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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主要作者: Ilah, Faridah
格式: Thesis
语言:English
出版: 2014
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在线阅读:https://ir.uitm.edu.my/id/eprint/78635/1/78635.pdf
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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
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