The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek

There are a lot of previous researches focusing to the customer satisfaction topic. In this research, the main objective is to determine the level of customer satisfaction; however, this research will be focusing customer satisfaction in internal customer perspectives. Using the three of services el...

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Bibliographic Details
Main Author:	Malek, Haqimi
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2009
Subjects:	Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/19043/ http://ir.uitm.edu.my/id/eprint/19043/1/PPb_HAQIMI%20MALEK%20BM%2009_5.pdf

id	uitm-19043
recordtype	eprints
spelling	uitm-190432018-02-05T09:17:08Z http://ir.uitm.edu.my/id/eprint/19043/ The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek Malek, Haqimi Consumer satisfaction There are a lot of previous researches focusing to the customer satisfaction topic. In this research, the main objective is to determine the level of customer satisfaction; however, this research will be focusing customer satisfaction in internal customer perspectives. Using the three of services elements which is communication, interpersonal skills, and responsiveness, this research seek the internal customer satisfaction towards services that been provided by USIM's Quality Management Unit. This research were using questionnaire in order to collect the data and the questionnaire will be distributed to four main departments in USIM namely Department of Student Affairs (HEP), Department of Treasurer, Department of Library, and Department of Registrar. The study sample consisted of 135 respondents or employees from those four departments. The questionnaires of this research are analyzed using the SPSS technique. All the data collected from the respondents are keyed in and will be processed by SPSS. The frequency, mean, one-way ANOVA, and correlation conducted using the SPSS in order to analyze all the data needed. As a result, this research found that level of customer satisfaction toward UPK services is good and customers are satisfied with UPK responsiveness followed by communication and interpersonal skills. There are also significant relationship between all service factors such as communication, interpersonal skills, and responsiveness with customer satisfaction. In addition, responsiveness is the most influence factor that influenced customer satisfaction followed by interpersonal skills and communication. From the result that has been analyze, researcher suggest that in order to improve UPK customer satisfaction level, they need to concentrate more on their responsiveness since it is the most influence factor to customer satisfaction. Researcher also recommends that UPK also need to improve their interpersonal skills and communication even though both of the factor give less influence to their customer satisfaction. Faculty of Business and Management 2009 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/19043/1/PPb_HAQIMI%20MALEK%20BM%2009_5.pdf Malek, Haqimi (2009) The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek. [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	Consumer satisfaction
spellingShingle	Consumer satisfaction Malek, Haqimi The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek
description	There are a lot of previous researches focusing to the customer satisfaction topic. In this research, the main objective is to determine the level of customer satisfaction; however, this research will be focusing customer satisfaction in internal customer perspectives. Using the three of services elements which is communication, interpersonal skills, and responsiveness, this research seek the internal customer satisfaction towards services that been provided by USIM's Quality Management Unit. This research were using questionnaire in order to collect the data and the questionnaire will be distributed to four main departments in USIM namely Department of Student Affairs (HEP), Department of Treasurer, Department of Library, and Department of Registrar. The study sample consisted of 135 respondents or employees from those four departments. The questionnaires of this research are analyzed using the SPSS technique. All the data collected from the respondents are keyed in and will be processed by SPSS. The frequency, mean, one-way ANOVA, and correlation conducted using the SPSS in order to analyze all the data needed. As a result, this research found that level of customer satisfaction toward UPK services is good and customers are satisfied with UPK responsiveness followed by communication and interpersonal skills. There are also significant relationship between all service factors such as communication, interpersonal skills, and responsiveness with customer satisfaction. In addition, responsiveness is the most influence factor that influenced customer satisfaction followed by interpersonal skills and communication. From the result that has been analyze, researcher suggest that in order to improve UPK customer satisfaction level, they need to concentrate more on their responsiveness since it is the most influence factor to customer satisfaction. Researcher also recommends that UPK also need to improve their interpersonal skills and communication even though both of the factor give less influence to their customer satisfaction.
format	Student Project
author	Malek, Haqimi
author_facet	Malek, Haqimi
author_sort	Malek, Haqimi
title	The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek
title_short	The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek
title_full	The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek
title_fullStr	The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek
title_full_unstemmed	The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek
title_sort	internal customer satisfactions towards usim's quality management unit services / haqimi malek
publisher	Faculty of Business and Management
publishDate	2009
url	http://ir.uitm.edu.my/id/eprint/19043/ http://ir.uitm.edu.my/id/eprint/19043/1/PPb_HAQIMI%20MALEK%20BM%2009_5.pdf
first_indexed	2023-09-18T23:01:43Z
last_indexed	2023-09-18T23:01:43Z
_version_	1777418217266872320

The internal customer satisfactions towards USIM's Quality Management Unit Services / Haqimi Malek

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