Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma

Counter service is frontline service which is important to the public organization and also private organization (Muhamad Sarji, 1992). Nowadays, counter service become one of the important service at government department to provide service to the public. It‟s important to government to always impr...

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Main Authors:	Ahmad, Noorazuan, Md Koma, Muhamad Shafiq
Format:	Student Project
Language:	English
Published:	Faculty of Administrative Science and Policy Studies 2013
Subjects:	Consciousness. Cognition Malaysia
Online Access:	http://ir.uitm.edu.my/id/eprint/15050/ http://ir.uitm.edu.my/id/eprint/15050/1/PPb_NOORAZUAN%20AHMAD%20AM%2013_5.pdf

id	uitm-15050
recordtype	eprints
spelling	uitm-150502016-10-20T01:45:50Z http://ir.uitm.edu.my/id/eprint/15050/ Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma Ahmad, Noorazuan Md Koma, Muhamad Shafiq Consciousness. Cognition Malaysia Counter service is frontline service which is important to the public organization and also private organization (Muhamad Sarji, 1992). Nowadays, counter service become one of the important service at government department to provide service to the public. It‟s important to government to always improve and monitor quality of customer service. This is because poor quality at counter service will make customer become dissatisfy and create negative image to the government agencies. Quality of counter service can be measure with SERVQUAL method by Parasuraman. Customer satisfaction can be defined as an overall customer attitude towards a service provider or an overall customer attitude towards a service provider or an emotional response to the difference between what customers expect and what they receive, as regards the achievement of some need, goal or wants (Hansemark & Albinson, 2004). In this study, there are several factors that can influence customer satisfaction towards counter service at government department. The factors are employees‟ performance, quality of counter service, waiting time and facilities and layout. So, the researchers‟ will study the factors in order to know the relationship between the factors and customer satisfaction. There are lots of suggestions from this study and might useful for future improvement. Faculty of Administrative Science and Policy Studies 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/15050/1/PPb_NOORAZUAN%20AHMAD%20AM%2013_5.pdf Ahmad, Noorazuan and Md Koma, Muhamad Shafiq (2013) Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Consciousness. Cognition Malaysia
spellingShingle	Consciousness. Cognition Malaysia Ahmad, Noorazuan Md Koma, Muhamad Shafiq Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
description	Counter service is frontline service which is important to the public organization and also private organization (Muhamad Sarji, 1992). Nowadays, counter service become one of the important service at government department to provide service to the public. It‟s important to government to always improve and monitor quality of customer service. This is because poor quality at counter service will make customer become dissatisfy and create negative image to the government agencies. Quality of counter service can be measure with SERVQUAL method by Parasuraman. Customer satisfaction can be defined as an overall customer attitude towards a service provider or an overall customer attitude towards a service provider or an emotional response to the difference between what customers expect and what they receive, as regards the achievement of some need, goal or wants (Hansemark & Albinson, 2004). In this study, there are several factors that can influence customer satisfaction towards counter service at government department. The factors are employees‟ performance, quality of counter service, waiting time and facilities and layout. So, the researchers‟ will study the factors in order to know the relationship between the factors and customer satisfaction. There are lots of suggestions from this study and might useful for future improvement.
format	Student Project
author	Ahmad, Noorazuan Md Koma, Muhamad Shafiq
author_facet	Ahmad, Noorazuan Md Koma, Muhamad Shafiq
author_sort	Ahmad, Noorazuan
title	Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_short	Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_full	Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_fullStr	Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_full_unstemmed	Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_sort	customer satisfaction towards counter service: a case study at road transport department bukit katil, melaka / noorazuan ahmad and muhamad shafiq md koma
publisher	Faculty of Administrative Science and Policy Studies
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/15050/ http://ir.uitm.edu.my/id/eprint/15050/1/PPb_NOORAZUAN%20AHMAD%20AM%2013_5.pdf
first_indexed	2023-09-18T22:53:00Z
last_indexed	2023-09-18T22:53:00Z
_version_	1777417668566974464

Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma

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