The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin

This study dedicates the time by viewing factors influencing customer satisfaction in banking sector, a case study in Maybank Terengganu whereby selected nearest branches have been selected. The main objective of the study is to identify the influence of service quality on customer satisfaction in b...

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Main Author:	Sobarudin, Noor Zahira
Format:	Thesis
Language:	English
Published:	2020
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
Online Access:	https://ir.uitm.edu.my/id/eprint/89432/1/89432.pdf
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id	my-uitm-ir.89432
record_format	uketd_dc
spelling	my-uitm-ir.894322024-01-15T02:06:57Z The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin 2020 Sobarudin, Noor Zahira Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling This study dedicates the time by viewing factors influencing customer satisfaction in banking sector, a case study in Maybank Terengganu whereby selected nearest branches have been selected. The main objective of the study is to identify the influence of service quality on customer satisfaction in banking sector, specifically Maybank in Terengganu. The elements of service quality that have been examined in this study include tangibles, reliability, responsiveness, assurance, empathy and customer satisfaction. Sample of 150 customers in Maybank Terengganu were chosen. This is a descriptive research design. In this study, data is being process by using Statistical Package of Social Sciences (SPSS) Version 22. The data is being collected and analyze through descriptive analysis, reliability analysis, frequency analysis, Pearson correlation analysis and multiple regression analysis. According to the result, reliability, responsiveness and assurance are three service quality dimensions from SERVQUAL that influence the customer satisfaction. Finally, from the result of this study the researcher suggests few contributions to the management and also contribution of the theory that can improve the decision making of management especially management in the Maybank branches. 2020 Thesis https://ir.uitm.edu.my/id/eprint/89432/ https://ir.uitm.edu.my/id/eprint/89432/1/89432.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty Of Business Management Mohd Zahari, Ahmad Suffian
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mohd Zahari, Ahmad Suffian
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Sobarudin, Noor Zahira The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin
description	This study dedicates the time by viewing factors influencing customer satisfaction in banking sector, a case study in Maybank Terengganu whereby selected nearest branches have been selected. The main objective of the study is to identify the influence of service quality on customer satisfaction in banking sector, specifically Maybank in Terengganu. The elements of service quality that have been examined in this study include tangibles, reliability, responsiveness, assurance, empathy and customer satisfaction. Sample of 150 customers in Maybank Terengganu were chosen. This is a descriptive research design. In this study, data is being process by using Statistical Package of Social Sciences (SPSS) Version 22. The data is being collected and analyze through descriptive analysis, reliability analysis, frequency analysis, Pearson correlation analysis and multiple regression analysis. According to the result, reliability, responsiveness and assurance are three service quality dimensions from SERVQUAL that influence the customer satisfaction. Finally, from the result of this study the researcher suggests few contributions to the management and also contribution of the theory that can improve the decision making of management especially management in the Maybank branches.
format	Thesis
qualification_level	Master's degree
author	Sobarudin, Noor Zahira
author_facet	Sobarudin, Noor Zahira
author_sort	Sobarudin, Noor Zahira
title	The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin
title_short	The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin
title_full	The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin
title_fullStr	The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin
title_full_unstemmed	The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin
title_sort	factor of customer satisfaction in banking sector: a case study in maybank terengganu / noor zahira sobarudin
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Business Management
publishDate	2020
url	https://ir.uitm.edu.my/id/eprint/89432/1/89432.pdf
_version_	1794192219671887872

The factor of customer satisfaction in banking sector: a case study in Maybank Terengganu / Noor Zahira Sobarudin

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