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The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman

The purpose of this study is to investigate The Factors of Continuous Improvement towards Customer Satisfaction in Urban Transformation Centre (UTC) Melaka. The objectives of this study are to identify the most influential factor of continuous improvement which leads to customer satisfaction. The se...

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Main Authors: Mazilan, Fatin Izzati, Azman, Syazana Hazwani
Format: Student Project
Language:English
Published: Faculty of Administrative Science and Policy Studies 2013
Online Access:http://ir.uitm.edu.my/id/eprint/16902/1/PPb_FATIN%20IZZATI%20%20MAZILAN%20AM%2013_5.pdf
http://ir.uitm.edu.my/id/eprint/16902/
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spelling my.uitm.ir.169022019-09-13T07:13:49Z http://ir.uitm.edu.my/id/eprint/16902/ The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman Mazilan, Fatin Izzati Azman, Syazana Hazwani The purpose of this study is to investigate The Factors of Continuous Improvement towards Customer Satisfaction in Urban Transformation Centre (UTC) Melaka. The objectives of this study are to identify the most influential factor of continuous improvement which leads to customer satisfaction. The second objective is to determine the relationship between the factors of continuous improvement and customer satisfaction and the last objective in this research is to examine the challenges of continuous improvement programs in the UTC Melaka. In this research, we used convenient sampling technique to distribute the questionnaire. The finding of this research, most influential factor of continuous improvement which leads to customer satisfaction is training and learning of the employee. The result of the second objective is all of the five independent variables which consist of management commitment, teamwork, communication, training and learning and employee empowerment are moderately related with customer satisfaction as our dependent variable. For the conclusion, the management commitment, teamwork, communication, training and learning and employee empowerment are not strongly related with the satisfaction of UTC’S customers. Faculty of Administrative Science and Policy Studies 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/16902/1/PPb_FATIN%20IZZATI%20%20MAZILAN%20AM%2013_5.pdf Mazilan, Fatin Izzati and Azman, Syazana Hazwani (2013) The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman. [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
description The purpose of this study is to investigate The Factors of Continuous Improvement towards Customer Satisfaction in Urban Transformation Centre (UTC) Melaka. The objectives of this study are to identify the most influential factor of continuous improvement which leads to customer satisfaction. The second objective is to determine the relationship between the factors of continuous improvement and customer satisfaction and the last objective in this research is to examine the challenges of continuous improvement programs in the UTC Melaka. In this research, we used convenient sampling technique to distribute the questionnaire. The finding of this research, most influential factor of continuous improvement which leads to customer satisfaction is training and learning of the employee. The result of the second objective is all of the five independent variables which consist of management commitment, teamwork, communication, training and learning and employee empowerment are moderately related with customer satisfaction as our dependent variable. For the conclusion, the management commitment, teamwork, communication, training and learning and employee empowerment are not strongly related with the satisfaction of UTC’S customers.
format Student Project
author Mazilan, Fatin Izzati
Azman, Syazana Hazwani
spellingShingle Mazilan, Fatin Izzati
Azman, Syazana Hazwani
The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman
author_facet Mazilan, Fatin Izzati
Azman, Syazana Hazwani
author_sort Mazilan, Fatin Izzati
title The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman
title_short The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman
title_full The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman
title_fullStr The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman
title_full_unstemmed The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman
title_sort factors of continuous improvement towards customer satisfaction in urban transformation centre (utc) melaka / fatin izzati mazilan and syazana hazwani azman
publisher Faculty of Administrative Science and Policy Studies
publishDate 2013
url http://ir.uitm.edu.my/id/eprint/16902/1/PPb_FATIN%20IZZATI%20%20MAZILAN%20AM%2013_5.pdf
http://ir.uitm.edu.my/id/eprint/16902/
_version_ 1685648868480385024
score 13.211869

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