Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya

Customer satisfaction measurement is one of the crucial factors to ensure that the quality of the services offered meet and fulfill the needs and requirements of the customers. Thus, the aim of this study is to review the current Customer Satisfaction level for JKR and how the customer satisfaction...

Full description

Saved in:

Bibliographic Details
Main Author:	Che Mohd. Zain, Nurul Hanani
Format:	Thesis
Language:	English
Published:	2015
Subjects:	TA Engineering (General) Civil engineering (General)
Online Access:	http://eprints.utm.my/id/eprint/53570/25/NurulHananiCheMohdZainmfka2015.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-utm-ep.53570
record_format	uketd_dc
spelling	my-utm-ep.535702020-07-21T01:26:08Z Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya 2015-01 Che Mohd. Zain, Nurul Hanani TA Engineering (General). Civil engineering (General) Customer satisfaction measurement is one of the crucial factors to ensure that the quality of the services offered meet and fulfill the needs and requirements of the customers. Thus, the aim of this study is to review the current Customer Satisfaction level for JKR and how the customer satisfaction forms are managed in terms of distribution method, approach and design of the forms that contribute to a reliable data to search for the level of customer satisfaction index ratings and which phase(s) of the JKR customer satisfaction that scores the lowest in terms of satisfaction level. The study also introduced a new concept of customer loyalty to the customer satisfaction programme and aim to examine the relationship and the influence between customer satisfaction and customer loyalty for JKR. It is hoped that by having this study will help JKR to improve and increase their performance in the area or project phase(s) that of concern in order to improve its project delivery. The study also reviews the current customer satisfaction data gathering method used by JKR to gather information and feedback on their services provided using questionnaire survey. This study uses both descriptive and inferential statistical method to analyze important characteristics and summarize survey results. A pilot survey of 20 respondents has been conducted to validate the reliability of the questionnaire. Cronbach’s alpha coeficient gathered for each section of the questionnaire is above 0.7. A total of 107 respondents from among 24 ministries and agencies have participated in the survey. Results indicated the need to improve performance related to cost projection, handover procedures and quality assurance. The common feature for the areas of low satisfaction came out in later phases of the construction project. Generally the overall customer satisfaction is also proven to have influence on customer loyalty. 2015-01 Thesis http://eprints.utm.my/id/eprint/53570/ http://eprints.utm.my/id/eprint/53570/25/NurulHananiCheMohdZainmfka2015.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:85322 masters Universiti Teknologi Malaysia, Faculty of Civil Engineering Faculty of Civil Engineering
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	TA Engineering (General) Civil engineering (General)
spellingShingle	TA Engineering (General) Civil engineering (General) Che Mohd. Zain, Nurul Hanani Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya
description	Customer satisfaction measurement is one of the crucial factors to ensure that the quality of the services offered meet and fulfill the needs and requirements of the customers. Thus, the aim of this study is to review the current Customer Satisfaction level for JKR and how the customer satisfaction forms are managed in terms of distribution method, approach and design of the forms that contribute to a reliable data to search for the level of customer satisfaction index ratings and which phase(s) of the JKR customer satisfaction that scores the lowest in terms of satisfaction level. The study also introduced a new concept of customer loyalty to the customer satisfaction programme and aim to examine the relationship and the influence between customer satisfaction and customer loyalty for JKR. It is hoped that by having this study will help JKR to improve and increase their performance in the area or project phase(s) that of concern in order to improve its project delivery. The study also reviews the current customer satisfaction data gathering method used by JKR to gather information and feedback on their services provided using questionnaire survey. This study uses both descriptive and inferential statistical method to analyze important characteristics and summarize survey results. A pilot survey of 20 respondents has been conducted to validate the reliability of the questionnaire. Cronbach’s alpha coeficient gathered for each section of the questionnaire is above 0.7. A total of 107 respondents from among 24 ministries and agencies have participated in the survey. Results indicated the need to improve performance related to cost projection, handover procedures and quality assurance. The common feature for the areas of low satisfaction came out in later phases of the construction project. Generally the overall customer satisfaction is also proven to have influence on customer loyalty.
format	Thesis
qualification_level	Master's degree
author	Che Mohd. Zain, Nurul Hanani
author_facet	Che Mohd. Zain, Nurul Hanani
author_sort	Che Mohd. Zain, Nurul Hanani
title	Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya
title_short	Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya
title_full	Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya
title_fullStr	Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya
title_full_unstemmed	Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya
title_sort	customer satisfaction measurement towards improving project delivery for jabatan kerja raya
granting_institution	Universiti Teknologi Malaysia, Faculty of Civil Engineering
granting_department	Faculty of Civil Engineering
publishDate	2015
url	http://eprints.utm.my/id/eprint/53570/25/NurulHananiCheMohdZainmfka2015.pdf
_version_	1747817584210739200

Customer satisfaction measurement towards improving project delivery for Jabatan Kerja Raya

Similar Items