Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali
The study measures the level of customer satisfaction towards the services offered by RHB BANK KOTA BHARU by using 5 service quality dimensions. In order to carry out the study the researcher has distributed 100 questionnaires too 100 convenient respondents . The data has been analyzed by using Freq...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2005
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/74730/1/74730.pdf |
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| Summary: | The study measures the level of customer satisfaction towards the services offered by RHB BANK KOTA BHARU by using 5 service quality dimensions. In order to carry out the study the researcher has distributed 100 questionnaires too 100 convenient respondents . The data has been analyzed by using Frequency, Cross- Tabulation and Chi-Square and Linear Regression.
The results shows that the dissatisfaction exists in all 5 service quality dimensions especially in Reliability, Assurance, Responsiveness , Tangible and
complaint was on Empathy the least
So in order to improve the services in RHB BANK KOTA BHARU, the researcher has offered several suggestions namely, the firm should improved their service in term of promised service dependably and accurately , employee who have product knowledge, and send their staff for training program in order for them to improved their skills especially in term of customer services. |
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