The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor

This is a survey form of research to identify the relationship between the effectiveness of the customer service training and customers satisfaction in University Teknologi Malaysia, Skudai, Johor. The aim of this research is to explore on the relationship between training effectiveness and the cust...

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Main Author:	Raman, Ravindran
Format:	Thesis
Language:	English
Published:	2011
Subjects:	H Social Sciences (General)
Online Access:	http://eprints.utm.my/id/eprint/40609/1/RavindranRamanMFPPSM2011.pdf
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id	my-utm-ep.40609
record_format	uketd_dc
spelling	my-utm-ep.406092018-05-30T03:39:09Z The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor 2011-05 Raman, Ravindran H Social Sciences (General) This is a survey form of research to identify the relationship between the effectiveness of the customer service training and customers satisfaction in University Teknologi Malaysia, Skudai, Johor. The aim of this research is to explore on the relationship between training effectiveness and the customer satisfaction. The were two set of questionnaires used for this research. The first set of questionnaires for this research were designed and analyzed in application of SERVQUAL instrument where five distinct dimensions; namely, tangibles, reliability, responsiveness, assurance, and empathy were measured. The data obtained from 310 respondents from six selected faculties, ranging from undergraduates in their degree program from year one to final year of their studies. The second set of questionnaire was designed in order to identify the effectiveness of the customer service training that they have attended. The data was collected from 70 respondents ranging from administrative staffs from faculty and department of UTM, Skudai, Johor. All these data were measured in application of a five point scale where it was descriptively analyzed by finding the percentage and other statistical methods such as frequency distribution, T-test, ANOVA and Correlation. The research finding indicates that out of seven null hypothesis four hypothesis was rejected and three null hypothesis was accepted. Ho1,Ho2 and Ho3 was rejected and it indicates that there is a significance different of effectiveness of the customer service training according to gender, age and years of service of officers. Ho6 was rejected and it indicated that there is significant difference of customer satisfaction according to the students year of studies. Ho4 and Ho5 is accepted, it indicates that there are no significant difference of customer satisfaction according to students gender and age group. Ho7 is also accepted ( p= 0.097 > a 0.05) and it indicates that there are no relationship between training effectiveness and the customers satisfaction 2011-05 Thesis http://eprints.utm.my/id/eprint/40609/ http://eprints.utm.my/id/eprint/40609/1/RavindranRamanMFPPSM2011.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Management and Human Resource Development Faculty of Management and Human Resource Development
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Raman, Ravindran The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor
description	This is a survey form of research to identify the relationship between the effectiveness of the customer service training and customers satisfaction in University Teknologi Malaysia, Skudai, Johor. The aim of this research is to explore on the relationship between training effectiveness and the customer satisfaction. The were two set of questionnaires used for this research. The first set of questionnaires for this research were designed and analyzed in application of SERVQUAL instrument where five distinct dimensions; namely, tangibles, reliability, responsiveness, assurance, and empathy were measured. The data obtained from 310 respondents from six selected faculties, ranging from undergraduates in their degree program from year one to final year of their studies. The second set of questionnaire was designed in order to identify the effectiveness of the customer service training that they have attended. The data was collected from 70 respondents ranging from administrative staffs from faculty and department of UTM, Skudai, Johor. All these data were measured in application of a five point scale where it was descriptively analyzed by finding the percentage and other statistical methods such as frequency distribution, T-test, ANOVA and Correlation. The research finding indicates that out of seven null hypothesis four hypothesis was rejected and three null hypothesis was accepted. Ho1,Ho2 and Ho3 was rejected and it indicates that there is a significance different of effectiveness of the customer service training according to gender, age and years of service of officers. Ho6 was rejected and it indicated that there is significant difference of customer satisfaction according to the students year of studies. Ho4 and Ho5 is accepted, it indicates that there are no significant difference of customer satisfaction according to students gender and age group. Ho7 is also accepted ( p= 0.097 > a 0.05) and it indicates that there are no relationship between training effectiveness and the customers satisfaction
format	Thesis
qualification_level	Master's degree
author	Raman, Ravindran
author_facet	Raman, Ravindran
author_sort	Raman, Ravindran
title	The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor
title_short	The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor
title_full	The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor
title_fullStr	The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor
title_full_unstemmed	The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor
title_sort	relationship between customer service training and customers satisfaction at universiti teknologi malaysia, skudai, johor
granting_institution	Universiti Teknologi Malaysia, Faculty of Management and Human Resource Development
granting_department	Faculty of Management and Human Resource Development
publishDate	2011
url	http://eprints.utm.my/id/eprint/40609/1/RavindranRamanMFPPSM2011.pdf
_version_	1747816563540492288

The relationship between customer service training and customers satisfaction at Universiti Teknologi Malaysia, Skudai, Johor

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