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Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek

This report presents the result of study on customer satisfaction towards Finance Unit service quality at Sarawak Prison Headquarters (SPHQ). The primary proposes of this study was to evaluate the internal customer’s satisfaction towards the quality service provided by Finance Unit at SPHQ. The seco...

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Main Author: Ahmad Chek, Mohammad Arni
Format: Student Project
Language:English
Published: 2009
Subjects:
H Social Sciences (General)
Consumer satisfaction
Online Access:https://ir.uitm.edu.my/id/eprint/84401/1/84401.pdf
https://ir.uitm.edu.my/id/eprint/84401/
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spelling my.uitm.ir.844012023-10-27T01:55:40Z https://ir.uitm.edu.my/id/eprint/84401/ Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek Ahmad Chek, Mohammad Arni H Social Sciences (General) Consumer satisfaction This report presents the result of study on customer satisfaction towards Finance Unit service quality at Sarawak Prison Headquarters (SPHQ). The primary proposes of this study was to evaluate the internal customer’s satisfaction towards the quality service provided by Finance Unit at SPHQ. The second objective of this study is to identify areas relating to service quality that are lacking and that need improvement. The third objective is to identify ways to improve the current Finance Unit working system to meet the customer’s satisfaction. The researcher used a SERVQUAL survey instrument to collect primary data from internal staffs who are working at SPHQ. Data was analyzed through Statistical Package for Social Sciences (SPSS). Areas of possible deficiencies were identified by descriptive analysis - frequency distribution, cross tabulation and correlation analysis. The findings suggest that generally, dimension that has the greatest service quality deficits is empathy dimension and tangibles dimension has the last service quality deficits. Finally, based on the analysis and findings, recommendations were given to improve the Finance Unit service quality and customer satisfactions. 2009 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/84401/1/84401.pdf Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek. (2009) [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 H Social Sciences (General)
Consumer satisfaction
spellingShingle H Social Sciences (General)
Consumer satisfaction
Ahmad Chek, Mohammad Arni
Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek
description This report presents the result of study on customer satisfaction towards Finance Unit service quality at Sarawak Prison Headquarters (SPHQ). The primary proposes of this study was to evaluate the internal customer’s satisfaction towards the quality service provided by Finance Unit at SPHQ. The second objective of this study is to identify areas relating to service quality that are lacking and that need improvement. The third objective is to identify ways to improve the current Finance Unit working system to meet the customer’s satisfaction. The researcher used a SERVQUAL survey instrument to collect primary data from internal staffs who are working at SPHQ. Data was analyzed through Statistical Package for Social Sciences (SPSS). Areas of possible deficiencies were identified by descriptive analysis - frequency distribution, cross tabulation and correlation analysis. The findings suggest that generally, dimension that has the greatest service quality deficits is empathy dimension and tangibles dimension has the last service quality deficits. Finally, based on the analysis and findings, recommendations were given to improve the Finance Unit service quality and customer satisfactions.
format Student Project
author Ahmad Chek, Mohammad Arni
author_facet Ahmad Chek, Mohammad Arni
author_sort Ahmad Chek, Mohammad Arni
title Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek
title_short Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek
title_full Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek
title_fullStr Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek
title_full_unstemmed Measuring internal customer satisfaction towards finance unit service quality at Sarawak prison headquarters/ Mohammad Arni Ahmad Chek
title_sort measuring internal customer satisfaction towards finance unit service quality at sarawak prison headquarters/ mohammad arni ahmad chek
publishDate 2009
url https://ir.uitm.edu.my/id/eprint/84401/1/84401.pdf
https://ir.uitm.edu.my/id/eprint/84401/
_version_ 1781709252553867264
score 13.211869

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