The influence of service quality dimensions on customer satisfaction towards tax agents
This research is about the effect of service quality dimensions on customer satisfaction towards tax agents . The purpose of this research is to identify the extent of customer satisfaction towards tax agents, the relationship between tangible dimension, reliability dimension, responsiveness dimensi...
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2019
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| Online Access: | https://etd.uum.edu.my/8884/1/S823161_01.pdf https://etd.uum.edu.my/8884/2/S823161_02.pdf https://etd.uum.edu.my/8884/3/s823161_references.docx https://etd.uum.edu.my/8884/ |
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| Summary: | This research is about the effect of service quality dimensions on customer satisfaction towards tax agents . The purpose of this research is to identify the extent of customer satisfaction towards tax agents, the relationship between tangible dimension, reliability dimension, responsiveness dimension, assurance dimension and empathy dimension which are the independent variables that could influence and lead to customer satisfaction which is the dependent variable. The total population of tax agents in Sungai Petani, Kedah is 1565 customers and the selected sample size is 306 respondents from cluster sampling process by geography. Of the total questionnaires, 244 were used that recorded a response rate of 80%. In analyzing the findings, researchers used descriptive statistic, Pearson Correlation and Multiple Regression by using Statistical Package for Social Science (SPSS) version 20.0. The results indicate that there is positive significant relationship between tangible dimension, reliability dimension responsiveness dimension, assurance dimension and empathy dimension towards customer satisfaction. The most influencing dimension that affects customer satisfaction at the tax agents in Sungai Petani, Kedah is responsiveness dimension. This study recommend that the tax agent should be able to give fast service and response towards customers needs as well as improve the facilities. In future, the study is more focusing on the wider scope to study the service quality that lead to customer satisfaction at the tax agency. |
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