Measuring customer satisfaction towards servives offered by Unit Pendaftaran Kontraktor (UPK) / Sharlina Mushar

Determining customer satisfaction is fundamental to effective delivery of services. Successfully being able to judge customers’ satisfaction levels and to apply that knowledge potentially gives an advantage over competitors. Given a vital role of customer satisfaction, one should to be surprised that a great deal of research has been devoted to investigating the process by which customers form judgments about a service experience. This study is focused on the measuring customer satisfaction, the research constitutes the questions, which is first, are the customers satisfied with the current method of manual registration provided by UPK. Second, are the customers satisfied with the level of quality service provided by UPK. It is considered as strongly agree, agree, don’t know, disagree and strongly disagree. Third, will UPK able to enhance the
efficiency in providing the service to the contractors and finally, of all the indicators used to measure customer satisfaction, which one of it is the most important in relations to UPK. The respondents consist of 105 males and 30 females. The survey research methodology was selected. It was chosen, as time was a critical factor. This study was conducted at UPK Kuching. The research instrument used in this study was the questionnaire. The questionnaire consists of three main sections: Section A, Section B and Section C and all the items are close-ended. The data, which had been collected, is analyzed through statistical package for social sciences version 13 (SPSS) and Microsoft Excel. Several recommendations are put forward based on the findings so as to improve the present management system and to be more effective and competitive.