Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah

The purpose of this research is to study the customer satisfaction towards the service quality at Bank Rakyat Cawangan Machang located in Kelantan. This research will used questionnaires as a primary data collection instead of using secondary data such as journals, articles, thesis report and etc. O...

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Main Author:	Raja Harun, Tengku Wasimah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2011
Subjects:	Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/19173/ http://ir.uitm.edu.my/id/eprint/19173/2/PPb_TENGKU%20WASIMAH%20RAJA%20HARUN%20BM%20T%2011_5.pdf

id	uitm-19173
recordtype	eprints
spelling	uitm-191732018-12-18T07:19:33Z http://ir.uitm.edu.my/id/eprint/19173/ Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah Raja Harun, Tengku Wasimah Consumer satisfaction Customer services. Customer relations The purpose of this research is to study the customer satisfaction towards the service quality at Bank Rakyat Cawangan Machang located in Kelantan. This research will used questionnaires as a primary data collection instead of using secondary data such as journals, articles, thesis report and etc. One hundred (100) of Bank Rakyat Machang’s customers will be involved as a respondent for this research. This research will be implemented by using SERVQUAL models that contained five dimensions which are tangible dimension, empathy dimension, responsiveness dimension, reliability dimension and assurance dimension. The purposive as well as judgement sampling technique will be used in order to collect the data for this study. Due to the technology advancement that has led to an integrated banking industry, this contributes to the highly competitive marketplace. In this situation, the bank management should identify and improve upon matters that can meet with the customers’ satisfaction. This will include the employee performance, willingness to solve the problem that faced by the customers, friendliness, level of knowledge towards the business and etc. In order to secure the bank’s long-term interest, the organization that provide services will seek ways to forge and to maintain an on-going relationship with the customers in order to ensure the customers’ loyalty with the organization (Kandampully, 1998). Therefore, the measurement of service quality at Bank Rakyat Cawangan Machang is important in order to improve their services and help them deliver the best services to the customers. Faculty of Business and Management 2011 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/19173/2/PPb_TENGKU%20WASIMAH%20RAJA%20HARUN%20BM%20T%2011_5.pdf Raja Harun, Tengku Wasimah (2011) Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah. [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 Customer services. Customer relations
spellingShingle	Consumer satisfaction Customer services. Customer relations Raja Harun, Tengku Wasimah Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
description	The purpose of this research is to study the customer satisfaction towards the service quality at Bank Rakyat Cawangan Machang located in Kelantan. This research will used questionnaires as a primary data collection instead of using secondary data such as journals, articles, thesis report and etc. One hundred (100) of Bank Rakyat Machang’s customers will be involved as a respondent for this research. This research will be implemented by using SERVQUAL models that contained five dimensions which are tangible dimension, empathy dimension, responsiveness dimension, reliability dimension and assurance dimension. The purposive as well as judgement sampling technique will be used in order to collect the data for this study. Due to the technology advancement that has led to an integrated banking industry, this contributes to the highly competitive marketplace. In this situation, the bank management should identify and improve upon matters that can meet with the customers’ satisfaction. This will include the employee performance, willingness to solve the problem that faced by the customers, friendliness, level of knowledge towards the business and etc. In order to secure the bank’s long-term interest, the organization that provide services will seek ways to forge and to maintain an on-going relationship with the customers in order to ensure the customers’ loyalty with the organization (Kandampully, 1998). Therefore, the measurement of service quality at Bank Rakyat Cawangan Machang is important in order to improve their services and help them deliver the best services to the customers.
format	Student Project
author	Raja Harun, Tengku Wasimah
author_facet	Raja Harun, Tengku Wasimah
author_sort	Raja Harun, Tengku Wasimah
title	Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
title_short	Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
title_full	Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
title_fullStr	Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
title_full_unstemmed	Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
title_sort	measuring customer satisfaction on service quality in bank rakyat / raja harun tengku wasimah
publisher	Faculty of Business and Management
publishDate	2011
url	http://ir.uitm.edu.my/id/eprint/19173/ http://ir.uitm.edu.my/id/eprint/19173/2/PPb_TENGKU%20WASIMAH%20RAJA%20HARUN%20BM%20T%2011_5.pdf
first_indexed	2023-09-18T23:02:00Z
last_indexed	2023-09-18T23:02:00Z
_version_	1777418235589689344

Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah

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