A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar

The purpose of this study is to investigate the impact of service quality and relationship quality on customer satisfaction at a Celcom Outlet in Kemaman. The research was conducted based on nine hyphothesis that relate to the elements of independent variables that is service quality and relationshi...

Full description

Saved in:

Bibliographic Details
Main Author:	Azhar, Fatin Amirah
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/89091/1/89091.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.89091
record_format	uketd_dc
spelling	my-uitm-ir.890912024-01-08T11:05:28Z A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar 2015-06 Azhar, Fatin Amirah Consumer satisfaction The purpose of this study is to investigate the impact of service quality and relationship quality on customer satisfaction at a Celcom Outlet in Kemaman. The research was conducted based on nine hyphothesis that relate to the elements of independent variables that is service quality and relationship quality with dependent variables that is customer satisfaction. This research uses correlation and regression analysis to investigate the impact of service quality and relationship quality on customer satisfaction. In conducting this research, the instrument of data collection method used in this research was a questionnaire which has been adapted from previous studies and the data was analyzed usisng the Statistical Package in the Social Science Software (SPSS) version 20. In this study, the unit of analysis are the individual customer of Celcom Outlet in Kemaman. The findings of the study showed that service quality and relationship quality positively affect customer satisfaction. The results also revealed that, among the five elements of service quality, only reliability and responsiveness significantly influnce customer satisfaction. Both elements of relationship quality, customer trust and customer commitment significantly positive effect on customer satisfaction. The conclusion and suggestions for future research were made as to develop better understanding on the impact of both service elements on customer satisfaction. 2015-06 Thesis https://ir.uitm.edu.my/id/eprint/89091/ https://ir.uitm.edu.my/id/eprint/89091/1/89091.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty Of Business Management Abd Rahman, Baharom
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Abd Rahman, Baharom
topic	Consumer satisfaction
spellingShingle	Consumer satisfaction Azhar, Fatin Amirah A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar
description	The purpose of this study is to investigate the impact of service quality and relationship quality on customer satisfaction at a Celcom Outlet in Kemaman. The research was conducted based on nine hyphothesis that relate to the elements of independent variables that is service quality and relationship quality with dependent variables that is customer satisfaction. This research uses correlation and regression analysis to investigate the impact of service quality and relationship quality on customer satisfaction. In conducting this research, the instrument of data collection method used in this research was a questionnaire which has been adapted from previous studies and the data was analyzed usisng the Statistical Package in the Social Science Software (SPSS) version 20. In this study, the unit of analysis are the individual customer of Celcom Outlet in Kemaman. The findings of the study showed that service quality and relationship quality positively affect customer satisfaction. The results also revealed that, among the five elements of service quality, only reliability and responsiveness significantly influnce customer satisfaction. Both elements of relationship quality, customer trust and customer commitment significantly positive effect on customer satisfaction. The conclusion and suggestions for future research were made as to develop better understanding on the impact of both service elements on customer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Azhar, Fatin Amirah
author_facet	Azhar, Fatin Amirah
author_sort	Azhar, Fatin Amirah
title	A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar
title_short	A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar
title_full	A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar
title_fullStr	A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar
title_full_unstemmed	A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar
title_sort	study on the impacts of service quality and relationship quality on customer satisfaction at a celcom outlet in kemaman / fatin amirah azhar
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Business Management
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/89091/1/89091.pdf
_version_	1794192198514769920

A study on the impacts of service quality and relationship quality on customer satisfaction at a Celcom outlet in Kemaman / Fatin Amirah Azhar

Similar Items