COMPETENCY BASED RECRUITMENT, SELECTION PRACTICES AND SERVICE QUALITY IN THE MALAYSIAN PUBLIC SECTOR

Abstract

Multiple crisis such as globalization and rapid rate of technology change have forced the Malaysian public service to emulate the private sector especially on applying competency based recruitment and selection and emphasising service quality. By recruiting competent public servants through this practice, these workers will be capable of ensuring that customers' expectations are met and thus increasing the quality of the services. However, this study found non-relationship between competency based recruitment and selection with service quality. Some possible reasons are that these practices since their introduction in 2002 are not implemented widely and to the highest extent by all public organisations in Malaysia.