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The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor

Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals (Wikipedia, 2011). The glow of satisfaction which follows the consciousness of doing our level best...

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Main Authors: Mohd Azmi, Nurul Najwa Izzatie, Zainudin, Baharuddin, Abdul Shukor, Shahril Akmal
Format: Thesis
Language:English
Published: 2012
Subjects:
Consumer satisfaction
Banking
Online Access:https://ir.uitm.edu.my/id/eprint/94024/1/94024.PDF
https://ir.uitm.edu.my/id/eprint/94024/
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spelling my.uitm.ir.940242024-08-27T18:07:04Z https://ir.uitm.edu.my/id/eprint/94024/ The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor Mohd Azmi, Nurul Najwa Izzatie Zainudin, Baharuddin Abdul Shukor, Shahril Akmal Consumer satisfaction Banking Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals (Wikipedia, 2011). The glow of satisfaction which follows the consciousness of doing our level best never comes to a human being from any other experience (Marden S, 2007). Satisfaction of one's curiosity is one of the greatest sources of happiness in life (Pauling L, 2002). Nowadays, customer services are very important in the business organization and banking industry. While any business owner would say that customer satisfaction is important, can they really say why? Some people may shrug their shoulders and respond that customer satisfaction is important "just because" However, there are some very real reasons why you need to make sure your customers are happy. You can never get enough of the things you don't need, because the things you don't need can never satisfy (Marvin J, 1998). A very large part of a business is a repeated business. A satisfied customer will come back to get the services that they need. While, an unhappy customer will not return and will look for the services that they need elsewhere (Melissa B, 2009). A successful business will need a string repeat business base so that the comings and goings of new and short-term customers does not have too much of an impact. In addition, one of the biggest ways to determine success or failure a business is through word of mouth. If quite a few of customers are unhappy with a company, they will talk about it to anyone who will listen. Alternatively, if customers are happy, they will tell people as well. Human happiness and human satisfaction must ultimately come from within oneself. A renowned psychoanalyst theorist Sigmund Freud in his book named 'Civilization' quotes that "What we call happiness in the strictest sense comes from the preferably sudden satisfaction 2012 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/94024/1/94024.PDF The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor. (2012) Degree thesis, thesis, Universiti Teknologi MARA Pahang. <http://terminalib.uitm.edu.my/94024.pdf>
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 satisfaction
Banking
spellingShingle Consumer satisfaction
Banking
Mohd Azmi, Nurul Najwa Izzatie
Zainudin, Baharuddin
Abdul Shukor, Shahril Akmal
The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor
description Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals (Wikipedia, 2011). The glow of satisfaction which follows the consciousness of doing our level best never comes to a human being from any other experience (Marden S, 2007). Satisfaction of one's curiosity is one of the greatest sources of happiness in life (Pauling L, 2002). Nowadays, customer services are very important in the business organization and banking industry. While any business owner would say that customer satisfaction is important, can they really say why? Some people may shrug their shoulders and respond that customer satisfaction is important "just because" However, there are some very real reasons why you need to make sure your customers are happy. You can never get enough of the things you don't need, because the things you don't need can never satisfy (Marvin J, 1998). A very large part of a business is a repeated business. A satisfied customer will come back to get the services that they need. While, an unhappy customer will not return and will look for the services that they need elsewhere (Melissa B, 2009). A successful business will need a string repeat business base so that the comings and goings of new and short-term customers does not have too much of an impact. In addition, one of the biggest ways to determine success or failure a business is through word of mouth. If quite a few of customers are unhappy with a company, they will talk about it to anyone who will listen. Alternatively, if customers are happy, they will tell people as well. Human happiness and human satisfaction must ultimately come from within oneself. A renowned psychoanalyst theorist Sigmund Freud in his book named 'Civilization' quotes that "What we call happiness in the strictest sense comes from the preferably sudden satisfaction
format Thesis
author Mohd Azmi, Nurul Najwa Izzatie
Zainudin, Baharuddin
Abdul Shukor, Shahril Akmal
author_facet Mohd Azmi, Nurul Najwa Izzatie
Zainudin, Baharuddin
Abdul Shukor, Shahril Akmal
author_sort Mohd Azmi, Nurul Najwa Izzatie
title The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor
title_short The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor
title_full The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor
title_fullStr The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor
title_full_unstemmed The study on a customer's satisfaction of banking services at Bandar Jengka Pahang / Nurul Najwa Izzatie Mohd Azmi, Baharuddin Zainudin and Shahril Akmal Abdul Shukor
title_sort study on a customer's satisfaction of banking services at bandar jengka pahang / nurul najwa izzatie mohd azmi, baharuddin zainudin and shahril akmal abdul shukor
publishDate 2012
url https://ir.uitm.edu.my/id/eprint/94024/1/94024.PDF
https://ir.uitm.edu.my/id/eprint/94024/
_version_ 1808975950491156480
score 13.211869

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