A research study on customer satisfaction towards maintenance service offered by Origin Technology (M) Sdn Bhd

The aim of this research is to study on the customer satisfaction towards maintenance service offered by Origin Technology (M) Sdn Bhd. This company involved in supplying the products for" Information Technology" purposes. The research study on the customer satisfaction is to delivering or giving some idea to improve customer satisfaction in external customer market place. The study based on customer satisfaction is taken from journal, reference book and questionnaire. This report was outlined the findings, analysis and recommendations based on die questionnaires distributed to the customers. The customer’s characteristics are measured in diis research. Then, die customers were asked about their perception and opinion on satisfaction and dissatisfaction of the company. The answers are analyzed by using Likert scale measurement where the result shows die level of satisfaction whether customers satisfy, neither satisfy nor dissatisfy (moderate), or dissatisfy. The customer's expectation is considered because satisfaction is a function of perceived performance and expectations. Generally, customers are satisfied with the level of service effectiveness but most of diem still expecting or hoping that Origin Technology (M) Sdn Bhd should increase the level of customer satisfaction in order to improve the market and customer performance. From the finding, the researcher suggested that the company should improve or upgrade their facilities provide, send their staff for training, employee development and management practice. Their satisfaction in contributing to a positive goal is another that induces their loyalty to Origin Technology (M) Sdn Bhd. As a conclusion, Origin Technology (M) Sdn Bhd have to review and improve its internal service offered in order to increase customer satisfaction.