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: Razali, Rohaya
Format: Thesis
Language:English
Published: 2005
Subjects:
Online Access:https://ir.uitm.edu.my/id/eprint/74730/1/74730.pdf
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spelling my-uitm-ir.747302023-03-21T02:28:12Z Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali 2005 Razali, Rohaya Banking Data processing Observation (Educational methods) 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. 2005 Thesis https://ir.uitm.edu.my/id/eprint/74730/ https://ir.uitm.edu.my/id/eprint/74730/1/74730.pdf text en public degree Universiti Teknologi MARA, Kelantan Faculty of Business and Management Nik Ismail, Nik Rozhan
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
advisor Nik Ismail, Nik Rozhan
topic Banking
Data processing
Observation (Educational methods)
spellingShingle Banking
Data processing
Observation (Educational methods)
Razali, Rohaya
Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali
description 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.
format Thesis
qualification_level Bachelor degree
author Razali, Rohaya
author_facet Razali, Rohaya
author_sort Razali, Rohaya
title Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali
title_short Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali
title_full Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali
title_fullStr Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali
title_full_unstemmed Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali
title_sort measuring the level of customer satisfaction towards the service offered by rhb bank kota bharu / rohaya razali
granting_institution Universiti Teknologi MARA, Kelantan
granting_department Faculty of Business and Management
publishDate 2005
url https://ir.uitm.edu.my/id/eprint/74730/1/74730.pdf
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