Customer satisfaction for quality of steel structure fabricator in Singapore

This paper presents an analysis of customer satisfaction for quality of steel structure fabricator in Singapore. Most of company more concern & focus on average score & percentage without analyzing feedback data and improving base on customer comment. This lacking situation will grow the bot...

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Main Author:	Bainamin, Khairil Anwar
Format:	Thesis
Language:	English
Published:	2020
Subjects:	TA Engineering (General) Civil engineering (General)
Online Access:	http://eprints.utm.my/id/eprint/91987/1/KhairilAnwarBainaminMSKA2020.pdf.pdf
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id	my-utm-ep.91987
record_format	uketd_dc
spelling	my-utm-ep.919872021-08-30T04:17:18Z Customer satisfaction for quality of steel structure fabricator in Singapore 2020 Bainamin, Khairil Anwar TA Engineering (General). Civil engineering (General) This paper presents an analysis of customer satisfaction for quality of steel structure fabricator in Singapore. Most of company more concern & focus on average score & percentage without analyzing feedback data and improving base on customer comment. This lacking situation will grow the bottom iceberg; where the weakness had been highlighted but never put a full stop to improve. It will create more issue until the end of the day, it will affect the credibility and reputation of the company. The main objective of the study is to determine and to show the part of dimension that company have to improve base customer satisfaction feedback using SERVQUAL analysis & Importance Performance Analysis (IPA). Start with creating questionnaire on customer satisfaction feedback and distribute questionnaire to the respondent which had a quality knowledge, expertise or work under quality department related with quality field. Analyze questionnaire feedback and classify based on SERVQUAL dimension. The results are projected in the form of SERVQUAL dimension. Result will be projected in SERVQUAL table & IPA model to define which dimension need for improvement and make a comparison with data customer feedback collected from year 2011 until 2017; highest rank (SERVQUAL) and dimension located at quadrant „Concentrate Here? main focus for improvement. Base on result, it will guide management to decide the area and dimension to improve as to increase percentage of customer satisfaction. 2020 Thesis http://eprints.utm.my/id/eprint/91987/ http://eprints.utm.my/id/eprint/91987/1/KhairilAnwarBainaminMSKA2020.pdf.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:138713 masters Universiti Teknologi Malaysia Faculty of Engineering - School 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) Bainamin, Khairil Anwar Customer satisfaction for quality of steel structure fabricator in Singapore
description	This paper presents an analysis of customer satisfaction for quality of steel structure fabricator in Singapore. Most of company more concern & focus on average score & percentage without analyzing feedback data and improving base on customer comment. This lacking situation will grow the bottom iceberg; where the weakness had been highlighted but never put a full stop to improve. It will create more issue until the end of the day, it will affect the credibility and reputation of the company. The main objective of the study is to determine and to show the part of dimension that company have to improve base customer satisfaction feedback using SERVQUAL analysis & Importance Performance Analysis (IPA). Start with creating questionnaire on customer satisfaction feedback and distribute questionnaire to the respondent which had a quality knowledge, expertise or work under quality department related with quality field. Analyze questionnaire feedback and classify based on SERVQUAL dimension. The results are projected in the form of SERVQUAL dimension. Result will be projected in SERVQUAL table & IPA model to define which dimension need for improvement and make a comparison with data customer feedback collected from year 2011 until 2017; highest rank (SERVQUAL) and dimension located at quadrant „Concentrate Here? main focus for improvement. Base on result, it will guide management to decide the area and dimension to improve as to increase percentage of customer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Bainamin, Khairil Anwar
author_facet	Bainamin, Khairil Anwar
author_sort	Bainamin, Khairil Anwar
title	Customer satisfaction for quality of steel structure fabricator in Singapore
title_short	Customer satisfaction for quality of steel structure fabricator in Singapore
title_full	Customer satisfaction for quality of steel structure fabricator in Singapore
title_fullStr	Customer satisfaction for quality of steel structure fabricator in Singapore
title_full_unstemmed	Customer satisfaction for quality of steel structure fabricator in Singapore
title_sort	customer satisfaction for quality of steel structure fabricator in singapore
granting_institution	Universiti Teknologi Malaysia
granting_department	Faculty of Engineering - School of Civil Engineering
publishDate	2020
url	http://eprints.utm.my/id/eprint/91987/1/KhairilAnwarBainaminMSKA2020.pdf.pdf
_version_	1747818549745811456

Customer satisfaction for quality of steel structure fabricator in Singapore

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