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:	Banking Data processing Observation (Educational methods)
Online Access:	https://ir.uitm.edu.my/id/eprint/74730/1/74730.pdf
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id	my-uitm-ir.74730
record_format	uketd_dc
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
_version_	1783736024816418816

Measuring the level of customer satisfaction towards the service offered by RHB Bank Kota Bharu / Rohaya Razali

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