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Market orientation, service quality and organizational performance in service organizations in Malaysia

Purpose - This study seeks to examine the relationship between market orientation, service quality, and their impact towards organizational performance.Design methodology approach - A total of 175 sets of structured questionnaires were distributed to managers of 175 service organizations in the nort... Full description

Journal Title: Asia-Pacific journal of business administration 2011-04-19, Vol.3 (1), p.8-27
Main Author: Ramayah, T
Other Authors: Samat, Nusrah , Lo, May-Chiun
Format: Electronic Article Electronic Article
Language: English
Subjects:
Publisher: Bingley: Emerald Group Publishing Limited
ID: ISSN: 1757-4323
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recordid: cdi_emerald_primary_10_1108_17574321111116379
title: Market orientation, service quality and organizational performance in service organizations in Malaysia
format: Article
creator:
  • Ramayah, T
  • Samat, Nusrah
  • Lo, May-Chiun
subjects:
  • Behavior
  • Competitive advantage
  • Corporate culture
  • Customer satisfaction
  • Customer services
  • Employee empowerment
  • International
  • Management science
  • Market positioning
  • Marketing
  • Organizational behavior
  • Perceptions
  • Quality of service
  • Researchers
  • Service industries
  • Strategic management
  • Studies
  • Total quality
ispartof: Asia-Pacific journal of business administration, 2011-04-19, Vol.3 (1), p.8-27
description: Purpose - This study seeks to examine the relationship between market orientation, service quality, and their impact towards organizational performance.Design methodology approach - A total of 175 sets of structured questionnaires were distributed to managers of 175 service organizations in the northern region of Malaysia, and only 57.71 percent of it, which is 101, was returned.Findings - The results show that market orientation has a significant effect on organizational performance and service quality. Also, service quality has a significant effect on organizational performance. Interestingly, this study found that service quality partially mediates the relationship between market orientation and organizational performance.Research limitations implications - In order to be more generalized to the service industry, a wider sample with multiple responses from different individuals and management levels can be used for any future study. The same study can also be done by including other mediating or even moderating variables.Practical implications - There is still a shortage of research studying the impact of service quality as a mediator on the relationship between market orientation and organizational performance. Thus, this study contributes a significant knowledge to the service industry.Originality value - This study adds to the literature by bridging the gap and showing the importance of market orientation in service organizations. It also provides some theoretical contributions to the development of market orientation in relation to service quality and organizational performance.
language: eng
source:
identifier: ISSN: 1757-4323
fulltext: no_fulltext
issn:
  • 1757-4323
  • 1757-4331
url: Link


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descriptionPurpose - This study seeks to examine the relationship between market orientation, service quality, and their impact towards organizational performance.Design methodology approach - A total of 175 sets of structured questionnaires were distributed to managers of 175 service organizations in the northern region of Malaysia, and only 57.71 percent of it, which is 101, was returned.Findings - The results show that market orientation has a significant effect on organizational performance and service quality. Also, service quality has a significant effect on organizational performance. Interestingly, this study found that service quality partially mediates the relationship between market orientation and organizational performance.Research limitations implications - In order to be more generalized to the service industry, a wider sample with multiple responses from different individuals and management levels can be used for any future study. The same study can also be done by including other mediating or even moderating variables.Practical implications - There is still a shortage of research studying the impact of service quality as a mediator on the relationship between market orientation and organizational performance. Thus, this study contributes a significant knowledge to the service industry.Originality value - This study adds to the literature by bridging the gap and showing the importance of market orientation in service organizations. It also provides some theoretical contributions to the development of market orientation in relation to service quality and organizational performance.
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subjectBehavior ; Competitive advantage ; Corporate culture ; Customer satisfaction ; Customer services ; Employee empowerment ; International ; Management science ; Market positioning ; Marketing ; Organizational behavior ; Perceptions ; Quality of service ; Researchers ; Service industries ; Strategic management ; Studies ; Total quality
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abstractPurpose - This study seeks to examine the relationship between market orientation, service quality, and their impact towards organizational performance.Design methodology approach - A total of 175 sets of structured questionnaires were distributed to managers of 175 service organizations in the northern region of Malaysia, and only 57.71 percent of it, which is 101, was returned.Findings - The results show that market orientation has a significant effect on organizational performance and service quality. Also, service quality has a significant effect on organizational performance. Interestingly, this study found that service quality partially mediates the relationship between market orientation and organizational performance.Research limitations implications - In order to be more generalized to the service industry, a wider sample with multiple responses from different individuals and management levels can be used for any future study. The same study can also be done by including other mediating or even moderating variables.Practical implications - There is still a shortage of research studying the impact of service quality as a mediator on the relationship between market orientation and organizational performance. Thus, this study contributes a significant knowledge to the service industry.Originality value - This study adds to the literature by bridging the gap and showing the importance of market orientation in service organizations. It also provides some theoretical contributions to the development of market orientation in relation to service quality and organizational performance.
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