Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah

Quality service and customer satisfaction are very important to all organizations. High quality of services provided to customers will give a good image to an organization. Customer satisfaction is an important and critical issue not only in private sector but also in public sector. The aim of this...

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Main Author:	Ilah, Faridah
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Service industries Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/78635/1/78635.pdf
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id	my-uitm-ir.78635
record_format	uketd_dc
spelling	my-uitm-ir.786352023-06-15T01:51:07Z Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah 2014 Ilah, Faridah Service industries Consumer satisfaction Quality service and customer satisfaction are very important to all organizations. High quality of services provided to customers will give a good image to an organization. Customer satisfaction is an important and critical issue not only in private sector but also in public sector. The aim of this research is to analyse the perception of the customers to the quality service of the Central Counter of Lands and Surveys Department in Kota Kinabalu by using SERVPERF model that is tangible, responsiveness and empathy. In addition, the relationship between service quality and customer satisfaction is analysed. A total of 100 respondents who had came to the Central Counter within one week period of time from 17.11.2014 to 22.11.2014 has been given questionnaire but only 62 were responded. The data obtained were analysed by using (SPSS). Empathy is found to be most closely associated with customer satisfaction. Furthermore, there is a positive relationship between customers' satisfaction and service quality. Overall, the customers were satisfied with the quality service of the Central Counter in Lands and Surveys Department, Kota Kinabalu. 2014 Thesis https://ir.uitm.edu.my/id/eprint/78635/ https://ir.uitm.edu.my/id/eprint/78635/1/78635.pdf text en public masters Universiti Teknologi MARA, Sabah Faculty of Administrative Science and Policy Studies
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Service industries Consumer satisfaction
spellingShingle	Service industries Consumer satisfaction Ilah, Faridah Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah
description	Quality service and customer satisfaction are very important to all organizations. High quality of services provided to customers will give a good image to an organization. Customer satisfaction is an important and critical issue not only in private sector but also in public sector. The aim of this research is to analyse the perception of the customers to the quality service of the Central Counter of Lands and Surveys Department in Kota Kinabalu by using SERVPERF model that is tangible, responsiveness and empathy. In addition, the relationship between service quality and customer satisfaction is analysed. A total of 100 respondents who had came to the Central Counter within one week period of time from 17.11.2014 to 22.11.2014 has been given questionnaire but only 62 were responded. The data obtained were analysed by using (SPSS). Empathy is found to be most closely associated with customer satisfaction. Furthermore, there is a positive relationship between customers' satisfaction and service quality. Overall, the customers were satisfied with the quality service of the Central Counter in Lands and Surveys Department, Kota Kinabalu.
format	Thesis
qualification_level	Master's degree
author	Ilah, Faridah
author_facet	Ilah, Faridah
author_sort	Ilah, Faridah
title	Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah
title_short	Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah
title_full	Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah
title_fullStr	Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah
title_full_unstemmed	Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah
title_sort	service quality and customer satisfaction : focus on physical surrounding at central counter, lands and surveys department kota kinabalu / faridah ilah
granting_institution	Universiti Teknologi MARA, Sabah
granting_department	Faculty of Administrative Science and Policy Studies
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/78635/1/78635.pdf
_version_	1783736260590829568

Service quality and customer satisfaction : focus on physical surrounding at Central Counter, Lands and Surveys Department Kota Kinabalu / Faridah Ilah

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