Does market orientation lead to higher service quality provision and performance? A study among service organisations in Northern Malaysia
by T. Ramayah, May-Chiun Lo, Hasliza Abdul Halim, Nusrah Samat
International Journal of Modelling in Operations Management (IJMOM), Vol. 1, No. 2, 2010

Abstract: This study examines the impact of market orientation and service quality on organisational performance. The data was gathered from a survey of 175 service organisations, of which 101 organisations participated in this study. Structural equation modelling was used to run the analysis of the study variables. The findings suggest that different market orientation components had different impacts on the service quality components. Service quality components were also found to be positively influencing organisational performance. The findings indicate that companies should focus on technical and functional quality in order to improve financial and non-financial performance.

Online publication date: Wed, 19-Jan-2011

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