865+SOURCE1+SOURCE1.0.PDF Restricted Access | 3.29 MB | Adobe PDF |  View/Open |
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