Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi

The study was a descriptive research to investigate the elements that can identify the customers'satisfaction and service quality towards frontline staff at Yayasan Sarawak. The entire report of the study was structured into five (5) chapters. Chapter one was a presentation of the background o...

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Main Author:	Alwi, Nur Affiqah
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Service industries Business education Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/25350/1/25350.PDF
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id	my-uitm-ir.25350
record_format	uketd_dc
spelling	my-uitm-ir.253502020-12-15T06:04:45Z Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi 2015-12 Alwi, Nur Affiqah Service industries Business education Consumer satisfaction Financial management. Business finance. Corporation finance The study was a descriptive research to investigate the elements that can identify the customers'satisfaction and service quality towards frontline staff at Yayasan Sarawak. The entire report of the study was structured into five (5) chapters. Chapter one was a presentation of the background of the study, problem statement, objectives, research questions, significance and scope of the study. The majority of respondents are female respondents. The highest respondents are from the 20 years old and below. The single respondents are the majority of marital status and Chinese is the most race group of the respondent. The occupational is most for the respondents that are from private sector. Chapter two was a comprehensive presentation of the literature that was reviewed for the study. These were relevant concepts and theories of the research topic. They include the concepts of customer satisfaction, front line staff and service quality. Chapter Three was the methodology of the study, it presented the research design, population, sampling technique,sample size, unit of analysis, instrument, data collection procedure and data analysis. Chapter Four was a presentation and analysis of the data collected. It started with a profile of the respondents (customers) and descriptive statistics of service quality and customer satisfaction. Universiti Teknologi MARA Sarawak,Kampus Samarahan 2015-12 Thesis https://ir.uitm.edu.my/id/eprint/25350/ https://ir.uitm.edu.my/id/eprint/25350/1/25350.PDF text en public degree Universiti Teknologi MARA Sarawak,Kampus Samarahan Faculty of Business and Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Service industries Business education Consumer satisfaction Service industries
spellingShingle	Service industries Business education Consumer satisfaction Service industries Alwi, Nur Affiqah Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
description	The study was a descriptive research to investigate the elements that can identify the customers'satisfaction and service quality towards frontline staff at Yayasan Sarawak. The entire report of the study was structured into five (5) chapters. Chapter one was a presentation of the background of the study, problem statement, objectives, research questions, significance and scope of the study. The majority of respondents are female respondents. The highest respondents are from the 20 years old and below. The single respondents are the majority of marital status and Chinese is the most race group of the respondent. The occupational is most for the respondents that are from private sector. Chapter two was a comprehensive presentation of the literature that was reviewed for the study. These were relevant concepts and theories of the research topic. They include the concepts of customer satisfaction, front line staff and service quality. Chapter Three was the methodology of the study, it presented the research design, population, sampling technique,sample size, unit of analysis, instrument, data collection procedure and data analysis. Chapter Four was a presentation and analysis of the data collected. It started with a profile of the respondents (customers) and descriptive statistics of service quality and customer satisfaction.
format	Thesis
qualification_level	Bachelor degree
author	Alwi, Nur Affiqah
author_facet	Alwi, Nur Affiqah
author_sort	Alwi, Nur Affiqah
title	Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_short	Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_full	Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_fullStr	Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_full_unstemmed	Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi
title_sort	customer's satisfaction and service quality towards frontline staff at yayasan sarawak / nur affiqah alwi
granting_institution	Universiti Teknologi MARA Sarawak,Kampus Samarahan
granting_department	Faculty of Business and Management
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/25350/1/25350.PDF
_version_	1783733861646073856

Customer's satisfaction and service quality towards frontline staff at Yayasan Sarawak / Nur Affiqah Alwi

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