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A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli

The exploratory research (focus group) reported in this thesis offers several insights and propositions concerning customer's perceptions of service quality and customers satisfaction. The research study revealed certain dimensions that customers uses in forming expectations about perceptions o...

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Main Author: Rusli, Norizan
Format: Student Project
Language:English
Published: 1998
Subjects:
Business societies
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Online Access:https://ir.uitm.edu.my/id/eprint/60449/1/60449.pdf
https://ir.uitm.edu.my/id/eprint/60449/
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spelling my.uitm.ir.604492022-05-29T14:49:51Z https://ir.uitm.edu.my/id/eprint/60449/ A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli Rusli, Norizan Business societies Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations The exploratory research (focus group) reported in this thesis offers several insights and propositions concerning customer's perceptions of service quality and customers satisfaction. The research study revealed certain dimensions that customers uses in forming expectations about perceptions of services, dimensions that transcend different types of services. The research also pinpointed four key discrepancies or gaps on the service provide side that are likely to affect service quality as perceived by customers. Customer satisfaction depends more on the service quality that stress on responsiveness, reliability, empathy, tangible and assurance. The structural determinants of customer satisfaction derived form the study emphasis on service sensitivities, cost sensitivities, facilities, and value. The finding abstract from the market survey stated that lack of knowledge, training, lack of facilities and insufficient capacities, and public relations that affect the way quality services delivered. In line with management plans to improve its quality service, a customer satisfaction survey must be carried out in order to provide a better understanding of the service performance. 1998-09 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/60449/1/60449.pdf (1998) A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli. [Student Project] (Submitted)
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 societies
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
spellingShingle Business societies
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Rusli, Norizan
A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli
description The exploratory research (focus group) reported in this thesis offers several insights and propositions concerning customer's perceptions of service quality and customers satisfaction. The research study revealed certain dimensions that customers uses in forming expectations about perceptions of services, dimensions that transcend different types of services. The research also pinpointed four key discrepancies or gaps on the service provide side that are likely to affect service quality as perceived by customers. Customer satisfaction depends more on the service quality that stress on responsiveness, reliability, empathy, tangible and assurance. The structural determinants of customer satisfaction derived form the study emphasis on service sensitivities, cost sensitivities, facilities, and value. The finding abstract from the market survey stated that lack of knowledge, training, lack of facilities and insufficient capacities, and public relations that affect the way quality services delivered. In line with management plans to improve its quality service, a customer satisfaction survey must be carried out in order to provide a better understanding of the service performance.
format Student Project
author Rusli, Norizan
author_facet Rusli, Norizan
author_sort Rusli, Norizan
title A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli
title_short A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli
title_full A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli
title_fullStr A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli
title_full_unstemmed A structural determinants of customer satisfaction on Residence Resort Paka, Terengganu / Norizan Rusli
title_sort structural determinants of customer satisfaction on residence resort paka, terengganu / norizan rusli
publishDate 1998
url https://ir.uitm.edu.my/id/eprint/60449/1/60449.pdf
https://ir.uitm.edu.my/id/eprint/60449/
_version_ 1734303095107616768
score 13.211869

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