Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)

Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)

Internal customer satisfaction is an issue that is often discussed. It is given that the internal customer satisfaction is what matters for determining the level of the presenter or services have been delivered properly or not. Thus, a study on internal customer satisfaction conducted at the Nationa...

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Main Author: Mohamad Haswad, Abdul Halim
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/5487/1/s810940_01.pdf
https://etd.uum.edu.my/5487/2/s810940_02.pdf
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id my-uum-etd.5487
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.
Mohamad Haswad, Abdul Halim
Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
description Internal customer satisfaction is an issue that is often discussed. It is given that the internal customer satisfaction is what matters for determining the level of the presenter or services have been delivered properly or not. Thus, a study on internal customer satisfaction conducted at the National Visual Arts Gallery to determine the level of internal customer satisfaction to National Visual Arts Gallery Procurement Unit and to identify factors that lead to customer dissatisfaction with the Procurement Unit in National Visual Arts Gallery. From the results obtained, hopefully it can help National Visual Arts Gallery Procurement Unit in improving the quality of services National Visual Arts Gallery acquisition. This study uses the theory SERVQUAL (Service Quality) formulated by Zeithaml, Parasuraman, and Berry (1988) to identify the factors of customer dissatisfaction. This method involves developing an understanding about the perceived service needs and demands of customers. There are five important angkubahons in this method of tangibles where physically visible aspects such as equipment and people on duty, the reliability of which is the ability to have a capability that can be assumed, reactions such as willingness to reacts, on heat or the needs of the customer and will help service quick, security personnel is meant the ability to cause a sense of trust and safety to customers, empathy refers to the willingness of personnel to care and pay attention to every customer. Overall customer satisfaction levels experienced by LPSVN are at the average level for reliability, responsiveness, and assurance and empathy variables with the average of the range of 2.34 - 3.66. However, the level of satisfaction for tangibles variable is low with a whole stood at mean 2.14 and the expectations are for tangible variable is high with the overall mean was 2.33.
format Thesis
qualification_name masters
qualification_level Master's degree
author Mohamad Haswad, Abdul Halim
author_facet Mohamad Haswad, Abdul Halim
author_sort Mohamad Haswad, Abdul Halim
title Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_short Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_full Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_fullStr Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_full_unstemmed Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_sort kepuasan pelanggan dalaman: kajian kes di unit perolehan, lembaga pembangunan seni visual negara (lpsvn)
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2015
url https://etd.uum.edu.my/5487/1/s810940_01.pdf
https://etd.uum.edu.my/5487/2/s810940_02.pdf
_version_ 1747827938621915136
spelling my-uum-etd.54872021-04-04T07:41:11Z Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN) 2015 Mohamad Haswad, Abdul Halim Md. Said, Nor Pujawati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. Internal customer satisfaction is an issue that is often discussed. It is given that the internal customer satisfaction is what matters for determining the level of the presenter or services have been delivered properly or not. Thus, a study on internal customer satisfaction conducted at the National Visual Arts Gallery to determine the level of internal customer satisfaction to National Visual Arts Gallery Procurement Unit and to identify factors that lead to customer dissatisfaction with the Procurement Unit in National Visual Arts Gallery. From the results obtained, hopefully it can help National Visual Arts Gallery Procurement Unit in improving the quality of services National Visual Arts Gallery acquisition. This study uses the theory SERVQUAL (Service Quality) formulated by Zeithaml, Parasuraman, and Berry (1988) to identify the factors of customer dissatisfaction. This method involves developing an understanding about the perceived service needs and demands of customers. There are five important angkubahons in this method of tangibles where physically visible aspects such as equipment and people on duty, the reliability of which is the ability to have a capability that can be assumed, reactions such as willingness to reacts, on heat or the needs of the customer and will help service quick, security personnel is meant the ability to cause a sense of trust and safety to customers, empathy refers to the willingness of personnel to care and pay attention to every customer. Overall customer satisfaction levels experienced by LPSVN are at the average level for reliability, responsiveness, and assurance and empathy variables with the average of the range of 2.34 - 3.66. However, the level of satisfaction for tangibles variable is low with a whole stood at mean 2.14 and the expectations are for tangible variable is high with the overall mean was 2.33. 2015 Thesis https://etd.uum.edu.my/5487/ https://etd.uum.edu.my/5487/1/s810940_01.pdf text eng public https://etd.uum.edu.my/5487/2/s810940_02.pdf text eng public masters masters Universiti Utara Malaysia Azemi Che Hamid, Norazman Harun dan Prof. Madya Wan Jaafar Wan Endut (2000). Kajian Kepuasn Pelanggan Kaunter Pejabat Tanah Hulu Terangganu. Diakses dari: http://eprints.ptar.uitm.edu.my/3384/1/LP_AZEMI_ CHE_HAMID_00_24.pdf Banomyong, R. & Supatn, N. (2011). Selecting Logistics Providers in Thailand: A Shippers’ Perspective, 45(3), 419 – 437. Davis, F.D., (1986). 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Diakses dari: ttp://opa.uprrp.edu/InvInsDocs/KrejcieandMorgan. pdf Laporan Kajian Kepuasan Pelanggan Perbendaharaan Malaysia, Diakses dari : http://www.treasury.gov.my/pdf/korporat/lap_ kepuasan_pelanggan.pdf Laporan Kajian Kepuasan Pelanggan Jabatan Akauntan Negara Malaysia, diakses dari http://www.anm.gov.my/pdf/laporan_kepuasan_ pelanggan2009(1) Meinanda Bari Kurniawan (2008). Upaya Peningkatan Pelayanan Pengguna Flexi Di Surakarta Dengan Menggunakan Metode Servqual Gap Pada Pt. Telkom Surakarta. j. D 600 030 096 03.6.106.03064.5.096. Diakses dari: http://etd.eprints.ums.ac.id/1882/2/D600030096. pdf Munusamy, J., Cselliah, S. & Hor W. M. (2010). Service Quality Delivery and Its Impact on Customer Satisfaction in The Banking Sector in Malaysia, 1(4). Ni Nyoman Yuliarmi dan Putu Riyasa (2007). Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Pelanggan Terhadap Pelayanan Pdam Kota Denpasar. Buletin Studi Ekonomi, 12 (1), pp 9-28. j. ISSN1410-4628 Diakses dari http://teorionline.files.wordpress.com/2010/06/ jurnal-analisis-faktor-faktor-yangmempengaruhi- kepuasan-pelanggan.pdf Nurulhuda bt. Ramli, Chai Siew Fun dan Fadzli Idris (2009). Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Universiti Awam di Malaysia. Jurnal Pengurusan, 28, 23-43. Diakses dari http://www.ukm.my/penerbit/jurnal_pdf/jp28- 02.pdf Parasuaraman A.; Zeithaml, V.; Berry, L. A conceptual model of service quality and its implications for future research. Journal of Marketing, vol. 49, n 4, pg 41-50. Ooi, K. B., Lin, B., Tan, B. I. & Chong, A. Y. L. (2011). Are TQM Practices Supporting Customer Satisfaction and Service Quality?. Journal of Services Marketing, 25(6), 410 – 419 Rohaizat Baharun (2003). Kepuasan Pengguna Selepas Pengiktirafan Iso 9001: Kajian Kes Sebuah Fakulti Di Universiti Teknologi Malaysia. Jurnal Teknologi, 38(E) Jun, 15-26. Diakses dari : http://eprints.utm.my/1484/1/ JT38E[2].pdf Sejarah penubuhan Lembaga Pembangunan Seni Visual Negara (LPSVN) http://www.artgallery.gov.my/c/journal/view_ article_content?groupId=10124&articl eId= 19107&version=2.5 Teori SERVQUAL (Service Quality). Diakses dari : http://www.12manage.com/methods_zeithaml_ servqual.html Zulnaidi Yaacob (2008). Kesan pengurusan kualiti terhadap prestasi perkhidmatan pihak berkuasa tempatan. Jurnal Kemanusiaan bil.12, Dis, 1-13. Mohd. Khalit Othman. (2002). Aspek-aspek yang menyokong pengurusan kualiti dalam perkhidmatan teknologi maklumat: Fokus kepada bahagian perkhidmatan pengguna sektor awam. Mohamed Hashim Bin Kamarudin. (2010). Keberkesanan Kualiti Perkhidmatan Kaunter. A. Kahar, Aidil Suraya (2008) Model kepuasan pelanggan.

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