Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi
This study was designed to examine the relationship between customer satisfaction towards the service quality provided by the Kuwait Finance House Malaysia Berhad (KFHMB) Kuala Lumpur main branch and also to identify the most significant element that give the high impact to the customer satisfaction...
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| Format: | Student Project |
| Language: | en |
| Published: |
2010
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/41743/1/41743.pdf https://ir.uitm.edu.my/id/eprint/41743/ |
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| _version_ | 1833066785547485184 |
|---|---|
| author | Nawi, Muhammad Nazmi |
| author_facet | Nawi, Muhammad Nazmi |
| author_sort | Nawi, Muhammad Nazmi |
| building | Tun Abdul Razak Library |
| collection | Institutional Repository |
| content_provider | Universiti Teknologi Mara |
| content_source | UiTM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | This study was designed to examine the relationship between customer satisfaction towards the service quality provided by the Kuwait Finance House Malaysia Berhad (KFHMB) Kuala Lumpur main branch and also to identify the most significant element that give the high impact to the customer satisfaction towards the service quality provided by the KFHMB Kuala Lumpur main branch. The CARTER model with six-elements (Compliance, Assurance, Reliability, Tangible, Empathy, and Responsiveness) has been applied in this research to measure the service quality provided by the KFHMB Kuala Lumpur main branch. The research has been conducted using 50 respondents which is the existing customer of KFHMB Kuala Lumpur main branch. The bivariate correlation used in this research shows that there is good positive relationship between the service quality provided with the customer satisfaction. Whereas the result from the multiple linear regression method shows that the most significant element in the CARTER model that affects the customer satisfaction is empathy element. The result from of R square value in multiple linear regression show that 80% of the variance of the dependent variable was explained by the independent variable and the remaining 20% is not explained by the existing independent variables. |
| format | Student Project |
| id | my.uitm.ir-41743 |
| institution | Universiti Teknologi Mara |
| language | en |
| publishDate | 2010 |
| record_format | eprints |
| spelling | my.uitm.ir-417432021-02-15T02:56:30Z https://ir.uitm.edu.my/id/eprint/41743/ Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi Nawi, Muhammad Nazmi Online information services industry. Including Internet service providers Marketing research. Marketing research companies. Sales forecasting Consumer satisfaction Malaysia This study was designed to examine the relationship between customer satisfaction towards the service quality provided by the Kuwait Finance House Malaysia Berhad (KFHMB) Kuala Lumpur main branch and also to identify the most significant element that give the high impact to the customer satisfaction towards the service quality provided by the KFHMB Kuala Lumpur main branch. The CARTER model with six-elements (Compliance, Assurance, Reliability, Tangible, Empathy, and Responsiveness) has been applied in this research to measure the service quality provided by the KFHMB Kuala Lumpur main branch. The research has been conducted using 50 respondents which is the existing customer of KFHMB Kuala Lumpur main branch. The bivariate correlation used in this research shows that there is good positive relationship between the service quality provided with the customer satisfaction. Whereas the result from the multiple linear regression method shows that the most significant element in the CARTER model that affects the customer satisfaction is empathy element. The result from of R square value in multiple linear regression show that 80% of the variance of the dependent variable was explained by the independent variable and the remaining 20% is not explained by the existing independent variables. 2010-04 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/41743/1/41743.pdf Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi. (2010) [Student Project] (Unpublished) |
| spellingShingle | Online information services industry. Including Internet service providers Marketing research. Marketing research companies. Sales forecasting Consumer satisfaction Malaysia Nawi, Muhammad Nazmi Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi |
| title | Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi |
| title_full | Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi |
| title_fullStr | Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi |
| title_full_unstemmed | Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi |
| title_short | Study on customer satisfaction towards service quality in Kuwait finance house Kuala Lumpur main branch / Muhammad Nazmi Nawi |
| title_sort | study on customer satisfaction towards service quality in kuwait finance house kuala lumpur main branch / muhammad nazmi nawi |
| topic | Online information services industry. Including Internet service providers Marketing research. Marketing research companies. Sales forecasting Consumer satisfaction Malaysia |
| url | https://ir.uitm.edu.my/id/eprint/41743/1/41743.pdf https://ir.uitm.edu.my/id/eprint/41743/ |
| url_provider | http://ir.uitm.edu.my/ |