Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak

The purpose of the study was to measure the impact of service quality provided on payment collection towards customer satisfaction in Tenaga Nasional Berhad (TNB), Jalan Yahya Awal, Johor Bahru especially towards domestic customer. In this study it will help the organization to improve and increase...

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Main Author:	Abdul Razak, Halimatul Saadiah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2010
Subjects:	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Malaysia HG Finance
Online Access:	http://ir.uitm.edu.my/id/eprint/24372/ http://ir.uitm.edu.my/id/eprint/24372/1/PPb_HALIMATUL%20SAADIAH%20ABDUL%20RAZAK%20BM%20T%2010_5.pdf

id	uitm-24372
recordtype	eprints
spelling	uitm-243722019-05-29T08:26:08Z http://ir.uitm.edu.my/id/eprint/24372/ Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak Abdul Razak, Halimatul Saadiah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Malaysia HG Finance The purpose of the study was to measure the impact of service quality provided on payment collection towards customer satisfaction in Tenaga Nasional Berhad (TNB), Jalan Yahya Awal, Johor Bahru especially towards domestic customer. In this study it will help the organization to improve and increase their sales. The issue of payment collection is significantly importance as it is the source of financing for development purposes. The payment collection levied to pay the cost of services provided such as electricity utility, and cover the maintenances cost. The payment generally levied according to the electric capacity use and it different according to the type of electric equipment that they use and time duration that take in using the equipment for every each domestics’ customers. Capacity usage might increase if users use the electricity wastefully which lead to the increasing of electric. Therefore this study only focuses on the domestic customer which is residential building owner. Analysis of survey responses based on 250 respondents from Johor Bahru area found that most of the variables investigated in the study significantly contributed towards impact of service quality on customer satisfaction towards increasing payment collection. In this research, research using several types of analysis which are reliability analysis, frequency analysis, descriptive analysis and correlation analysis. From the research and analysis researcher found that some improvements have to be taken by the organization especially on their service quality. Organization have to take seriously towards empathy, because from the research researcher found that most of the customer not satisfied with the organization empathy. TNB might have a lot of customer, to focus individualize for each customer might not be easy. Customers come to the organization, bagging for installment, and create a lot of reason to avoid from payment. It is difficult for the organization to be more empathy because it will hard for the organization to achieve goals which is profitability. Therefore some improvement needs to be taken in that area. Secondly researcher found that, organization also lack focus on reliability quality to the customer. Reliability is the ability to perform the promised service dependably and accurately. Most of the customer responds that the organization lacks in focusing on reliability, because of the large number of TNB customer, to be reliable to all of them might difficult. In this case, organization has to find way in order to cope with this problem. Service quality is very important therefore organization have to fulfill as the promises. Organization should provide a proper awareness programs and take certain actions to the customer in other to increase payment collection. Faculty of Business and Management 2010 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/24372/1/PPb_HALIMATUL%20SAADIAH%20ABDUL%20RAZAK%20BM%20T%2010_5.pdf Abdul Razak, Halimatul Saadiah (2010) Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak. [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 Malaysia HG Finance
spellingShingle	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Malaysia HG Finance Abdul Razak, Halimatul Saadiah Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak
description	The purpose of the study was to measure the impact of service quality provided on payment collection towards customer satisfaction in Tenaga Nasional Berhad (TNB), Jalan Yahya Awal, Johor Bahru especially towards domestic customer. In this study it will help the organization to improve and increase their sales. The issue of payment collection is significantly importance as it is the source of financing for development purposes. The payment collection levied to pay the cost of services provided such as electricity utility, and cover the maintenances cost. The payment generally levied according to the electric capacity use and it different according to the type of electric equipment that they use and time duration that take in using the equipment for every each domestics’ customers. Capacity usage might increase if users use the electricity wastefully which lead to the increasing of electric. Therefore this study only focuses on the domestic customer which is residential building owner. Analysis of survey responses based on 250 respondents from Johor Bahru area found that most of the variables investigated in the study significantly contributed towards impact of service quality on customer satisfaction towards increasing payment collection. In this research, research using several types of analysis which are reliability analysis, frequency analysis, descriptive analysis and correlation analysis. From the research and analysis researcher found that some improvements have to be taken by the organization especially on their service quality. Organization have to take seriously towards empathy, because from the research researcher found that most of the customer not satisfied with the organization empathy. TNB might have a lot of customer, to focus individualize for each customer might not be easy. Customers come to the organization, bagging for installment, and create a lot of reason to avoid from payment. It is difficult for the organization to be more empathy because it will hard for the organization to achieve goals which is profitability. Therefore some improvement needs to be taken in that area. Secondly researcher found that, organization also lack focus on reliability quality to the customer. Reliability is the ability to perform the promised service dependably and accurately. Most of the customer responds that the organization lacks in focusing on reliability, because of the large number of TNB customer, to be reliable to all of them might difficult. In this case, organization has to find way in order to cope with this problem. Service quality is very important therefore organization have to fulfill as the promises. Organization should provide a proper awareness programs and take certain actions to the customer in other to increase payment collection.
format	Student Project
author	Abdul Razak, Halimatul Saadiah
author_facet	Abdul Razak, Halimatul Saadiah
author_sort	Abdul Razak, Halimatul Saadiah
title	Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak
title_short	Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak
title_full	Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak
title_fullStr	Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak
title_full_unstemmed	Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak
title_sort	impact of service quality on customer satisfaction towards increasing payment collection/ halimatul saadiah abdul razak
publisher	Faculty of Business and Management
publishDate	2010
url	http://ir.uitm.edu.my/id/eprint/24372/ http://ir.uitm.edu.my/id/eprint/24372/1/PPb_HALIMATUL%20SAADIAH%20ABDUL%20RAZAK%20BM%20T%2010_5.pdf
first_indexed	2023-09-18T23:12:26Z
last_indexed	2023-09-18T23:12:26Z
_version_	1777418891620777984

Impact of service quality on customer satisfaction towards increasing payment collection/ Halimatul Saadiah Abdul Razak

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