A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri

The main objective of this study was to study the level of customer satisfaction towards service provided by agency at UTC Melaka through the service quality model developed by Parasuraman which tangibility, reliability, responsiveness, empathy and assurance. The instrument used to study the level o...

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Main Author:	Lamri, Muhd Lokman Nul Hakim
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2014
Subjects:	Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/25710/ http://ir.uitm.edu.my/id/eprint/25710/1/PPb_MUHD%20LOKMAN%20NUL%20HAKIM%20LAMRI%20BM%20M%2014_5.pdf

id	uitm-25710
recordtype	eprints
spelling	uitm-257102020-01-06T03:00:50Z http://ir.uitm.edu.my/id/eprint/25710/ A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri Lamri, Muhd Lokman Nul Hakim Consumer satisfaction The main objective of this study was to study the level of customer satisfaction towards service provided by agency at UTC Melaka through the service quality model developed by Parasuraman which tangibility, reliability, responsiveness, empathy and assurance. The instrument used to study the level of customer satisfaction was questionnaires which were distributed to 110 respondents at UTC Melaka. The sampling for this study was non-probability due to this study was carried out at public and the researcher did not get the exact population of customers that came to UTC Melaka. The researcher used convenient sampling to distribute questionnaire which the researcher approached the customers randomly at five agencies in UTC Melaka. The result was analyzed by using SPSS version 20.0 and there were two analyses used which were descriptive statistics; to find the level of customer satisfaction using mean and Pearson correlation to find the relationship between service quality (tangibility, reliability, responsiveness, assurance and empathy) and customer satisfaction. The findings showed that the level of customer satisfaction towards service provided by agency at UTC Melaka was high which 3.6588. All the studied factors indicated significant relationship with customer satisfaction. The value of r for tangibility was 0.450, reliability (0.558), responsiveness (0.457), assurance (0.313), and empathy (0.475). As a conclusion customer satisfied with the service provided by agency at UTC Melaka and reliability was the most factor that affect the customer satisfaction. Faculty of Business and Management 2014 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25710/1/PPb_MUHD%20LOKMAN%20NUL%20HAKIM%20LAMRI%20BM%20M%2014_5.pdf Lamri, Muhd Lokman Nul Hakim (2014) A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri. [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 Lamri, Muhd Lokman Nul Hakim A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri
description	The main objective of this study was to study the level of customer satisfaction towards service provided by agency at UTC Melaka through the service quality model developed by Parasuraman which tangibility, reliability, responsiveness, empathy and assurance. The instrument used to study the level of customer satisfaction was questionnaires which were distributed to 110 respondents at UTC Melaka. The sampling for this study was non-probability due to this study was carried out at public and the researcher did not get the exact population of customers that came to UTC Melaka. The researcher used convenient sampling to distribute questionnaire which the researcher approached the customers randomly at five agencies in UTC Melaka. The result was analyzed by using SPSS version 20.0 and there were two analyses used which were descriptive statistics; to find the level of customer satisfaction using mean and Pearson correlation to find the relationship between service quality (tangibility, reliability, responsiveness, assurance and empathy) and customer satisfaction. The findings showed that the level of customer satisfaction towards service provided by agency at UTC Melaka was high which 3.6588. All the studied factors indicated significant relationship with customer satisfaction. The value of r for tangibility was 0.450, reliability (0.558), responsiveness (0.457), assurance (0.313), and empathy (0.475). As a conclusion customer satisfied with the service provided by agency at UTC Melaka and reliability was the most factor that affect the customer satisfaction.
format	Student Project
author	Lamri, Muhd Lokman Nul Hakim
author_facet	Lamri, Muhd Lokman Nul Hakim
author_sort	Lamri, Muhd Lokman Nul Hakim
title	A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri
title_short	A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri
title_full	A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri
title_fullStr	A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri
title_full_unstemmed	A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri
title_sort	study on customers’ satisfaction towards services provided by agency at urban transformation center (utc) melaka / muhd lokman nul hakim lamri
publisher	Faculty of Business and Management
publishDate	2014
url	http://ir.uitm.edu.my/id/eprint/25710/ http://ir.uitm.edu.my/id/eprint/25710/1/PPb_MUHD%20LOKMAN%20NUL%20HAKIM%20LAMRI%20BM%20M%2014_5.pdf
first_indexed	2023-09-18T23:15:18Z
last_indexed	2023-09-18T23:15:18Z
_version_	1777419072519012352

A study on customers’ satisfaction towards services provided by agency at Urban Transformation Center (UTC) Melaka / Muhd Lokman Nul Hakim Lamri

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