Johor Land Berhad: expectation and actual satisfaction of customers of Johor Land Berhad

The primary objective of the research is to identify the level of satisfaction of customers of Johor Land Berhad toward their purchasing. A satisfaction index is develop which will serve as benchmarking in identifying the satisfaction. The index also shows the company current situation and it may help the company to identify point of improvement need in order to deliver a better value for the customers. In this study, factors which is considered as important by consumers when they want to buy a house is also identify and an importance index is develop. When both of satisfaction and importance index has been developed, the company will be able to more understanding the needs and wants of the consumers, thus develop a better marketing strategy, and deliver a better value in their products.