The influence of service quality toward customer satisfaction and trust in Sarikei Resident Office / Jessy Jeba Dio and Nur Aisyah Qaleesya Abdullah

Over the years, our country has witnessed the influences of the services quality to determine the customer satisfaction and trust from the external and internal customers especially in public sector. Trust is representing the actual customer’s belief in receiving the service promised by the provider and demonstration of the confidence of the customer in exchange of partner reliability and integrity (Morgan and Hunt, 1994). This can be seen through the procedure of the organization’s service delivery, the service delivery time and so on. Many studies have established that trust is very important in order to build and maintain long term relationships (Rousseau, 1998; Singh and Sirdeshmukh, 2000). As a result, service quality affects the level of customer satisfaction and trust. This can be seen where the regular customer seek for the same service provided in the public sector at other sector such as private sector to ensure they can get a better quality in service provided. Quality is a basic philosophy and requirement in public sector to deliver the highest quality of services. A quality services is one that fully meets the expectation and requirements of the users. Therefore, due to that the customer will be satisfied and gain their trust.