文章基本信息

标题：Service Quality Performance Measurement Tool in Islamic Non-Profit Organisation: An Urgent Need
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作者：Erlane K Ghani ; Jamaliah Said ; Sharifah Norzehan Syed Yusuf 等
期刊名称：International Business and Management
印刷版ISSN：1923-841X
电子版ISSN：1923-8428
出版年度：2012
卷号：5
期号：2
页码：71-75
DOI：10.3968/j.ibm.1923842820120502.1115
出版社：Canadian Research & Development Center of Sciences and Cultures
摘要：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
关键词：Service quality;Performance measurement;Non-Profit organisation;Islamic