The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin

Customer nowadays rates service quality as the thing that they seek in most service industry. The service quality later leads to high customer satisfaction. Customer satisfaction is crucial to the survival of any business organization. However, service failures are often unavoidable due to human and...

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Bibliographic Details
Main Author:	Aminudin, Asmahani
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2007
Subjects:	Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/18978/ http://ir.uitm.edu.my/id/eprint/18978/1/PPb_ASMAHANI%20AMINUDIN%20BM%2007_5.pdf

id	uitm-18978
recordtype	eprints
spelling	uitm-189782018-01-30T09:16:47Z http://ir.uitm.edu.my/id/eprint/18978/ The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin Aminudin, Asmahani Consumer satisfaction Customer nowadays rates service quality as the thing that they seek in most service industry. The service quality later leads to high customer satisfaction. Customer satisfaction is crucial to the survival of any business organization. However, service failures are often unavoidable due to human and non-human errors. Such failures to perform a service inevitably lead to customer dissatisfaction. This study is mainly focuses on the effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction. First objective is to examine whether current service given by NSTP meets customer perception and expectation. Customer will satisfy if perceived service is greater than expected service. Second objective is to determine the relationship between service quality and customer satisfaction. The relationship examined by using Pearson Correlation. Third objective is to identify a good solution on how to deliver best service to customer, Some recommendations have been suggest as the solution. The researcher chooses descriptive as the research design. Simple random sampling (probability technique) is used because the element in the population has a known and equal probability of selection. Every element is selected independently of every elements and the sample is drawn by a random procedure. The study was carried out at The New Straits Times Press (Malaysia) Berhad, Kuala Lumpur. Beside that, some suggestions have been recommending to The New Straits Times Press (Malaysia) Berhad so that can help to improve the service quality in future. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/18978/1/PPb_ASMAHANI%20AMINUDIN%20BM%2007_5.pdf Aminudin, Asmahani (2007) The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin. [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 satisfaction
spellingShingle	Consumer satisfaction Aminudin, Asmahani The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin
description	Customer nowadays rates service quality as the thing that they seek in most service industry. The service quality later leads to high customer satisfaction. Customer satisfaction is crucial to the survival of any business organization. However, service failures are often unavoidable due to human and non-human errors. Such failures to perform a service inevitably lead to customer dissatisfaction. This study is mainly focuses on the effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction. First objective is to examine whether current service given by NSTP meets customer perception and expectation. Customer will satisfy if perceived service is greater than expected service. Second objective is to determine the relationship between service quality and customer satisfaction. The relationship examined by using Pearson Correlation. Third objective is to identify a good solution on how to deliver best service to customer, Some recommendations have been suggest as the solution. The researcher chooses descriptive as the research design. Simple random sampling (probability technique) is used because the element in the population has a known and equal probability of selection. Every element is selected independently of every elements and the sample is drawn by a random procedure. The study was carried out at The New Straits Times Press (Malaysia) Berhad, Kuala Lumpur. Beside that, some suggestions have been recommending to The New Straits Times Press (Malaysia) Berhad so that can help to improve the service quality in future.
format	Student Project
author	Aminudin, Asmahani
author_facet	Aminudin, Asmahani
author_sort	Aminudin, Asmahani
title	The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin
title_short	The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin
title_full	The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin
title_fullStr	The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin
title_full_unstemmed	The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin
title_sort	effectiveness of service quality performed by the new straits times press (malaysia) berhad towards customer satisfaction / asmahani aminudin
publisher	Faculty of Business and Management
publishDate	2007
url	http://ir.uitm.edu.my/id/eprint/18978/ http://ir.uitm.edu.my/id/eprint/18978/1/PPb_ASMAHANI%20AMINUDIN%20BM%2007_5.pdf
first_indexed	2023-09-18T23:01:36Z
last_indexed	2023-09-18T23:01:36Z
_version_	1777418209730756608

The effectiveness of service quality performed by The New Straits Times Press (Malaysia) Berhad towards customer satisfaction / Asmahani Aminudin

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