Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee

“In Malaysia, there are several types of banking industries such as investment banks, commercial banks and Islamic banks" (Jayaraman, 2010). They represent as the primary mobiliser of funds and also being financial sources to support national economic activities. The customers are the main vari...

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Main Author:	Ramlee, Fadzilah
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Organizational effectiveness Performance measurement Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/37013/1/37013.pdf
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id	my-uitm-ir.37013
record_format	uketd_dc
spelling	my-uitm-ir.370132020-11-23T12:49:19Z Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee 2015-07 Ramlee, Fadzilah Organizational effectiveness. Performance measurement Consumer satisfaction “In Malaysia, there are several types of banking industries such as investment banks, commercial banks and Islamic banks" (Jayaraman, 2010). They represent as the primary mobiliser of funds and also being financial sources to support national economic activities. The customers are the main variables that will lead development of the banking industries. It is because, without the customers, banking industries could not grow up efficiently and effectively. In developing and increasingly competitive on banking industries, organization must establish something different in order to make them apart from the crowd. “There are some elements have been used in segmentation by banking industries such as convenience, product lines and customer service ” (Simpson, 2006). Besides that, organization also is focusing their attention on customer service which is means it is increasing customer loyalty and retention. In order to achieve the goal of increasing customer retention, the relationship between employees satisfaction who are responsible in being service provider, customer service quality which means the customer behaviors that those attitudes lead to and the customer satisfaction which the behaviors from customers has become important part of investigation. 2015-07 Thesis https://ir.uitm.edu.my/id/eprint/37013/ https://ir.uitm.edu.my/id/eprint/37013/1/37013.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	Organizational effectiveness Performance measurement Consumer satisfaction
spellingShingle	Organizational effectiveness Performance measurement Consumer satisfaction Ramlee, Fadzilah Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee
description	“In Malaysia, there are several types of banking industries such as investment banks, commercial banks and Islamic banks" (Jayaraman, 2010). They represent as the primary mobiliser of funds and also being financial sources to support national economic activities. The customers are the main variables that will lead development of the banking industries. It is because, without the customers, banking industries could not grow up efficiently and effectively. In developing and increasingly competitive on banking industries, organization must establish something different in order to make them apart from the crowd. “There are some elements have been used in segmentation by banking industries such as convenience, product lines and customer service ” (Simpson, 2006). Besides that, organization also is focusing their attention on customer service which is means it is increasing customer loyalty and retention. In order to achieve the goal of increasing customer retention, the relationship between employees satisfaction who are responsible in being service provider, customer service quality which means the customer behaviors that those attitudes lead to and the customer satisfaction which the behaviors from customers has become important part of investigation.
format	Thesis
qualification_level	Bachelor degree
author	Ramlee, Fadzilah
author_facet	Ramlee, Fadzilah
author_sort	Ramlee, Fadzilah
title	Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee
title_short	Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee
title_full	Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee
title_fullStr	Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee
title_full_unstemmed	Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee
title_sort	relationship between service quality and customer satisfaction at tabungan haji kuching / fadzilah ramlee
granting_institution	Universiti Teknologi MARA Cawangan Sarawak
granting_department	Faculty of Business Management
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/37013/1/37013.pdf
_version_	1783734384845651968

Relationship between service quality and customer satisfaction at Tabungan Haji Kuching / Fadzilah Ramlee

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