The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah

Service quality has become ever more important to the achievement of customer satisfaction with the increasing complexities of the need and expectation of customers. This research study examines the relationship between service quality dimension and how the dimensions give impacts on customer satisf...

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Bibliographic Details
Main Author:	Abdullah, Siti Zuana
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2018
Subjects:	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/21787/ http://ir.uitm.edu.my/id/eprint/21787/1/PPb_SITI%20ZUANA%20ABDULLAH%20M%20BM%2018_5.pdf

id	uitm-21787
recordtype	eprints
spelling	uitm-217872018-12-26T01:44:48Z http://ir.uitm.edu.my/id/eprint/21787/ The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah Abdullah, Siti Zuana Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Service quality has become ever more important to the achievement of customer satisfaction with the increasing complexities of the need and expectation of customers. This research study examines the relationship between service quality dimension and how the dimensions give impacts on customer satisfaction in MARA’s services. Service quality dimensions consist of tangibility, reliability, responsiveness, assurance and empathy. The questionnaires were distributed to 126 customers of MARA’s services in Negeri Sembilan. Convenience sampling was used in this research and data were analyzed using SPSS version 20. The result of the study indicates that there is significant positive relationship between service quality and customer satisfaction of MARA’s services. The results also show that responsiveness has the strongest impact on customer satisfaction. Faculty of Business and Management 2018 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21787/1/PPb_SITI%20ZUANA%20ABDULLAH%20M%20BM%2018_5.pdf Abdullah, Siti Zuana (2018) The effect of service quality on customer satisfaction in public services / Siti Zuana 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 [Student Project] (Unpublished)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	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction
spellingShingle	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Abdullah, Siti Zuana The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah
description	Service quality has become ever more important to the achievement of customer satisfaction with the increasing complexities of the need and expectation of customers. This research study examines the relationship between service quality dimension and how the dimensions give impacts on customer satisfaction in MARA’s services. Service quality dimensions consist of tangibility, reliability, responsiveness, assurance and empathy. The questionnaires were distributed to 126 customers of MARA’s services in Negeri Sembilan. Convenience sampling was used in this research and data were analyzed using SPSS version 20. The result of the study indicates that there is significant positive relationship between service quality and customer satisfaction of MARA’s services. The results also show that responsiveness has the strongest impact on customer satisfaction.
format	Student Project
author	Abdullah, Siti Zuana
author_facet	Abdullah, Siti Zuana
author_sort	Abdullah, Siti Zuana
title	The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah
title_short	The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah
title_full	The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah
title_fullStr	The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah
title_full_unstemmed	The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah
title_sort	effect of service quality on customer satisfaction in public services / siti zuana abdullah
publisher	Faculty of Business and Management
publishDate	2018
url	http://ir.uitm.edu.my/id/eprint/21787/ http://ir.uitm.edu.my/id/eprint/21787/1/PPb_SITI%20ZUANA%20ABDULLAH%20M%20BM%2018_5.pdf
first_indexed	2023-09-18T23:07:18Z
last_indexed	2023-09-18T23:07:18Z
_version_	1777418569016934400

The effect of service quality on customer satisfaction in public services / Siti Zuana Abdullah

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