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Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)

Internal customer satisfaction is an issue that is often discussed. It is given that the internal customer satisfaction is what matters for determining the level of the presenter or services have been delivered properly or not. Thus, a study on internal customer satisfaction conducted at the Nationa...

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Main Author: Mohamad Haswad, Abdul Halim
Format: Thesis
Language:English
English
Published: 2015
Subjects:
HF5415.33 Consumer Behavior.
Online Access:http://etd.uum.edu.my/5487/
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spelling my.uum.etd.54872021-04-04T07:41:11Z http://etd.uum.edu.my/5487/ Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN) Mohamad Haswad, Abdul Halim HF5415.33 Consumer Behavior. Internal customer satisfaction is an issue that is often discussed. It is given that the internal customer satisfaction is what matters for determining the level of the presenter or services have been delivered properly or not. Thus, a study on internal customer satisfaction conducted at the National Visual Arts Gallery to determine the level of internal customer satisfaction to National Visual Arts Gallery Procurement Unit and to identify factors that lead to customer dissatisfaction with the Procurement Unit in National Visual Arts Gallery. From the results obtained, hopefully it can help National Visual Arts Gallery Procurement Unit in improving the quality of services National Visual Arts Gallery acquisition. This study uses the theory SERVQUAL (Service Quality) formulated by Zeithaml, Parasuraman, and Berry (1988) to identify the factors of customer dissatisfaction. This method involves developing an understanding about the perceived service needs and demands of customers. There are five important angkubahons in this method of tangibles where physically visible aspects such as equipment and people on duty, the reliability of which is the ability to have a capability that can be assumed, reactions such as willingness to reacts, on heat or the needs of the customer and will help service quick, security personnel is meant the ability to cause a sense of trust and safety to customers, empathy refers to the willingness of personnel to care and pay attention to every customer. Overall customer satisfaction levels experienced by LPSVN are at the average level for reliability, responsiveness, and assurance and empathy variables with the average of the range of 2.34 - 3.66. However, the level of satisfaction for tangibles variable is low with a whole stood at mean 2.14 and the expectations are for tangible variable is high with the overall mean was 2.33. 2015 Thesis NonPeerReviewed text en /5487/1/s810940_01.pdf text en /5487/2/s810940_02.pdf Mohamad Haswad, Abdul Halim (2015) Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN). 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.
Mohamad Haswad, Abdul Halim
Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
description Internal customer satisfaction is an issue that is often discussed. It is given that the internal customer satisfaction is what matters for determining the level of the presenter or services have been delivered properly or not. Thus, a study on internal customer satisfaction conducted at the National Visual Arts Gallery to determine the level of internal customer satisfaction to National Visual Arts Gallery Procurement Unit and to identify factors that lead to customer dissatisfaction with the Procurement Unit in National Visual Arts Gallery. From the results obtained, hopefully it can help National Visual Arts Gallery Procurement Unit in improving the quality of services National Visual Arts Gallery acquisition. This study uses the theory SERVQUAL (Service Quality) formulated by Zeithaml, Parasuraman, and Berry (1988) to identify the factors of customer dissatisfaction. This method involves developing an understanding about the perceived service needs and demands of customers. There are five important angkubahons in this method of tangibles where physically visible aspects such as equipment and people on duty, the reliability of which is the ability to have a capability that can be assumed, reactions such as willingness to reacts, on heat or the needs of the customer and will help service quick, security personnel is meant the ability to cause a sense of trust and safety to customers, empathy refers to the willingness of personnel to care and pay attention to every customer. Overall customer satisfaction levels experienced by LPSVN are at the average level for reliability, responsiveness, and assurance and empathy variables with the average of the range of 2.34 - 3.66. However, the level of satisfaction for tangibles variable is low with a whole stood at mean 2.14 and the expectations are for tangible variable is high with the overall mean was 2.33.
format Thesis
author Mohamad Haswad, Abdul Halim
author_facet Mohamad Haswad, Abdul Halim
author_sort Mohamad Haswad, Abdul Halim
title Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_short Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_full Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_fullStr Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_full_unstemmed Kepuasan pelanggan dalaman: Kajian kes di Unit Perolehan, Lembaga Pembangunan Seni Visual Negara (LPSVN)
title_sort kepuasan pelanggan dalaman: kajian kes di unit perolehan, lembaga pembangunan seni visual negara (lpsvn)
publishDate 2015
url http://etd.uum.edu.my/5487/
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score 13.211869

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