Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman

Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman

Research of customer satisfaction level especially in a service oriented organization has long been carried out in advanced countries, but not so in Malaysia. In view of the empirical research done some time back, there is still no basic conceptual service quality in place, so a research survey was...

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Main Author: Ahmad Shabudin, Ariffin
Format: Thesis
Language:eng
eng
Published: 2004
Subjects:
HF Commerce.
Online Access:https://etd.uum.edu.my/1090/1/AHMAD_SHABUDIN_B._ARIFFIN.pdf
https://etd.uum.edu.my/1090/2/1.AHMAD_SHABUDIN_B._ARIFFIN.pdf
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id my-uum-etd.1090
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
topic HF Commerce.
spellingShingle HF Commerce.
Ahmad Shabudin, Ariffin
Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman
description Research of customer satisfaction level especially in a service oriented organization has long been carried out in advanced countries, but not so in Malaysia. In view of the empirical research done some time back, there is still no basic conceptual service quality in place, so a research survey was carried out by Parasuraman to investigate quality service. From the above fruitful service quality evolution changes, SERVQUAL measurement has been used as a tool to know the level of customer satisfaction in regard to services given. However SERVQUAL critics are based on logically what is necessary in spite of the required measurement. To SERVQUAL validity and reliability has difference-score formulation and is beyond its variable dimension. Finally G.S Sureshchander recommend that service quality needs five dimensions namely core service or service product, human element, tangibles of services and social responsibility. With the aid of the SERVQUAL basic and instrumental addition based on G.S Sureshchandar’s critics, it has been solely proven that the increase in customer satisfaction is based on the increase in service quality.
format Thesis
qualification_name masters
qualification_level Master's degree
author Ahmad Shabudin, Ariffin
author_facet Ahmad Shabudin, Ariffin
author_sort Ahmad Shabudin, Ariffin
title Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman
title_short Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman
title_full Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman
title_fullStr Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman
title_full_unstemmed Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman
title_sort tahap kepuasan pelanggan satu kajian perkhidmatan klinik veterinar di jabatan perkhidmatan haiwan negeri kedah darul aman
granting_institution Universiti Utara Malaysia
granting_department Faculty of Business Management
publishDate 2004
url https://etd.uum.edu.my/1090/1/AHMAD_SHABUDIN_B._ARIFFIN.pdf
https://etd.uum.edu.my/1090/2/1.AHMAD_SHABUDIN_B._ARIFFIN.pdf
_version_ 1747827068481044480
spelling my-uum-etd.10902022-08-14T01:15:37Z Tahap Kepuasan Pelanggan Satu Kajian Perkhidmatan Klinik Veterinar di Jabatan Perkhidmatan Haiwan Negeri Kedah Darul Aman 2004 Ahmad Shabudin, Ariffin Faculty of Business Management Faculty of Business Management HF Commerce. Research of customer satisfaction level especially in a service oriented organization has long been carried out in advanced countries, but not so in Malaysia. In view of the empirical research done some time back, there is still no basic conceptual service quality in place, so a research survey was carried out by Parasuraman to investigate quality service. From the above fruitful service quality evolution changes, SERVQUAL measurement has been used as a tool to know the level of customer satisfaction in regard to services given. However SERVQUAL critics are based on logically what is necessary in spite of the required measurement. To SERVQUAL validity and reliability has difference-score formulation and is beyond its variable dimension. Finally G.S Sureshchander recommend that service quality needs five dimensions namely core service or service product, human element, tangibles of services and social responsibility. With the aid of the SERVQUAL basic and instrumental addition based on G.S Sureshchandar’s critics, it has been solely proven that the increase in customer satisfaction is based on the increase in service quality. 2004 Thesis https://etd.uum.edu.my/1090/ https://etd.uum.edu.my/1090/1/AHMAD_SHABUDIN_B._ARIFFIN.pdf text eng public https://etd.uum.edu.my/1090/2/1.AHMAD_SHABUDIN_B._ARIFFIN.pdf text eng public masters masters Universiti Utara Malaysia Ahire, L.S., Landeros, R & Golhar, D.Y. (1995) Total Quality management: a literature review and an agenda for future research, Production and Operations Management, 4, m.s.277-306. Babakus, E. & Boller, G.W. (1992). 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Schneider, B. & Bowen, D.E, (1993) The service organization: human resources management is crucial, Organizational Dynamics, 21, m.s.39-52. Schneider, B. & Bowen, D.E, (1995) Winning the Service Game (Boston, MA,Harvard Business School Press). Zeithaml, V.A dan Bitner, M.J (2000), Service Marketing: Integrating Customer Focus Across the Firm, Boston: McGraw-Hill. Zemke, R.& Schaaf, D. (1990) The Service Edge (USA,Penguin Books)

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