The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin

This research study is about the effectiveness of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka (MARA Melaka). Dimension of service quality and customer satisfaction have been identified in order to investigate the relationship between dimensions of service qual...

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Bibliographic Details
Main Author:	Noordin, Mohd Ariff
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2012
Subjects:	Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/25332/ http://ir.uitm.edu.my/id/eprint/25332/1/PPb_MOHD%20ARIFF%20NOORDIN%20BM%20M%2012_5.pdf

id	uitm-25332
recordtype	eprints
spelling	uitm-253322019-11-08T09:09:54Z http://ir.uitm.edu.my/id/eprint/25332/ The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin Noordin, Mohd Ariff Consumer satisfaction Customer services. Customer relations This research study is about the effectiveness of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka (MARA Melaka). Dimension of service quality and customer satisfaction have been identified in order to investigate the relationship between dimensions of service quality towards customer satisfaction at MARA Melaka. The survey is conducted at MARA Melaka. The sample for this study is 100 respondents. The respondent will be selected by customers who come to the venue to get the services. Data obtained by using primary data. Respondent are required to answer the questionnaire that contain of element that potentially have relationship with the service quality and customer satisfaction. Data analyzed by using reliability test, frequency test, Pearson correlation analysis, and multi-regression analysis through SPSS program. The result shows that all the dimension in service quality which is tangible, reliability, responsiveness, assurance and empathy have significant relationship towards customer satisfaction. Furthermore, according to the finding result, there is high level of customer satisfaction at MARA Melaka. Moreover, the result also shows that rank contribution towards customer satisfaction is responsiveness, reliability and empathy. Faculty of Business and Management 2012 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25332/1/PPb_MOHD%20ARIFF%20NOORDIN%20BM%20M%2012_5.pdf Noordin, Mohd Ariff (2012) The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin. [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 Customer services. Customer relations
spellingShingle	Consumer satisfaction Customer services. Customer relations Noordin, Mohd Ariff The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
description	This research study is about the effectiveness of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka (MARA Melaka). Dimension of service quality and customer satisfaction have been identified in order to investigate the relationship between dimensions of service quality towards customer satisfaction at MARA Melaka. The survey is conducted at MARA Melaka. The sample for this study is 100 respondents. The respondent will be selected by customers who come to the venue to get the services. Data obtained by using primary data. Respondent are required to answer the questionnaire that contain of element that potentially have relationship with the service quality and customer satisfaction. Data analyzed by using reliability test, frequency test, Pearson correlation analysis, and multi-regression analysis through SPSS program. The result shows that all the dimension in service quality which is tangible, reliability, responsiveness, assurance and empathy have significant relationship towards customer satisfaction. Furthermore, according to the finding result, there is high level of customer satisfaction at MARA Melaka. Moreover, the result also shows that rank contribution towards customer satisfaction is responsiveness, reliability and empathy.
format	Student Project
author	Noordin, Mohd Ariff
author_facet	Noordin, Mohd Ariff
author_sort	Noordin, Mohd Ariff
title	The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_short	The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_full	The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_fullStr	The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_full_unstemmed	The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_sort	effective of service quality towards customer satisfaction at majlis amanah rakyat negeri melaka / mohd ariff noordin
publisher	Faculty of Business and Management
publishDate	2012
url	http://ir.uitm.edu.my/id/eprint/25332/ http://ir.uitm.edu.my/id/eprint/25332/1/PPb_MOHD%20ARIFF%20NOORDIN%20BM%20M%2012_5.pdf
first_indexed	2023-09-18T23:14:31Z
last_indexed	2023-09-18T23:14:31Z
_version_	1777419023078653952

The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin

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