Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman

Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman

This study aims to identify the influence of service quality on customer satisfaction with logistics and maintenance services performed by the Malaysian Army (TD), which specialized research and analysis in conducted at Sungai Udang Camp and Iskandar Camp Mersing Johor. From these two camp the analy...

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Main Author: Samsul Rizal, Musa
Format: Thesis
Language:eng
eng
Published: 2011
Subjects:
HF5001-6182 Business
U Military Science (General)
Online Access:https://etd.uum.edu.my/3259/1/SAMSUL_RIZAL_MUSA.pdf
https://etd.uum.edu.my/3259/2/1.SAMSUL_RIZAL_MUSA.pdf
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id my-uum-etd.3259
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Osman, Nor Hasni
Ariffin, Anuar
topic HF5001-6182 Business
U Military Science (General)
spellingShingle HF5001-6182 Business
U Military Science (General)
Samsul Rizal, Musa
Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman
description This study aims to identify the influence of service quality on customer satisfaction with logistics and maintenance services performed by the Malaysian Army (TD), which specialized research and analysis in conducted at Sungai Udang Camp and Iskandar Camp Mersing Johor. From these two camp the analysis is involves a team of Special Forces Group where it is an elite as a special unit in TD. The units involved are 21 Commando Regiment, 22 Commando Regiment, 11 Special Service Regiment, Special Warfare Training Centre and the composite unit from the Supporting Element. To measure the quality of service, this study uses constructs developed by Parsuraman (2003). Which cointain five items or dimension that Reliability, Responsiveness, Assurance and Empathy. To measure customer satisfaction, the instruments used to constructs are developed by Cronin and Taylor (1992) and the data collected using the structure of the questionnaire through direct interview with respondent, total 354 people. The data collected in the analysis using Statiscal Package for Social Science (SPSS) version 10. The finding indicate the mean level of customer satisfaction is high, as well as the overall mean score for service quality dimensions. The analysis also found that customer satisfaction has a high positive relationship with the five-dimensional element in which it shows a high level of positive associations. Multiple Regression analysis showed 80% Quality of Services describes the variance in customer satisfaction. There are only two items of reliability and empathy can be regarded as critical factors of customer satisfaction with the quality of services provided, but there are few things as goods, logistics supply itself is a source of limited resources. However, emphasis should be given to concentrated efforts to improve work progress, procedures and systems involved in providing excellent services to customers.
format Thesis
qualification_name masters
qualification_level Master's degree
author Samsul Rizal, Musa
author_facet Samsul Rizal, Musa
author_sort Samsul Rizal, Musa
title Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman
title_short Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman
title_full Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman
title_fullStr Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman
title_full_unstemmed Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman
title_sort persepsi kualiti perkhidmatan logistik tentera darat terhadap kepuasan pelanggan dalaman
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2011
url https://etd.uum.edu.my/3259/1/SAMSUL_RIZAL_MUSA.pdf
https://etd.uum.edu.my/3259/2/1.SAMSUL_RIZAL_MUSA.pdf
_version_ 1747827532286132224
spelling my-uum-etd.32592016-04-24T00:38:02Z Persepsi Kualiti Perkhidmatan Logistik Tentera Darat Terhadap Kepuasan Pelanggan Dalaman 2011-11 Samsul Rizal, Musa Osman, Nor Hasni Ariffin, Anuar Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business U Military Science (General) This study aims to identify the influence of service quality on customer satisfaction with logistics and maintenance services performed by the Malaysian Army (TD), which specialized research and analysis in conducted at Sungai Udang Camp and Iskandar Camp Mersing Johor. From these two camp the analysis is involves a team of Special Forces Group where it is an elite as a special unit in TD. The units involved are 21 Commando Regiment, 22 Commando Regiment, 11 Special Service Regiment, Special Warfare Training Centre and the composite unit from the Supporting Element. To measure the quality of service, this study uses constructs developed by Parsuraman (2003). Which cointain five items or dimension that Reliability, Responsiveness, Assurance and Empathy. To measure customer satisfaction, the instruments used to constructs are developed by Cronin and Taylor (1992) and the data collected using the structure of the questionnaire through direct interview with respondent, total 354 people. The data collected in the analysis using Statiscal Package for Social Science (SPSS) version 10. The finding indicate the mean level of customer satisfaction is high, as well as the overall mean score for service quality dimensions. The analysis also found that customer satisfaction has a high positive relationship with the five-dimensional element in which it shows a high level of positive associations. Multiple Regression analysis showed 80% Quality of Services describes the variance in customer satisfaction. There are only two items of reliability and empathy can be regarded as critical factors of customer satisfaction with the quality of services provided, but there are few things as goods, logistics supply itself is a source of limited resources. However, emphasis should be given to concentrated efforts to improve work progress, procedures and systems involved in providing excellent services to customers. 2011-11 Thesis https://etd.uum.edu.my/3259/ https://etd.uum.edu.my/3259/1/SAMSUL_RIZAL_MUSA.pdf application/pdf eng validuser https://etd.uum.edu.my/3259/2/1.SAMSUL_RIZAL_MUSA.pdf application/pdf eng public masters masters Universiti Utara Malaysia Alexander Anak Wong (2004).Kepuasan Pelanggan Dan Huhungan nya Dengan Kualiti Perkhidmatan: Satu Kajian Di Istana Budaya, Kuala Lumpur. Laporan Ilmiah Tidak Diterbitkan, UUM. Asubonteng,P., McCleary,K.J. & Swan,J.E. (l996). SERVQUAL Revisited: A Critical Review of Service Quality. Journal of Service Marketing, Vol.10, No.6, pp 62-81. 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