The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid

This study attempts to examine the relation ship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu. The study was conducted using a se t of questionnaire to 285 employees of Universiti Malaysia Terengganu and a convenience sampling is employed . Th e...

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Bibliographic Details
Main Author:	Abd Wahid, Norain
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer satisfaction Malaysia
Online Access:	https://ir.uitm.edu.my/id/eprint/69891/1/69891.pdf
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id	my-uitm-ir.69891
record_format	uketd_dc
spelling	my-uitm-ir.698912022-12-19T04:52:14Z The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid 2014 Abd Wahid, Norain Consumer satisfaction Customer services. Customer relations Malaysia This study attempts to examine the relation ship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu. The study was conducted using a se t of questionnaire to 285 employees of Universiti Malaysia Terengganu and a convenience sampling is employed . Th e survey instruments included a demographic survey , service quality and customer satisfaction . The study was used SPSS for windows 19 .0 statistical software to organize and analyze all the data collected. The collected data was analyzed using descriptive analysis and correlation analysis. There result of the study showed that there is a significant relat10nship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu. Meanwhile the result of this study contributed to existing theory by confirming the relationship between service quality, customer satisfaction and SERVQUAL dimensions. Besides that, this study may be important because it ma y provide valuable information for top management in order to comprehend significant relationship regarding the service quality and customer satisfaction level in relation its organization . 2014 Thesis https://ir.uitm.edu.my/id/eprint/69891/ https://ir.uitm.edu.my/id/eprint/69891/1/69891.pdf text en public degree Universiti Teknologi MARA, Kelantan Faculty of Business and Management M. Saleh, Abdullah Syukri
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	M. Saleh, Abdullah Syukri
topic	Consumer satisfaction Consumer satisfaction Malaysia
spellingShingle	Consumer satisfaction Consumer satisfaction Malaysia Abd Wahid, Norain The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid
description	This study attempts to examine the relation ship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu. The study was conducted using a se t of questionnaire to 285 employees of Universiti Malaysia Terengganu and a convenience sampling is employed . Th e survey instruments included a demographic survey , service quality and customer satisfaction . The study was used SPSS for windows 19 .0 statistical software to organize and analyze all the data collected. The collected data was analyzed using descriptive analysis and correlation analysis. There result of the study showed that there is a significant relat10nship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu. Meanwhile the result of this study contributed to existing theory by confirming the relationship between service quality, customer satisfaction and SERVQUAL dimensions. Besides that, this study may be important because it ma y provide valuable information for top management in order to comprehend significant relationship regarding the service quality and customer satisfaction level in relation its organization .
format	Thesis
qualification_level	Bachelor degree
author	Abd Wahid, Norain
author_facet	Abd Wahid, Norain
author_sort	Abd Wahid, Norain
title	The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid
title_short	The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid
title_full	The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid
title_fullStr	The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid
title_full_unstemmed	The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid
title_sort	relationship between service quality and customer satisfaction at chancellery of universiti malaysia terengganu / norain abd wahid
granting_institution	Universiti Teknologi MARA, Kelantan
granting_department	Faculty of Business and Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/69891/1/69891.pdf
_version_	1783735911829209088

The relationship between service quality and customer satisfaction at Chancellery of Universiti Malaysia Terengganu / Norain Abd Wahid

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