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Hypothesis Ib: Actual customers' overall adequate service scores are not significantly different from service providers' perception of customers' overall adequate service scores. A t-test analysis on the overall adequate service scores, however, shows that there is a statistically significant difference with p < .0001 between the two means - customers' overall adequate service level mean and service providers' perceptions of customers' overall adequate service level mean and service providers' perception of customers' overall adequate service level mean (Table 1). This suggests that there is a significant difference between what the customers considered adequate and what the providers perceived them to be. With their mean of 5.97 larger than customers' mean of 5.29, providers seem to perceive customers' adequate service level higher than what customers consider as adequate. In other words, despite the common notion that providers tend to underestimate customers' adequate service level, in this case the reverse seems to occur. Hypothesis 2a: Customers' overall perception scores are not significantly different from desired service scores. The result of t-test analysis on the means of the two types of scores - perceived and desired services - shows that there is a statistically significant difference with p < .0001 between the two means (Table 2). This finding is supported by MANOVA analysis with a p value of .000. The result suggests that there is a significant difference between the service level the customers desired, and what they perceived was the service level they received. The difference or MSS mean of -2.17 (negative MSS scores) denotes that the mean perceived service score is lower by 2.17 compared to the mean desired service level. Looking back at Hypotheses 1, by suggesting that providers understand what the customers' desired level is, it should in theory result in a service quality level as desired by customers. However, Hypothesis 2a's finding suggests that the actual level of service that they delivered, for whatever reason, was not up to the level that they seemed to know their customers desired. What might be clear here is that, delivering desired quality service goes beyond understanding the customer's desired service level. It may involve not only knowledge, information, and technology, or rather capacity, but also attitudinal or cultural factors. Unfortunately, the definite answer to these issues is beyond the scope of this research. 106
TABLE 2 Manova and Paired Sample T-Test on Overall Perceived Service Scores With Overall Adequate and Desired Service Scores MANOVA Paired Sample 1-Test Overall Scores Perceived Service Adequate Service Desired Service Hotelling P Value DF 6.95 1279.1 2.00.000*** Mean MSA' 1 Mean MSS h Mean 5.93 5.28 +0.65 P Value t- Value Significance 11.46 .000*** 8.10 -2.17 -36.02 .000*** Note: - Measure of Service Adequacy i.e. perceived minus adequate scores. - Measure of Service Superiority i.e. perceived minus desired scores *** Significant with p < .001 Hypothesis 2b: Customers' overall perception scores are not significantly different from adequate service scores. The result of t-test on the two means-perceived and adequate service scoresalso shows that there is a statistically significant difference between the two means with p < .0001 (Table 2). This finding is also supported by MANOVA analysis with p < .0001. It suggests that there is a significant difference between the service level the customers consider adequate and what they perceived the service level they received. However, while in the case of hypothesis 2a perceived scores are less than desired scores, in this case, the mean perceived scores exceed the mean adequate scores by 0.65. The result seems to suggest that service providers are somewhat able to deliver the level of service they perceived their customers considered as adequate. One interpretation is that, their overestimation of customers' adequate service level might have contributed to this ability. They delivered what they perceived as customers' minimum or adequate service level so as to elude or minimise the possibility of complaint or dissatisfaction. Another interpretation is that, it could be just that the customers were able to tolerate the kind of service level which they received, given the fact that their mean adequate score is lower compared to what the 107
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PRODUKTIVm SUPPLIER DEVELOPMENT IN
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pRODUKnvm PENASIHAT Tuan Haji Ismai
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BIODATA OF RALIMOHD NOR Rali Mohd N
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The supplier development concept ha
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4. SCOPE AND LIMITATIONS OF THE STU
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Annual Master Plan (AMP) Long Range
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6.2 SELECTION OF SUPPLIERS The supp
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Cases/ Company Company A Company B
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Proton inherited the automobile tec
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such as of technical know-how, supp
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A point worth noting in the Malaysi
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finished products. In short, the JI
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Car Assembly Production © Reverse
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Appendix 1: Cost Breakdown of Proto
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Departments Procurement & Vendor De
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Average ration of share parts Produ
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Sako, M, (1992), "Prices, Quality a
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JUST-IN-TIME (JIT) PRINCIPLES AND S
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UJ UJ Figure 1.1: Existing Layout o
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At the University of Bradford (UOB)
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Presently, tools for all the machin
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2.3 Proposed Layout Improvement No.
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MC NO. Al A2 A4 A5 A6 47 A8 A9 A10
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Controller who plans the production
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Figure A4r i > \ 2 \l C c / ) 1.8 P
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Raw Mat. Store Tool Storage Area To
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above, the forklift is not required
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The remaining of the production los
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4.10 Set-up Time Reduction Saving T
Page 59 and 60: TABLE 2.2 Standard Price List for P
Page 61 and 62: 5.3 Project Achievements The propos
Page 63 and 64: REFERENCES 1. Alaya, S.E.B.H., Elim
Page 65 and 66: 27. Monden Y., Toyota Production Sy
Page 67 and 68: BIODATA OF ALIAS RADAM Alias Radam
Page 69 and 70: an investment-driven strategy towar
Page 71 and 72: country's dependence on chemical im
Page 73 and 74: distance ratio: OB/OF in order to m
Page 75 and 76: productivity growth in the context
Page 77 and 78: egistered the largest increase in m
Page 79 and 80: Productivity Growth Measurement Two
Page 81 and 82: CONCLUSION Chemical related industr
Page 83 and 84: Chambers, R. (1988) Applied Product
Page 85 and 86: Maisom, A. (1995) "Total Factor Pro
Page 87 and 88: TABLE 1 TYend in Production, Employ
Page 89 and 90: MIC Code 35111 35119 35120 35130 35
Page 91 and 92: Year 1983 1984 1985 1986 1987 1988
Page 93 and 94: TABLE 8 Malmquist Index, Technical
Page 95 and 96: FIGURE 2 Malmquist Index and Produc
Page 97 and 98: BIODATA OF DR. SHARIFUDDIN ZAINUDDI
Page 99 and 100: However, the extremely few existing
Page 101 and 102: SERVICE QUALITY MODEL According to
Page 103 and 104: Word of Mouth Communications CONSUM
Page 105 and 106: any point in the ZoT might be consi
Page 107 and 108: who pay a nominal fee and received
Page 109: RESEARCH FINDINGS Hypothesis la: Ac
Page 113 and 114: It could be real that government fa
Page 115 and 116: REFERENCES Adam, E.E. Jr., J.C. Her
Page 117 and 118: McKinney, Jerome B., 1995. Understa
Page 119 and 120: SYMBOLISM AND BUSINESS EDGAR J. RID
Page 121 and 122: Once it is understood that we live
Page 123 and 124: must be eliminated because racism n
Page 125 and 126: which are people of color, out of t
Page 127 and 128: The productivity problems of Americ
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