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Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar

The purpose of this research is to study the comparison between customer expectation and customer perceived at MAA. MAA company does realize that it is important to know the level of its customer expectation and its customer perceived in order for them to not only satisfied their customer but to als...

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Main Author: Mahjar, Sabariah
Format: Student Project
Language:English
Published: Faculty of Business and Management 2006
Online Access:http://ir.uitm.edu.my/id/eprint/18568/1/PPb_SABARIAH%20MAHJAR%20BM%2006_5.pdf
http://ir.uitm.edu.my/id/eprint/18568/
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spelling my.uitm.ir.185682018-01-04T06:35:20Z http://ir.uitm.edu.my/id/eprint/18568/ Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar Mahjar, Sabariah The purpose of this research is to study the comparison between customer expectation and customer perceived at MAA. MAA company does realize that it is important to know the level of its customer expectation and its customer perceived in order for them to not only satisfied their customer but to also achieve the level of delighting their customers so thus the customers will become loyal. Understanding the customer expectation and perception of the actual performance also is important for MAA as to indicate their service quality level and performances in the eye of consumers. This paper consists of five chapters which explain the subject matter by stages. Chapter I explains the introduction, background of the study and theoretical framework which act as a guide to the research flow and process. Chapter 2 explains the literature review, which relates to the subject studied. Moving on to chapter 3, research methodology is explained, which consist of methods and sampling techniques used . Data findings and discussions is being detailed in chapter 4, gathered from the information obtained from respondents. And finally , chapter 5 consisted of results' summaries and findings, which explain conclusions and recommendations. The outcome from this research paper enabled to help the management to see whether the company's service quality is being delivered up to the customers' expectation or it is otherwise. Faculty of Business and Management 2006 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/18568/1/PPb_SABARIAH%20MAHJAR%20BM%2006_5.pdf Mahjar, Sabariah (2006) Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar. [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 research is to study the comparison between customer expectation and customer perceived at MAA. MAA company does realize that it is important to know the level of its customer expectation and its customer perceived in order for them to not only satisfied their customer but to also achieve the level of delighting their customers so thus the customers will become loyal. Understanding the customer expectation and perception of the actual performance also is important for MAA as to indicate their service quality level and performances in the eye of consumers. This paper consists of five chapters which explain the subject matter by stages. Chapter I explains the introduction, background of the study and theoretical framework which act as a guide to the research flow and process. Chapter 2 explains the literature review, which relates to the subject studied. Moving on to chapter 3, research methodology is explained, which consist of methods and sampling techniques used . Data findings and discussions is being detailed in chapter 4, gathered from the information obtained from respondents. And finally , chapter 5 consisted of results' summaries and findings, which explain conclusions and recommendations. The outcome from this research paper enabled to help the management to see whether the company's service quality is being delivered up to the customers' expectation or it is otherwise.
format Student Project
author Mahjar, Sabariah
spellingShingle Mahjar, Sabariah
Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
author_facet Mahjar, Sabariah
author_sort Mahjar, Sabariah
title Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_short Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_full Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_fullStr Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_full_unstemmed Service quality: A comparison study between customer expectation and customer perceived at MAA Seremban / Sabariah Mahjar
title_sort service quality: a comparison study between customer expectation and customer perceived at maa seremban / sabariah mahjar
publisher Faculty of Business and Management
publishDate 2006
url http://ir.uitm.edu.my/id/eprint/18568/1/PPb_SABARIAH%20MAHJAR%20BM%2006_5.pdf
http://ir.uitm.edu.my/id/eprint/18568/
_version_ 1685649102598045696
score 13.211869

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