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You searched Library Catalogue - Publisher: St. Martin's Press,
Call Number (WOU) SP CEMBA 2010
Author Yeoh, Swee Hoon
Title Factors that affecting the customer satisfaction in a leasing company in Penang / Yeoh Swee Hoon
Abstract Customer satisfaction is one of the upmost criteria to determine the sustainability of the organization. This is mainly attributed to the reason whereby a satisfied customer will lure to the customer intention to repurchase. While the service quality also viewed as a critical variable with significant impact on the organization’s competition position. Purpose – The aim of this study attempts to investigate into the various factors that could have affected the company customer satisfaction level in a leasing company in Penang. Should the hypothesis outcome prove to confirm have the positive correlation between these factors, this could ultimately lead to have impact towards the company’s financial performance. Business world has evolved and changed from product toward service differentiation. Hence, the level of customer satisfaction has increasingly vital becoming part of the main criterion in evaluating the success of a firm. The organization has encountered deteriorating financial performance which has become alarming stage to warrant to the management to probe into the root cause of the problem whether the customer satisfaction as the dependent variable will cause a significant impact on the company’s overall performance through the independent variables such as pricing structure, efficiency level, employees attitudes and the value added services respectively. Method - A questionnaire was given to a sample size of 120 companies which comprised from various sectors & industries having maintained a business relationship with the company in Penang. Findings – To probe further the relationship among various factors namely pricing structure, efficiency, employees’ attitudes and value added services towards the xi customer satisfaction from the quality service level. The finding intends to find relationship among these factors with each other. Research limitations – The study intends to quantify the effect of different variables towards customer satisfaction in a leasing company in Penang. Expand the sample size to increase the possibility of getting higher response rates for testing the reliability and validity. Geographical constraint has caused the samples merely taken from Penang. Time and financial cost also formed another constraint on this study. Besides, only a part of the Servqual dimension is considered. Thus, this could lead to unable to generate the generalizability of the result. Practical implications – This analysis intends to probe into the achieving high customer satisfaction in order to retain existing clientele and attract new customers to boost up the financial performance by maintaining its competitive edge. The result derived is basically for achieving the quality improvement in order to stay competitive within the industry.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2010
Physical Description 87 p.; 30 cm.
Subject Wawasan Open University -- Dissertations

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