A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry
This study is emphasis on the importance of service quality that has been offered by an organization. Service quality is an important element that will affect the customer satisfaction. The purpose of this paper is to test identify which are service quality dimension that influences the custom...
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| Format: | Student Project |
| Language: | English |
| Published: |
Faculty of Business Management
2015
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/21715/1/PPb_ZAHRUL%20HISYAM%20JEFRRY%20J%20BM15_5.pdf |
| _version_ | 1825735619630858240 |
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| author | Jefrry, Zahrul Hisyam |
| author_facet | Jefrry, Zahrul Hisyam |
| author_sort | Jefrry, Zahrul Hisyam |
| collection | UITM |
| description | This study is emphasis on the importance of service quality that has been offered by an
organization. Service quality is an important element that will affect the customer
satisfaction. The purpose of this paper is to test identify which are service quality dimension
that influences the customer satisfaction towards Tabung Haji. A structured questionnaire
was used to elicit response from consumers using a convenience sampling technique. A total
of 100 responses were received. Needless to say, this study extends customer satisfaction
towards Tabung Haji by using service quality dimension. Tangibility and empathy were
found to be positively related to customer satisfaction, with empathy being the more
influential. The study contains a limited number of measures in the model. Nevertheless, it
provides new information on the emerging issue of service quality. Moreover, the result will
be primarily beneficial to institution that offering service in Malaysia by offering an insight
into the customer satisfaction towards Tabung Haji by using service quality dimension |
| first_indexed | 2024-03-06T01:49:48Z |
| format | Student Project |
| id | uitm.eprints-1715 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T01:49:48Z |
| publishDate | 2015 |
| publisher | Faculty of Business Management |
| record_format | dspace |
| spelling | uitm.eprints-17152018-10-15T05:52:40Z https://ir.uitm.edu.my/id/eprint/21715/ A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry Jefrry, Zahrul Hisyam Customer services. Customer relations Banking This study is emphasis on the importance of service quality that has been offered by an organization. Service quality is an important element that will affect the customer satisfaction. The purpose of this paper is to test identify which are service quality dimension that influences the customer satisfaction towards Tabung Haji. A structured questionnaire was used to elicit response from consumers using a convenience sampling technique. A total of 100 responses were received. Needless to say, this study extends customer satisfaction towards Tabung Haji by using service quality dimension. Tangibility and empathy were found to be positively related to customer satisfaction, with empathy being the more influential. The study contains a limited number of measures in the model. Nevertheless, it provides new information on the emerging issue of service quality. Moreover, the result will be primarily beneficial to institution that offering service in Malaysia by offering an insight into the customer satisfaction towards Tabung Haji by using service quality dimension Faculty of Business Management 2015 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/21715/1/PPb_ZAHRUL%20HISYAM%20JEFRRY%20J%20BM15_5.pdf A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry. (2015) [Student Project] (Submitted) |
| spellingShingle | Customer services. Customer relations Banking Jefrry, Zahrul Hisyam A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry |
| title | A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry |
| title_full | A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry |
| title_fullStr | A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry |
| title_full_unstemmed | A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry |
| title_short | A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry |
| title_sort | study on customers satisfaction towards tabung haji by using service quality dimension zahrul hisyam jefrry |
| topic | Customer services. Customer relations Banking |
| url | https://ir.uitm.edu.my/id/eprint/21715/1/PPb_ZAHRUL%20HISYAM%20JEFRRY%20J%20BM15_5.pdf |
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