Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid
This study was to focus towards the goal of improving and maintaining the customer service quality. The purpose of this research is to find out the level of efficiency towards customer service and how far customers are satisfied with the service provided by Agensi Khiron TNSB. This study was based o...
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2005
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my.uitm.ir.770952023-05-24T00:28:11Z https://ir.uitm.edu.my/id/eprint/77095/ Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid Mohd. Khapid, Siti Norhafizee Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations This study was to focus towards the goal of improving and maintaining the customer service quality. The purpose of this research is to find out the level of efficiency towards customer service and how far customers are satisfied with the service provided by Agensi Khiron TNSB. This study was based on the topic of customer service, customer satisfaction and dimensionality of service quality, which are taken from various journals of marketing, retailing, marketing research and Internet. A total of 50 questionnaires that has been modified from the SERVQUAL instrument were directly administered to the customers, and it’s contained 32 items rated on a 7-point Likert scale. All data was analyzed by using frequency analysis, descriptive statistics and cross tabulation. The finding reveals that most of the customers are satisfied with the service provided by Agensi Khiron TNSB but there are some areas in the customer service that need to be improved. Some recommendations are suggested where those hopefully could improve the service performances. 2005 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/77095/1/77095.pdf Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid. (2005) [Student Project] <http://terminalib.uitm.edu.my/77095.pdf> (Submitted) |
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Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations |
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Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Mohd. Khapid, Siti Norhafizee Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid |
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This study was to focus towards the goal of improving and maintaining the customer service quality. The purpose of this research is to find out the level of efficiency towards customer service and how far customers are satisfied with the service provided by Agensi Khiron TNSB. This study was based on the topic of customer service, customer satisfaction and dimensionality of service quality, which are taken from various journals of marketing, retailing, marketing research and Internet. A total of 50 questionnaires that has been modified from the SERVQUAL instrument were directly administered to the customers, and it’s contained 32 items rated on a 7-point Likert scale. All data was analyzed by using frequency analysis, descriptive statistics and cross tabulation. The finding reveals that most of the customers are satisfied with the service provided by Agensi Khiron TNSB but there are some areas in the customer service that need to be improved. Some recommendations are suggested where those hopefully could improve the service performances. |
| format |
Student Project |
| author |
Mohd. Khapid, Siti Norhafizee |
| author_facet |
Mohd. Khapid, Siti Norhafizee |
| author_sort |
Mohd. Khapid, Siti Norhafizee |
| title |
Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid |
| title_short |
Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid |
| title_full |
Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid |
| title_fullStr |
Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid |
| title_full_unstemmed |
Defining quality customer service competencies: a case study in Agensi Khiron Takaful Nasional Sdn Bhd / Siti Norhafizee Mohd Khapid |
| title_sort |
defining quality customer service competencies: a case study in agensi khiron takaful nasional sdn bhd / siti norhafizee mohd khapid |
| publishDate |
2005 |
| url |
https://ir.uitm.edu.my/id/eprint/77095/1/77095.pdf https://ir.uitm.edu.my/id/eprint/77095/ |
| _version_ |
1768011609618251776 |
| score |
13.211869 |