The Impact Of Service Quality And Organization Performance: A Case Study At Majlis Bandaraya Alor Setar, Kedah

The quality of service within an organization is an important factor in contributing to the organization's performance. The case study of the civil service sector, particularly those in the City Council status such as Majlis Bandaraya Alor Setar is a decline, so the purpose of this case study is to look at the quality of service and performance of the Majlis Bandaraya Alor Setar, Kedah. The quantitative method was chosen in this case study, which prepared questions related to the quality of services provided by Majlis Bandaraya Alor Setar, in providing access to the community in Bandar Alor Setar, Kedah. The result shows that the quality of service is positively related to the performance of Majlis Bandaraya Alor Setar. Meanwhile, element of physical/tangible, empathy and assurance are key contributors to the quality of service at Majlis Bandaraya Alor Setar, Kedah. This case study also an input for Majlis Bandaraya Alor Setar to improve the quality of service to the local community.