Staff View: Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak

Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak

The aim of this is identify the relationship between service quality and customer satisfaction in the outdoor activities service which was provided by Rentas Adventure Group. The SERVQUAL model was adopted to measure the service quality provided which contributes to customer satisfaction. Questionna...

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Bibliographic Details
Main Author:	Abdul Razak, Nurul Hasanah
Format:	Student Project
Language:	English
Published:	2021
Subjects:	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Consumer complaints. Complaint letters
Online Access:	https://ir.uitm.edu.my/id/eprint/59953/1/59953.pdf https://ir.uitm.edu.my/id/eprint/59953/
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id	my.uitm.ir.59953
record_format	eprints
spelling	my.uitm.ir.599532022-05-23T07:21:15Z https://ir.uitm.edu.my/id/eprint/59953/ Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak Abdul Razak, Nurul Hasanah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Consumer complaints. Complaint letters The aim of this is identify the relationship between service quality and customer satisfaction in the outdoor activities service which was provided by Rentas Adventure Group. The SERVQUAL model was adopted to measure the service quality provided which contributes to customer satisfaction. Questionnaires were distributed to 250 customers of Rentas Adventure Group. Easy random sampling technique was used to determine the sample size and 218 respondents had given their prompt feedback towards the questionnaire distributed. Research questions and objectives were set. Descriptive statistics comprising the percentage, the mean and standard deviation were used for data presentation and analysis. Correlation analysis was employed to evaluate the relationship between service quality and customer’s satisfaction. The study reveals that service quality has an effect on customer satisfaction and that there is a relationship between service quality and customer satisfaction. The researcher concluded that the organization needs to enhance and monitor their service quality regularly because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisations must first of all know the expectations of the customers and how they can meet such expectations. In ensuring the customer’s satisfaction could be improved, the organizations recommended to seek for the feedback from the customers as they could improve it in the future. 2021 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/59953/1/59953.pdf (2021) Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak. [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 Consumer complaints. Complaint letters
spellingShingle	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Consumer complaints. Complaint letters Abdul Razak, Nurul Hasanah Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak
description	The aim of this is identify the relationship between service quality and customer satisfaction in the outdoor activities service which was provided by Rentas Adventure Group. The SERVQUAL model was adopted to measure the service quality provided which contributes to customer satisfaction. Questionnaires were distributed to 250 customers of Rentas Adventure Group. Easy random sampling technique was used to determine the sample size and 218 respondents had given their prompt feedback towards the questionnaire distributed. Research questions and objectives were set. Descriptive statistics comprising the percentage, the mean and standard deviation were used for data presentation and analysis. Correlation analysis was employed to evaluate the relationship between service quality and customer’s satisfaction. The study reveals that service quality has an effect on customer satisfaction and that there is a relationship between service quality and customer satisfaction. The researcher concluded that the organization needs to enhance and monitor their service quality regularly because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisations must first of all know the expectations of the customers and how they can meet such expectations. In ensuring the customer’s satisfaction could be improved, the organizations recommended to seek for the feedback from the customers as they could improve it in the future.
format	Student Project
author	Abdul Razak, Nurul Hasanah
author_facet	Abdul Razak, Nurul Hasanah
author_sort	Abdul Razak, Nurul Hasanah
title	Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak
title_short	Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak
title_full	Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak
title_fullStr	Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak
title_full_unstemmed	Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak
title_sort	relationship between service quality and customer satisfaction in outdoor services activities: a case study of rentas adventure group / nurul hasanah abdul razak
publishDate	2021
url	https://ir.uitm.edu.my/id/eprint/59953/1/59953.pdf https://ir.uitm.edu.my/id/eprint/59953/
_version_	1734303055501852672
score	13.211869

Relationship between service quality and customer satisfaction in outdoor services activities: a case study of Rentas Adventure Group / Nurul Hasanah Abdul Razak

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