Journal : An exploratory study of service quality in the Malaysian public service sector by Agus, A. et al.
The journal is about the an exploratory study of service quality in the Malaysian public service sector which according to the purposed study is to discuss service quality concepts and their application more to the Malaysian public sector.
This journal are well study but the lacks of this journal is the research sample because the researcher only focuses to public sector department in a one Malaysian Ministry. This will bring to the unfairness to the outcome because if the researcher using randomly selected sample it will bring relevance outcome by not focusing only into one department only and we know that not every department in such company showed a good performance in their work and services.
The lacks of this research study also at the side of they selected parts to be analyze by the respondent which in this research, they focused to the frontline staff , why not evaluated all the employee in the organization itself? if the evaluated just focuses into one parts it will bring to the invalidity result for this research study.
But this research study are really usefull for my topic because some parts such as the methodology used and the measurement they used are really helps me to understand more and can be applied into my research and at the same time this research study are same line in my field research which is towards the customer satisfaction towards quality service.
Used journal citation : Agus, A., Barker, S. and Kandampully, J. (2007). An exploratory study of service quality in the Malaysian public service sector. International Journal of Quality & Reliability Management, 24 (2), 177 - 190
This journal are well study but the lacks of this journal is the research sample because the researcher only focuses to public sector department in a one Malaysian Ministry. This will bring to the unfairness to the outcome because if the researcher using randomly selected sample it will bring relevance outcome by not focusing only into one department only and we know that not every department in such company showed a good performance in their work and services.
The lacks of this research study also at the side of they selected parts to be analyze by the respondent which in this research, they focused to the frontline staff , why not evaluated all the employee in the organization itself? if the evaluated just focuses into one parts it will bring to the invalidity result for this research study.
But this research study are really usefull for my topic because some parts such as the methodology used and the measurement they used are really helps me to understand more and can be applied into my research and at the same time this research study are same line in my field research which is towards the customer satisfaction towards quality service.
Used journal citation : Agus, A., Barker, S. and Kandampully, J. (2007). An exploratory study of service quality in the Malaysian public service sector. International Journal of Quality & Reliability Management, 24 (2), 177 - 190
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