Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli
Service quality and customer satisfaction are very important to a company which help to run, increase loyalty, increase profit and improve business of the company. This thesis presents a study, in which initiative is being made in improving service quality and customer satisfaction of Ruang SJ Sdn B...
| Main Authors: | , |
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| Format: | Student Project |
| Language: | English |
| Published: |
Faculty of Business and Management
2016
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/26759/1/PPb_KU%20MUHAMAD%20ARIFFUDDIN%20KU%20MUHAMAD%20BM%20M%2016_5.pdf |
| _version_ | 1796902371242016768 |
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| author | Ku Muhamad, Ku Muhamad Ariffuddin Zulkifli, Muhammad Amirul Hasriq |
| author_facet | Ku Muhamad, Ku Muhamad Ariffuddin Zulkifli, Muhammad Amirul Hasriq |
| author_sort | Ku Muhamad, Ku Muhamad Ariffuddin |
| collection | UITM |
| description | Service quality and customer satisfaction are very important to a company which help to run, increase loyalty, increase profit and improve business of the company. This thesis presents a study, in which initiative is being made in improving service quality and customer satisfaction of Ruang SJ Sdn Bhd. This is because there was no investigation conducted to analyse the satisfaction of the customers of the company. In theory parts are described five determinants of good service quality which are reliability, assurance, responsiveness, empathy and tangibles. The intension of the research study was to find out the relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd. This research entitled “Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd” had been conducted to obtain results and findings. There are 150 list of clients but only 135 questionnaire were distributed to them and the researchers managed to get back fully anwsered of 112 questionnaires. In addition, other sources of data also have been use as a referral to streghten the issues on the research study. This research concludes with discussion on these results, study limitation and recommendation to the company and future research directions. |
| first_indexed | 2024-03-06T02:03:58Z |
| format | Student Project |
| id | uitm.eprints-6759 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T02:03:58Z |
| publishDate | 2016 |
| publisher | Faculty of Business and Management |
| record_format | dspace |
| spelling | uitm.eprints-67592020-03-31T04:46:00Z https://ir.uitm.edu.my/id/eprint/26759/ Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli Ku Muhamad, Ku Muhamad Ariffuddin Zulkifli, Muhammad Amirul Hasriq Consumer satisfaction Customer services. Customer relations Service quality and customer satisfaction are very important to a company which help to run, increase loyalty, increase profit and improve business of the company. This thesis presents a study, in which initiative is being made in improving service quality and customer satisfaction of Ruang SJ Sdn Bhd. This is because there was no investigation conducted to analyse the satisfaction of the customers of the company. In theory parts are described five determinants of good service quality which are reliability, assurance, responsiveness, empathy and tangibles. The intension of the research study was to find out the relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd. This research entitled “Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd” had been conducted to obtain results and findings. There are 150 list of clients but only 135 questionnaire were distributed to them and the researchers managed to get back fully anwsered of 112 questionnaires. In addition, other sources of data also have been use as a referral to streghten the issues on the research study. This research concludes with discussion on these results, study limitation and recommendation to the company and future research directions. Faculty of Business and Management 2016 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/26759/1/PPb_KU%20MUHAMAD%20ARIFFUDDIN%20KU%20MUHAMAD%20BM%20M%2016_5.pdf Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli. (2016) [Student Project] <http://terminalib.uitm.edu.my/26759.pdf> (Unpublished) |
| spellingShingle | Consumer satisfaction Customer services. Customer relations Ku Muhamad, Ku Muhamad Ariffuddin Zulkifli, Muhammad Amirul Hasriq Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli |
| title | Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli |
| title_full | Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli |
| title_fullStr | Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli |
| title_full_unstemmed | Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli |
| title_short | Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli |
| title_sort | relationship between service quality and customer satisfaction of ruang sj sdn bhd ku muhamad ariffuddin ku muhamad and muhammad amirul hasriq zulkifli |
| topic | Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/26759/1/PPb_KU%20MUHAMAD%20ARIFFUDDIN%20KU%20MUHAMAD%20BM%20M%2016_5.pdf |
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