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The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli

I choose the Service Quality Management as the topic of my study because the concept of service quality is the main attention in Kluang Mall as the new shopping mall in Kluang. Mall operation is increasingly recognizing that the environment significantly affects product evaluation, satisfaction and...

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Main Author: Ramli, Norshazliza
Format: Student Project
Language:English
Published: 2009
Subjects:
Consumer satisfaction
Shopping centers. Shopping malls
Online Access:http://ir.uitm.edu.my/id/eprint/28769/1/PPb_NORSHAZLIZA%20RAMLI%20BM%20M%2009_5.pdf
http://ir.uitm.edu.my/id/eprint/28769/
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spelling my.uitm.ir.287692020-05-11T08:22:32Z http://ir.uitm.edu.my/id/eprint/28769/ The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli Ramli, Norshazliza Consumer satisfaction Shopping centers. Shopping malls I choose the Service Quality Management as the topic of my study because the concept of service quality is the main attention in Kluang Mall as the new shopping mall in Kluang. Mall operation is increasingly recognizing that the environment significantly affects product evaluation, satisfaction and sales. Service is one of the products for Kluang Mall to get satisfaction from customers. In a shopping environment, consumers not only evaluate merchandise quality but also consider service quality. Customer will always look for quality where that is the main drivers of customers satisfaction. To achieve organization’s goal and to make customers satisfy at the same time, there are consistent theme in the field of service quality is the problem of identifying what comprise a service in order to determine the dimensions of the service which customers use to assess quality. There are different approaches to defining quality. Professor David Garvin categorized some of the definitions into what we called ‘five approaches’ to quality: 1) The transcendent approach, 2) The manufacturing approach, 3) The user-based approach, 4) The product-based approach 5) The value-based approach. Service quality has five identifiable parameters. This can be apply by Kluang Mall since it is new shopping mall and this parameters can either be designed into a new service or brought through training of the personnel which should also be an element in the design of the service. These dimensions are:1) Tangible, 2) Reliability, 3) Responsiveness, 4) Assurance, 5) Empathy. In this study, I will focus on a few issues in Kluang Mall related with Service Quality Management to the issues that contribute to the effectiveness of service quality in organization and compare with Kluang Mall Management practised. 2009 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/28769/1/PPb_NORSHAZLIZA%20RAMLI%20BM%20M%2009_5.pdf Ramli, Norshazliza (2009) The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli. [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
Shopping centers. Shopping malls
spellingShingle Consumer satisfaction
Shopping centers. Shopping malls
Ramli, Norshazliza
The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli
description I choose the Service Quality Management as the topic of my study because the concept of service quality is the main attention in Kluang Mall as the new shopping mall in Kluang. Mall operation is increasingly recognizing that the environment significantly affects product evaluation, satisfaction and sales. Service is one of the products for Kluang Mall to get satisfaction from customers. In a shopping environment, consumers not only evaluate merchandise quality but also consider service quality. Customer will always look for quality where that is the main drivers of customers satisfaction. To achieve organization’s goal and to make customers satisfy at the same time, there are consistent theme in the field of service quality is the problem of identifying what comprise a service in order to determine the dimensions of the service which customers use to assess quality. There are different approaches to defining quality. Professor David Garvin categorized some of the definitions into what we called ‘five approaches’ to quality: 1) The transcendent approach, 2) The manufacturing approach, 3) The user-based approach, 4) The product-based approach 5) The value-based approach. Service quality has five identifiable parameters. This can be apply by Kluang Mall since it is new shopping mall and this parameters can either be designed into a new service or brought through training of the personnel which should also be an element in the design of the service. These dimensions are:1) Tangible, 2) Reliability, 3) Responsiveness, 4) Assurance, 5) Empathy. In this study, I will focus on a few issues in Kluang Mall related with Service Quality Management to the issues that contribute to the effectiveness of service quality in organization and compare with Kluang Mall Management practised.
format Student Project
author Ramli, Norshazliza
author_facet Ramli, Norshazliza
author_sort Ramli, Norshazliza
title The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli
title_short The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli
title_full The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli
title_fullStr The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli
title_full_unstemmed The effectiveness of service quality management practice in Kluang Mall to achieve customer satisfaction / Norshazliza Ramli
title_sort effectiveness of service quality management practice in kluang mall to achieve customer satisfaction / norshazliza ramli
publishDate 2009
url http://ir.uitm.edu.my/id/eprint/28769/1/PPb_NORSHAZLIZA%20RAMLI%20BM%20M%2009_5.pdf
http://ir.uitm.edu.my/id/eprint/28769/
_version_ 1685650457522864128
score 13.211869

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