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Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris

The purpose of this research is to build customer delight with AgroBank Batu Pahat through better service quality. ‘Seeking customer satisfaction beyond excellence’ is one of the AgroBank vission. It shows AgroBank commitment to achieve customer delight. But there were still a lot of customers make...

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Main Author: Waris, Norliana
Format: Student Project
Language:English
Published: Faculty of Business and Management 2011
Subjects:
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Online Access:http://ir.uitm.edu.my/id/eprint/28134/1/PPb_NORLIANA%20WARIS%20BM%20M%2011_5.pdf
http://ir.uitm.edu.my/id/eprint/28134/
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spelling my.uitm.ir.281342020-04-27T03:38:05Z http://ir.uitm.edu.my/id/eprint/28134/ Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris Waris, Norliana Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations The purpose of this research is to build customer delight with AgroBank Batu Pahat through better service quality. ‘Seeking customer satisfaction beyond excellence’ is one of the AgroBank vission. It shows AgroBank commitment to achieve customer delight. But there were still a lot of customers make complaint about services being provided by the bank. ASERVQUAL model developed by Parasuraman (tangibles, reliability, responsiveness, competence and courtesy) was been a main tool in measuring the service quality in AgroBank Batu Pahat. The objectives of this research are to identify the level of customer delight, to describe the customer perception of service quality, to identify the most significance factor that contributes to customer delight based on service quality, and to suggest the strategies that might help AgroBank Batu Pahat in increasing the level of customer delight. The research is conducted by using sampling method. 50 questionnaires have been distributed to the customers in AgroBank Batu Pahat. The findings show that the customers are agreed that AgroBank Batu Pahat provides good service quality. They might be satisfied, but AgroBank still are not able to delight its customers. The bank should continuously improve its service quality in order to gain customer delight and thus being competitive enough in today’s heavy competitive market. Faculty of Business and Management 2011 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/28134/1/PPb_NORLIANA%20WARIS%20BM%20M%2011_5.pdf Waris, Norliana (2011) Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris. [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 behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
spellingShingle Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Waris, Norliana
Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris
description The purpose of this research is to build customer delight with AgroBank Batu Pahat through better service quality. ‘Seeking customer satisfaction beyond excellence’ is one of the AgroBank vission. It shows AgroBank commitment to achieve customer delight. But there were still a lot of customers make complaint about services being provided by the bank. ASERVQUAL model developed by Parasuraman (tangibles, reliability, responsiveness, competence and courtesy) was been a main tool in measuring the service quality in AgroBank Batu Pahat. The objectives of this research are to identify the level of customer delight, to describe the customer perception of service quality, to identify the most significance factor that contributes to customer delight based on service quality, and to suggest the strategies that might help AgroBank Batu Pahat in increasing the level of customer delight. The research is conducted by using sampling method. 50 questionnaires have been distributed to the customers in AgroBank Batu Pahat. The findings show that the customers are agreed that AgroBank Batu Pahat provides good service quality. They might be satisfied, but AgroBank still are not able to delight its customers. The bank should continuously improve its service quality in order to gain customer delight and thus being competitive enough in today’s heavy competitive market.
format Student Project
author Waris, Norliana
author_facet Waris, Norliana
author_sort Waris, Norliana
title Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris
title_short Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris
title_full Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris
title_fullStr Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris
title_full_unstemmed Building customer delight with AgroBank Batu Pahat through better service quality / Norliana Waris
title_sort building customer delight with agrobank batu pahat through better service quality / norliana waris
publisher Faculty of Business and Management
publishDate 2011
url http://ir.uitm.edu.my/id/eprint/28134/1/PPb_NORLIANA%20WARIS%20BM%20M%2011_5.pdf
http://ir.uitm.edu.my/id/eprint/28134/
_version_ 1685650370895806464
score 13.211869

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