The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh

As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Service Quality has been advocated as an easier and more reliable source of customer satisfa...

Full description

Bibliographic Details
Main Author:	Saleh, Alia Zafira
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2007
Subjects:	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/18963/ http://ir.uitm.edu.my/id/eprint/18963/1/PPb_ALIA%20ZAFIRA%20SALEH%20BM%2007_5.pdf

id	uitm-18963
recordtype	eprints
spelling	uitm-189632018-02-05T04:38:33Z http://ir.uitm.edu.my/id/eprint/18963/ The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh Saleh, Alia Zafira Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Service Quality has been advocated as an easier and more reliable source of customer satisfaction. This research utilized a convenience methodology to improve customer satisfaction, and the researcher has helped the firm identifying the factors that contribute to retain customer and initiate a variety of strategies to accomplish this objective. Five dimensions that contribute to retain customer that had been identify by researcher consists of tangible, responsiveness, reliability, assurance and empathy. The findings highlight that all the five dimensions do contribute to customer satisfaction and the firm should take action and focus more on these five contribution factors or dimensions in order to retain and keep their customers loyal. The researcher also identified the causes that lead to the decrease of the firm customer retention rate and had come out with few recommendations. The recommendations that can be taken into consideration such as formation of customer-contact-employee relationship, effective communications to build trust and establish customer loyalty programme. By implementing these three recommendations, the researcher optimism that it will help the firm to better upgrade its performance and any area that is not running well in their management for future use. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/18963/1/PPb_ALIA%20ZAFIRA%20SALEH%20BM%2007_5.pdf Saleh, Alia Zafira (2007) The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh. [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	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations
spellingShingle	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Saleh, Alia Zafira The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh
description	As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Service Quality has been advocated as an easier and more reliable source of customer satisfaction. This research utilized a convenience methodology to improve customer satisfaction, and the researcher has helped the firm identifying the factors that contribute to retain customer and initiate a variety of strategies to accomplish this objective. Five dimensions that contribute to retain customer that had been identify by researcher consists of tangible, responsiveness, reliability, assurance and empathy. The findings highlight that all the five dimensions do contribute to customer satisfaction and the firm should take action and focus more on these five contribution factors or dimensions in order to retain and keep their customers loyal. The researcher also identified the causes that lead to the decrease of the firm customer retention rate and had come out with few recommendations. The recommendations that can be taken into consideration such as formation of customer-contact-employee relationship, effective communications to build trust and establish customer loyalty programme. By implementing these three recommendations, the researcher optimism that it will help the firm to better upgrade its performance and any area that is not running well in their management for future use.
format	Student Project
author	Saleh, Alia Zafira
author_facet	Saleh, Alia Zafira
author_sort	Saleh, Alia Zafira
title	The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh
title_short	The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh
title_full	The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh
title_fullStr	The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh
title_full_unstemmed	The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh
title_sort	impact of service quality on customer satisfaction, a study on tanjung offshore services / alia zafira saleh
publisher	Faculty of Business and Management
publishDate	2007
url	http://ir.uitm.edu.my/id/eprint/18963/ http://ir.uitm.edu.my/id/eprint/18963/1/PPb_ALIA%20ZAFIRA%20SALEH%20BM%2007_5.pdf
first_indexed	2023-09-18T23:01:34Z
last_indexed	2023-09-18T23:01:34Z
_version_	1777418207518261248

The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh

Similar Items