A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara

The cost of getting new customers is much higher than the cost of maintaining the existing customers. Therefore, it is important for the company to foster customer satisfaction in order to create customer loyalty. This research is about a study on relationship between service quality and customer sa...

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Main Author:	Bahara, Noor Azfar Akmal
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2007
Subjects:	Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/21059/ http://ir.uitm.edu.my/id/eprint/21059/1/PPb_NOOR%20AZFAR%20AKMAL%20BAHARA%20M%20BM%2007_5.pdf

id	uitm-21059
recordtype	eprints
spelling	uitm-210592018-09-19T06:06:42Z http://ir.uitm.edu.my/id/eprint/21059/ A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara Bahara, Noor Azfar Akmal Consumer satisfaction Customer services. Customer relations The cost of getting new customers is much higher than the cost of maintaining the existing customers. Therefore, it is important for the company to foster customer satisfaction in order to create customer loyalty. This research is about a study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007. Element of service quality such as tangibility, reliability, responsiveness, assurance and empathy have been identified in order to investigate whether or not those elements have significant relationship with customer satisfaction. The survey is conducted at Stadium Hang Jebat Melaka, Stadium Hang Tuah Melaka, Stadium Tun Fatimah Melaka and other locations in Melaka area such as Ayer Keroh, Alor Gajah, Bandar Hilir and Jasin. The sample size for this study is 50 customers who had used and experienced Stadium Hang Jebat Melaka services and facilities. Data obtained using two methods that are primary and secondary data. Respondents are required to answer the questionnaires that include the statements regarding relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007. Once the necessary data has been collected, the data will be analyzed and summarized in a readable and easily interpretable form. The Statistical Package for the Social Science (SPSS) version 15.0 has been used to summarize the data. The results are in the form of reliability testing, frequency and correlation. Based on this research, the result indicates that there are significant relationship between all the elements of service quality which include tangibility, reliability, responsiveness, assurance and empathy. In additional, based on the mean and standard deviation for each factor, the first rank that gives the highest significant level according to their relationship with customer satisfaction is tangibility. It is followed by the second rank which is assurance, third rank is responsiveness, fourth rank is reliability and lastly the fifth one is empathy. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21059/1/PPb_NOOR%20AZFAR%20AKMAL%20BAHARA%20M%20BM%2007_5.pdf Bahara, Noor Azfar Akmal (2007) A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara. [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 Bahara, Noor Azfar Akmal A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara
description	The cost of getting new customers is much higher than the cost of maintaining the existing customers. Therefore, it is important for the company to foster customer satisfaction in order to create customer loyalty. This research is about a study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007. Element of service quality such as tangibility, reliability, responsiveness, assurance and empathy have been identified in order to investigate whether or not those elements have significant relationship with customer satisfaction. The survey is conducted at Stadium Hang Jebat Melaka, Stadium Hang Tuah Melaka, Stadium Tun Fatimah Melaka and other locations in Melaka area such as Ayer Keroh, Alor Gajah, Bandar Hilir and Jasin. The sample size for this study is 50 customers who had used and experienced Stadium Hang Jebat Melaka services and facilities. Data obtained using two methods that are primary and secondary data. Respondents are required to answer the questionnaires that include the statements regarding relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007. Once the necessary data has been collected, the data will be analyzed and summarized in a readable and easily interpretable form. The Statistical Package for the Social Science (SPSS) version 15.0 has been used to summarize the data. The results are in the form of reliability testing, frequency and correlation. Based on this research, the result indicates that there are significant relationship between all the elements of service quality which include tangibility, reliability, responsiveness, assurance and empathy. In additional, based on the mean and standard deviation for each factor, the first rank that gives the highest significant level according to their relationship with customer satisfaction is tangibility. It is followed by the second rank which is assurance, third rank is responsiveness, fourth rank is reliability and lastly the fifth one is empathy.
format	Student Project
author	Bahara, Noor Azfar Akmal
author_facet	Bahara, Noor Azfar Akmal
author_sort	Bahara, Noor Azfar Akmal
title	A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara
title_short	A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara
title_full	A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara
title_fullStr	A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara
title_full_unstemmed	A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara
title_sort	study on relationship between service quality and customer satisfaction towards stadium hang jebat melaka in 2007 / noor azfar akmal bahara
publisher	Faculty of Business and Management
publishDate	2007
url	http://ir.uitm.edu.my/id/eprint/21059/ http://ir.uitm.edu.my/id/eprint/21059/1/PPb_NOOR%20AZFAR%20AKMAL%20BAHARA%20M%20BM%2007_5.pdf
first_indexed	2023-09-18T23:05:45Z
last_indexed	2023-09-18T23:05:45Z
_version_	1777418470737051648

A study on relationship between service quality and customer satisfaction towards Stadium Hang Jebat Melaka in 2007 / Noor Azfar Akmal Bahara

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