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The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin

This research study is about the effectiveness of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka (MARA Melaka). Dimension of service quality and customer satisfaction have been identified in order to investigate the relationship between dimensions of service qual...

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Bibliographic Details
Main Author: Noordin, Mohd Ariff
Format: Student Project
Language:English
Published: Faculty of Business and Management 2012
Subjects:
Consumer satisfaction
Customer services. Customer relations
Online Access:http://ir.uitm.edu.my/id/eprint/25332/1/PPb_MOHD%20ARIFF%20NOORDIN%20BM%20M%2012_5.pdf
http://ir.uitm.edu.my/id/eprint/25332/
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spelling my.uitm.ir.253322019-11-08T09:09:54Z http://ir.uitm.edu.my/id/eprint/25332/ The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin Noordin, Mohd Ariff Consumer satisfaction Customer services. Customer relations This research study is about the effectiveness of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka (MARA Melaka). Dimension of service quality and customer satisfaction have been identified in order to investigate the relationship between dimensions of service quality towards customer satisfaction at MARA Melaka. The survey is conducted at MARA Melaka. The sample for this study is 100 respondents. The respondent will be selected by customers who come to the venue to get the services. Data obtained by using primary data. Respondent are required to answer the questionnaire that contain of element that potentially have relationship with the service quality and customer satisfaction. Data analyzed by using reliability test, frequency test, Pearson correlation analysis, and multi-regression analysis through SPSS program. The result shows that all the dimension in service quality which is tangible, reliability, responsiveness, assurance and empathy have significant relationship towards customer satisfaction. Furthermore, according to the finding result, there is high level of customer satisfaction at MARA Melaka. Moreover, the result also shows that rank contribution towards customer satisfaction is responsiveness, reliability and empathy. Faculty of Business and Management 2012 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25332/1/PPb_MOHD%20ARIFF%20NOORDIN%20BM%20M%2012_5.pdf Noordin, Mohd Ariff (2012) The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin. [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 Consumer satisfaction
Customer services. Customer relations
spellingShingle Consumer satisfaction
Customer services. Customer relations
Noordin, Mohd Ariff
The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
description This research study is about the effectiveness of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka (MARA Melaka). Dimension of service quality and customer satisfaction have been identified in order to investigate the relationship between dimensions of service quality towards customer satisfaction at MARA Melaka. The survey is conducted at MARA Melaka. The sample for this study is 100 respondents. The respondent will be selected by customers who come to the venue to get the services. Data obtained by using primary data. Respondent are required to answer the questionnaire that contain of element that potentially have relationship with the service quality and customer satisfaction. Data analyzed by using reliability test, frequency test, Pearson correlation analysis, and multi-regression analysis through SPSS program. The result shows that all the dimension in service quality which is tangible, reliability, responsiveness, assurance and empathy have significant relationship towards customer satisfaction. Furthermore, according to the finding result, there is high level of customer satisfaction at MARA Melaka. Moreover, the result also shows that rank contribution towards customer satisfaction is responsiveness, reliability and empathy.
format Student Project
author Noordin, Mohd Ariff
author_facet Noordin, Mohd Ariff
author_sort Noordin, Mohd Ariff
title The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_short The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_full The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_fullStr The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_full_unstemmed The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
title_sort effective of service quality towards customer satisfaction at majlis amanah rakyat negeri melaka / mohd ariff noordin
publisher Faculty of Business and Management
publishDate 2012
url http://ir.uitm.edu.my/id/eprint/25332/1/PPb_MOHD%20ARIFF%20NOORDIN%20BM%20M%2012_5.pdf
http://ir.uitm.edu.my/id/eprint/25332/
_version_ 1685649983495208960
score 13.211869

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