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A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani

Service is an identifiable, intangible activity that is the main objective of transaction that serve to meet the needs of customers. Service quality is the ability of the organization to meet or exceed customer expectations. Research into what represents quality in service delivery has demonstrat...

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Main Author: Harun @ Che Ani, Noorashikin
Format: Student Project
Language:English
Published: Faculty of Business and Management, UiTM Perlis 2005
Online Access:http://ir.uitm.edu.my/id/eprint/7250/1/PPb_NOORASHIKIN%20HARUN%20%40%20CHE%20ANI%20BM%2005_5.pdf
http://ir.uitm.edu.my/id/eprint/7250/
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spelling my.uitm.ir.72502017-04-19T03:02:02Z http://ir.uitm.edu.my/id/eprint/7250/ A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani Harun @ Che Ani, Noorashikin Service is an identifiable, intangible activity that is the main objective of transaction that serve to meet the needs of customers. Service quality is the ability of the organization to meet or exceed customer expectations. Research into what represents quality in service delivery has demonstrates the significance of the customer in any measurement undertaken. Customer perspectives on what represents quality may vary over time and between customers. Involvement by those providing a service in quality development is identified as important due to the significance of the customer and customer satisfaction in how quality of a service is viewed. It is seen that such knowledge at a service delivery level can influence management decisions. Furthermore, the purpose of this study is to determine the level of Customer Perception Towards Service Quality offered by Business Management Department, at Majlis Bandaraya Alor Star. Good service quality exists when customer expectation are met or exceeded and is studied in five dimensions “reliability, empathy, assurance, responsiveness and tangibility (Parasuraman, Zeithaml and Berry , 1985). The idea of this research is to observe and at the same time lead to some recommendation to cope with existing problem. In order to address this issues, 100 questionnaires were distributed to the Business Management Department customers. The sample are selected by using simple random sampling technique to consider all the element in the population and each element has an equal chance of being chosen as the subject. The findings and hypothesis are going to be analyzed by using Statistical Program For Social Science (SPSS) software in order to get the best statistical techniques in interpreting the results. Faculty of Business and Management, UiTM Perlis 2005 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/7250/1/PPb_NOORASHIKIN%20HARUN%20%40%20CHE%20ANI%20BM%2005_5.pdf Harun @ Che Ani, Noorashikin (2005) A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani. [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
description Service is an identifiable, intangible activity that is the main objective of transaction that serve to meet the needs of customers. Service quality is the ability of the organization to meet or exceed customer expectations. Research into what represents quality in service delivery has demonstrates the significance of the customer in any measurement undertaken. Customer perspectives on what represents quality may vary over time and between customers. Involvement by those providing a service in quality development is identified as important due to the significance of the customer and customer satisfaction in how quality of a service is viewed. It is seen that such knowledge at a service delivery level can influence management decisions. Furthermore, the purpose of this study is to determine the level of Customer Perception Towards Service Quality offered by Business Management Department, at Majlis Bandaraya Alor Star. Good service quality exists when customer expectation are met or exceeded and is studied in five dimensions “reliability, empathy, assurance, responsiveness and tangibility (Parasuraman, Zeithaml and Berry , 1985). The idea of this research is to observe and at the same time lead to some recommendation to cope with existing problem. In order to address this issues, 100 questionnaires were distributed to the Business Management Department customers. The sample are selected by using simple random sampling technique to consider all the element in the population and each element has an equal chance of being chosen as the subject. The findings and hypothesis are going to be analyzed by using Statistical Program For Social Science (SPSS) software in order to get the best statistical techniques in interpreting the results.
format Student Project
author Harun @ Che Ani, Noorashikin
spellingShingle Harun @ Che Ani, Noorashikin
A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani
author_facet Harun @ Che Ani, Noorashikin
author_sort Harun @ Che Ani, Noorashikin
title A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani
title_short A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani
title_full A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani
title_fullStr A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani
title_full_unstemmed A study on the customer perception towards service quality at Business Management Department Majlis Bandaraya Alor Star / Noorashikin Harun @ Che Ani
title_sort study on the customer perception towards service quality at business management department majlis bandaraya alor star / noorashikin harun @ che ani
publisher Faculty of Business and Management, UiTM Perlis
publishDate 2005
url http://ir.uitm.edu.my/id/eprint/7250/1/PPb_NOORASHIKIN%20HARUN%20%40%20CHE%20ANI%20BM%2005_5.pdf
http://ir.uitm.edu.my/id/eprint/7250/
_version_ 1685648236465881088
score 13.211869

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