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Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma

Counter service is frontline service which is important to the public organization and also private organization (Muhamad Sarji, 1992). Nowadays, counter service become one of the important service at government department to provide service to the public. It‟s important to government to always impr...

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Main Authors: Ahmad, Noorazuan, Md Koma, Muhamad Shafiq
Format: Student Project
Language:English
Published: Faculty of Administrative Science and Policy Studies 2013
Subjects:
Consciousness. Cognition
Malaysia
Online Access:http://ir.uitm.edu.my/id/eprint/15050/1/PPb_NOORAZUAN%20AHMAD%20AM%2013_5.pdf
http://ir.uitm.edu.my/id/eprint/15050/
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spelling my.uitm.ir.150502016-10-20T01:45:50Z http://ir.uitm.edu.my/id/eprint/15050/ Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma Ahmad, Noorazuan Md Koma, Muhamad Shafiq Consciousness. Cognition Malaysia Counter service is frontline service which is important to the public organization and also private organization (Muhamad Sarji, 1992). Nowadays, counter service become one of the important service at government department to provide service to the public. It‟s important to government to always improve and monitor quality of customer service. This is because poor quality at counter service will make customer become dissatisfy and create negative image to the government agencies. Quality of counter service can be measure with SERVQUAL method by Parasuraman. Customer satisfaction can be defined as an overall customer attitude towards a service provider or an overall customer attitude towards a service provider or an emotional response to the difference between what customers expect and what they receive, as regards the achievement of some need, goal or wants (Hansemark & Albinson, 2004). In this study, there are several factors that can influence customer satisfaction towards counter service at government department. The factors are employees‟ performance, quality of counter service, waiting time and facilities and layout. So, the researchers‟ will study the factors in order to know the relationship between the factors and customer satisfaction. There are lots of suggestions from this study and might useful for future improvement. Faculty of Administrative Science and Policy Studies 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/15050/1/PPb_NOORAZUAN%20AHMAD%20AM%2013_5.pdf Ahmad, Noorazuan and Md Koma, Muhamad Shafiq (2013) Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma. [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consciousness. Cognition
Malaysia
spellingShingle Consciousness. Cognition
Malaysia
Ahmad, Noorazuan
Md Koma, Muhamad Shafiq
Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
description Counter service is frontline service which is important to the public organization and also private organization (Muhamad Sarji, 1992). Nowadays, counter service become one of the important service at government department to provide service to the public. It‟s important to government to always improve and monitor quality of customer service. This is because poor quality at counter service will make customer become dissatisfy and create negative image to the government agencies. Quality of counter service can be measure with SERVQUAL method by Parasuraman. Customer satisfaction can be defined as an overall customer attitude towards a service provider or an overall customer attitude towards a service provider or an emotional response to the difference between what customers expect and what they receive, as regards the achievement of some need, goal or wants (Hansemark & Albinson, 2004). In this study, there are several factors that can influence customer satisfaction towards counter service at government department. The factors are employees‟ performance, quality of counter service, waiting time and facilities and layout. So, the researchers‟ will study the factors in order to know the relationship between the factors and customer satisfaction. There are lots of suggestions from this study and might useful for future improvement.
format Student Project
author Ahmad, Noorazuan
Md Koma, Muhamad Shafiq
author_facet Ahmad, Noorazuan
Md Koma, Muhamad Shafiq
author_sort Ahmad, Noorazuan
title Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_short Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_full Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_fullStr Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_full_unstemmed Customer satisfaction towards counter service: A case study at Road Transport Department Bukit Katil, Melaka / Noorazuan Ahmad and Muhamad Shafiq Md Koma
title_sort customer satisfaction towards counter service: a case study at road transport department bukit katil, melaka / noorazuan ahmad and muhamad shafiq md koma
publisher Faculty of Administrative Science and Policy Studies
publishDate 2013
url http://ir.uitm.edu.my/id/eprint/15050/1/PPb_NOORAZUAN%20AHMAD%20AM%2013_5.pdf
http://ir.uitm.edu.my/id/eprint/15050/
_version_ 1685648606355259392
score 13.211869

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