Cover Image

The impact of service quality on customer satisfaction: the case of Bank Rakyat

The aim of this study is to assess and identify the relationship between service quality and customer satisfaction of Bank Rakyat on SERVQUAL model. This research used self administered technique and it questionnaires data was collected from 250 respo ndents out of 650 major customers. The data that...

Full description

Saved in:
Bibliographic Details
Main Author: Wan Nor Amali Wan Zulkifly
Format: MBA/DBA Final Project Report
Language:English
Published: 2021
Online Access:http://discol.umk.edu.my/id/eprint/11466/1/Wan%20Nor%20Amali%20Binti%20Wan%20Zulkifly.pdf
http://discol.umk.edu.my/id/eprint/11466/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.umk.eprints.11466
record_format eprints
spelling my.umk.eprints.114662023-02-23T08:17:40Z http://discol.umk.edu.my/id/eprint/11466/ The impact of service quality on customer satisfaction: the case of Bank Rakyat Wan Nor Amali Wan Zulkifly The aim of this study is to assess and identify the relationship between service quality and customer satisfaction of Bank Rakyat on SERVQUAL model. This research used self administered technique and it questionnaires data was collected from 250 respo ndents out of 650 major customers. The data that have been collected was detail analyzed using both inferential statistical and descriptive analysis techniques. Based on this study, it is identified and found that all dimensions of service quality have a noticeable impact on service quality and customer satisfaction. This study concludes that of all the quality of services offered it is very good and customers are satisfied with the services of Bank Rakyat. The researcher recommended that Bank Rakyat should give the priority of aspect to care especially about the customers as much as the given services, know about the business product properly and also focus on tangible aspect as good appearance of employees, equipment, physical facility, personnel and communication materials. 2021 MBA/DBA Final Project Report NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/11466/1/Wan%20Nor%20Amali%20Binti%20Wan%20Zulkifly.pdf Wan Nor Amali Wan Zulkifly (2021) The impact of service quality on customer satisfaction: the case of Bank Rakyat. Masters thesis, Universiti Malaysia Kelantan.
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
language English
description The aim of this study is to assess and identify the relationship between service quality and customer satisfaction of Bank Rakyat on SERVQUAL model. This research used self administered technique and it questionnaires data was collected from 250 respo ndents out of 650 major customers. The data that have been collected was detail analyzed using both inferential statistical and descriptive analysis techniques. Based on this study, it is identified and found that all dimensions of service quality have a noticeable impact on service quality and customer satisfaction. This study concludes that of all the quality of services offered it is very good and customers are satisfied with the services of Bank Rakyat. The researcher recommended that Bank Rakyat should give the priority of aspect to care especially about the customers as much as the given services, know about the business product properly and also focus on tangible aspect as good appearance of employees, equipment, physical facility, personnel and communication materials.
format MBA/DBA Final Project Report
author Wan Nor Amali Wan Zulkifly
spellingShingle Wan Nor Amali Wan Zulkifly
The impact of service quality on customer satisfaction: the case of Bank Rakyat
author_facet Wan Nor Amali Wan Zulkifly
author_sort Wan Nor Amali Wan Zulkifly
title The impact of service quality on customer satisfaction: the case of Bank Rakyat
title_short The impact of service quality on customer satisfaction: the case of Bank Rakyat
title_full The impact of service quality on customer satisfaction: the case of Bank Rakyat
title_fullStr The impact of service quality on customer satisfaction: the case of Bank Rakyat
title_full_unstemmed The impact of service quality on customer satisfaction: the case of Bank Rakyat
title_sort impact of service quality on customer satisfaction: the case of bank rakyat
publishDate 2021
url http://discol.umk.edu.my/id/eprint/11466/1/Wan%20Nor%20Amali%20Binti%20Wan%20Zulkifly.pdf
http://discol.umk.edu.my/id/eprint/11466/
_version_ 1763304365860323328
score 13.211869

Similar Items