This paper aims to study the relationship between soft skills training towards the Inland
Revenue Board of Malaysia service performance. Leadership, communication and team
building are the common soft skills training conducted by the Inland Revenue Board of
Malaysia to equip IRBM’s employee in order to deliver best service to the public’s. The
study uses both primary and secondary data, 321 respondents comprises of IRBM
employees from various branches and departments. Regression and correlation are
applied in this study to analyze the relationship between the soft skills and services
performances. Hence, this study indicated soft skills training conducted towards IRBM
employees have positive relationship and impact towards the IRBM’s service
performance especially to those undergone the leadership and communication training.
However, the study also shows the degree of relationship between soft skills and
service performance is positive low, moreover the impact does not statistically
significant though there is deviation between those undergone the training and those
who are not. Therefore, a further study recommended in identifying other factors that
may contribute largely towards the impact of IRBM service performance. This study is
important for IRBM in a way to identify the particular factors that affect the improvement
of service performance in order to tackle the numbers of complaints lodge by the
customers.
