A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani

Mohamad Royani, Nurul Syamihah (2016) A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani. [Student Project] (Unpublished)

Abstract

Service quality and customer satisfaction are very important to a company which helps to run, increase loyalty, increase profit and improve the business of the company. This thesis presents a study, in which initiative is being made in improving service quality and customer satisfaction of MPWS Rich Resources Sdn Bhd. This is because there was no investigation conducted to analyze the satisfaction of the customers of the company. In theory, parts are described five determinants of good service quality which are reliability, assurance, responsiveness, empathy, and tangibles. The intention of the research study was to find out the relationship between service quality and customer satisfaction of MPWS Rich Resources Sdn Bhd. This research entitled “A Study on Service Quality towards Customer Satisfaction” had been conducted to obtain results and findings. There are 50 of respondents has answered the questionnaire. In addition, other sources of data also have been using as a referral to strengthen the issues in the research study. This research concludes with a discussion on these results, study limitation and recommendation to the company and future research directions.

Metadata

Item Type: Student Project
Creators:
CreatorsID Num. / Email
Mohamad Royani, Nurul Syamihah2013644928
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration (Hons) Human Resource Management (BA243)
Item ID: 27037
Uncontrolled Keywords: Service quality; Customer satisfaction; Loyalty; Profit
URI: http://ir.uitm.edu.my/id/eprint/27037

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