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You searched Library Catalogue - Title: Social statistics for a diverse society [e-book] / Chava Frankfort-Nachmias, [Anna Leon-Guerrero]
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Call Number (WOU)
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SP CEMBA 2010
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Author
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Yeoh, Swee Hoon
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Title
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Factors that affecting the customer satisfaction in a leasing company in Penang / Yeoh Swee Hoon
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Abstract
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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
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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.
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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, 2010
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Physical Description
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87 p.; 30 cm.
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Subject
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Wawasan Open University -- Dissertations
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