Industrial training report: Sabah Electricity Sdn. Bhd. / Nurhaffina Nadia Jakarula

Customer satisfaction is an important and critical issue in all industries. This is because, each customer has their own needs and wants that require to be met and by the organization. The purpose of this study is to examine the extent of customer satisfaction with the quality of services offered by Sabah Electricity Sdn. Bhd. (SESB). The study conduct based on the five dimensions of SERVQUAL, which is tangible, reliability, responsiveness, assurance and empathy and will involve the consumers aged around 18 and above and to those who have been dealing with SESB, Lahad Datu branch. The design of this study is in the form of a survey using a quantitative approach. The survey form will be used as an instrument to obtain the study data and will be analyzed using statistical package software for social science (SPSS). The expectation of the study findings obtained is the level of satisfaction received by the customers.