Internal Marketing, Internal Service Quality, Empowerment, And Business Performance: An Empirical Study Of Private Higher Education Institutions In Malaysia

Ng , Peng Long (2010) Internal Marketing, Internal Service Quality, Empowerment, And Business Performance: An Empirical Study Of Private Higher Education Institutions In Malaysia. PhD thesis, Universiti Sains Malaysia.

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Abstract

This study aims to examine an IM theoretical framework in the Malaysian private higher education industry. The moderating effect of empowerment between the relationship of IM practices and perceived internal service quality is being examined. Survey research using self-administered questionnaires is carried out on 325 private higher education institutions located in Penang, Klang Valley and Johor. The results of this study indicate that IM practices comprise of four components, namely departmental coordination and training, proactive HR approach, leadership capability, and internal communication.

Item Type:	Thesis (PhD)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management
Divisions:	Pusat Pengajian Pengurusan (School of Management) > Thesis
Depositing User:	ASM Ab Shukor Mustapa
Date Deposited:	27 Sep 2018 07:14
Last Modified:	12 Apr 2019 05:26
URI:	http://eprints.usm.my/id/eprint/42154

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