Staff View: A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim

A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim

This study is conducted to identify the factors leading to customer satisfaction of Bank Rakyat (Taiping Branch). The data based on the research model that has been developed. The independent variables are trust, servicescape and waiting time while the dependent variable is customer satisfaction. Ba...

Full description

Saved in:

Bibliographic Details
Main Author:	Kassim, Kamarul Anaz
Format:	Student Project
Language:	English
Published:	2013
Subjects:	Marketing Marketing research. Marketing research companies. Sales forecasting Market surveys. Including brand choice. Brand loyalty Malaysia
Online Access:	http://ir.uitm.edu.my/id/eprint/43229/1/43229.pdf http://ir.uitm.edu.my/id/eprint/43229/
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my.uitm.ir.43229
record_format	eprints
spelling	my.uitm.ir.432292021-03-11T04:38:50Z http://ir.uitm.edu.my/id/eprint/43229/ A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim Kassim, Kamarul Anaz Marketing Marketing research. Marketing research companies. Sales forecasting Market surveys. Including brand choice. Brand loyalty Malaysia This study is conducted to identify the factors leading to customer satisfaction of Bank Rakyat (Taiping Branch). The data based on the research model that has been developed. The independent variables are trust, servicescape and waiting time while the dependent variable is customer satisfaction. Based on this research, the organization can identify what are the strongest factors that influence customer satisfaction. The survey is conducted at Bank Rakyat (Taiping Branch). 378 questionnaires were distributed but only 120 were returned. The data obtained by using primary and secondary data. The questionnaires contain elements which are potentially having relationship with customer satisfaction. The findings and data analysis were made based on the research objective and for this research the researcher uses Statistical Package for Social Science (SPSS) version 18.0 to analyze data. The results would also help the researcher to make recommendations to Bank Rakyat (Taiping Branch) in order to improve their customer satisfaction and help their future planning. This research is to study the significant variables that will impact the customer satisfaction towards Bank Rakyat (Taiping Branch). This research will examine the relationship between Trust, Servicescape and Waiting Time towards Customer Satisfaction. This may help Bank Rakyat (Taiping Branch) to improve the daily transaction of operation and understanding the customer characteristic, expectations and preferences towards the means of achieving satisfaction. As a result, long term relationship and loyalty can be established as well as maximizing the profits of Bank Rakyat (Taiping Branch). 2013-01 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/43229/1/43229.pdf Kassim, Kamarul Anaz (2013) A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim. [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	Marketing Marketing research. Marketing research companies. Sales forecasting Market surveys. Including brand choice. Brand loyalty Malaysia
spellingShingle	Marketing Marketing research. Marketing research companies. Sales forecasting Market surveys. Including brand choice. Brand loyalty Malaysia Kassim, Kamarul Anaz A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim
description	This study is conducted to identify the factors leading to customer satisfaction of Bank Rakyat (Taiping Branch). The data based on the research model that has been developed. The independent variables are trust, servicescape and waiting time while the dependent variable is customer satisfaction. Based on this research, the organization can identify what are the strongest factors that influence customer satisfaction. The survey is conducted at Bank Rakyat (Taiping Branch). 378 questionnaires were distributed but only 120 were returned. The data obtained by using primary and secondary data. The questionnaires contain elements which are potentially having relationship with customer satisfaction. The findings and data analysis were made based on the research objective and for this research the researcher uses Statistical Package for Social Science (SPSS) version 18.0 to analyze data. The results would also help the researcher to make recommendations to Bank Rakyat (Taiping Branch) in order to improve their customer satisfaction and help their future planning. This research is to study the significant variables that will impact the customer satisfaction towards Bank Rakyat (Taiping Branch). This research will examine the relationship between Trust, Servicescape and Waiting Time towards Customer Satisfaction. This may help Bank Rakyat (Taiping Branch) to improve the daily transaction of operation and understanding the customer characteristic, expectations and preferences towards the means of achieving satisfaction. As a result, long term relationship and loyalty can be established as well as maximizing the profits of Bank Rakyat (Taiping Branch).
format	Student Project
author	Kassim, Kamarul Anaz
author_facet	Kassim, Kamarul Anaz
author_sort	Kassim, Kamarul Anaz
title	A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim
title_short	A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim
title_full	A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim
title_fullStr	A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim
title_full_unstemmed	A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim
title_sort	study on the factors that leading towards customer satisfaction; a case studies of bank rakyat (taiping branch) / kamarul anaz kassim
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/43229/1/43229.pdf http://ir.uitm.edu.my/id/eprint/43229/
_version_	1695534659898703872
score	13.211869

A study on the factors that leading towards customer satisfaction; a case studies of Bank Rakyat (Taiping Branch) / Kamarul Anaz Kassim

Similar Items