The relationship between service quality and employee satisfactions at Jabatan Kerja Raya / Siti Norsaidah Muhammad

• Main Author: Muhammad, Siti Norsaidah
• Format: Thesis
• Language: English
• Published: 2015
• Subjects: Personnel management. Employment management; Job satisfaction; Performance standards
• Online Access: https://ir.uitm.edu.my/id/eprint/70181/1/70181.pdf; https://ir.uitm.edu.my/id/eprint/70181/

In today’s business environment, satisfying employees has been challenging to the company that provide a services and products. In order to make the employees are able to loyal with the company, the company need to provide a good service. Service quality can be defined as an evaluation process from employee whether the company provide a good service or not. While employee satisfaction can be defined as a employee perceived that an individual, company has effectively provided services and product that meets the employee’s needs. Studies have shown that, if the company gives the good services then the employee are able to give satisfaction with the services that are provided. This research paper analyzes the dimensions of service quality which are tangible dimensions, reliability dimensions, responsiveness dimensions, assurance dimensions and empathy dimensions. This research paper also identifies the level of employee satisfaction towards services quality at Jabatan Kerja Raya (JKR) in terms of their cultures, ethics, safety, management and attitudes. Besides that, this research paper also identifies the relationship between service quality and employee satisfaction in public sector in the case of Jabatan Kerja Raya (JKR) employees.