Dimensi Interaksi Penyedia-Penerima dalam Perkhidmatan Sokongan Sosial untuk Pembangunan Syarikat PKS: Kajian Kes Majlis Amanah Rakyat (MARA)
Dimensions of Provider-Recipient Interaction in Social Support Service for SME Development: Case Study of Majlis Amanah Rakyat (MARA)

Majlis Amanah Rakyat
Pejabat MARA Negeri Sabah
Tingkat 1, Lot 1 & 2, Blok J
Ruang Singgah Mata 4, Asia City
88000 Kota Kinabalu, Sabah, MALAYSIA.

shahrizin@mara.gov.my

Fakulti Ekonomi dan Muamalat
Universiti Sains Islam Malaysia
71800 Nilai, Negeri Sembilan, MALAYSIA.

ka@usim.edu.my

Fakulti Ekonomi dan Pengurusan
Universiti Kebangsaan Malaysia
43600 UKM Bangi, Selangor, MALAYSIA.

rosmah@ukm.edu.my

Abstract

Service interactions between providers and recipients have been widely discussed in previous studies. However, there is a dearth of research on interactions in the context of social service that support empowerment of marginalized groups in society. This gap must be addressed particularly when such service is taxpayer-funded that support poverty alleviation and increased inclusiveness for all in society. Hence, the objective of this study is to identify the dimensions of provider- recipient interaction in social service provided by the People’s Trust Council (MARA), the largest social organization in Malaysia. To achieve the objective of the study, the study adopted a triadic qualitative research methodology which involved interviews of both service providers and service recipients. The study’s research framework is built on the perspectives of service management, social organization and organizational life cycle model that emphasize the need for active interactions between providers and recipients to ensure effective delivery of service. The study identified fourteen dimensions of interaction in social service that support both development of SMEs and personal experience and development of knowledge of the service provider side. The findings of this study contribute to service management theory in the context of social service by emphasizing the development of SMEs as a process that should be supported by symbiotic provider-recipient interactions that evolve in line with the life cycle of the companies to ensure a more robust firm development.

Keywords

Interaction; MARA; service management; SME development; social support service
https://doi.org/10.17576/pengurusan-2020-60-05

Citation

Abdul Sarhadat, S., Adham, K. A., & Mat Isa, R. (2020). Dimensi Interaksi Penyedia-Penerima dalam Perkhidmatan Sokongan Sosial untuk Pembangunan Syarikat PKS: Kajian Kes Majlis Amanah Rakyat (MARA). Jurnal Pengurusan, 60, 53–66. https://doi.org/10.17576/pengurusan-2020-60-05

@article{abdulsarhadat2020dimensi,
  title={Dimensi Interaksi Penyedia-Penerima dalam Perkhidmatan Sokongan Sosial untuk Pembangunan Syarikat PKS: Kajian Kes Majlis Amanah Rakyat (MARA)},
  author={Abdul Sarhadat, Shahrizin and Adham, Khairul Akmaliah and Mat Isa, Rosmah},
  journal={Jurnal Pengurusan},
 

volume={60},
  number={},
  pages={53—66},
  year={2020},
  doi={https://doi.org/10.17576/pengurusan-2020-60-05},
  publisher={Penerbit UKM},
}

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60 (2020) 53 – 66

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