The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin

The retail industry in petroleum at Malaysia is facing increasingly competitive challenges as with other industries around the world. The study investigated the relationship between five variables of effective interpersonal communication in petrol station at Taman Melati, Kuala Lumpur. There are thr...

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Main Author:	Safarrudin, Muhammad Faidi
Format:	Thesis
Language:	English
Published:	2016
Subjects:	Human behavior Behaviorism Neobehaviorism Behavioral psychology Personality
Online Access:	https://ir.uitm.edu.my/id/eprint/36927/1/36927.pdf
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id	my-uitm-ir.36927
record_format	uketd_dc
spelling	my-uitm-ir.369272022-04-18T06:49:57Z The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin 2016-06 Safarrudin, Muhammad Faidi Human behavior. Behaviorism. Neobehaviorism. Behavioral psychology Personality The retail industry in petroleum at Malaysia is facing increasingly competitive challenges as with other industries around the world. The study investigated the relationship between five variables of effective interpersonal communication in petrol station at Taman Melati, Kuala Lumpur. There are three petrol stations in Taman Melati. The main objective of this study is actually to identify the important aspects of effective interpersonal communication in the petrol station service. Then, it also wants to examine the effectiveness of effective interpersonal communication on customers' satisfaction in the petrol station. The last objective of this research is to evaluate the relationship between effective interpersonal communications with customers' behavioural intention. There are 200 questionnaire were distributed to the respondent in Taman Melati. However, there are only 172 were return back. From 172 questionnaires, 150 of them is complete questionnaire and other 22 is Incomplete questionnaire. Among those five variable tested, personality, ability, verbal communication, non-verbal communication and ethical were the five main predictor variable to overall customers' satisfaction and significantly and positively influence overall customer's satisfaction towards the effective interpersonal communication in petrol station at Taman Melati. Recommendations to the petrol station and discussion for future studies are also provided in this research. 2016-06 Thesis https://ir.uitm.edu.my/id/eprint/36927/ https://ir.uitm.edu.my/id/eprint/36927/1/36927.pdf text en public degree Universiti Teknologi MARA Cawangan Sarawak Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Human behavior Behaviorism Neobehaviorism Behavioral psychology Personality
spellingShingle	Human behavior Behaviorism Neobehaviorism Behavioral psychology Personality Safarrudin, Muhammad Faidi The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin
description	The retail industry in petroleum at Malaysia is facing increasingly competitive challenges as with other industries around the world. The study investigated the relationship between five variables of effective interpersonal communication in petrol station at Taman Melati, Kuala Lumpur. There are three petrol stations in Taman Melati. The main objective of this study is actually to identify the important aspects of effective interpersonal communication in the petrol station service. Then, it also wants to examine the effectiveness of effective interpersonal communication on customers' satisfaction in the petrol station. The last objective of this research is to evaluate the relationship between effective interpersonal communications with customers' behavioural intention. There are 200 questionnaire were distributed to the respondent in Taman Melati. However, there are only 172 were return back. From 172 questionnaires, 150 of them is complete questionnaire and other 22 is Incomplete questionnaire. Among those five variable tested, personality, ability, verbal communication, non-verbal communication and ethical were the five main predictor variable to overall customers' satisfaction and significantly and positively influence overall customer's satisfaction towards the effective interpersonal communication in petrol station at Taman Melati. Recommendations to the petrol station and discussion for future studies are also provided in this research.
format	Thesis
qualification_level	Bachelor degree
author	Safarrudin, Muhammad Faidi
author_facet	Safarrudin, Muhammad Faidi
author_sort	Safarrudin, Muhammad Faidi
title	The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin
title_short	The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin
title_full	The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin
title_fullStr	The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin
title_full_unstemmed	The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin
title_sort	effects of effective interpersonal communication on customers' satisfaction in petrol station at taman melati, kuala lumpur / muhammad faidi safarrudin
granting_institution	Universiti Teknologi MARA Cawangan Sarawak
granting_department	Faculty of Business Management
publishDate	2016
url	https://ir.uitm.edu.my/id/eprint/36927/1/36927.pdf
_version_	1783734376086896640

The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin

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