| |
Total Requests 0 Unsatisfied Requests 0
|
|
You searched Library Catalogue - Author: Lunenburg, Fred C.
|
|
Call Number (WOU)
|
SP CEMBA 2013 34
|
|
Author
|
See, Fong Wee
|
|
Title
|
The impact of service quality on customer satisfaction : a case of Public Bank Branch / See Fong Wee
|
|
Abstract
|
The purpose of the study is to analyze whether perceived customer service directly related to customer satisfaction regarding the Public Bank Sabak Bernam branch customers. The study helps the company to seek opportunity for service quality improvement that based on customer perceptions and expectations on customer service. After reviewing a number of literatures, it was observed that excellent service quality can directly impact customer satisfaction and their loyalty towards the service provider. The research used quantitative methodology and a self-administered questionnaire with closed ended questions was conducted to test the hypothesis. A sample of 100 respondents was randomly selected. The findings of the study indicated that five service quality dimensions were positively related to overall service quality and have impact on customer satisfaction. The impact of five service quality dimensions on customer satisfaction was significant in all factors of service quality. Customer satisfaction on the five service quality are above average with reliability has the highest mean and followed by responsiveness. It is interesting to note that tangibility and empathy at the lowest mean scores. The correlation between the service quality and customer satisfaction indicate that responsiveness has the highest correlation with customer satisfaction. Empathy and tangibility have the
lowest correlation with customer satisfaction. The above implies that improvement in employees’ responsiveness is an important issue that requires attention. The research also concluded that service quality can be used to predict customer satisfaction. The entire research project has taken about 5 months to complete and it began in Jan 2013.
|
|
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, 2013
|
|
Physical Description
|
88 p.; 30 cm.
|
|
Subject
|
Wawasan Open University -- Dissertations
|
|
Subject
|
Consumer satisfaction
|
|
Subject
|
Customer services
|