A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid

This research is about a study on relationship between service quality and customer satisfaction at Melaka International Trade Centre (MITC). Factors such as service quality and customer satisfaction have been identified in order to investigate whether or not these factors have a relationship with c...

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Bibliographic Details
Main Author:	Mohamed Yazid, Norazah
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/21083/ http://ir.uitm.edu.my/id/eprint/21083/1/PPb_NORAZAH%20MOHAMED%20YAZID%20M%20BM%2007_5.pdf

id	uitm-21083
recordtype	eprints
spelling	uitm-210832018-09-19T06:39:06Z http://ir.uitm.edu.my/id/eprint/21083/ A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid Mohamed Yazid, Norazah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations This research is about a study on relationship between service quality and customer satisfaction at Melaka International Trade Centre (MITC). Factors such as service quality and customer satisfaction have been identified in order to investigate whether or not these factors have a relationship with customer satisfaction. The survey is conducted at Melaka area. The sample size for this study is 40 organisations which is customers of Melaka International Trade Centre. Data obtained using two methods that are primary and secondary data. Respondents are required to answer the questionnaires that contain element that potentially have relationship with service quality and customer satisfaction. Data are analyzed using Reliability Test, Pearson Correlation Analysis as well as Gap analysis through SPSS Program. The result shows that all dimensions in service quality which is tangible, reliability responsiveness, empathy and assurance have significant relationship on customer satisfaction. From the finding also customers do not satisfied with the service quality provide by Melaka International Trade Centre because the customers' perception greater than their expectation. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21083/1/PPb_NORAZAH%20MOHAMED%20YAZID%20M%20BM%2007_5.pdf Mohamed Yazid, Norazah (2007) A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid. [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 Mohamed Yazid, Norazah A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid
description	This research is about a study on relationship between service quality and customer satisfaction at Melaka International Trade Centre (MITC). Factors such as service quality and customer satisfaction have been identified in order to investigate whether or not these factors have a relationship with customer satisfaction. The survey is conducted at Melaka area. The sample size for this study is 40 organisations which is customers of Melaka International Trade Centre. Data obtained using two methods that are primary and secondary data. Respondents are required to answer the questionnaires that contain element that potentially have relationship with service quality and customer satisfaction. Data are analyzed using Reliability Test, Pearson Correlation Analysis as well as Gap analysis through SPSS Program. The result shows that all dimensions in service quality which is tangible, reliability responsiveness, empathy and assurance have significant relationship on customer satisfaction. From the finding also customers do not satisfied with the service quality provide by Melaka International Trade Centre because the customers' perception greater than their expectation.
format	Student Project
author	Mohamed Yazid, Norazah
author_facet	Mohamed Yazid, Norazah
author_sort	Mohamed Yazid, Norazah
title	A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid
title_short	A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid
title_full	A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid
title_fullStr	A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid
title_full_unstemmed	A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid
title_sort	study on relationship between service quality and customer satisfaction: a case study of melaka international trade centre (mitc) / norazah mohamed yazid
publisher	Faculty of Business and Management
publishDate	2007
url	http://ir.uitm.edu.my/id/eprint/21083/ http://ir.uitm.edu.my/id/eprint/21083/1/PPb_NORAZAH%20MOHAMED%20YAZID%20M%20BM%2007_5.pdf
first_indexed	2023-09-18T23:05:48Z
last_indexed	2023-09-18T23:05:48Z
_version_	1777418474261315584

A study on relationship between service quality and customer satisfaction: a case study of Melaka International Trade Centre (MITC) / Norazah Mohamed Yazid

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