Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri

Service quality seems to be accepted as a fundamental factor that will influence customer satisfaction towards service centre. However, it has been ignored regarding on the matter of service quality on customer satisfaction studies. The primary objective of this study was to investigate how service...

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Main Author:	Mohd Zafri, Syahirah Aisyah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2019
Subjects:	Total quality management. Benchmarking Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/26008/ http://ir.uitm.edu.my/id/eprint/26008/1/PPb_SYAHIRAH%20AISYAH%20MOHD%20ZAFRI%20BM%20M%2019_5.pdf

id	uitm-26008
recordtype	eprints
spelling	uitm-260082019-10-25T03:12:02Z http://ir.uitm.edu.my/id/eprint/26008/ Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri Mohd Zafri, Syahirah Aisyah Total quality management. Benchmarking Consumer satisfaction Customer services. Customer relations Service quality seems to be accepted as a fundamental factor that will influence customer satisfaction towards service centre. However, it has been ignored regarding on the matter of service quality on customer satisfaction studies. The primary objective of this study was to investigate how service quality (SERVQUAL) can influence customer satisfaction on Tampin Perodua service centre. Subsequent regression analyses demonstrated that service quality (SERVQUAL) influence customer satisfaction through the quality of service that they serve to their customers. Thus, the manager should pay attention to the dimensions of service quality (SERVQUAL) that elicit customer satisfaction and enhance return visits to the service centre. This study was developed to investigate on how service quality (SERVQUAL) can influence customer satisfaction on Tampin Perodua service centre. Tangible, reliability, responsiveness, assurance and empathy are the factors that used to influence customer satisfaction towards the service centre in Tampin, Negeri Sembilan. The survey was conducted to gather the data and 310 respondents had answered the questionnaire. Data analysis was then based on the 310 valid responses. The findings would be useful to help automobile service centre to make improvements. The conclusion of the result is that responsiveness, assurance and empathy have significant relationship with customer satisfaction. Faculty of Business and Management 2019 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/26008/1/PPb_SYAHIRAH%20AISYAH%20MOHD%20ZAFRI%20BM%20M%2019_5.pdf Mohd Zafri, Syahirah Aisyah (2019) Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri. [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 Customer services. Customer relations
spellingShingle	Total quality management. Benchmarking Consumer satisfaction Customer services. Customer relations Mohd Zafri, Syahirah Aisyah Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri
description	Service quality seems to be accepted as a fundamental factor that will influence customer satisfaction towards service centre. However, it has been ignored regarding on the matter of service quality on customer satisfaction studies. The primary objective of this study was to investigate how service quality (SERVQUAL) can influence customer satisfaction on Tampin Perodua service centre. Subsequent regression analyses demonstrated that service quality (SERVQUAL) influence customer satisfaction through the quality of service that they serve to their customers. Thus, the manager should pay attention to the dimensions of service quality (SERVQUAL) that elicit customer satisfaction and enhance return visits to the service centre. This study was developed to investigate on how service quality (SERVQUAL) can influence customer satisfaction on Tampin Perodua service centre. Tangible, reliability, responsiveness, assurance and empathy are the factors that used to influence customer satisfaction towards the service centre in Tampin, Negeri Sembilan. The survey was conducted to gather the data and 310 respondents had answered the questionnaire. Data analysis was then based on the 310 valid responses. The findings would be useful to help automobile service centre to make improvements. The conclusion of the result is that responsiveness, assurance and empathy have significant relationship with customer satisfaction.
format	Student Project
author	Mohd Zafri, Syahirah Aisyah
author_facet	Mohd Zafri, Syahirah Aisyah
author_sort	Mohd Zafri, Syahirah Aisyah
title	Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri
title_short	Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri
title_full	Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri
title_fullStr	Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri
title_full_unstemmed	Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri
title_sort	service quality (servqual) influence customer satisfaction of tampin perodua service centre / syahirah aisyah mohd zafri
publisher	Faculty of Business and Management
publishDate	2019
url	http://ir.uitm.edu.my/id/eprint/26008/ http://ir.uitm.edu.my/id/eprint/26008/1/PPb_SYAHIRAH%20AISYAH%20MOHD%20ZAFRI%20BM%20M%2019_5.pdf
first_indexed	2023-09-18T23:15:58Z
last_indexed	2023-09-18T23:15:58Z
_version_	1777419113654648832

Service quality (SERVQUAL) influence customer satisfaction of Tampin Perodua Service Centre / Syahirah Aisyah Mohd Zafri

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