Competency-Based Pay And Service Quality: An Empirical Study Of Malaysian Public Organisations
A higher number of complaints have been filed by the public due to delays by public sectors in taking action and providing services to the public. This suggests that service quality is not being delivered as expected by customers. With competency-based pay being offered in the public sector under...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Asian Academy of Management (AAM)
2009
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| Subjects: | |
| Online Access: | http://eprints.usm.my/36401/1/AAMJ_14-1-2.pdf http://eprints.usm.my/36401/ http://web.usm.my/aamj/14.1.2009/AAMJ%2014-1-2.pdf |
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| Institution: | Universiti Sains Malaysia |
| Language: | English |
| Summary: | A higher number of complaints have been filed by the public due to delays by public
sectors in taking action and providing services to the public. This suggests that service
quality is not being delivered as expected by customers. With competency-based pay
being offered in the public sector under the System Saraan Malaysia (SSM), which aims
to produce capable workers who are responsive to customers' demands by providing
quality services, one would expect that there would be an improvement in the general
quality of the services rendered. Thus, this research aimed to investigate the relationship
between the extent of competency-based pay practices and service quality. The findings
suggest that there is a positive relationship between competency-based pay practices and
service provision, one of the SERVQUAL dimensions found in this study. Thus,
Malaysian public organisations should offer this type of pay as frequently as possible in
order to motivate civil servants to provide quality services to the public. |
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