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• W2784996810 abstract "ABSTRACT This study aimed to examine the moderating effect of employee commitment on the relationship between quality management practice and customer satisfaction. Contingency variable tested in this study is employee commitment. Based on data collected using survey questionnaire from 205 respondents from local authorities in Malaysia, the study found that employee commitment does have an effect on the relationship between quality management practice and customer satisfaction. The results of this study provide a significant contribution to the quality management literature by showing that the relationship between quality management practice and performance is also affected by an organization's internal contingency factor. Although the quality management practice has been accepted by many researchers as a universal management strategy, its implementation should take into account the peculiarities of contingency factors of an organization. ABSTRAK Kajian ini bertujuan menguji kesan komitmen kakitangan sebagai pembolehubah pemoderat untuk menjelaskan hubungan antara amalan pengurusan kualiti (APK) dan kepuasan pelanggan. Pembolehubah kontigensi yang diuji dalam kajian ini ialah komitmen kakitangan. Berdasarkan data yang dikutip menggunakan soal selidik daripada 205 responden dari Pihak Berkuasa Tempatan (PBT) di Malaysia, kajian ini mendapati bahawa komitmen kakitangan terhadap APK mempengaruhi hubungan antara APK dan kepuasan pelanggan. Hasil kajian ini memberi sumbangan signifikan kepada literatur pengurusan kualiti dengan membuktikan bahawa hubungan antara APK dan prestasi adalah turut dipengaruhi oleh faktor kontigensi dalaman sesebuah organisasi. Justeru, walaupun APK telah dipersetujui oleh banyak pengkaji sebagai strategi pengurusan yang universal, pelaksanaannya perlu mengambilkira keunikan faktor kontigensi sesebuah organisasi." @default.
• W2784996810 created "2018-02-02" @default.
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• W2784996810 date "2009-01-01" @default.
• W2784996810 modified "2023-09-23" @default.
• W2784996810 title "Komitmen Kakitangan Sebagai Pemoderat Hubungan Antara Amalan Pengurusan Kualiti dan Kepuasan Pelanggan (EMPLOYEE COMMITMENT AS MODERATOR OF THE RELATIONSHIP BETWEEN QUALITY MANAGEMENT AND CUSTOMER SATISFACTION)" @default.
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