A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd.
This research is aimed to determine the satisfactory reasons among KM Vet Phann Sdn Bhd customers towards veterinary products and services. Veterinary business line is on the increase in Malaysia and the demands for veterinary products and services are getting higher day by day. This organization ho...
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2018
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| Online Access: | https://etd.uum.edu.my/7799/1/s820837_01.pdf https://etd.uum.edu.my/7799/2/s820837_02.pdf https://etd.uum.edu.my/7799/13/820837%20REFERENCES.docx |
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Universiti Utara Malaysia |
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eng eng eng |
| advisor |
Md Said, Nor Pujawati |
| topic |
HF5415.33 Consumer Behavior. |
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HF5415.33 Consumer Behavior. Suloseni, Supermanuam A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd. |
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This research is aimed to determine the satisfactory reasons among KM Vet Phann Sdn Bhd customers towards veterinary products and services. Veterinary business line is on the increase in Malaysia and the demands for veterinary products and services are getting higher day by day. This organization holds different cluster of organizational customers though out Malaysia and due to that, this research was carried on the south region of Malaysia which represents the biggest market share for the company. The questionnaire was tested for its reliability. The correlation and regression analysis were used to identify the relationship and effect of cognitive, affective and conative towards customer satisfaction. The result proves that cognitive, affective and conative effects in determining customers satisfaction over veterinary products and services. |
| format |
Thesis |
| qualification_name |
masters |
| qualification_level |
Master's degree |
| author |
Suloseni, Supermanuam |
| author_facet |
Suloseni, Supermanuam |
| author_sort |
Suloseni, Supermanuam |
| title |
A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd. |
| title_short |
A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd. |
| title_full |
A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd. |
| title_fullStr |
A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd. |
| title_full_unstemmed |
A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd. |
| title_sort |
study of customer satisfaction on products and services: the case of km vet pharm sdn. bhd. |
| granting_institution |
Universiti Utara Malaysia |
| granting_department |
Othman Yeop Abdullah Graduate School of Business |
| publishDate |
2018 |
| url |
https://etd.uum.edu.my/7799/1/s820837_01.pdf https://etd.uum.edu.my/7799/2/s820837_02.pdf https://etd.uum.edu.my/7799/13/820837%20REFERENCES.docx |
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my-uum-etd.77992022-08-21T06:57:35Z A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd. 2018 Suloseni, Supermanuam Md Said, Nor Pujawati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. This research is aimed to determine the satisfactory reasons among KM Vet Phann Sdn Bhd customers towards veterinary products and services. Veterinary business line is on the increase in Malaysia and the demands for veterinary products and services are getting higher day by day. This organization holds different cluster of organizational customers though out Malaysia and due to that, this research was carried on the south region of Malaysia which represents the biggest market share for the company. The questionnaire was tested for its reliability. The correlation and regression analysis were used to identify the relationship and effect of cognitive, affective and conative towards customer satisfaction. The result proves that cognitive, affective and conative effects in determining customers satisfaction over veterinary products and services. 2018 Thesis https://etd.uum.edu.my/7799/ https://etd.uum.edu.my/7799/1/s820837_01.pdf text eng public https://etd.uum.edu.my/7799/2/s820837_02.pdf text eng public https://etd.uum.edu.my/7799/13/820837%20REFERENCES.docx text eng public masters masters Universiti Utara Malaysia El-Manstrly, D., & Harrison, T. (2013). A critical examination of service loyalty measures. Journal of Marketing Management, 29(15-16), 1834-1861. doi: 10.1080/0267257x.2013.803139 Gaileviciute, L (2011). Kano Model: How to Satisfy Customers? Global Academic Society Journal: Social Science Insight, 4(12), 14-25. Gallarza, M. G ., Molina, M. E., & Saum, I. G. (2016). 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