Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir

Customer satisfaction is one term that is very important for the organizations that provide services. It is because, when their customers satisfy with the service, it will help the company to achieve their goals and the level of satisfaction must maintain to help the organization maintain their repu...

Full description

Bibliographic Details
Main Authors:	Zulkafli, Muhammad Ferdaus, Md Nasir, Nurhana Aini
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management, Universiti Teknologi MARA 2013
Subjects:	Total quality management. Benchmarking Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/25622/ http://ir.uitm.edu.my/id/eprint/25622/1/PPb_MUHAMMAD%20FERDAUS%20ZULKAFLI%20BM%20M%2013_5.pdf

id	uitm-25622
recordtype	eprints
spelling	uitm-256222019-12-06T02:12:23Z http://ir.uitm.edu.my/id/eprint/25622/ Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir Zulkafli, Muhammad Ferdaus Md Nasir, Nurhana Aini Total quality management. Benchmarking Consumer satisfaction Customer satisfaction is one term that is very important for the organizations that provide services. It is because, when their customers satisfy with the service, it will help the company to achieve their goals and the level of satisfaction must maintain to help the organization maintain their reputation. If the organization can provide good services, it can build trust from their customer perception. This research study on the service quality dimensions which are reliability, empathy, assurance, tangible and responsiveness that will lead to customer’s satisfaction. The service quality dimensions are adapted from SERVQUAL MODEL that is developing by Parasuraman (1988). This research was carried out at Pejabat Tenaga Kerja Seremban and focus to the customers that come to this organization to use the services. Data is collected through a questionnaire distributed to the 50 respondents using simple random sampling. Result of the present study showed that the significant correlation relationship between service quality dimensions and customer satisfaction. This study also used regression analysis in order to identify which factor in service quality dimension that most influence customer satisfaction. This study is said to be beneficial to the company and also customers because the result will help the organization improve their service and from the side of customers, they can enjoy better services. It will give benefits to both sides. By analyzed the data, the results shows that factor that most dominant to customer satisfaction at Pejabat Tenaga Kerja Seremban is assurance while tangible is the factor that least influence. Recommendations for future research are also having been discussed. Faculty of Business and Management, Universiti Teknologi MARA 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25622/1/PPb_MUHAMMAD%20FERDAUS%20ZULKAFLI%20BM%20M%2013_5.pdf Zulkafli, Muhammad Ferdaus and Md Nasir, Nurhana Aini (2013) Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir. [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	Total quality management. Benchmarking Consumer satisfaction
spellingShingle	Total quality management. Benchmarking Consumer satisfaction Zulkafli, Muhammad Ferdaus Md Nasir, Nurhana Aini Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir
description	Customer satisfaction is one term that is very important for the organizations that provide services. It is because, when their customers satisfy with the service, it will help the company to achieve their goals and the level of satisfaction must maintain to help the organization maintain their reputation. If the organization can provide good services, it can build trust from their customer perception. This research study on the service quality dimensions which are reliability, empathy, assurance, tangible and responsiveness that will lead to customer’s satisfaction. The service quality dimensions are adapted from SERVQUAL MODEL that is developing by Parasuraman (1988). This research was carried out at Pejabat Tenaga Kerja Seremban and focus to the customers that come to this organization to use the services. Data is collected through a questionnaire distributed to the 50 respondents using simple random sampling. Result of the present study showed that the significant correlation relationship between service quality dimensions and customer satisfaction. This study also used regression analysis in order to identify which factor in service quality dimension that most influence customer satisfaction. This study is said to be beneficial to the company and also customers because the result will help the organization improve their service and from the side of customers, they can enjoy better services. It will give benefits to both sides. By analyzed the data, the results shows that factor that most dominant to customer satisfaction at Pejabat Tenaga Kerja Seremban is assurance while tangible is the factor that least influence. Recommendations for future research are also having been discussed.
format	Student Project
author	Zulkafli, Muhammad Ferdaus Md Nasir, Nurhana Aini
author_facet	Zulkafli, Muhammad Ferdaus Md Nasir, Nurhana Aini
author_sort	Zulkafli, Muhammad Ferdaus
title	Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir
title_short	Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir
title_full	Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir
title_fullStr	Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir
title_full_unstemmed	Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir
title_sort	factors influence customer satisfaction at pejabat tenaga kerja seremban based on service quality dimension / muhammad ferdaus zulkafli and nurhana aini md nasir
publisher	Faculty of Business and Management, Universiti Teknologi MARA
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/25622/ http://ir.uitm.edu.my/id/eprint/25622/1/PPb_MUHAMMAD%20FERDAUS%20ZULKAFLI%20BM%20M%2013_5.pdf
first_indexed	2023-09-18T23:15:07Z
last_indexed	2023-09-18T23:15:07Z
_version_	1777419060239138816

Factors influence customer satisfaction at Pejabat Tenaga Kerja Seremban based on service quality dimension / Muhammad Ferdaus Zulkafli and Nurhana Aini Md Nasir

Similar Items