Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak

This study analyses the relationship between customer satisfaction and service quality. This study aimed to test the relationship between customer satisfaction and the factors that led to the creation of customer satisfaction. In addition, this study also aimed to determine the level of customer sat...

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Main Author:	Mohd Ngaizuddin, Abdul Maei
Format:	Thesis
Language:	eng eng
Published:	2014
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/4168/1/s810949.pdf https://etd.uum.edu.my/4168/4/s810949_abstract.pdf
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id	my-uum-etd.4168
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Md. Said, Nor Pujawati
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Mohd Ngaizuddin, Abdul Maei Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak
description	This study analyses the relationship between customer satisfaction and service quality. This study aimed to test the relationship between customer satisfaction and the factors that led to the creation of customer satisfaction. In addition, this study also aimed to determine the level of customer satisfaction with the quality of the Reception Office Police Station Enquiry in Pengkalan Hulu, Perak. Testing hypotheses conducted using questionnaires, observations and interviews. The findings of the test shows positive and significant relationship between competency- based career service delivery, this study proves the relationship between customer satisfaction and service quality. Overall, those who deal in the customer service counter Police Pengkalan Hulu, Perak very satisfied with the service provided. Dominant factor affecting the quality of service customers are dimensional effective reaction between staff and customers. Overall customer expressed satisfaction and assess the quality of the police station counter Pengkalan Hulu, Perak is in good category.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Mohd Ngaizuddin, Abdul Maei
author_facet	Mohd Ngaizuddin, Abdul Maei
author_sort	Mohd Ngaizuddin, Abdul Maei
title	Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak
title_short	Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak
title_full	Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak
title_fullStr	Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak
title_full_unstemmed	Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak
title_sort	kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan balai polis pengkalan hulu, perak
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2014
url	https://etd.uum.edu.my/4168/1/s810949.pdf https://etd.uum.edu.my/4168/4/s810949_abstract.pdf
_version_	1747827691995791360
spelling	my-uum-etd.41682022-08-03T01:48:01Z Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak 2014-08 Mohd Ngaizuddin, Abdul Maei Md. Said, Nor Pujawati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. This study analyses the relationship between customer satisfaction and service quality. This study aimed to test the relationship between customer satisfaction and the factors that led to the creation of customer satisfaction. In addition, this study also aimed to determine the level of customer satisfaction with the quality of the Reception Office Police Station Enquiry in Pengkalan Hulu, Perak. Testing hypotheses conducted using questionnaires, observations and interviews. The findings of the test shows positive and significant relationship between competency- based career service delivery, this study proves the relationship between customer satisfaction and service quality. Overall, those who deal in the customer service counter Police Pengkalan Hulu, Perak very satisfied with the service provided. Dominant factor affecting the quality of service customers are dimensional effective reaction between staff and customers. Overall customer expressed satisfaction and assess the quality of the police station counter Pengkalan Hulu, Perak is in good category. 2014-08 Thesis https://etd.uum.edu.my/4168/ https://etd.uum.edu.my/4168/1/s810949.pdf text eng public https://etd.uum.edu.my/4168/4/s810949_abstract.pdf text eng public masters masters Universiti Utara Malaysia Abd Patah Bin Ahmad. (2004). Perkhidmatan Kaunter (Counter Service) Yang Efisen Di Balai Polis: Satu Kajian Kes Di Ibu Pejabat Polis Petaling Jaya, Selangor. Thesis. Bangi. Universiti Kebangsaan Malaysia. Abdul Halim Ali. (1999). Ke Arah Kecemerlangan Dan Kesejahteraan Perkhidmatan Awam Di Alaf Baru. Kuala Lumpur. Institute Tadbiran Awam Negara. Abdul Halim Bin Abdullah. (1994). Keberkesanan System Perkhidmatan Kaunter Dalam Pasukan Polis Diraja Malaysia Satu Kajian Di Daerah Petaling Jaya. Thesis. Bangi. Universiti Kebangsaan Malaysia. Abdul Rahman Bin Mohd Noordin. (2007). Keberkesanan Sistem Kaunter Pejabat Pertanyaan Balai Polis: Kajian Di Balai Polis Selayang. Thesis. Bangi. Universiti Kebangsaan Malaysia. Ahmad Jawahir Tugimin, Rosli Saadan, Kalthom Husain. (2011). Kesan Komunikasi Dalam Organisasi Ke Atas Kepuasan Kerja Staff Sokongan Di Universiti Teknikal Malaysia Melaka(UTeM). Thesis. Durian Tunggal. Universiti Teknikal Malaysia Melaka. Alin Sriyam. (2010). Customer Satisfaction Towards Service Quality Of Front Office Staff At The Hotel. Bangkok. Thesis. University Srinakharinwirot. Berita Minggu. (17 Januari 2010). Program Transformasi Kerajaan(GTP) Makmal Jenayah Melalui Bidang Keberhasilan Utama National (NKRA). Dra Neneng Komariah. (2009). Keterampilan Komunikasi Interpersonal Bagi Pustakawan. Thesis. Bandung. Universitas Padjadjaran. Hajah Noresah Bt Baharom. (2005). Kamus Dewan Edisi Keempat. Kuala Lumpur. Dewan Bahasa Dan Pustaka. Hukuman Tetap Ketua Polis Negara. (HTKPN RUJ 141/4). Bukit Aman. Polis Di Raja Malaysia. Ismail, Ahmad Rafie, Hj. Zamani, Chong Lan Seng. (2001). Kepuasan Pelanggan Terhadap Perkhidmatan Kaunter Balai Polis Kajang Dan Balai Polis Pusat Secara Bandingan. Thesis. Bangi. Universiti Kebangsaan Malaysia. Mahiswaran a/l Selvanathan, Anees Janee Ali, Sangeetha a/l Balasubramaniam. (2010). Kesan Pembaharuan Dalam Bidang Kerja Ke Arah Kualiti Kerja Cemerlang. Thesis. Pulau Pinang. Universiti Sains Malaysia. Mohamed Hashim Bin Kamarudin. (2010). Keberkesanan Kualiti Perkhidmatan Kaunter Kajian Kes: Di Kaunter Perkhidmatan Balai Polis Trafik Kelang, Selangor Darul Ehsan. Thesis. Bangi. Universiti Kebangsaan Malaysia. Mohd Khalit Othman. (2002). Aspek-Aspek Yang Menyokong Pengurusan Kualiti Dalam Perkhidmatan Teknologi Maklumat: Fokus Kepada Bahagian Perkhidmatan Pengguna Sektor Awam. Thesis. Kuala Lumpur. Universiti Malaya. Mohd Tap b. Salleh, Zakaria b. Ahmad, Syed Zulflida b. Syed Md Noor. (1991). Nilai dan Etika Dalam Perkhidmatan Awam. Kuala Lumpur. Institute Tadbiran Awam Negara. Na‟Asah Binti Nasrudin. (2006). Penilaian Elemen Responsif Terhadap Kaunter Pertanyaan: Kajian Kes Di FSPU, UiTM Shah Alam. Thesis. Shah Alam. Universiti Teknologi MARA. Nurulhuda Bt Ramli, Chai Siew Fun, Fazli Idris. (2009). Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Perpustakaan Universiti Awam di Malaysia. Thesis. Bangi. Universiti Kebangsaan Malaysia. Pekeliling Kemajuan Pentadbiran Awam. Bilangan 1. (2008). Panduan Pengurusan Perhubungan Pelanggan. Putrajaya. Unit Pemodenan Tabiran Dan Perancangan Pengurusan Malaysia. Setapa Bin Yusoff. (2007). Mutu Perkhidmatan Kaunter Di Pejabat Pertanyaan: Satu Kajian Di Balai Polis Cheras. Thesis. Bangi. Universiti Kebangsaan Malaysia. Tan Beng Yeow. (2010). Persepsi Terhadap Kepuasan Perkhidmatan Sistem Kaunter Pejabat Pertanyaan Polis. Thesis. Bangi. Universiti Kebangsaan Malaysia. Umi Nadiha Mohd Nor, Zamri Mahamod, Jamaludin Badusah. (2011) Penerapan Kemahiran Generik Dalam Pengajaran Guru Bahasa Melayu Sekolah Menengah. Thesis. Bangi. Universiti Kebangsaan Malaysia.

Kepuasan pelanggan terhadap perkhidmatan kaunter pejabat pertanyaan Balai Polis Pengkalan Hulu, Perak

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