Customer satisfaction towards training course services provided by Institut Pengurusan Melaka (IMM) / Haniza Zawawi

Zawawi, Haniza (2007) Customer satisfaction towards training course services provided by Institut Pengurusan Melaka (IMM) / Haniza Zawawi. [Student Project] (Unpublished)

Abstract

Customer satisfaction has become an important issue for commercial and public service organization. The purpose of this research is to study the customer's satisfaction towards the training course services provided by Institut Pengurusan Melaka (IMM) and the factors that influence customer satisfaction. It also to give some recommendations that can help IMM to be more competitive and efficient. The research methodology used in this study was simple random sampling (SRS) technique where 50 respondents were chosen to answer the questionnaire besides on findings and data analysis, most of the customers are satisfied with the training course service provided by IMM. The factors that influence customer satisfaction are facilities during the training course factor and organizer management factor. Other than that, the researcher is also able to give some recommendations and suggestions on how to improve and increase customer satisfaction of the customers after the analysis, findings and interpretation. This study will help IMM to identify their weakneses in order to achieve 100% customer's satisfaction. The researcher hopes that this study could help this organization to overcome their problem so that they can maintain their established named as the training center in Melaka also in Malaysia.

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