Citation

Ibrahim, Mohamed Haniff and Logeswaran, Aravindan Kalisri and Mohamad, Osman (2021) Service Culture on Employee Attitude towards Internal Service Quality in Telekom Malaysia Berhad. In: 2nd Post Graduate Social Science Colloquium Proceedings 2021, 8-9 June 2021, Cyberjaya, Malaysia. (Submitted)

Text 2nd Post Graduate Social Science Colloquium 2021.pdf Restricted to Repository staff only Download (1MB)

Abstract

Internal service quality has attracted attention from both academics and practitioners in recent years. It is becoming increasingly important mainly due to its contribution to the success of service organizations’ performance. However, the quality of service delivered by an organization is at the core, highly dependent on the service quality given by organizations’ employees. Therefore, understanding the various determinants factors that foster desirable internal service quality is very important. Existing literatures deliberates mainly on cultural perspective to elevate service performance however there is limited knowledge of how service culture could foster internal service quality in services industries, particularly Telekom Malaysia. Purpose – The purpose of this study is to examine the effectiveness of service culture towards internal service quality of Telekom Malaysia and the mediating impact of employee attitude. In a nutshell, this research is poised to propose a conceptual framework on the influence of service culture towards internal service quality.

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Customer services, Service culture, internal service quality, employee attitude, PLS-SEM, Telekom Malaysia
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions:	Faculty of Management (FOM)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	20 Oct 2021 01:42
Last Modified:	20 Oct 2021 01:42
URII:	http://shdl.mmu.edu.my/id/eprint/9675

Downloads

Edit (login required)