Staff View: The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh

The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh

This study is to investigate the customer satisfaction in PERNAMA Kem Penrissen retail outlet based on the factors of the 4Ps marketing mix namely Product, Price, Promotion and place, customers service and customer behaviour. Perwira Niaga Malaysia (PERNAMA) is a wholly-owned corporation of the Arme...

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Main Authors:	Kasim, Kasirul Norman, Rateh, Audrey Nicholas
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Business education Marketing Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Department stores Personnel management. Employment management Business communication. Including business report writing, business correspondence
Online Access:	http://ir.uitm.edu.my/id/eprint/36797/1/36797.pdf http://ir.uitm.edu.my/id/eprint/36797/
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id	my.uitm.ir.36797
record_format	eprints
spelling	my.uitm.ir.367972020-11-17T02:49:35Z http://ir.uitm.edu.my/id/eprint/36797/ The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh Kasim, Kasirul Norman Rateh, Audrey Nicholas Business education Marketing Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Department stores Personnel management. Employment management Business communication. Including business report writing, business correspondence This study is to investigate the customer satisfaction in PERNAMA Kem Penrissen retail outlet based on the factors of the 4Ps marketing mix namely Product, Price, Promotion and place, customers service and customer behaviour. Perwira Niaga Malaysia (PERNAMA) is a wholly-owned corporation of the Armed Forces Fund Board (LTAT) to carry out business activities of retail sales, distribution, wholesale, import-export, hire purchase of goods as well as providing management services. For the purpose of this study, the focus will be on the customers’ satisfaction towards patronising PERNAMA Kem Penrissen retail outlet. Customer satisfaction is important because various studies have acknowledged that there is a positive effect on organisation profitability. The survey was conducted to obtain the customers namely the army personnels’ evaluation of the product and services offered at the retail outlet and its impact on their overall satisfaction. The results of the findings have found a significant relationship between 4Ps marketing mix, customer service, customer behaviour, and the overall customers’ satisfaction. Demographic and relevant information pertaining to this study were collected from the survey apart from information gathered from official reports, published materials and personal observation. With the understanding of the customer behaviour, PERNAMA Kem Penrissen retail outlet will be able to understand the activities of the customers when patronising the outlet, their spending pattern as well as their visits frequency as these factors would help the organisation formulate business strategy to be more successful in future. 2013-06 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/36797/1/36797.pdf Kasim, Kasirul Norman and Rateh, Audrey Nicholas (2013) The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh. Masters thesis, Universiti Teknologi MARA Cawangan Sarawak.
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	Business education Marketing Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Department stores Personnel management. Employment management Business communication. Including business report writing, business correspondence
spellingShingle	Business education Marketing Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Department stores Personnel management. Employment management Business communication. Including business report writing, business correspondence Kasim, Kasirul Norman Rateh, Audrey Nicholas The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh
description	This study is to investigate the customer satisfaction in PERNAMA Kem Penrissen retail outlet based on the factors of the 4Ps marketing mix namely Product, Price, Promotion and place, customers service and customer behaviour. Perwira Niaga Malaysia (PERNAMA) is a wholly-owned corporation of the Armed Forces Fund Board (LTAT) to carry out business activities of retail sales, distribution, wholesale, import-export, hire purchase of goods as well as providing management services. For the purpose of this study, the focus will be on the customers’ satisfaction towards patronising PERNAMA Kem Penrissen retail outlet. Customer satisfaction is important because various studies have acknowledged that there is a positive effect on organisation profitability. The survey was conducted to obtain the customers namely the army personnels’ evaluation of the product and services offered at the retail outlet and its impact on their overall satisfaction. The results of the findings have found a significant relationship between 4Ps marketing mix, customer service, customer behaviour, and the overall customers’ satisfaction. Demographic and relevant information pertaining to this study were collected from the survey apart from information gathered from official reports, published materials and personal observation. With the understanding of the customer behaviour, PERNAMA Kem Penrissen retail outlet will be able to understand the activities of the customers when patronising the outlet, their spending pattern as well as their visits frequency as these factors would help the organisation formulate business strategy to be more successful in future.
format	Thesis
author	Kasim, Kasirul Norman Rateh, Audrey Nicholas
author_facet	Kasim, Kasirul Norman Rateh, Audrey Nicholas
author_sort	Kasim, Kasirul Norman
title	The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh
title_short	The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh
title_full	The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh
title_fullStr	The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh
title_full_unstemmed	The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh
title_sort	study of customer satisfaction towards pernama kem penrissen retail outlet in kuching, sarawak/kasirul norman kasim and audrey nicholas rateh
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/36797/1/36797.pdf http://ir.uitm.edu.my/id/eprint/36797/
_version_	1685651451461763072
score	13.211869

The study of customer satisfaction towards Pernama Kem Penrissen Retail Outlet In Kuching, Sarawak/Kasirul Norman Kasim and Audrey Nicholas Rateh

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