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The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani

The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers usually evaluate service quality as low or high depend on whether the service performance meets their expe...

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Main Author: Syed Abdul Ghani, Syed Muhamad Naufal
Format: Student Project
Language:English
Published: 2018
Subjects:
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Online Access:https://ir.uitm.edu.my/id/eprint/55346/1/55346.pdf
https://ir.uitm.edu.my/id/eprint/55346/
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id my.uitm.ir.55346
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spelling my.uitm.ir.553462022-03-16T04:10:26Z https://ir.uitm.edu.my/id/eprint/55346/ The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani Syed Abdul Ghani, Syed Muhamad Naufal Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers usually evaluate service quality as low or high depend on whether the service performance meets their expectation or not. The purpose of this research is the descriptive study of service quality on customer satisfaction at Matrade Exhibition & Convention Centre (MECC) by using SERVQUAL theory and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of their service. It depends on what the customer evaluate the firm as a service provider. This research uses SERVQUAL dimension as a guide to know the levels of customer satisfaction which is tangible, reliability, responsiveness, assurance and empathy in Matrade Exhibition & Convention Centre (MECC). Total sampling which is 30 respondents are among the clients that have been used MECC as their venue for their events. The questionnaire was distributed by using convenience method and some internal interview among the staff of MECC. The result of the study mentioned that all the SERVQUAL dimension are reliable to customer satisfaction. 2018 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/55346/1/55346.pdf ID55346 Syed Abdul Ghani, Syed Muhamad Naufal (2018) The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani. [Student Project]
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
Syed Abdul Ghani, Syed Muhamad Naufal
The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani
description The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers usually evaluate service quality as low or high depend on whether the service performance meets their expectation or not. The purpose of this research is the descriptive study of service quality on customer satisfaction at Matrade Exhibition & Convention Centre (MECC) by using SERVQUAL theory and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of their service. It depends on what the customer evaluate the firm as a service provider. This research uses SERVQUAL dimension as a guide to know the levels of customer satisfaction which is tangible, reliability, responsiveness, assurance and empathy in Matrade Exhibition & Convention Centre (MECC). Total sampling which is 30 respondents are among the clients that have been used MECC as their venue for their events. The questionnaire was distributed by using convenience method and some internal interview among the staff of MECC. The result of the study mentioned that all the SERVQUAL dimension are reliable to customer satisfaction.
format Student Project
author Syed Abdul Ghani, Syed Muhamad Naufal
author_facet Syed Abdul Ghani, Syed Muhamad Naufal
author_sort Syed Abdul Ghani, Syed Muhamad Naufal
title The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani
title_short The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani
title_full The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani
title_fullStr The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani
title_full_unstemmed The descriptive study of service quality on customer satisfaction in Matrade Exhibition & Convention Centre (MECC): an empirical study through servqual/ Syed Muhamad Naufal Syed Abdul Ghani
title_sort descriptive study of service quality on customer satisfaction in matrade exhibition & convention centre (mecc): an empirical study through servqual/ syed muhamad naufal syed abdul ghani
publishDate 2018
url https://ir.uitm.edu.my/id/eprint/55346/1/55346.pdf
https://ir.uitm.edu.my/id/eprint/55346/
_version_ 1728054776802836480
score 13.211869

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