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A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar

The present research was conducted at Menara Taming Sari Melaka, This research intends to measure customers' satisfaction towards the service quality at Menara Taming Sari Melaka which located in Banda Hilir, Melaka, Malaysia, Service Quality (SERVQUAL) model was used to assess service quality...

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Main Authors: Sabran, Fairus, Abu Hussin, Mohd Amnn, Ain Johar, Ros Farrah
Format: Student Project
Language:English
Published: Faculty of Hotel and Tourism Management 2013
Online Access:http://ir.uitm.edu.my/id/eprint/17209/1/PPb_FAIRUS%20SABRAN%20HM%2014_5.pdf
http://ir.uitm.edu.my/id/eprint/17209/
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spelling my.uitm.ir.172092019-10-23T04:43:58Z http://ir.uitm.edu.my/id/eprint/17209/ A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar Sabran, Fairus Abu Hussin, Mohd Amnn Ain Johar, Ros Farrah The present research was conducted at Menara Taming Sari Melaka, This research intends to measure customers' satisfaction towards the service quality at Menara Taming Sari Melaka which located in Banda Hilir, Melaka, Malaysia, Service Quality (SERVQUAL) model was used to assess service quality that enables management to better understand the dimensions and how they affect service quality and customers' satisfaction. Successful service providers are able to meet and, whenever possible, exceed consumers' needs and wants in delivering services, due to certain specific characteristics of services such as intangibility, simultaneity, variability and perish ability and to the human element, ~ n particular the 'face-to-face' interaction with the customer. The quantitative and qualitative data taken from 150 respondents were analyzed and interpretations of the relationship made. It was found that service quality elements contribute significantly to customers' satisfaction. The customers' satisfaction towards service quality can give benefits to the Menara Taming Sari Melaka itself. Through the service quality, the tower can improve their service in every service quality dimensions. Faculty of Hotel and Tourism Management 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17209/1/PPb_FAIRUS%20SABRAN%20HM%2014_5.pdf Sabran, Fairus and Abu Hussin, Mohd Amnn and Ain Johar, Ros Farrah (2013) A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar. [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 present research was conducted at Menara Taming Sari Melaka, This research intends to measure customers' satisfaction towards the service quality at Menara Taming Sari Melaka which located in Banda Hilir, Melaka, Malaysia, Service Quality (SERVQUAL) model was used to assess service quality that enables management to better understand the dimensions and how they affect service quality and customers' satisfaction. Successful service providers are able to meet and, whenever possible, exceed consumers' needs and wants in delivering services, due to certain specific characteristics of services such as intangibility, simultaneity, variability and perish ability and to the human element, ~ n particular the 'face-to-face' interaction with the customer. The quantitative and qualitative data taken from 150 respondents were analyzed and interpretations of the relationship made. It was found that service quality elements contribute significantly to customers' satisfaction. The customers' satisfaction towards service quality can give benefits to the Menara Taming Sari Melaka itself. Through the service quality, the tower can improve their service in every service quality dimensions.
format Student Project
author Sabran, Fairus
Abu Hussin, Mohd Amnn
Ain Johar, Ros Farrah
spellingShingle Sabran, Fairus
Abu Hussin, Mohd Amnn
Ain Johar, Ros Farrah
A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar
author_facet Sabran, Fairus
Abu Hussin, Mohd Amnn
Ain Johar, Ros Farrah
author_sort Sabran, Fairus
title A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar
title_short A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar
title_full A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar
title_fullStr A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar
title_full_unstemmed A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar
title_sort study on customers’ satisfaction towards service quality at menara taming sari melaka / fairus sabran , mohd amnn abu hussin and ros farrah ain johar
publisher Faculty of Hotel and Tourism Management
publishDate 2013
url http://ir.uitm.edu.my/id/eprint/17209/1/PPb_FAIRUS%20SABRAN%20HM%2014_5.pdf
http://ir.uitm.edu.my/id/eprint/17209/
_version_ 1685648911048376320
score 13.211869

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