Exploratory study on pest management service quality determinants on customer satisfaction

Service quality is a vital competitive policy to keep customers support and long-term cooperation. In the pest management industry service quality and customer satisfaction are noted as a critical prerequisite for satisfying and retaining customers. Pest control operators are continuously put effort...

Full description

Saved in:
Bibliographic Details
Main Author: Jee, Jeet Wen
Format: Thesis
Language:eng
eng
eng
Published: 2019
Subjects:
Online Access:https://etd.uum.edu.my/8861/1/S814640_01.pdf
https://etd.uum.edu.my/8861/2/S814640_02.pdf
https://etd.uum.edu.my/8861/3/s814640_references.docx
Tags: Add Tag
No Tags, Be the first to tag this record!
id my-uum-etd.8861
record_format uketd_dc
spelling my-uum-etd.88612022-08-08T06:42:20Z Exploratory study on pest management service quality determinants on customer satisfaction 2019 Jee, Jeet Wen Hasnan, Norlena Binti Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment Service quality is a vital competitive policy to keep customers support and long-term cooperation. In the pest management industry service quality and customer satisfaction are noted as a critical prerequisite for satisfying and retaining customers. Pest control operators are continuously put efforts to win customer satisfaction by proving enhanced quality services. Numerous researches have discussed on service quality and customer satisfaction, yet there is still gap particularly in pest quality services. Hence, the aim of this study is to examine the relationship between service quality and customer satisfaction in pest management service industry. Data was collected from the Pest Control Companies’ clients, mainly from the food and beverage restaurants in a big shopping mall in Malaysia. 72% of the sample responded. The results of the analysis found that the five service quality determinants in the study that are reliability, assurance, tangibles, empathy and responsiveness have significant relationships with the customer satisfaction. Even though the study has a limited sample size, the result provides insight on the customer satisfaction in the Pest Management services. Future research may improve the findings by using a wider size of sample and employ other variables of service quality and customer satisfaction. 2019 Thesis https://etd.uum.edu.my/8861/ https://etd.uum.edu.my/8861/1/S814640_01.pdf text eng public https://etd.uum.edu.my/8861/2/S814640_02.pdf text eng public https://etd.uum.edu.my/8861/3/s814640_references.docx text eng public other masters Universiti Utara Malaysia
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
eng
advisor Hasnan, Norlena Binti
topic HF5549-5549.5 Personnel Management
Employment
spellingShingle HF5549-5549.5 Personnel Management
Employment
Jee, Jeet Wen
Exploratory study on pest management service quality determinants on customer satisfaction
description Service quality is a vital competitive policy to keep customers support and long-term cooperation. In the pest management industry service quality and customer satisfaction are noted as a critical prerequisite for satisfying and retaining customers. Pest control operators are continuously put efforts to win customer satisfaction by proving enhanced quality services. Numerous researches have discussed on service quality and customer satisfaction, yet there is still gap particularly in pest quality services. Hence, the aim of this study is to examine the relationship between service quality and customer satisfaction in pest management service industry. Data was collected from the Pest Control Companies’ clients, mainly from the food and beverage restaurants in a big shopping mall in Malaysia. 72% of the sample responded. The results of the analysis found that the five service quality determinants in the study that are reliability, assurance, tangibles, empathy and responsiveness have significant relationships with the customer satisfaction. Even though the study has a limited sample size, the result provides insight on the customer satisfaction in the Pest Management services. Future research may improve the findings by using a wider size of sample and employ other variables of service quality and customer satisfaction.
format Thesis
qualification_name other
qualification_level Master's degree
author Jee, Jeet Wen
author_facet Jee, Jeet Wen
author_sort Jee, Jeet Wen
title Exploratory study on pest management service quality determinants on customer satisfaction
title_short Exploratory study on pest management service quality determinants on customer satisfaction
title_full Exploratory study on pest management service quality determinants on customer satisfaction
title_fullStr Exploratory study on pest management service quality determinants on customer satisfaction
title_full_unstemmed Exploratory study on pest management service quality determinants on customer satisfaction
title_sort exploratory study on pest management service quality determinants on customer satisfaction
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2019
url https://etd.uum.edu.my/8861/1/S814640_01.pdf
https://etd.uum.edu.my/8861/2/S814640_02.pdf
https://etd.uum.edu.my/8861/3/s814640_references.docx
_version_ 1747828476684009472