A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar

Sabran, Fairus and Abu Hussin, Mohd Amnn and Ain Johar, Ros Farrah (2013) A study on customers’ satisfaction towards service quality at Menara Taming Sari Melaka / Fairus Sabran , Mohd Amnn Abu Hussin and Ros Farrah Ain Johar. Student Project. Faculty of Hotel and Tourism Management, Kampus Bandaraya, Melaka. (Unpublished)

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Abstract

The present research was conducted at Menara Taming Sari Melaka, This research intends to measure customers' satisfaction towards the service quality at Menara Taming Sari Melaka which located in Banda Hilir, Melaka, Malaysia, Service Quality (SERVQUAL) model was used to assess service quality that enables management to better understand the dimensions and how they affect service quality and customers' satisfaction. Successful service providers are able to meet and, whenever possible, exceed consumers' needs and wants in delivering services, due to certain specific characteristics of services such as intangibility, simultaneity, variability and perish ability and to the human element, ~ n particular the 'face-to-face' interaction with the customer. The quantitative and qualitative data taken from 150 respondents were analyzed and interpretations of the relationship made. It was found that service quality elements contribute significantly to customers' satisfaction. The customers' satisfaction towards service quality can give benefits to the Menara Taming Sari Melaka itself. Through the service quality, the tower can improve their service in every service quality dimensions.

Item Type: Monograph (Student Project)
Creators:
CreatorsID Num.
Sabran, FairusUNSPECIFIED
Abu Hussin, Mohd AmnnUNSPECIFIED
Ain Johar, Ros FarrahUNSPECIFIED
Divisions: Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Hotel and Tourism Management (M)
Item ID: 17209
Uncontrolled Keywords: Customers’ satisfaction; Service quality; Menara Taming Sari Melaka
Last Modified: 23 Oct 2019 04:43
Depositing User: Staf Pendigitalan 2
URI: http://ir.uitm.edu.my/id/eprint/17209

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