Universiti Teknologi Malaysia Institutional Repository

Transformational leadership enhances customer satisfaction

Nor Mohd. Desa, Kamariah and Ahmad Kassim, Norliya (2010) Transformational leadership enhances customer satisfaction. Jurnal PPM, 4 . pp. 107-112. ISSN 1823-6308

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Abstract

This paper discusses about transformational leadership that enhances customer satisfaction. It covers briefly related issues such as leadership, transformational leadership, total quality management (TQM), quality management system (QMS) ISO 9001:2008, and customer satisfaction. The discussion is focus on how these issues are interrelated to each other specifically on their applicability to increase high performance for library services, and the impact of effective leadership that contributes significantly to the outcome of performance beyond expectations. The university Teknologi Malaysia Library showcases findings on the customer satisfaction surveys from 2006 to 2009.

Item Type:Article
Uncontrolled Keywords:leadership, transformational leadership, customer satisfaction
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Library and Information Science
ID Code:13237
Deposited By: Liza Porijo
Deposited On:27 Jul 2011 04:34
Last Modified:27 Jul 2011 04:37

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