The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee

Purpose-Customer satisfaction in a telecommunication company such as TM Point is very much anticipated in terms of fairness either by the higher-ups of TM itself, the customers or the researchers. Therefore, the purpose of this study is to create a clearer picture on how effective service fairness c...

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Main Author:	Mohd Azlee, Mohamad Amirul Zharif
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2014
Subjects:	Telecommunication industry. Telegraph Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/25254/ http://ir.uitm.edu.my/id/eprint/25254/1/PPb_MOHAMAD%20AMIRUL%20ZHARIF%20MOHD%20AZLEE%20BM%20M%2014_5.pdf

id	uitm-25254
recordtype	eprints
spelling	uitm-252542019-09-27T03:39:40Z http://ir.uitm.edu.my/id/eprint/25254/ The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee Mohd Azlee, Mohamad Amirul Zharif Telecommunication industry. Telegraph Consumer satisfaction Customer services. Customer relations Purpose-Customer satisfaction in a telecommunication company such as TM Point is very much anticipated in terms of fairness either by the higher-ups of TM itself, the customers or the researchers. Therefore, the purpose of this study is to create a clearer picture on how effective service fairness can be when it comes to affecting the customer satisfaction itself. Problem Statement-Decreasing monthly sales in TM as well as numerous complaints received by TM Point might be a sign that customers are not satisfied and it could also be a sign that customers feel that they are unfairly treated by the staffs in a service operation. Objective-To find the relationship between all the elements of perceived service fairness (IV) and customer satisfaction (DV) in TM Point and also to find the rank of all the elements as well as finding the most influencing factor that affects customer satisfaction together with the provision of recommendations to improve customer satisfaction in TM Point. Methodology-A close-ended questionnaire survey is conducted with a sample size of 100 respondents within Taiping town region. SPSS version 20.0 is used to find the data reliability, frequencies of data, correlation test and regression test in order to test all the hypothesis involved and to also answer all the objectives that present. Summary of The Findings-The result shows that all items of perceived service fairness are positively associated with customer satisfaction. The result shows that the highest rank of all elements is perceived distributive fairness and it is also the most influencing factor that affects customer satisfaction. Faculty of Business and Management 2014 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25254/1/PPb_MOHAMAD%20AMIRUL%20ZHARIF%20MOHD%20AZLEE%20BM%20M%2014_5.pdf Mohd Azlee, Mohamad Amirul Zharif (2014) The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee. [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	Telecommunication industry. Telegraph Consumer satisfaction Customer services. Customer relations
spellingShingle	Telecommunication industry. Telegraph Consumer satisfaction Customer services. Customer relations Mohd Azlee, Mohamad Amirul Zharif The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee
description	Purpose-Customer satisfaction in a telecommunication company such as TM Point is very much anticipated in terms of fairness either by the higher-ups of TM itself, the customers or the researchers. Therefore, the purpose of this study is to create a clearer picture on how effective service fairness can be when it comes to affecting the customer satisfaction itself. Problem Statement-Decreasing monthly sales in TM as well as numerous complaints received by TM Point might be a sign that customers are not satisfied and it could also be a sign that customers feel that they are unfairly treated by the staffs in a service operation. Objective-To find the relationship between all the elements of perceived service fairness (IV) and customer satisfaction (DV) in TM Point and also to find the rank of all the elements as well as finding the most influencing factor that affects customer satisfaction together with the provision of recommendations to improve customer satisfaction in TM Point. Methodology-A close-ended questionnaire survey is conducted with a sample size of 100 respondents within Taiping town region. SPSS version 20.0 is used to find the data reliability, frequencies of data, correlation test and regression test in order to test all the hypothesis involved and to also answer all the objectives that present. Summary of The Findings-The result shows that all items of perceived service fairness are positively associated with customer satisfaction. The result shows that the highest rank of all elements is perceived distributive fairness and it is also the most influencing factor that affects customer satisfaction.
format	Student Project
author	Mohd Azlee, Mohamad Amirul Zharif
author_facet	Mohd Azlee, Mohamad Amirul Zharif
author_sort	Mohd Azlee, Mohamad Amirul Zharif
title	The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee
title_short	The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee
title_full	The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee
title_fullStr	The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee
title_full_unstemmed	The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee
title_sort	effects of perceived service fairness on satisfaction among customers in tm point taiping perak / mohamad amirul zharif mohd azlee
publisher	Faculty of Business and Management
publishDate	2014
url	http://ir.uitm.edu.my/id/eprint/25254/ http://ir.uitm.edu.my/id/eprint/25254/1/PPb_MOHAMAD%20AMIRUL%20ZHARIF%20MOHD%20AZLEE%20BM%20M%2014_5.pdf
first_indexed	2023-09-18T23:14:23Z
last_indexed	2023-09-18T23:14:23Z
_version_	1777419014125912064

The effects of perceived service fairness on satisfaction among customers in TM Point Taiping Perak / Mohamad Amirul Zharif Mohd Azlee

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