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Role of Management and Employees in Customer Focused Organizations

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Regional Conference on Science, Technology and Social Sciences (RCSTSS 2014)

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Abstract

Customer focus is vital for every organization in delivering a superior customer experience. Several studies found that an effective communication, strong management commitment, and opportunity to learn are factors that affect employees’ ability to provide satisfactory services. In addition, customer focus is one of the pillars under quality management that lead into customer satisfaction. Customers’ needs are typically being neglected in the study of the quality movement. Therefore, this research was conducted at three private service providers to ascertain the relationship among management commitment, quality improvement, and employee’s skill toward customer focus initiatives. A set of questionnaires was administered to 162 workers in these service sectors. Results indicate that management commitment and quality improvement have a significant relationship with a customer focus. However, only management commitment and quality improvement explain customer focus in these firms. This research concludes with several suggestions for the improvement of private service providers, especially in their effort to focus more on customer’s satisfaction.

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Authors and Affiliations

  1. Faculty of Business Management, Universiti Teknologi MARA Perlis, Perlis, Malaysia

    Syazwani Ya, Sarina Muhamad Noor & Noraini Nasirun

Authors
  1. Syazwani Ya
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  2. Sarina Muhamad Noor
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  3. Noraini Nasirun
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Corresponding author

Correspondence to Syazwani Ya .

Editor information

Editors and Affiliations

  1. Universiti Teknologi MARA Pahang, Bandar Pusat Jengka, Pahang, Malaysia

    Mohd Amli Abdullah

  2. Universiti Teknologi MARA Pahang, Bandar Pusat Jengka, Pahang, Malaysia

    Wan Kalthom Yahya

  3. Universiti Teknologi MARA Pahang, Bandar Pusat Jengka, Pahang, Malaysia

    Nazirah Ramli

  4. Universiti Teknologi MARA Pahang, Bandar Pusat Jengka, Pahang, Malaysia

    Siti Rosiah Mohamed

  5. Universiti Teknologi MARA Pahang, Bandar Pusat Jengka, Pahang, Malaysia

    Badli Esham Ahmad

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Ya, S., Noor, S.M., Nasirun, N. (2016). Role of Management and Employees in Customer Focused Organizations. In: Abdullah, M., Yahya, W., Ramli, N., Mohamed, S., Ahmad, B. (eds) Regional Conference on Science, Technology and Social Sciences (RCSTSS 2014). Springer, Singapore. https://doi.org/10.1007/978-981-10-1458-1_22

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  • DOI: https://doi.org/10.1007/978-981-10-1458-1_22

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  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-10-1456-7

  • Online ISBN: 978-981-10-1458-1

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