Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia

Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia

The aim of this study is to assess customer satisfaction with the quality of financial management services provided by the Jabatan Bendahari, Universiti Utara Malaysia (UUM). Five dimensions of service quality (SERQUAL) the reliability, tangible, empathy, responsiveness and assurance has been appli...

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Main Author: Mazidah, Samsudin
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/5988/1/s814274_01.pdf
https://etd.uum.edu.my/5988/2/s814274_02.pdf
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id my-uum-etd.5988
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Abd Aziz, Fadzli Shah
Mohd Saad, Rosli
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Mazidah, Samsudin
Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia
description The aim of this study is to assess customer satisfaction with the quality of financial management services provided by the Jabatan Bendahari, Universiti Utara Malaysia (UUM). Five dimensions of service quality (SERQUAL) the reliability, tangible, empathy, responsiveness and assurance has been applied to measured levels of customer satisfaction. This study was used questionnaires and had involved 140 administrative staffs who are performing financial tasks and responsibility in all departments UUM. The study found that the dimensions of service quality have a significant relationship with customer satisfaction where the assurance, reliability, responsiveness and empathy have a strong relationship, while the tangible has a weak relationship. Result from the three hypotheses were tested, it showed that the quality of services has positive impact on financial management services provided by the Jabatan Bendahari, UUM.
format Thesis
qualification_name masters
qualification_level Master's degree
author Mazidah, Samsudin
author_facet Mazidah, Samsudin
author_sort Mazidah, Samsudin
title Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia
title_short Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia
title_full Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia
title_fullStr Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia
title_full_unstemmed Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia
title_sort tahap kepuasan pelanggan terhadap kualiti perkhidmatan: kajian kes di jabatan bendahari universiti utara malaysia
granting_institution Universiti Utara Malaysia
granting_department School of Business Management
publishDate 2015
url https://etd.uum.edu.my/5988/1/s814274_01.pdf
https://etd.uum.edu.my/5988/2/s814274_02.pdf
_version_ 1747828002191835136
spelling my-uum-etd.59882021-04-04T07:35:38Z Tahap kepuasan pelanggan terhadap kualiti perkhidmatan: Kajian kes di Jabatan Bendahari Universiti Utara Malaysia 2015 Mazidah, Samsudin Abd Aziz, Fadzli Shah Mohd Saad, Rosli School of Business Management School of Business Management HF5415.33 Consumer Behavior. The aim of this study is to assess customer satisfaction with the quality of financial management services provided by the Jabatan Bendahari, Universiti Utara Malaysia (UUM). Five dimensions of service quality (SERQUAL) the reliability, tangible, empathy, responsiveness and assurance has been applied to measured levels of customer satisfaction. This study was used questionnaires and had involved 140 administrative staffs who are performing financial tasks and responsibility in all departments UUM. The study found that the dimensions of service quality have a significant relationship with customer satisfaction where the assurance, reliability, responsiveness and empathy have a strong relationship, while the tangible has a weak relationship. Result from the three hypotheses were tested, it showed that the quality of services has positive impact on financial management services provided by the Jabatan Bendahari, UUM. 2015 Thesis https://etd.uum.edu.my/5988/ https://etd.uum.edu.my/5988/1/s814274_01.pdf text eng public https://etd.uum.edu.my/5988/2/s814274_02.pdf text eng public masters masters Universiti Utara Malaysia Agbor, J. M., (2011). The Relationship between Customer Satisfaction and Service Quality: A study of three Service sectors in Umea. Ahmadreza Shekarchizadeh Amran Rasli Huam Hon-Tat, (2011),"SERVQUAL in Malaysian universities: perspectives of international students", Business Process Management Journal, Vol. 17 Iss 1 pp. 67-81 Ahmed, S. M. Z., & Shoeb, M. 2. 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