The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri

The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri

Melaka Stadium Corporation (MSCorp) is under a Melaka State Government which provides all facilities for sports and others too, such as exhibition hall, seminar rooms, business centre and many other facilities. Melaka Stadium Corporation is to plan and organize any event or activity that can generat...

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Format: Student Project
Language:English
Published: Faculty of Business Management 2007
Online Access:http://ir.uitm.edu.my/id/eprint/18462/
http://ir.uitm.edu.my/id/eprint/18462/1/PPb_MOHD%20AZIEHAN%20SA%27RI%20BM%2007_5.pdf
id uitm-18462
recordtype eprints
spelling uitm-184622017-12-08T08:33:11Z http://ir.uitm.edu.my/id/eprint/18462/ The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri Melaka Stadium Corporation (MSCorp) is under a Melaka State Government which provides all facilities for sports and others too, such as exhibition hall, seminar rooms, business centre and many other facilities. Melaka Stadium Corporation is to plan and organize any event or activity that can generate income for state and sports industry. It is hard for the company to determine which aspect of quality customer' rate most highly since their expectation towards the services quality is different. Customer with high expectation and lack of understanding also give a challenge to the MSCorp This study is concentrate on Comparison between Consumer Expectation and Actual Performance towards Service Quality provided by Melaka Stadium Corporation (MSCorp). This study also clarifies the gap among customer expectation between MSCorp's actual performances and determines the level of the services quality and to study the factors which influences services quality of the MSCorp. The main problem faced by MSCorp is in satisfying the needs and wants of each of their service users. Each of customers has different expectation before using MSCorp service and customer with high expectation give a challenge to the MSCorp. The objectives of this study are to determine the level of service quality, to study the factor which influences service quality toward MSCorp and to recommend methods and ways that can be used to improved service quality. This study used Exploratory as a research design that provides data that help managers discover environmental forces affecting a marketing decision. In this study, the sampling design used IS Nonprobability Sampling and the Convenience Sampling Technique. It based on the selection of readily available respondents. In this study, researcher has written a set of questionnaire and distribute to the respondents. After the questionnaires were completed, the data were coded before it is transferred to the computer for analysis the SPSS programme was being used to analyze the data. According to the findings, MSCorp not meting their Customers' Expectation in those five factor, whereas factors like Reliability, Assurance, Tangibles, Empathy and Responsiveness it still need an improvement from the MSCorp since all these factors unable to meet what customers being expected. Since that , the MSCorp should do an improvement towards increasing their performance so that the MSCorp will achieve excellent performance or excellent service quality in the future. Faculty of Business Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/18462/1/PPb_MOHD%20AZIEHAN%20SA%27RI%20BM%2007_5.pdf UNSPECIFIED (2007) The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri. [Student Project] (Unpublished)
repository_type Digital Repository
institution_category Local University
institution Universiti Teknologi MARA
building UiTM Institutional Repository
collection Online Access
language English
description Melaka Stadium Corporation (MSCorp) is under a Melaka State Government which provides all facilities for sports and others too, such as exhibition hall, seminar rooms, business centre and many other facilities. Melaka Stadium Corporation is to plan and organize any event or activity that can generate income for state and sports industry. It is hard for the company to determine which aspect of quality customer' rate most highly since their expectation towards the services quality is different. Customer with high expectation and lack of understanding also give a challenge to the MSCorp This study is concentrate on Comparison between Consumer Expectation and Actual Performance towards Service Quality provided by Melaka Stadium Corporation (MSCorp). This study also clarifies the gap among customer expectation between MSCorp's actual performances and determines the level of the services quality and to study the factors which influences services quality of the MSCorp. The main problem faced by MSCorp is in satisfying the needs and wants of each of their service users. Each of customers has different expectation before using MSCorp service and customer with high expectation give a challenge to the MSCorp. The objectives of this study are to determine the level of service quality, to study the factor which influences service quality toward MSCorp and to recommend methods and ways that can be used to improved service quality. This study used Exploratory as a research design that provides data that help managers discover environmental forces affecting a marketing decision. In this study, the sampling design used IS Nonprobability Sampling and the Convenience Sampling Technique. It based on the selection of readily available respondents. In this study, researcher has written a set of questionnaire and distribute to the respondents. After the questionnaires were completed, the data were coded before it is transferred to the computer for analysis the SPSS programme was being used to analyze the data. According to the findings, MSCorp not meting their Customers' Expectation in those five factor, whereas factors like Reliability, Assurance, Tangibles, Empathy and Responsiveness it still need an improvement from the MSCorp since all these factors unable to meet what customers being expected. Since that , the MSCorp should do an improvement towards increasing their performance so that the MSCorp will achieve excellent performance or excellent service quality in the future.
format Student Project
title The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri
spellingShingle The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri
title_short The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri
title_full The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri
title_fullStr The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri
title_full_unstemmed The study on a comparison between customers' expectations and actual performance towards service quality provided by Melaka Stadium Corporation (MSCorp) / Mohd Aziehan Sa'ri
title_sort study on a comparison between customers' expectations and actual performance towards service quality provided by melaka stadium corporation (mscorp) / mohd aziehan sa'ri
publisher Faculty of Business Management
publishDate 2007
url http://ir.uitm.edu.my/id/eprint/18462/
http://ir.uitm.edu.my/id/eprint/18462/1/PPb_MOHD%20AZIEHAN%20SA%27RI%20BM%2007_5.pdf
first_indexed 2023-09-18T23:00:35Z
last_indexed 2023-09-18T23:00:35Z
_version_ 1777418146032910336

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