Factors that influencing customer satisfaction towards Melaka River Cruise (MRC) / Nur Faradila Saad

Saad, Nur Faradila (2011) Factors that influencing customer satisfaction towards Melaka River Cruise (MRC) / Nur Faradila Saad. [Student Project] (Unpublished)

Abstract

This research was carried out to identify the factors that influence customer’s satisfaction towards Melaka River Cruise from the customer view point. This study was based on non-probability sampling and convenience sampling design to gather all the information regarding customer’s satisfaction towards Melaka River Cruise (MRC). The data was collected through the distribution of questionnaires. 200 questionnaires were distributed to the respondents in order to get their feedback. After the questionnaire survey was collected and analyzed, the frequency counts and percentage of data were computed. All the data will be compute into Statistical Package for Social Science (SPSS). Using the SPSS, the data collected will be interpret more predict to examine the
relationship between dependent variable and independent variables. There are significant and positive relationships between the responsiveness, access and assurance factors with customer satisfaction where majority are agreeing and satisfied with Melaka River Cruise service. The result indicates assurance factor has a strong relationship with customer satisfaction which represent the percentage of 77.8% followed by responsiveness and access factor with 62.4% and 54.9% respectively. Recognizing the problems by Melaka River Cruise will give a general guidance to improve the products and customer service given as well as gaining customer satisfaction while enhance the overall product and service.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Saad, Nur Faradila
2009850448
Subjects: G Geography. Anthropology. Recreation > GV Recreation. Leisure > Recreational areas and facilities. Recreation centers
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) International Business (BA246)
Keywords: Customer satisfaction; Customer service; Product and services
Date: 2011
URI: https://ir.uitm.edu.my/id/eprint/32085
Edit Item
Edit Item

Download

[thumbnail of 32085.pdf] Text
32085.pdf

Download (53kB)

Digital Copy

Digital (fulltext) is available at:

Physical Copy

Physical status and holdings:
Item Status:

ID Number

32085

Indexing

Statistic

Statistic details