Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia

Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia

An efficient service delivery system is a priority of the government in general and local authorities in particular in line with the wishes of the community. However, studies in this field are still lacking, particularly in the public sector. Therefore, this study focuses on the level of service ope...

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Main Author: Mohd Nazri, Zakaria
Format: Thesis
Language:eng
Published: 2011
Subjects:
HF5549-5549.5 Personnel Management
Employment
Online Access:https://etd.uum.edu.my/3514/1/s91759.pdf
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
advisor Che Razak, Razli
topic HF5549-5549.5 Personnel Management
Employment
spellingShingle HF5549-5549.5 Personnel Management
Employment
Mohd Nazri, Zakaria
Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia
description An efficient service delivery system is a priority of the government in general and local authorities in particular in line with the wishes of the community. However, studies in this field are still lacking, particularly in the public sector. Therefore, this study focuses on the level of service operations practices adopted by local authorities and its relationship with performance. In addition, this study aims to identify human resource development practice as a moderator in the relationship between service operations practices and the performance of local authorities. The research methodology employed is in the form of field study with the questionnaire as its instrument. The data is analysed using Pearson correlation and multiple regression methods. A total of 300 questionnaires were sent to departments in the local authority organisation, comprising town councils and municipal councils, with a response rate of 208 questionnaires (69.33%). By using factor analysis and descriptive statistics methods, the study found that the service operations practices of local authorities can be measured by the following seven dimensions–leadership practice, push-pull oriented in service operations, organisational culture, range of services provided, development and design of new services, human resource specialisation in service operations, and utilisation of information technology. For each dimension, the departmental heads of local authorities stated that their departments adopted a conducive organisational culture, push orientation in service operations, a high service introductory level, a high level of human resource specialisation, provide a wide range of services and use information technology to reduce operational cost. The findings showed that there are significant relationships between several dimensions of the service operations practices and the performance of local authorities. Furthermore, the variables of human resource development moderator (formal training, informal coaching and empowerment) also act to affect the relationship between service operations practices and the performance of local authorities. Finally, a post-hoc test was also conducted to identify the form of moderator in this study. The findings of this study can contribute to the development of theories and knowledge in this field as several dimensions of service operations practices have been identified as significant in influencing the performance of local authorities.
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Mohd Nazri, Zakaria
author_facet Mohd Nazri, Zakaria
author_sort Mohd Nazri, Zakaria
title Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia
title_short Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia
title_full Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia
title_fullStr Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia
title_full_unstemmed Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia
title_sort pengaruh penyederhana amalan pembangunan sumber manusia terhadap hubungan amalan operasi perkhidmatan dan prestasi pihak berkuasa tempatan di semenanjung malaysia
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2011
url https://etd.uum.edu.my/3514/1/s91759.pdf
_version_ 1747827591521239040
spelling my-uum-etd.35142022-07-06T03:05:34Z Pengaruh Penyederhana Amalan Pembangunan Sumber Manusia Terhadap Hubungan Amalan Operasi Perkhidmatan dan Prestasi Pihak Berkuasa Tempatan di Semenanjung Malaysia 2011 Mohd Nazri, Zakaria Che Razak, Razli Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment An efficient service delivery system is a priority of the government in general and local authorities in particular in line with the wishes of the community. However, studies in this field are still lacking, particularly in the public sector. Therefore, this study focuses on the level of service operations practices adopted by local authorities and its relationship with performance. In addition, this study aims to identify human resource development practice as a moderator in the relationship between service operations practices and the performance of local authorities. The research methodology employed is in the form of field study with the questionnaire as its instrument. The data is analysed using Pearson correlation and multiple regression methods. A total of 300 questionnaires were sent to departments in the local authority organisation, comprising town councils and municipal councils, with a response rate of 208 questionnaires (69.33%). By using factor analysis and descriptive statistics methods, the study found that the service operations practices of local authorities can be measured by the following seven dimensions–leadership practice, push-pull oriented in service operations, organisational culture, range of services provided, development and design of new services, human resource specialisation in service operations, and utilisation of information technology. For each dimension, the departmental heads of local authorities stated that their departments adopted a conducive organisational culture, push orientation in service operations, a high service introductory level, a high level of human resource specialisation, provide a wide range of services and use information technology to reduce operational cost. The findings showed that there are significant relationships between several dimensions of the service operations practices and the performance of local authorities. Furthermore, the variables of human resource development moderator (formal training, informal coaching and empowerment) also act to affect the relationship between service operations practices and the performance of local authorities. Finally, a post-hoc test was also conducted to identify the form of moderator in this study. The findings of this study can contribute to the development of theories and knowledge in this field as several dimensions of service operations practices have been identified as significant in influencing the performance of local authorities. 2011 Thesis https://etd.uum.edu.my/3514/ https://etd.uum.edu.my/3514/1/s91759.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abbas, Q., & Yaqoob, S. (2009). Effect of leadership development on employee performance in Pakistan. Pakistan Economic and Social Review, 47(2), 269-292. Abdullah, H.S., & Kalianan, M. (2008). From customer satisfaction to citizen satisfaction: rethinking local government service delivery in Malaysia. Asian Social Science Journal, 4(11), 87-92. Abdul Karim, M.R. (1999).Reengineering the public service: Leadership and change in an electronic age. Subang Jaya: Pelanduk Publications. Abdul Manaf, H., & Ahmad Marzuki, N. (2009). The success of Malaysia Local Authorities. 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