Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar

The purpose of this research is to study the comparison between customer expectation and customer perceived at MAA. MAA company does realize that it is important to know the level of its customer expectation and its customer perceived in order for them to not only satisfied their customer but to als...

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Bibliographic Details
Main Author:	Mahjar, Sabariah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2006
Online Access:	http://ir.uitm.edu.my/id/eprint/18568/ http://ir.uitm.edu.my/id/eprint/18568/1/PPb_SABARIAH%20MAHJAR%20BM%2006_5.pdf

id	uitm-18568
recordtype	eprints
spelling	uitm-185682018-01-04T06:35:20Z http://ir.uitm.edu.my/id/eprint/18568/ Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar Mahjar, Sabariah The purpose of this research is to study the comparison between customer expectation and customer perceived at MAA. MAA company does realize that it is important to know the level of its customer expectation and its customer perceived in order for them to not only satisfied their customer but to also achieve the level of delighting their customers so thus the customers will become loyal. Understanding the customer expectation and perception of the actual performance also is important for MAA as to indicate their service quality level and performances in the eye of consumers. This paper consists of five chapters which explain the subject matter by stages. Chapter I explains the introduction, background of the study and theoretical framework which act as a guide to the research flow and process. Chapter 2 explains the literature review, which relates to the subject studied. Moving on to chapter 3, research methodology is explained, which consist of methods and sampling techniques used . Data findings and discussions is being detailed in chapter 4, gathered from the information obtained from respondents. And finally , chapter 5 consisted of results' summaries and findings, which explain conclusions and recommendations. The outcome from this research paper enabled to help the management to see whether the company's service quality is being delivered up to the customers' expectation or it is otherwise. Faculty of Business and Management 2006 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/18568/1/PPb_SABARIAH%20MAHJAR%20BM%2006_5.pdf Mahjar, Sabariah (2006) Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar. [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	The purpose of this research is to study the comparison between customer expectation and customer perceived at MAA. MAA company does realize that it is important to know the level of its customer expectation and its customer perceived in order for them to not only satisfied their customer but to also achieve the level of delighting their customers so thus the customers will become loyal. Understanding the customer expectation and perception of the actual performance also is important for MAA as to indicate their service quality level and performances in the eye of consumers. This paper consists of five chapters which explain the subject matter by stages. Chapter I explains the introduction, background of the study and theoretical framework which act as a guide to the research flow and process. Chapter 2 explains the literature review, which relates to the subject studied. Moving on to chapter 3, research methodology is explained, which consist of methods and sampling techniques used . Data findings and discussions is being detailed in chapter 4, gathered from the information obtained from respondents. And finally , chapter 5 consisted of results' summaries and findings, which explain conclusions and recommendations. The outcome from this research paper enabled to help the management to see whether the company's service quality is being delivered up to the customers' expectation or it is otherwise.
format	Student Project
author	Mahjar, Sabariah
spellingShingle	Mahjar, Sabariah Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
author_facet	Mahjar, Sabariah
author_sort	Mahjar, Sabariah
title	Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_short	Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_full	Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_fullStr	Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_full_unstemmed	Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_sort	service quality: a comparison study between customer expectation and customer perceived at maa seremban / sabariah mahjar
publisher	Faculty of Business and Management
publishDate	2006
url	http://ir.uitm.edu.my/id/eprint/18568/ http://ir.uitm.edu.my/id/eprint/18568/1/PPb_SABARIAH%20MAHJAR%20BM%2006_5.pdf
first_indexed	2023-09-18T23:00:49Z
last_indexed	2023-09-18T23:00:49Z
_version_	1777418160899620864

Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar

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