Contributing factors of customer dissatisfaction with service quality at post office in Wilayah Persekutuan / Nor Marina Mohtar

Mohtar, Nor Marina (2007) Contributing factors of customer dissatisfaction with service quality at post office in Wilayah Persekutuan / Nor Marina Mohtar. [Student Project] (Unpublished)

Abstract

This research is about contributing factors of customer dissatisfaction at Post office in Wilayah Persekutuan. There are many factors that contribute to the dissatisfaction with the service at the Post Office. This study, thus have the following objectives: 1) To determine the factors that will fulfill customer's dissatisfaction towards the services at the Post Office 2) To identify relationship between customer dissatisfaction and service quality (reliability, assurance, and tangibles). 3) To recommend changes to the Pos Malaysia on how to improve the quality services at Post Office. The survey is conducted at Wilayah Persekutuan Kuala Lumpur. The sample size for this study is 60 customers who come to the Post Office in area Wilayah Persekutuan. Data obtained using two methods that are primary and secondary data. Respondents are required to answer the questionnaires that contain factors of dissatisfaction and element that potentially have relationship with customer satisfaction, service quality. Data are analyzed using Reliability Test, Descriptive statistics and Pearson Correlation Analysis through SPSS Program. The result shows that 3 factors in service quality, tangible reliability and assurance are the dimensions that most influence customer dissatisfaction towards Post Office in Wilayah Persekutuan. Service Quality also was found to have significant relationship with customer dissatisfaction.

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