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Service quality in Malaysian public sector: The role of transfer of training

One important and essential factor that influence service quality is training. However, the impact of training on service quality is still inconsistent in the literature. Therefore, a more detailed scrutiny of this relationship is clearly warranted. This study is conducted to further study this rela...

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Main Author: Abdul Rahim, Zumrah,
Format: Conference Paper
Language:en_US
Published: Elsevier Science Bv 2015
Subjects:
Service quality
Training
Transfer of training
Public sector
Malaysia
Online Access:http://ddms.usim.edu.my/handle/123456789/8983
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spelling my.usim-89832015-08-05T04:53:28Z Service quality in Malaysian public sector: The role of transfer of training Abdul Rahim, Zumrah, Service quality Training Transfer of training Public sector Malaysia One important and essential factor that influence service quality is training. However, the impact of training on service quality is still inconsistent in the literature. Therefore, a more detailed scrutiny of this relationship is clearly warranted. This study is conducted to further study this relationship by exploring the possibility that transfer of training is a mediator in the relationship between training and employee service quality. The data for this study were collected from employees of public sector organizations in Malaysia. The results from the present study supported the hypothesized mediation of transfer of training on the training-service quality relationship. (C) 2014 Elsevier Ltd. 2015-08-05T04:53:28Z 2015-08-05T04:53:28Z 2014 Conference Paper 1877-0428 http://ddms.usim.edu.my/handle/123456789/8983 en_US Elsevier Science Bv
institution Universiti Sains Islam Malaysia
building USIM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universit Sains Islam i Malaysia
content_source USIM Institutional Repository
url_provider http://ddms.usim.edu.my/
language en_US
topic Service quality
Training
Transfer of training
Public sector
Malaysia
spellingShingle Service quality
Training
Transfer of training
Public sector
Malaysia
Abdul Rahim, Zumrah,
Service quality in Malaysian public sector: The role of transfer of training
description One important and essential factor that influence service quality is training. However, the impact of training on service quality is still inconsistent in the literature. Therefore, a more detailed scrutiny of this relationship is clearly warranted. This study is conducted to further study this relationship by exploring the possibility that transfer of training is a mediator in the relationship between training and employee service quality. The data for this study were collected from employees of public sector organizations in Malaysia. The results from the present study supported the hypothesized mediation of transfer of training on the training-service quality relationship. (C) 2014 Elsevier Ltd.
format Conference Paper
author Abdul Rahim, Zumrah,
author_facet Abdul Rahim, Zumrah,
author_sort Abdul Rahim, Zumrah,
title Service quality in Malaysian public sector: The role of transfer of training
title_short Service quality in Malaysian public sector: The role of transfer of training
title_full Service quality in Malaysian public sector: The role of transfer of training
title_fullStr Service quality in Malaysian public sector: The role of transfer of training
title_full_unstemmed Service quality in Malaysian public sector: The role of transfer of training
title_sort service quality in malaysian public sector: the role of transfer of training
publisher Elsevier Science Bv
publishDate 2015
url http://ddms.usim.edu.my/handle/123456789/8983
_version_ 1645152513518731264
score 13.222552

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