Customer perception towards the service quality of PKNS: an empirical study in the housing department

The study attempts fulfill three objectives. The first one is to identify which criteria of service quality are required more by the customers compare to other criteria. The study also attempts to examine whether there is a gap between customer’s expectation of service and their perception of the actual service provided. The other objective of the study is to determine the association between service quality and consumer behavioral intentions. 50 respondents were involved in this study. The respondents are the people whom use the service provided by PKNS housing department. Through the analysis, two of the null hypotheses are accepted and one is rejected. Customers do require several criteria of service quality more than other criteria. They require courtesy, security, credibility, reliability and competence more than they require responsiveness, understanding/knowing the customer, communication, tangibles and access. The study also found out that there is a small gap between customer’s expectation and perception, but there is no significant difference between the two. Meanwhile, positive behavioral intentions come from positive perception about service quality and vice versa.