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You searched Library Catalogue - Author: Lau, Phik San
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Call Number (WOU)
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SP CEMBA 2011 12
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Author
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Lau, Sun Wah
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Title
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Identifying customers satisfaction in construction industry in Penang / Lau Sun Wah
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Abstract
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This study was intended to investigate the customer satisfaction level in construction
industry in Penang. Using the SERVQUAL measurement framework, the influence of
independent variables towards customer satisfaction was examined. Questionnaires
were distributed and data were collected for analysis. Originally, the independent
variables were tangibles, reliability, responsiveness, assurance and empathy.
However, due to the similar characteristic exerted by some variables, they were
combined and further hypotheses-tested. As a result, the SERVQUAL measurement
was found relevant in construction industry at location of study. The revised four
different independent variables were noticed to have strong regression towards
dependent variable; customer satisfaction. The result generated from the study will be
useful for contractors to achieve customer satisfaction much easier and objectively.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2011
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Physical Description
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58 p.; 30 cm.
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Consumer satisfaction -- Malaysia
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