The influence of service quality on factors affecting customer satisfaction towards rental facility services at Islamic Information Centre (IIC), Kuching, Sarawak

Conference centre place has led to intense competitive pressures and private especially in Kuching as for conventions service sector are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty through improved service quality. This report examines the influence of perceived service quality on customer satisfaction. The report concludes that increase in service quality of service providers especially for IIC as a services provider for rental facilities; it can satisfy and develop customer satisfaction which ultimately retains valued customers. Typically, customers perceive very little difference in their products offered by private dealing in services as any new offering is quickly matched by competitors. The key strategy for the success and survival of any business institution is the deliverance of quality services to customers. The quality of services offered will determine customer satisfaction and attitudinal loyalty. The inter relationships of variables defining the antecedents and also the consequences of customer satisfaction have been studied extensively in the consumer research literature, However, there appears to be conflicting evidence as to the nature of the linkages between the antecedents and consequences of satisfaction.