Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin
This research is conducted to examining the customer satisfaction level through service quality of MARA. A survey on customer satisfaction level through service quality was conducted among customer in MARA Melaka and MARA Muar involved 100 respondents. The attributes of service quality such as tangi...
| Main Authors: | , |
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| Format: | Student Project |
| Language: | English |
| Published: |
2014
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/31274/1/31274.pdf |
| _version_ | 1825737344461832192 |
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| author | Abdul Razak, Siti Nur Aminah Mohd Mahidin, Zawiah |
| author_facet | Abdul Razak, Siti Nur Aminah Mohd Mahidin, Zawiah |
| author_sort | Abdul Razak, Siti Nur Aminah |
| collection | UITM |
| description | This research is conducted to examining the customer satisfaction level through service quality of MARA. A survey on customer satisfaction level through service quality was conducted among customer in MARA Melaka and MARA Muar involved 100 respondents. The attributes of service quality such as tangible, reliability, responsiveness, assurance and empathy have been identified in order to investigate whether or not these factor have significant relationship with customer satisfaction. From this study, the researcher can be able to identify the problem which relay on the level customer satisfaction of MARA with the service quality of MARA. The result find out that the most quality services dimensions that have high relationship with customer level satisfaction in MARA Melaka and MARA Muar is tangibles. The tangibles is appearance of physical facilities, equipment, personel and communication materials. The result also show that all of the dimensions of quality services have high relationship with customer services. |
| first_indexed | 2024-03-06T02:16:36Z |
| format | Student Project |
| id | oai:ir.uitm.edu.my:31274 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T02:16:36Z |
| publishDate | 2014 |
| record_format | dspace |
| spelling | oai:ir.uitm.edu.my:312742020-08-28T07:16:49Z https://ir.uitm.edu.my/id/eprint/31274/ Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin Abdul Razak, Siti Nur Aminah Mohd Mahidin, Zawiah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations This research is conducted to examining the customer satisfaction level through service quality of MARA. A survey on customer satisfaction level through service quality was conducted among customer in MARA Melaka and MARA Muar involved 100 respondents. The attributes of service quality such as tangible, reliability, responsiveness, assurance and empathy have been identified in order to investigate whether or not these factor have significant relationship with customer satisfaction. From this study, the researcher can be able to identify the problem which relay on the level customer satisfaction of MARA with the service quality of MARA. The result find out that the most quality services dimensions that have high relationship with customer level satisfaction in MARA Melaka and MARA Muar is tangibles. The tangibles is appearance of physical facilities, equipment, personel and communication materials. The result also show that all of the dimensions of quality services have high relationship with customer services. 2014 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/31274/1/31274.pdf Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin. (2014) [Student Project] <http://terminalib.uitm.edu.my/31274.pdf> (Unpublished) |
| spellingShingle | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Abdul Razak, Siti Nur Aminah Mohd Mahidin, Zawiah Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin |
| title | Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin |
| title_full | Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin |
| title_fullStr | Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin |
| title_full_unstemmed | Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin |
| title_short | Customer satisfaction level through services quality of MARA / Siti Nur Aminah Abdul Razak and Zawiah Mohd Mahidin |
| title_sort | customer satisfaction level through services quality of mara siti nur aminah abdul razak and zawiah mohd mahidin |
| topic | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/31274/1/31274.pdf |
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