Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman

Department of Veterinary Services Johor, Johor Bahru had received complaints on their services. However, complaints were vague and unspecific. Researchers decided to adapt the SERVQUAL framework in this study to identify the satisfaction of customers towards DVS Johor, Johor Bahru and may improve on...

Full description

Saved in:

Bibliographic Details
Main Authors:	Shukor, Muhammad Harris, Rushdi, Ruhil Izzati, Rosman, Nabiha
Format:	Thesis
Language:	English
Published:	2022
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/99100/1/99100.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.99100
record_format	uketd_dc
spelling	my-uitm-ir.991002024-07-28T16:10:20Z Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman 2022 Shukor, Muhammad Harris Rushdi, Ruhil Izzati Rosman, Nabiha Consumer satisfaction Customer services. Customer relations Department of Veterinary Services Johor, Johor Bahru had received complaints on their services. However, complaints were vague and unspecific. Researchers decided to adapt the SERVQUAL framework in this study to identify the satisfaction of customers towards DVS Johor, Johor Bahru and may improve on which area that needed to be focus on. This study uses the SWOT (Strength, Weakness, Opportunity and Threats) approach to analyse the issues at Department of Veterinary Services Johor, Johor Bahru. This study aims to investigate the relationship between determinants of service quality with customer's satisfaction. The determinants are Tangibility, Empathy, Reliability, Responsiveness and Assurance. The approach of this study is a quantitative method using a structured questionnaire. A total of 278 questionnaire forms were collected and processed using the statistical tool SPSS to test the hypotheses that had been developed. In this study, researchers found that responsiveness has moderate relationship with customer's satisfaction. Tangibility and assurance have low relationship with customer's satisfaction. Empathy and responsiveness have very low relationship with customer's satisfaction. All null hypotheses are rejected. Therefore, Department of Veterinary Services Johor, Johor Bahru need to improve on the responsiveness factors to cater customer's satisfaction. 2022 Thesis https://ir.uitm.edu.my/id/eprint/99100/ https://ir.uitm.edu.my/id/eprint/99100/1/99100.pdf text en public masters Universiti Teknologi MARA, Johor Arshad Ayub Graduate Business School
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Shukor, Muhammad Harris Rushdi, Ruhil Izzati Rosman, Nabiha Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman
description	Department of Veterinary Services Johor, Johor Bahru had received complaints on their services. However, complaints were vague and unspecific. Researchers decided to adapt the SERVQUAL framework in this study to identify the satisfaction of customers towards DVS Johor, Johor Bahru and may improve on which area that needed to be focus on. This study uses the SWOT (Strength, Weakness, Opportunity and Threats) approach to analyse the issues at Department of Veterinary Services Johor, Johor Bahru. This study aims to investigate the relationship between determinants of service quality with customer's satisfaction. The determinants are Tangibility, Empathy, Reliability, Responsiveness and Assurance. The approach of this study is a quantitative method using a structured questionnaire. A total of 278 questionnaire forms were collected and processed using the statistical tool SPSS to test the hypotheses that had been developed. In this study, researchers found that responsiveness has moderate relationship with customer's satisfaction. Tangibility and assurance have low relationship with customer's satisfaction. Empathy and responsiveness have very low relationship with customer's satisfaction. All null hypotheses are rejected. Therefore, Department of Veterinary Services Johor, Johor Bahru need to improve on the responsiveness factors to cater customer's satisfaction.
format	Thesis
qualification_level	Master's degree
author	Shukor, Muhammad Harris Rushdi, Ruhil Izzati Rosman, Nabiha
author_facet	Shukor, Muhammad Harris Rushdi, Ruhil Izzati Rosman, Nabiha
author_sort	Shukor, Muhammad Harris
title	Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman
title_short	Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman
title_full	Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman
title_fullStr	Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman
title_full_unstemmed	Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman
title_sort	determinants of service quality affecting the customer's satisfaction in department of veterinary service johor, johor bahru / muhammad harris shukor, ruhil izzati rushdi and nabiha rosman
granting_institution	Universiti Teknologi MARA, Johor
granting_department	Arshad Ayub Graduate Business School
publishDate	2022
url	https://ir.uitm.edu.my/id/eprint/99100/1/99100.pdf
_version_	1811768984266080256

Determinants of service quality affecting the customer's satisfaction in department of veterinary service Johor, Johor Bahru / Muhammad Harris Shukor, Ruhil Izzati Rushdi and Nabiha Rosman

Similar Items