Kesan Pengurusan Kualiti Terhadap Prestasi Perkhidmatan Pihak Berkuasa Tempatan (QUALITY MANAGEMENT EFFECT TOWARDS LOCAL AUTHORITY SERVICE PERFORMANCE)
Abstract
ABSTRACT
This study aims to test the quality management effect towards local authority service performance in Peninsular Malaysia. This study spurred by the literature scrutiny result which reveals that local authority service performance issue still often talk about although local authority quality management initiative starting near 20 years ago. This study contributes to the knowledge treasure enrichment, especially quality management study field for local authority. Empirical evidence after about the relationship between both variables much based on a practical business sector, which resulted same issue related to local authority unexplored fully. The finding show that, management commitment customer focus, continuous improvement and relationship quality information system is significant with service performance. On the other hand, the relationship between human resource management and service performance found not significant.
ABSTRAK
Kajian ini bertujuan menguji kesan amalan pengurusan kualiti terhadap prestasi perkhidmatan dalam kalangan pihak berkuasa tempatan (PBT) di Semenanjung Malaysia. Kajian ini didorong oleh hasil penelitian literatur yang mendedahkan bahawa isu prestasi perkhidmatan PBT masih sering diperkatakan walaupun inisiatif pengurusan kualiti di PBT telah bermula hampir 20 tahun yang lalu. Kajian ini memberi sumbangan kepada pengayaan khazanah ilmu terutama bidang kajian pengurusan kualiti untuk PBT. Bukti empirik lepas tentang hubungan antara kedua-dua pembolehubah ini banyak berasaskan praktis sektor perniagaan, yang mengakibatkan isu sama berkait dengan PBT belum diselidiki sepenuhnya. Penemuan kajian mendapati komitmen pengurusan, tumpuan pelanggan, penambahbaikan berterusan dan sistem maklumat kualiti mempunyai hubungan yang siginifikan dengan prestasi perkhidmatan. Sebaliknya, hubungan antara pengurusan sumber manusia dan prestasi perkhidmatan didapati tidak signifikan
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