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An Analysis of the Customer Satisfaction: A Case Study of Bank Service

This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Li...

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Main Author: Haeryip , Sihombing
Format: Article
Language:English
Published: 2012
Subjects:
T Technology (General)
Online Access:http://eprints.utem.edu.my/id/eprint/6972/1/An_Analysis_of_the_Customer_Satisfaction_-_A_Case_Study_of_Bank_Service.pdf
http://eprints.utem.edu.my/id/eprint/6972/
http://www.ijaiem.org/volume1Issue2/IJAIEM-2012-10-14-021.pdf
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spelling my.utem.eprints.69722022-02-14T08:54:51Z http://eprints.utem.edu.my/id/eprint/6972/ An Analysis of the Customer Satisfaction: A Case Study of Bank Service Haeryip , Sihombing T Technology (General) This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities required 2012-10 Article PeerReviewed application/pdf en http://eprints.utem.edu.my/id/eprint/6972/1/An_Analysis_of_the_Customer_Satisfaction_-_A_Case_Study_of_Bank_Service.pdf Haeryip , Sihombing (2012) An Analysis of the Customer Satisfaction: A Case Study of Bank Service. International Journal of Application or Innovation in Engineering & Management (IJAIEM), 1 (2). pp. 33-43. ISSN 2319 - 4847 http://www.ijaiem.org/volume1Issue2/IJAIEM-2012-10-14-021.pdf
institution Universiti Teknikal Malaysia Melaka
building UTEM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknikal Malaysia Melaka
content_source UTEM Institutional Repository
url_provider http://eprints.utem.edu.my/
language English
topic T Technology (General)
spellingShingle T Technology (General)
Haeryip , Sihombing
An Analysis of the Customer Satisfaction: A Case Study of Bank Service
description This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities required
format Article
author Haeryip , Sihombing
author_facet Haeryip , Sihombing
author_sort Haeryip , Sihombing
title An Analysis of the Customer Satisfaction: A Case Study of Bank Service
title_short An Analysis of the Customer Satisfaction: A Case Study of Bank Service
title_full An Analysis of the Customer Satisfaction: A Case Study of Bank Service
title_fullStr An Analysis of the Customer Satisfaction: A Case Study of Bank Service
title_full_unstemmed An Analysis of the Customer Satisfaction: A Case Study of Bank Service
title_sort analysis of the customer satisfaction: a case study of bank service
publishDate 2012
url http://eprints.utem.edu.my/id/eprint/6972/1/An_Analysis_of_the_Customer_Satisfaction_-_A_Case_Study_of_Bank_Service.pdf
http://eprints.utem.edu.my/id/eprint/6972/
http://www.ijaiem.org/volume1Issue2/IJAIEM-2012-10-14-021.pdf
_version_ 1725976104363098112
score 13.211869

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