Halal Organizational Service Quality Orientation from Employee’s Perspective

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Razali bin Idris, Albert Feisal @ Muhd Feisal Ismail, Afizan Amer, Hasbullah Othman, Irwan Ibrahim

Abstract

 


Purpose: The purpose of this paper is to proposed a framework focusing on the elements of service quality on internal structural orientation from the employees’ perception.


Design/Methodology/Approach: In this research, author gathering data from selected journal articles that mostly give comprehensive view to map variable and


indicator that influence organizational service quality orientation. Author is participating


in comparing several sources information to make a comprehensive framework. This research use content analysis. Author observe systematically symbolic content to analyze newspaper, website, advertisement, books and the like.


Findings – The findings gathers variables of  employee perceptions of service quality performance are influenced by organizational knowledge, service concept, service competence and job satisfaction instead of training and customer service orientation.


Originality/Value: The results of this study provide an evidence to consider the internal organization quality service orientation as reliable predictors for employee service quality performance. According to the research, these factors interact with each other and have effects on employee perceptions of service quality performance.

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