Service Quality Performance Measurement Tool in Islamic Non-Profit Organisation: An Urgent Need
This study examines the service quality performance measurement tools introduced in the previous literature. This study, subsequently propose a new performance measurement tool engineered from the best performance measurement tool that fit into the Islamic perspective within the non-profit organisations. Using content analysis, this study assesses relative strengths and weaknesses of five performance measurement tools in order to determine which instrument would best fit in the Islamic non-profit organisation perspective. The results of the analysis show that most studies have relied on SERVQUAL (1985). Further review shows that the potential best fit model that could adapt to Islamic non-profit organisation is Carter Instrument. This study subsequently re-engineered Carter Instrument to develop INOPERF (Islamic Non-profit Organisation PER Formance). The findings in this study provide guidelines to Islamic non-profit organisations in Malaysia to measure service quality.
Key words: Service quality; Performance measurement; Non-Profit organisation; Islamic
Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL Revisited: A Critical Review of Service Quality. Journal of Services Marketing, 10(6), 62-81.
Blanchard, R., & Galloway, R. (1994). Quality in Retail Banking. International Journal of Service Industry Management, 5(4), 5-23.
Brysland, A., & Curry, A. (2001). Service Improvements in Public Service Sing SERVQUAL. Managing Service Quality, 11, 389.
Chen, Y. H., & Chao, T. S. (2006). A Kano-CKM Model for Customer Knowledge Discovery. Total Quality Management, 17(5), 589-608.
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A re-Examination and Extension. Journal of Marketing, 56(July), 55-68.
Dotchin, J. A., & Oakland, J. S. (1994a). Total Quality Management in Services: Part 2 Service Quality. International Journal of Quality & Reliability Management, 11(3), 27-42.
Dusuki, A. W., & Abdullah, N. I. (2007). Why do Malaysian Customers Patronise Islamic Banks, International Journal of Bank Marketing, 25(3), 42.
Kang, Gi-Du, Jame, J., & Alexandris, K. (2002). Measurement of Internal Service Quality Application of the SERVQUAL Battery to Internal Service Quality. Managing Service Quality, 12, 278.
Gabbie, O., & O’Neill, M. A. (1996). SERVQUAL and the Northern Ireland Hotel Sector: A Comparative Analysis – Part 1. Managing Service Quality, 6(6), 25-32.
Gronroos, C. (1982). Strategic Management and Marketing in the Service Sector. Swedish School of Economics and Business Administration, Helsingfors.
Lassar, W., Manolis, C., & Winsor, R. (2000). SQ Perspectives and Satisfaction in Private Banking. The International Journal of Bank Marketing, 18(4), 181-199.
Lewis, R. C., & Booms, B. H. (1983). The Marketing Aspects of Service Quality. In Berry, L., Shostack, G., & Upah, G. (Eds), Emerging Perspectives on Services Marketing (pp.99-107). American Marketing Association, Chicago, IL.
Lewis, B. R., & Mitchell, V. W. (1990). Defining and Measuring the Quality of Customer Service. Marketing Intelligence & Planning, 8(6), 11-17.
Mohd Tahir, I., & Abu Bakar, N. M. (2007). Service Quality Gap and Customers’ Satisfactions of Commercial Banks in Malaysia. International Review of Business Research Papers, 3(4), 327.
Othman A. Q., & Owen L. (2001). Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study in Kuwait Finance House. International Journal of Islamic Financial Services, 1(3). 6-12.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Retailing, 49(Fall), 41-50.
Robinson, S. (1999). Measuring Service Quality: Current Thinking and Future Requirements. Marketing Intelligence and Planning, 17(1), 21-32.
Shafie, S., Wan Azmi, W.S., & Haron, S. (2004). Adopting and Measuring Customer Service Quality in Islamic Banks: A Case Study of Bank Islam Malaysia Berhad. Journal of Muamalat and Islamic Finance Research, 1(1), 2-19.
Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano’s Model into QFD for Service Excellence Development. Managing Service Quality, 11(6), 418-430.
Teas, R. K. (1993). Expectations, Performance Evaluation and Consumers’ Perceptions of Quality. Journal of Marketing, 5-7(October), 18-24.
Wisniewski, M., & Donnelly, M. (1996). Measuring Service Quality in the Public Sector: The Potential for SERVQUAL. Total Quality Management, 7(4), 357-365.
- There are currently no refbacks.
How to do online submission to another Journal?
If you have already registered in Journal A, then how can you submit another article to Journal B? It takes two steps to make it happen:
1. Register yourself in Journal B as an Author
Find the journal you want to submit to in CATEGORIES, click on “VIEW JOURNAL”, “Online Submissions”, “GO TO LOGIN” and “Edit My Profile”. Check “Author” on the “Edit Profile” page, then “Save”.
Go to “User Home”, and click on “Author” under the name of Journal B. You may start a New Submission by clicking on “CLICK HERE”.
We only use three mailboxes as follows to deal with issues about paper acceptance, payment and submission of electronic versions of our journals to databases: firstname.lastname@example.org; email@example.com; firstname.lastname@example.org
Copyright © 2010 Canadian Research & Development Centre of Sciences and Cultures
Address: 9375 Rue de Roissy Brossard, Québec, J4X 3A1, Canada
Telephone: 1-514-558 6138