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Customer satisfaction for quality of steel structure fabricator in Singapore

This paper presents an analysis of customer satisfaction for quality of steel structure fabricator in Singapore. Most of company more concern & focus on average score & percentage without analyzing feedback data and improving base on customer comment. This lacking situation will grow the bot...

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Main Author: Bainamin, Khairil Anwar
Format: Thesis
Language:English
Published: 2020
Subjects:
TA Engineering (General). Civil engineering (General)
Online Access:http://eprints.utm.my/id/eprint/91987/1/KhairilAnwarBainaminMSKA2020.pdf.pdf
http://eprints.utm.my/id/eprint/91987/
http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:138713
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spelling my.utm.919872021-08-30T04:17:18Z http://eprints.utm.my/id/eprint/91987/ Customer satisfaction for quality of steel structure fabricator in Singapore Bainamin, Khairil Anwar TA Engineering (General). Civil engineering (General) This paper presents an analysis of customer satisfaction for quality of steel structure fabricator in Singapore. Most of company more concern & focus on average score & percentage without analyzing feedback data and improving base on customer comment. This lacking situation will grow the bottom iceberg; where the weakness had been highlighted but never put a full stop to improve. It will create more issue until the end of the day, it will affect the credibility and reputation of the company. The main objective of the study is to determine and to show the part of dimension that company have to improve base customer satisfaction feedback using SERVQUAL analysis & Importance Performance Analysis (IPA). Start with creating questionnaire on customer satisfaction feedback and distribute questionnaire to the respondent which had a quality knowledge, expertise or work under quality department related with quality field. Analyze questionnaire feedback and classify based on SERVQUAL dimension. The results are projected in the form of SERVQUAL dimension. Result will be projected in SERVQUAL table & IPA model to define which dimension need for improvement and make a comparison with data customer feedback collected from year 2011 until 2017; highest rank (SERVQUAL) and dimension located at quadrant „Concentrate Here? main focus for improvement. Base on result, it will guide management to decide the area and dimension to improve as to increase percentage of customer satisfaction. 2020 Thesis NonPeerReviewed application/pdf en http://eprints.utm.my/id/eprint/91987/1/KhairilAnwarBainaminMSKA2020.pdf.pdf Bainamin, Khairil Anwar (2020) Customer satisfaction for quality of steel structure fabricator in Singapore. Masters thesis, Universiti Teknologi Malaysia. http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:138713
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic TA Engineering (General). Civil engineering (General)
spellingShingle TA Engineering (General). Civil engineering (General)
Bainamin, Khairil Anwar
Customer satisfaction for quality of steel structure fabricator in Singapore
description This paper presents an analysis of customer satisfaction for quality of steel structure fabricator in Singapore. Most of company more concern & focus on average score & percentage without analyzing feedback data and improving base on customer comment. This lacking situation will grow the bottom iceberg; where the weakness had been highlighted but never put a full stop to improve. It will create more issue until the end of the day, it will affect the credibility and reputation of the company. The main objective of the study is to determine and to show the part of dimension that company have to improve base customer satisfaction feedback using SERVQUAL analysis & Importance Performance Analysis (IPA). Start with creating questionnaire on customer satisfaction feedback and distribute questionnaire to the respondent which had a quality knowledge, expertise or work under quality department related with quality field. Analyze questionnaire feedback and classify based on SERVQUAL dimension. The results are projected in the form of SERVQUAL dimension. Result will be projected in SERVQUAL table & IPA model to define which dimension need for improvement and make a comparison with data customer feedback collected from year 2011 until 2017; highest rank (SERVQUAL) and dimension located at quadrant „Concentrate Here? main focus for improvement. Base on result, it will guide management to decide the area and dimension to improve as to increase percentage of customer satisfaction.
format Thesis
author Bainamin, Khairil Anwar
author_facet Bainamin, Khairil Anwar
author_sort Bainamin, Khairil Anwar
title Customer satisfaction for quality of steel structure fabricator in Singapore
title_short Customer satisfaction for quality of steel structure fabricator in Singapore
title_full Customer satisfaction for quality of steel structure fabricator in Singapore
title_fullStr Customer satisfaction for quality of steel structure fabricator in Singapore
title_full_unstemmed Customer satisfaction for quality of steel structure fabricator in Singapore
title_sort customer satisfaction for quality of steel structure fabricator in singapore
publishDate 2020
url http://eprints.utm.my/id/eprint/91987/1/KhairilAnwarBainaminMSKA2020.pdf.pdf
http://eprints.utm.my/id/eprint/91987/
http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:138713
_version_ 1709667368692613120
score 13.211869

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