The impact of service quality on organizational performance. Does market orientation matter?

This study tries to examine the relationship between service quality and market orientation and their impact towards organizational per formance. A total of 175 sets of questionnaires were distributed to the employees of the selected organizations in Kuching, and 92% of it, which is 161, was returned. The results show that service quality has a significant effect on organizational performa nce and market orientation. Market orientation also has a significant effect on organizational performance. In addition, this study found that market orientation will moderate the relationship between service quality and organizational performance. There i s still a shortage of research studying the impact of market orientation as a moderator on the relationship between service quality and organizational performance. Thus, this study contributes a significant knowledge to the service industry