Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction is still shrouded with uncertainty. This study attempts to identify which...

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Bibliographic Details
Main Author:	Samsidi, Mazlina
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2006
Subjects:	Consumer satisfaction Personnel management. Employment management
Online Access:	http://ir.uitm.edu.my/id/eprint/21468/ http://ir.uitm.edu.my/id/eprint/21468/1/PPb_MAZLINA%20SAMSIDI%20M%20BM%2006_5.pdf

id	uitm-21468
recordtype	eprints
spelling	uitm-214682018-11-01T09:52:59Z http://ir.uitm.edu.my/id/eprint/21468/ Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi Samsidi, Mazlina Consumer satisfaction Personnel management. Employment management The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction is still shrouded with uncertainty. This study attempts to identify which service quality dimension mostly importance for the customer, to identify the level of customer satisfaction and to examine the link between service quality and customer satisfaction by using SERVQUAL Model developed by Parasuraman et.al. A total of 44 companies were selected as a respondent to answer a questionnaire. The results indicate that reliability is an important dimension for port user and most of the customers are not satisfied with tangible dimension. The finding also showed that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another. Faculty of Business and Management 2006 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21468/1/PPb_MAZLINA%20SAMSIDI%20M%20BM%2006_5.pdf Samsidi, Mazlina (2006) Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi. [Student Project] (Unpublished)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 Personnel management. Employment management
spellingShingle	Consumer satisfaction Personnel management. Employment management Samsidi, Mazlina Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi
description	The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction is still shrouded with uncertainty. This study attempts to identify which service quality dimension mostly importance for the customer, to identify the level of customer satisfaction and to examine the link between service quality and customer satisfaction by using SERVQUAL Model developed by Parasuraman et.al. A total of 44 companies were selected as a respondent to answer a questionnaire. The results indicate that reliability is an important dimension for port user and most of the customers are not satisfied with tangible dimension. The finding also showed that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another.
format	Student Project
author	Samsidi, Mazlina
author_facet	Samsidi, Mazlina
author_sort	Samsidi, Mazlina
title	Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi
title_short	Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi
title_full	Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi
title_fullStr	Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi
title_full_unstemmed	Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi
title_sort	customer satisfaction at container operation department of northport (malaysia) berhad / mazlina samsidi
publisher	Faculty of Business and Management
publishDate	2006
url	http://ir.uitm.edu.my/id/eprint/21468/ http://ir.uitm.edu.my/id/eprint/21468/1/PPb_MAZLINA%20SAMSIDI%20M%20BM%2006_5.pdf
first_indexed	2023-09-18T23:06:37Z
last_indexed	2023-09-18T23:06:37Z
_version_	1777418525533536256

Customer satisfaction at container operation department of Northport (Malaysia) Berhad / Mazlina Samsidi

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