Service quality and internal customer satisfaction amidst the pandemic

• Main Authors: Nor Hafizah Ibrahim,, Zafir Khan Mohamed Makhbul,, Che Wan Kamarul Hishysam Che Wan Ahmad,, Syarifah Nurfuaduz Zakiah Habib Dzulkarnain,
• Format: Article
• Language: English
• Published: Penerbit Universiti Kebangsaan Malaysia 2024
• Online Access: http://journalarticle.ukm.my/23706/1/Akademika_94_1_5.pdf; http://journalarticle.ukm.my/23706/; https://ejournal.ukm.my/akademika/issue/view/1701

The onset of the COVID-19 pandemic has brought about substantial changes in service quality within Higher Education Institutions, particularly impacting Human Resource Management (HRM). Consequently, there is an urgent need to enact measures that enhance service quality, given the pivotal role o...