Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah

Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah

Both public and private sectors have given much attention to the concept of customer satisfaction in the past couple of decades. While most companies have developed strategies to improved quality and external customer service, internal customer satisfaction is a much neglected component of quality i...

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Bibliographic Details
Main Authors: Azmi, Muhamad Afiq, Abdullah, Khairulnazrin
Format: Student Project
Language:English
Published: Faculty of Administrative Science and Policy Studies 2013
Subjects:
Malaysia
Online Access:http://ir.uitm.edu.my/id/eprint/15011/
http://ir.uitm.edu.my/id/eprint/15011/1/PPb_MUHAMAD%20AFIQ%20AZMI%20AM%2013_5.pdf
id uitm-15011
recordtype eprints
spelling uitm-150112016-10-28T04:48:33Z http://ir.uitm.edu.my/id/eprint/15011/ Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah Azmi, Muhamad Afiq Abdullah, Khairulnazrin Malaysia Malaysia Both public and private sectors have given much attention to the concept of customer satisfaction in the past couple of decades. While most companies have developed strategies to improved quality and external customer service, internal customer satisfaction is a much neglected component of quality improvement. Keeping internal customers satisfied and happy is the first step towards creating external customer satisfied with the product or services given. This study purposes to help Human Resource Department of TNB Malacca to know what are others departments perceptions toward their service quality. The total number of employees from 97 respondents been selected from seven departments and been given questionnaire to answer the questions based on three main aspects of serve quality which are communication, reliability and responsiveness. Data collected been analyzed by SPSS software and not surprisingly the findings bring good news to Human Resource Department of TNB Malacca. Most of the respondent generally satisfied with the service quality at Human Resource Department. Hence, this study give evidence that Human Resource Department at TNB Malacca is already good in service their internal customer. Faculty of Administrative Science and Policy Studies 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/15011/1/PPb_MUHAMAD%20AFIQ%20AZMI%20AM%2013_5.pdf Azmi, Muhamad Afiq and Abdullah, Khairulnazrin (2013) Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah. [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 Malaysia
Malaysia
spellingShingle Malaysia
Malaysia
Azmi, Muhamad Afiq
Abdullah, Khairulnazrin
Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah
description Both public and private sectors have given much attention to the concept of customer satisfaction in the past couple of decades. While most companies have developed strategies to improved quality and external customer service, internal customer satisfaction is a much neglected component of quality improvement. Keeping internal customers satisfied and happy is the first step towards creating external customer satisfied with the product or services given. This study purposes to help Human Resource Department of TNB Malacca to know what are others departments perceptions toward their service quality. The total number of employees from 97 respondents been selected from seven departments and been given questionnaire to answer the questions based on three main aspects of serve quality which are communication, reliability and responsiveness. Data collected been analyzed by SPSS software and not surprisingly the findings bring good news to Human Resource Department of TNB Malacca. Most of the respondent generally satisfied with the service quality at Human Resource Department. Hence, this study give evidence that Human Resource Department at TNB Malacca is already good in service their internal customer.
format Student Project
author Azmi, Muhamad Afiq
Abdullah, Khairulnazrin
author_facet Azmi, Muhamad Afiq
Abdullah, Khairulnazrin
author_sort Azmi, Muhamad Afiq
title Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah
title_short Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah
title_full Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah
title_fullStr Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah
title_full_unstemmed Internal customer satisfaction toward service quality: A case study in Human Resource Department Tenaga Nasional Berhad Malacca / Muhamad Afiq Azmi and Khairulnazrin Abdullah
title_sort internal customer satisfaction toward service quality: a case study in human resource department tenaga nasional berhad malacca / muhamad afiq azmi and khairulnazrin abdullah
publisher Faculty of Administrative Science and Policy Studies
publishDate 2013
url http://ir.uitm.edu.my/id/eprint/15011/
http://ir.uitm.edu.my/id/eprint/15011/1/PPb_MUHAMAD%20AFIQ%20AZMI%20AM%2013_5.pdf
first_indexed 2023-09-18T22:52:54Z
last_indexed 2023-09-18T22:52:54Z
_version_ 1777417663057756160

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