Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut

The purpose of this paper is to explore the relationship between service quality, trust, communication effectiveness, customer satisfaction and customer loyalty in service delivery. This paper hopes to understand the service quality in service delivery of the District Office. We usually heard the co...

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Bibliographic Details
Main Author:	Amut, Douglas
Format:	Thesis
Language:	English
Published:	2008
Subjects:	HF Commerce Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/90399/1/90399.pdf
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id	my-uitm-ir.90399
record_format	uketd_dc
spelling	my-uitm-ir.903992024-03-19T06:56:08Z Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut 2008 Amut, Douglas HF Commerce Consumer satisfaction The purpose of this paper is to explore the relationship between service quality, trust, communication effectiveness, customer satisfaction and customer loyalty in service delivery. This paper hopes to understand the service quality in service delivery of the District Office. We usually heard the common criticism of the public on the poor quality of services rendered by the government staff. As fronts-liners, the quality of service given by the government staff will have a tremendous influence on the public perceptions of quality of the public services. Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty. Hence, the primary objective of service providers and marketers is identical; i.e. to develop and provide services that satisfy customer needs and expectations. 2008 Thesis https://ir.uitm.edu.my/id/eprint/90399/ https://ir.uitm.edu.my/id/eprint/90399/1/90399.pdf text en public degree Universiti Teknologi MARA, Sarawak Faculty of Business management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	HF Commerce Consumer satisfaction
spellingShingle	HF Commerce Consumer satisfaction Amut, Douglas Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut
description	The purpose of this paper is to explore the relationship between service quality, trust, communication effectiveness, customer satisfaction and customer loyalty in service delivery. This paper hopes to understand the service quality in service delivery of the District Office. We usually heard the common criticism of the public on the poor quality of services rendered by the government staff. As fronts-liners, the quality of service given by the government staff will have a tremendous influence on the public perceptions of quality of the public services. Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty. Hence, the primary objective of service providers and marketers is identical; i.e. to develop and provide services that satisfy customer needs and expectations.
format	Thesis
qualification_level	Bachelor degree
author	Amut, Douglas
author_facet	Amut, Douglas
author_sort	Amut, Douglas
title	Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut
title_short	Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut
title_full	Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut
title_fullStr	Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut
title_full_unstemmed	Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut
title_sort	understanding service quality in service delivery to local customer: a study of a district office / douglas amut
granting_institution	Universiti Teknologi MARA, Sarawak
granting_department	Faculty of Business management
publishDate	2008
url	https://ir.uitm.edu.my/id/eprint/90399/1/90399.pdf
_version_	1794192241130995712

Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut

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