Level Of Service Quality Of Sme Laboratory Services On Customer Expectation
Dalam persekitaran perniagaan kini, syarikat-syarikat perkhidmatan makmal perlu memahami dan mengukur jangkaan pelanggan berdasarkan perspektif pelanggan dalam usaha untuk mengurangkan jurang dalam kualiti perkhidmatan mereka. Objektif kajian ini adalah untuk mengkaji hubungan antara kualiti perk...
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| Format: | Thesis |
| Language: | English |
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2015
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| Online Access: | http://eprints.usm.my/30371/1/Thesis_Final_YLM3.pdf |
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my-usm-ep.303712019-04-12T05:25:34Z Level Of Service Quality Of Sme Laboratory Services On Customer Expectation 2015-12 Yeow , Liang Ming HF5001-6182 Business Dalam persekitaran perniagaan kini, syarikat-syarikat perkhidmatan makmal perlu memahami dan mengukur jangkaan pelanggan berdasarkan perspektif pelanggan dalam usaha untuk mengurangkan jurang dalam kualiti perkhidmatan mereka. Objektif kajian ini adalah untuk mengkaji hubungan antara kualiti perkhidmatan makmal dan jangkaan pelanggan di Malaysia dikaitkan oleh budaya. Salah satu cabaran terbesar yang dihadapi oleh makmal komersial SME hari ini adalah keperluan untuk membangunkan model perniagaan baru yang mementingkan kepada memenuhi jangkaan pelanggan. In current business environment, laboratory service companies need to understand and measure the customer expectations based on customers’ perspective in order to reduce the gaps in their service quality. The objective of this study is to examine the relationship between lab service quality and customer expectation in Malaysia moderated by culture. One of the biggest challenges facing by SME commercial laboratory today is the need to develop new business models that stress on meeting the customer expectation. 2015-12 Thesis http://eprints.usm.my/30371/ http://eprints.usm.my/30371/1/Thesis_Final_YLM3.pdf application/pdf en public masters Universiti Sains Malaysia Pusat Pengajian Siswazah Perniagaan |
| institution |
Universiti Sains Malaysia |
| collection |
USM Institutional Repository |
| language |
English |
| topic |
HF5001-6182 Business |
| spellingShingle |
HF5001-6182 Business Yeow , Liang Ming Level Of Service Quality Of Sme Laboratory Services On Customer Expectation |
| description |
Dalam persekitaran perniagaan kini, syarikat-syarikat perkhidmatan makmal perlu
memahami dan mengukur jangkaan pelanggan berdasarkan perspektif pelanggan dalam usaha
untuk mengurangkan jurang dalam kualiti perkhidmatan mereka. Objektif kajian ini adalah untuk
mengkaji hubungan antara kualiti perkhidmatan makmal dan jangkaan pelanggan di Malaysia
dikaitkan oleh budaya. Salah satu cabaran terbesar yang dihadapi oleh makmal komersial SME
hari ini adalah keperluan untuk membangunkan model perniagaan baru yang mementingkan
kepada memenuhi jangkaan pelanggan.
In current business environment, laboratory service companies need to understand and
measure the customer expectations based on customers’ perspective in order to reduce the gaps
in their service quality. The objective of this study is to examine the relationship between lab
service quality and customer expectation in Malaysia moderated by culture. One of the biggest
challenges facing by SME commercial laboratory today is the need to develop new business
models that stress on meeting the customer expectation. |
| format |
Thesis |
| qualification_level |
Master's degree |
| author |
Yeow , Liang Ming |
| author_facet |
Yeow , Liang Ming |
| author_sort |
Yeow , Liang Ming |
| title |
Level Of Service Quality Of Sme Laboratory Services
On Customer Expectation |
| title_short |
Level Of Service Quality Of Sme Laboratory Services
On Customer Expectation |
| title_full |
Level Of Service Quality Of Sme Laboratory Services
On Customer Expectation |
| title_fullStr |
Level Of Service Quality Of Sme Laboratory Services
On Customer Expectation |
| title_full_unstemmed |
Level Of Service Quality Of Sme Laboratory Services
On Customer Expectation |
| title_sort |
level of service quality of sme laboratory services
on customer expectation |
| granting_institution |
Universiti Sains Malaysia |
| granting_department |
Pusat Pengajian Siswazah Perniagaan |
| publishDate |
2015 |
| url |
http://eprints.usm.my/30371/1/Thesis_Final_YLM3.pdf |
| _version_ |
1747820322323693568 |