Customer’s satisfaction on scavenging service by the Serian District Council / Asmawati Idris ... [et. al]

Serian District Council’s (SDC) scavenging service activities is to serve for the public and it resulted SDC inexperience to compete in open market where knowledge on customer needs and wants are lack. The study is to find the alternatives as to identify and to improve the level of customers’ satisfaction of SDC scavenging service to their present customer which is the public. It also helps the management to retain the present customers and therefore can attract the customer respectively the public to continue to use the service provided by SDC in the future. The survey has been conducted through questionnaires distributed to the respondents. The survey wants to determine the level of satisfaction among the public. The interviews have been conducted to gain the insight opinion of employees and the management. In addition, the observation also has been conducted at the scavenging area which done by SDC. The findings indicates the level of customers satisfaction towards services offered, the factors that contributing to customers satisfaction. It also indicates the factors that influence the performance of the employees. Lastly, the recommendations are made based on the finding of the study as to improve the customers’ satisfaction of the public towards SDC and also the performance of the employees.