Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat

The purpose of this study is to examine the level of satisfaction among the customer of ar-Rahnu scheme at Bank Rakyat Alor Setar, Kedah towards the service quality provided. The measurement of service quality was modified and adapted from Othman and Owen (2001) and Parasuraman et al. (1991) with 1-...

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Main Author:	Wan Noraini, W. Daud
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/2637/1/Wan_Noraini_W._Daud.pdf https://etd.uum.edu.my/2637/2/1.Wan_Noraini_W._Daud.pdf
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id	my-uum-etd.2637
record_format	uketd_dc
spelling	my-uum-etd.26372016-04-24T01:47:13Z Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat 2011 Wan Noraini, W. Daud Md. Hussain, Muhammad Nasri College of Business (COB) College of Business HG Finance The purpose of this study is to examine the level of satisfaction among the customer of ar-Rahnu scheme at Bank Rakyat Alor Setar, Kedah towards the service quality provided. The measurement of service quality was modified and adapted from Othman and Owen (2001) and Parasuraman et al. (1991) with 1-5 scale. The instrument consists of six dimensions namely compliance, assurance, reliability, tangible, empathy and responsiveness. Meanwhile, the measurement of customer satisfaction was adapted from Othman and Owen (2001) and McDougall and Lvesque (1994). This study chooses Bank Rakyat at Alor Setar, Kedah and 100 questionnaires were distributed. The systematic convenient sampling technique was used. The data gathered were analysed using Statistical Package for Social Science (SPSS) v.14. The study used descriptive analysis, correlation Pearson, means, t-test, ANOVA and multiple regression tests. The score means showed that the level of satisfaction of customer was high. In correlation Pearson test, it showed that all six dimensions of service quality have significant relationship with customer satisfaction. Beside of that, in t-test showed that in terms of demographic factor, female have strong significant relationship with customer satisfaction. Multiple regression analysis indicates that the service quality explained 45.9% of the variance in the customer satisfaction. The dimension of empathy considered as the critical factor in the customer satisfaction, and the other five dimensions are less emphasized factors. It can be concluded that the customers were satisfied with the service quality provided by Bank Rakyat Alor Setar, Kedah. More attention should be given to the customers by improving dimensions of compliance, assurance, reliability, tangible and responsiveness. 2011 Thesis https://etd.uum.edu.my/2637/ https://etd.uum.edu.my/2637/1/Wan_Noraini_W._Daud.pdf application/pdf eng validuser https://etd.uum.edu.my/2637/2/1.Wan_Noraini_W._Daud.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Md. Hussain, Muhammad Nasri
topic	HG Finance
spellingShingle	HG Finance Wan Noraini, W. Daud Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat
description	The purpose of this study is to examine the level of satisfaction among the customer of ar-Rahnu scheme at Bank Rakyat Alor Setar, Kedah towards the service quality provided. The measurement of service quality was modified and adapted from Othman and Owen (2001) and Parasuraman et al. (1991) with 1-5 scale. The instrument consists of six dimensions namely compliance, assurance, reliability, tangible, empathy and responsiveness. Meanwhile, the measurement of customer satisfaction was adapted from Othman and Owen (2001) and McDougall and Lvesque (1994). This study chooses Bank Rakyat at Alor Setar, Kedah and 100 questionnaires were distributed. The systematic convenient sampling technique was used. The data gathered were analysed using Statistical Package for Social Science (SPSS) v.14. The study used descriptive analysis, correlation Pearson, means, t-test, ANOVA and multiple regression tests. The score means showed that the level of satisfaction of customer was high. In correlation Pearson test, it showed that all six dimensions of service quality have significant relationship with customer satisfaction. Beside of that, in t-test showed that in terms of demographic factor, female have strong significant relationship with customer satisfaction. Multiple regression analysis indicates that the service quality explained 45.9% of the variance in the customer satisfaction. The dimension of empathy considered as the critical factor in the customer satisfaction, and the other five dimensions are less emphasized factors. It can be concluded that the customers were satisfied with the service quality provided by Bank Rakyat Alor Setar, Kedah. More attention should be given to the customers by improving dimensions of compliance, assurance, reliability, tangible and responsiveness.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Wan Noraini, W. Daud
author_facet	Wan Noraini, W. Daud
author_sort	Wan Noraini, W. Daud
title	Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat
title_short	Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat
title_full	Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat
title_fullStr	Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat
title_full_unstemmed	Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat
title_sort	kepuasan pelanggan dan kualiti perkhidmatan skim ar-rahnu bank rakyat
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2011
url	https://etd.uum.edu.my/2637/1/Wan_Noraini_W._Daud.pdf https://etd.uum.edu.my/2637/2/1.Wan_Noraini_W._Daud.pdf
_version_	1747827393545895936

Kepuasan Pelanggan dan Kualiti Perkhidmatan Skim Ar-Rahnu Bank Rakyat

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