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How to enhance the impact of training on service quality? Evidence from Malaysian public sector context

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dc.contributor.authorZumrah, ARen_US
dc.date.accessioned2024-05-29T02:53:14Z
dc.date.available2024-05-29T02:53:14Z
dc.date.issued2015
dc.descriptionCitation Zumrah, A.R. (2015), "How to enhance the impact of training on service quality? Evidence from Malaysian public sector context", Journal of Workplace Learning, Vol. 27 No. 7, pp. 514-529. https://doi.org/10.1108/JWL-06-2014-0048en_US
dc.description.abstractPurpose - The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality. Design/methodology/approach - The data of this study were collected from three sources: the employees of public sector organizations in Malaysia who participated in a Basic Financial Management training program, their supervisors and their colleagues through surveys. The data were analyzed using structural equation modeling. Findings - The findings reveal that transfer of training mediated the relationship between training and service quality. Research limitations/implications - The finding illustrate that management in public sector need to ensure that their employees apply the new learned knowledge and skills at the workplace following the training to maximize the return of training investment. Originality/value - This study extends the literature by providing empirical evidence that transfer of training has a mediating effects on the relationship between training and employee service quality in the context of public sector organizations in Malaysia, a non-Western context that located in Southeast Asia.en_US
dc.identifier.doi10.1108/JWL-06-2014-0048
dc.identifier.epage529
dc.identifier.isbn1758-7859
dc.identifier.issn1366-5626
dc.identifier.issue7
dc.identifier.scopusWOS:000366635300004
dc.identifier.spage514
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84940913717&doi=10.1108%2fJWL-06-2014-0048&partnerID=40&md5=2a666dfe53bdc5b47fe34cc248885a2e
dc.identifier.urihttps://www.emerald.com/insight/content/doi/10.1108/JWL-06-2014-0048/full/html
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/11376
dc.identifier.volume27
dc.languageEnglish
dc.language.isoen_USen_US
dc.publisherEmerald Group Publishing Ltden_US
dc.relation.ispartofJournal Of Workplace Learningen_US
dc.sourceWeb Of Science (ISI)
dc.subjectTrainingen_US
dc.subjectMalaysiaen_US
dc.subjectService qualityen_US
dc.subjectPublic sectoren_US
dc.subjectTransfer of trainingen_US
dc.titleHow to enhance the impact of training on service quality? Evidence from Malaysian public sector contexten_US
dc.typeArticleen_US
dspace.entity.typePublication

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