Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah

Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah

This study was conducted to examine the relationship between communication counter service with customer satisfaction at the Jabatan Pengangkutan Jalan (JPJ) Kedah. This study uses four dimensions of communication at counter; verbal communication, nonverbal communication, time communication and phys...

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Main Author: Nur Suriaty, Daud @ Fhiri
Format: Thesis
Language:eng
eng
Published: 2014
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/4089/1/s813342.pdf
https://etd.uum.edu.my/4089/2/s813342-abstract.pdf
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id my-uum-etd.4089
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Md. Hussain, Muhammad Nasri
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Nur Suriaty, Daud @ Fhiri
Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
description This study was conducted to examine the relationship between communication counter service with customer satisfaction at the Jabatan Pengangkutan Jalan (JPJ) Kedah. This study uses four dimensions of communication at counter; verbal communication, nonverbal communication, time communication and physical facilities-counter (Imran Pilus, 2010) by using a 1-5 Likert scale. Besides that, the variables of customer satisfaction are using instruments adapted from McDougall and Levesque (1994) and Othman and Owen (2001). This study was conducted in JPJ Kedah and 300 questionnaires were distributed. Then, sampling method was used. The data collected were analyzed by using the program Statistical Package for Social Science (SPSS) V.20. The tests used in this study is a descriptive analysis, means test, Pearson correlation, and multiple regression. Mean scores for overall dimensions of communication at counter service with customer satisfaction is high. Pearson correlation test results showed that all dimensions of communication at counter has a significant relationship with customer satisfaction. Multiple regression analysis described by four dimensions studied communication counter is 90.1%. In conclusion, the achievement of customer satisfactions by respondents in JPJ Kedah of 197 respondents or 67.5% from 292 respondents.
format Thesis
qualification_name masters
qualification_level Master's degree
author Nur Suriaty, Daud @ Fhiri
author_facet Nur Suriaty, Daud @ Fhiri
author_sort Nur Suriaty, Daud @ Fhiri
title Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_short Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_full Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_fullStr Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_full_unstemmed Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_sort hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: kajian di jabatan pengangkutan jalan (jpj) kedah
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2014
url https://etd.uum.edu.my/4089/1/s813342.pdf
https://etd.uum.edu.my/4089/2/s813342-abstract.pdf
_version_ 1747827678528929792
spelling my-uum-etd.40892016-04-17T06:57:25Z Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah 2014 Nur Suriaty, Daud @ Fhiri Md. Hussain, Muhammad Nasri Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. This study was conducted to examine the relationship between communication counter service with customer satisfaction at the Jabatan Pengangkutan Jalan (JPJ) Kedah. This study uses four dimensions of communication at counter; verbal communication, nonverbal communication, time communication and physical facilities-counter (Imran Pilus, 2010) by using a 1-5 Likert scale. Besides that, the variables of customer satisfaction are using instruments adapted from McDougall and Levesque (1994) and Othman and Owen (2001). This study was conducted in JPJ Kedah and 300 questionnaires were distributed. Then, sampling method was used. The data collected were analyzed by using the program Statistical Package for Social Science (SPSS) V.20. The tests used in this study is a descriptive analysis, means test, Pearson correlation, and multiple regression. Mean scores for overall dimensions of communication at counter service with customer satisfaction is high. Pearson correlation test results showed that all dimensions of communication at counter has a significant relationship with customer satisfaction. Multiple regression analysis described by four dimensions studied communication counter is 90.1%. In conclusion, the achievement of customer satisfactions by respondents in JPJ Kedah of 197 respondents or 67.5% from 292 respondents. 2014 Thesis https://etd.uum.edu.my/4089/ https://etd.uum.edu.my/4089/1/s813342.pdf text eng validuser https://etd.uum.edu.my/4089/2/s813342-abstract.pdf text eng public masters masters Universiti Utara Malaysia Arbain Muhayat (2008). perkhidmatan kaunter di jabatan kerajaan. IPG. INTAN. 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