A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni

Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers’ perspective so as to understand...

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Main Author:	Saruni, Nurul Azwan
Format:	Thesis
Language:	English
Published:	2020
Subjects:	HD Industries Land use Labor HF Commerce Consumer satisfaction Job satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/75364/1/75364.pdf
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id	my-uitm-ir.75364
record_format	uketd_dc
spelling	my-uitm-ir.753642023-03-28T08:01:42Z A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni 2020-07 Saruni, Nurul Azwan HD Industries. Land use. Labor Management. Industrial Management Total quality management. Benchmarking Fishers. Fishermen HF Commerce Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Job satisfaction Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers’ perspective so as to understand their-needs and satisfy them. Service quality is considered to be very critical to any modern business because it contributes higher customer satisfaction, profitability, reduced cost, improved customer loyalty and retention. The main purpose of this study is to assess customer satisfaction and service quality using SERVQUAL model within LKIM working environment. Other purposes include how customers perceive service quality; identify service quality dimensions that contribute to higher satisfaction, factors hindering customer satisfaction and what should be done to improve customer satisfaction for LKIM customers. A questionnaire was designed and distributed to respondents using a convenience sampling technique for LKIM customers. The analysis carried found that, the overall service quality perceived by customers was not satisfactory; means customers expectations exceeded perceptions. Also analysis revealed that LKIM Customer Care, availability, handsets flexibility and air time charges are the critical factors that hinder satisfaction. As far as theory is concerned findings reveals that SERVQUAL model is not the best tool to use in measuring service quality for LKIM because the dimensions were negative gap.But the method still relevant to use in this time. This study contributes to the already existing studies examining service quality within LKIM using SERVQUAL model. 2020-07 Thesis https://ir.uitm.edu.my/id/eprint/75364/ https://ir.uitm.edu.my/id/eprint/75364/1/75364.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty Of Business Management Wan Abdul Aziz, Wan Asri
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Wan Abdul Aziz, Wan Asri
topic	HD Industries Land use Labor HD Industries Land use Labor HD Industries Land use Labor HD Industries Land use Labor HF Commerce HD Industries Land use Labor Consumer satisfaction HD Industries Land use Labor Job satisfaction
spellingShingle	HD Industries Land use Labor HD Industries Land use Labor HD Industries Land use Labor HD Industries Land use Labor HF Commerce HD Industries Land use Labor Consumer satisfaction HD Industries Land use Labor Job satisfaction Saruni, Nurul Azwan A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni
description	Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers’ perspective so as to understand their-needs and satisfy them. Service quality is considered to be very critical to any modern business because it contributes higher customer satisfaction, profitability, reduced cost, improved customer loyalty and retention. The main purpose of this study is to assess customer satisfaction and service quality using SERVQUAL model within LKIM working environment. Other purposes include how customers perceive service quality; identify service quality dimensions that contribute to higher satisfaction, factors hindering customer satisfaction and what should be done to improve customer satisfaction for LKIM customers. A questionnaire was designed and distributed to respondents using a convenience sampling technique for LKIM customers. The analysis carried found that, the overall service quality perceived by customers was not satisfactory; means customers expectations exceeded perceptions. Also analysis revealed that LKIM Customer Care, availability, handsets flexibility and air time charges are the critical factors that hinder satisfaction. As far as theory is concerned findings reveals that SERVQUAL model is not the best tool to use in measuring service quality for LKIM because the dimensions were negative gap.But the method still relevant to use in this time. This study contributes to the already existing studies examining service quality within LKIM using SERVQUAL model.
format	Thesis
qualification_level	Master's degree
author	Saruni, Nurul Azwan
author_facet	Saruni, Nurul Azwan
author_sort	Saruni, Nurul Azwan
title	A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni
title_short	A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni
title_full	A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni
title_fullStr	A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni
title_full_unstemmed	A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni
title_sort	study on fisherman satisfaction toward service quality in lembaga kemajuan ikan malaysia (lkim) dungun, terengganu, malaysia / nurul azwan saruni
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Business Management
publishDate	2020
url	https://ir.uitm.edu.my/id/eprint/75364/1/75364.pdf
_version_	1783736047828467712

A study on fisherman satisfaction toward service quality in Lembaga Kemajuan Ikan Malaysia (LKIM) Dungun, Terengganu, Malaysia / Nurul Azwan Saruni

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