The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli

Service quality is conceptualized as the difference between customer expectation for services performance prior to the services encounter and their perception of the actual service received. Service quality is equal to the difference between the perception and expectation. Services quality also bec...

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Bibliographic Details
Main Author:	Rodzli, Najmi Nadhirah
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer satisfaction Malaysia
Online Access:	https://ir.uitm.edu.my/id/eprint/69927/1/69927.pdf
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id	my-uitm-ir.69927
record_format	uketd_dc
spelling	my-uitm-ir.699272023-01-03T01:59:06Z The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli 2014 Rodzli, Najmi Nadhirah Consumer satisfaction Customer services. Customer relations Malaysia Service quality is conceptualized as the difference between customer expectation for services performance prior to the services encounter and their perception of the actual service received. Service quality is equal to the difference between the perception and expectation. Services quality also become an important antecedent to customer satisfaction, which is inextricably linked to consumer pre-purchased behavior and consumption decision making. Quality plays an important role to the company that should be understood properly. This research is focused on the services quality and customer satisfaction at Institut Aminuddin Baki (IAB) Cawangan Utara, Kedah. The objective of this study is to identify the factors of services quality that influence customer satisfaction at Institut Aminuddin Baki (IAB) Cawangan Utara, Kedah. About 103 questionnaires were distributed among the customers who comes to Institut Aminuddin Baki (IAB) Cawangan Utara. The study has shown that the Institut Aminuddin Baki (IAB) Cawangan Utara take services quality and customer satisfaction as one of important aspects in order to improve their services towords the customers. Based on the findings, it was conclude that Institut Aminuddin Baki (IAB) is a good and comfortable place to the customers. The study also shows that there was a relationship between customer satisfaction and service quality at Institut Aminuddin Baki (IAB). In the end, the study had provided several recomendation in order to increase the service quality as well to have the customers satisfaction. 2014 Thesis https://ir.uitm.edu.my/id/eprint/69927/ https://ir.uitm.edu.my/id/eprint/69927/1/69927.pdf text en public degree Universiti Teknologi MARA, Kelantan Faculty of Business and Management Muhammad, Norrini
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Muhammad, Norrini
topic	Consumer satisfaction Consumer satisfaction Malaysia
spellingShingle	Consumer satisfaction Consumer satisfaction Malaysia Rodzli, Najmi Nadhirah The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli
description	Service quality is conceptualized as the difference between customer expectation for services performance prior to the services encounter and their perception of the actual service received. Service quality is equal to the difference between the perception and expectation. Services quality also become an important antecedent to customer satisfaction, which is inextricably linked to consumer pre-purchased behavior and consumption decision making. Quality plays an important role to the company that should be understood properly. This research is focused on the services quality and customer satisfaction at Institut Aminuddin Baki (IAB) Cawangan Utara, Kedah. The objective of this study is to identify the factors of services quality that influence customer satisfaction at Institut Aminuddin Baki (IAB) Cawangan Utara, Kedah. About 103 questionnaires were distributed among the customers who comes to Institut Aminuddin Baki (IAB) Cawangan Utara. The study has shown that the Institut Aminuddin Baki (IAB) Cawangan Utara take services quality and customer satisfaction as one of important aspects in order to improve their services towords the customers. Based on the findings, it was conclude that Institut Aminuddin Baki (IAB) is a good and comfortable place to the customers. The study also shows that there was a relationship between customer satisfaction and service quality at Institut Aminuddin Baki (IAB). In the end, the study had provided several recomendation in order to increase the service quality as well to have the customers satisfaction.
format	Thesis
qualification_level	Bachelor degree
author	Rodzli, Najmi Nadhirah
author_facet	Rodzli, Najmi Nadhirah
author_sort	Rodzli, Najmi Nadhirah
title	The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli
title_short	The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli
title_full	The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli
title_fullStr	The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli
title_full_unstemmed	The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli
title_sort	relationship between services quality and customers satisfaction at institut amiduddin baki (iab) in kedah / najmi nadhirah rodzli
granting_institution	Universiti Teknologi MARA, Kelantan
granting_department	Faculty of Business and Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/69927/1/69927.pdf
_version_	1783735916309774336

The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli

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