Service quality and organization performance are two elements that are very important
concepts which the organization must understand if they are to grow and remain
competitive in the business environment. It is very important for companies to
know how to measure these constructs from the customers’ perspective so as to
understand their needs and satisfy them. Service quality is considered to be very
critical to any modern business because it contributes higher customer satisfaction,
profitability, reduced cost, improved customer loyalty and retention. This study aim to
discuss the relation of service quality and organizational performance with
quantitative questionnaire survey was designed and distributed to 384 respondents
using a convenience sampling technique at Selangor Road Transport Department
(JPJ), Padang Jawa Shah Alam, Selangor. Service quality is regarded as the
independent variable, organizational performance as the dependent variable and
gender as moderator to discuss the correlation. The data are analyzed with Pearson
Correlation and Multiple Regression for the following research conclusion. (1)
Service quality has positive relationship with organizational performance (2) Empathy
was the most elements in SERVQUAL that associated with organizational
performance in service quality and lastly (3) Gender does not moderate the
relationship between SERVQUAL Model and organizational performance in Selangor
Road Transport Department (JPJ). The research hopes that this issue could be done on
a different perspective, a larger sample size and most important to do it in a qualitative
methodology to reduce restriction of answer from respondents
