Customer satisfaction towards service quality provided by Perbadanan Air Melaka

Satisfying customers is one of the factors that are being given priority by many service organizations. This research mainly focusing on the level of customer’s satisfaction towards service quality provided by PAM. The objective of this research is to identify whether customers are satisfied with the service provided and to look for their main problem in using the service. In order to gain the relevant data 100 questions were distributed. The target customers for this project were the people who entered come to PAM’s counter office to pay their water bills. Convenience method was used in this survey. Beside that, the data were obtained from printed media, Internet, library, journal and also newspaper. The data had been collected were analyzed using the SPSS program. The analysis includes frequency counts, percentage and cumulative percentage for the entire value associated with the variable. The answers collected were also determined by examining mean, mode and cross-tabulation. There are few recommendations to PAM in delivering high quality of customer service to their customers. Hopefully PAM is aware that customer service comes first in a service industry like what PAM is in. From the finding, majority of the PAM customers are satisfied with the three areas of PAM’s service quality. However, there are still a number of customers who are not satisfied with the services provided. This type of customers will communicate through worth-of-mouth to others about PAM’s weaknesses in terms of its poor or bad service quality. When a customer makes a complaint, he or she can help PAM to provide better service in the future.