A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar

Saffone Counselling and Training Consultant (Saffone) provides professional and corporate training programs. The ever expanding training industry in Malaysia requires Saffone to remain competitive to maintain the business and ensure higher return. This research focuses on the study of customer satis...

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Main Authors:	Moktar, Noradawiah, Zainuddin, Noraini, Omar, Noor Zaidah
Format:	Thesis
Language:	English
Published:	2016
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/40342/1/40342.pdf
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id	my-uitm-ir.40342
record_format	uketd_dc
spelling	my-uitm-ir.403422022-11-14T03:05:08Z A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar 2016 Moktar, Noradawiah Zainuddin, Noraini Omar, Noor Zaidah Consumer satisfaction Training of employees. Employer-supported education Saffone Counselling and Training Consultant (Saffone) provides professional and corporate training programs. The ever expanding training industry in Malaysia requires Saffone to remain competitive to maintain the business and ensure higher return. This research focuses on the study of customer satisfaction in the training sector in Saffone by identifying the current business condition of Saffone, determining the relationship between price, service quality and corporate image towards customer satisfaction. The final objective is to propose a strategic initiatives using Blue Ocean Strategy to improve customer satisfaction and ultimately financial performance for Saffone. The primary data was obtained through an interview with key personnel of Saffone. Quantitative data was obtained through survey conducted where questionnaires were distributed to participants of selected courses. Survey questionnaire was analysed using SPSS and analysis such as correlation and regression were used to compute the data. The finding recommended Saffone to focus on its market penetration and product development. There are strong positive relationship between the Price, Corporate Image and Service Quality, the three variables and customer satisfaction. The Blue Ocean Analysis revealed certain initiatives to be taken to increase customer satisfaction and better allocation of its funds. The suggested increase in price would enable funds to be used elsewhere. Service quality dimensions that do not require funding should be raised whilst those that incurs high costs like empathy should be reduced. Reliability and responsiveness can be improved by staff training and better management both of which require minimal injection of funds. Furthermore, creating a customer data base would further enhance Saffone's performance. 2016 Thesis https://ir.uitm.edu.my/id/eprint/40342/ https://ir.uitm.edu.my/id/eprint/40342/1/40342.pdf text en public masters Universiti Teknologi MARA, Johor Faculty of Business Management Daut, Azizah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Daut, Azizah
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Moktar, Noradawiah Zainuddin, Noraini Omar, Noor Zaidah A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar
description	Saffone Counselling and Training Consultant (Saffone) provides professional and corporate training programs. The ever expanding training industry in Malaysia requires Saffone to remain competitive to maintain the business and ensure higher return. This research focuses on the study of customer satisfaction in the training sector in Saffone by identifying the current business condition of Saffone, determining the relationship between price, service quality and corporate image towards customer satisfaction. The final objective is to propose a strategic initiatives using Blue Ocean Strategy to improve customer satisfaction and ultimately financial performance for Saffone. The primary data was obtained through an interview with key personnel of Saffone. Quantitative data was obtained through survey conducted where questionnaires were distributed to participants of selected courses. Survey questionnaire was analysed using SPSS and analysis such as correlation and regression were used to compute the data. The finding recommended Saffone to focus on its market penetration and product development. There are strong positive relationship between the Price, Corporate Image and Service Quality, the three variables and customer satisfaction. The Blue Ocean Analysis revealed certain initiatives to be taken to increase customer satisfaction and better allocation of its funds. The suggested increase in price would enable funds to be used elsewhere. Service quality dimensions that do not require funding should be raised whilst those that incurs high costs like empathy should be reduced. Reliability and responsiveness can be improved by staff training and better management both of which require minimal injection of funds. Furthermore, creating a customer data base would further enhance Saffone's performance.
format	Thesis
qualification_level	Master's degree
author	Moktar, Noradawiah Zainuddin, Noraini Omar, Noor Zaidah
author_facet	Moktar, Noradawiah Zainuddin, Noraini Omar, Noor Zaidah
author_sort	Moktar, Noradawiah
title	A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar
title_short	A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar
title_full	A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar
title_fullStr	A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar
title_full_unstemmed	A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar
title_sort	study on customer satisfaction in the training service sector: saffone counselling training and consultant sdn bhd / noradahwiah moktar, noraini zainuddin and noor zaidah omar
granting_institution	Universiti Teknologi MARA, Johor
granting_department	Faculty of Business Management
publishDate	2016
url	https://ir.uitm.edu.my/id/eprint/40342/1/40342.pdf
_version_	1783734574809874432

A study on customer satisfaction in the training service sector: Saffone Counselling Training and Consultant Sdn Bhd / Noradahwiah Moktar, Noraini Zainuddin and Noor Zaidah Omar

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