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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| 格式: | Thesis |
| 語言: | eng eng |
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2014
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| 在線閱讀: | 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 |
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| 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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