Cover Image

Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah

This study was conducted to examine the relationship between communication counter service with customer satisfaction at the Jabatan Pengangkutan Jalan (JPJ) Kedah. This study uses four dimensions of communication at counter; verbal communication, nonverbal communication, time communication and phys...

Full description

Saved in:
Bibliographic Details
Main Author: Nur Suriaty, Daud @ Fhiri
Format: Thesis
Language:English
English
Published: 2014
Subjects:
HF5415.33 Consumer Behavior.
Online Access:http://etd.uum.edu.my/4089/1/s813342.pdf
http://etd.uum.edu.my/4089/2/s813342-abstract.pdf
http://etd.uum.edu.my/4089/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uum.etd.4089
record_format eprints
spelling my.uum.etd.40892016-04-17T06:57:25Z http://etd.uum.edu.my/4089/ Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah Nur Suriaty, Daud @ Fhiri HF5415.33 Consumer Behavior. This study was conducted to examine the relationship between communication counter service with customer satisfaction at the Jabatan Pengangkutan Jalan (JPJ) Kedah. This study uses four dimensions of communication at counter; verbal communication, nonverbal communication, time communication and physical facilities-counter (Imran Pilus, 2010) by using a 1-5 Likert scale. Besides that, the variables of customer satisfaction are using instruments adapted from McDougall and Levesque (1994) and Othman and Owen (2001). This study was conducted in JPJ Kedah and 300 questionnaires were distributed. Then, sampling method was used. The data collected were analyzed by using the program Statistical Package for Social Science (SPSS) V.20. The tests used in this study is a descriptive analysis, means test, Pearson correlation, and multiple regression. Mean scores for overall dimensions of communication at counter service with customer satisfaction is high. Pearson correlation test results showed that all dimensions of communication at counter has a significant relationship with customer satisfaction. Multiple regression analysis described by four dimensions studied communication counter is 90.1%. In conclusion, the achievement of customer satisfactions by respondents in JPJ Kedah of 197 respondents or 67.5% from 292 respondents. 2014 Thesis NonPeerReviewed text en http://etd.uum.edu.my/4089/1/s813342.pdf text en http://etd.uum.edu.my/4089/2/s813342-abstract.pdf Nur Suriaty, Daud @ Fhiri (2014) Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Nur Suriaty, Daud @ Fhiri
Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
description This study was conducted to examine the relationship between communication counter service with customer satisfaction at the Jabatan Pengangkutan Jalan (JPJ) Kedah. This study uses four dimensions of communication at counter; verbal communication, nonverbal communication, time communication and physical facilities-counter (Imran Pilus, 2010) by using a 1-5 Likert scale. Besides that, the variables of customer satisfaction are using instruments adapted from McDougall and Levesque (1994) and Othman and Owen (2001). This study was conducted in JPJ Kedah and 300 questionnaires were distributed. Then, sampling method was used. The data collected were analyzed by using the program Statistical Package for Social Science (SPSS) V.20. The tests used in this study is a descriptive analysis, means test, Pearson correlation, and multiple regression. Mean scores for overall dimensions of communication at counter service with customer satisfaction is high. Pearson correlation test results showed that all dimensions of communication at counter has a significant relationship with customer satisfaction. Multiple regression analysis described by four dimensions studied communication counter is 90.1%. In conclusion, the achievement of customer satisfactions by respondents in JPJ Kedah of 197 respondents or 67.5% from 292 respondents.
format Thesis
author Nur Suriaty, Daud @ Fhiri
author_facet Nur Suriaty, Daud @ Fhiri
author_sort Nur Suriaty, Daud @ Fhiri
title Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_short Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_full Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_fullStr Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_full_unstemmed Hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: Kajian di Jabatan Pengangkutan Jalan (JPJ) Kedah
title_sort hubungan komunikasi perkhidmatan kaunter dengan kepuasan pelanggan: kajian di jabatan pengangkutan jalan (jpj) kedah
publishDate 2014
url http://etd.uum.edu.my/4089/1/s813342.pdf
http://etd.uum.edu.my/4089/2/s813342-abstract.pdf
http://etd.uum.edu.my/4089/
_version_ 1644277080178819072
score 13.211869

Similar Items