Transformational leadership enhances customer satisfaction

Nor Mohd Desa, Kamariah and Ahmad Kassim, Norliya (2010) Transformational leadership enhances customer satisfaction. Jurnal PPM: Journal of Malaysian Librarians, 4. pp. 107-112. ISSN 1823-6308

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Abstract

This paper discusses about transformational leadership that enhances customer satisfaction. It covers briefly related issues such as leadership, transformational leadership, total quality management (TQM), quality management system (QMS) ISO 9001:2008, and customer satisfaction. The discussion is focus on how these issues are interrelated to each other specifically on their applicability to increase high performance for library services, and the impact of effective leadership that contributes significantly to the outcome of performance beyond expectations. The Universiti Teknologi Malaysia Library showcases findings on the customer satisfaction surveys from 2006 to 2009.

Item Type: Article
Subjects: Z Bibliography. Library Science. Information Resources
Divisions: Persatuan Pustakawan Malaysia (PPM) | Librarians Association of Malaysia > Jurnal PPM: Journal of Malaysian Librarians
Depositing User: Mr Noorazilan Noordin
Date Deposited: 09 May 2017 07:42
Last Modified: 09 May 2017 07:42
URI: http://eprints.usm.my/id/eprint/33987

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