Kotamas Trading & Services Sdn. Bhd roles in satisfying its business stakeholders goal

A very successful company focused on their mission and vision to satisfy its business stakeholders which is their clients and supplier. Customer satisfaction is important in order to reach a company’s target profit and sales. This paper studied about the Kota Mas Trading & Services Sdn Bhd in their focus and role in satisfying their business stakeholders. As far as we all concern, quality product ordered and delivered should actually equal or above minimum level of satisfaction as their suppliers and clients expected. So this study is undertaken to see how Kota Mas Trading & Services Sdn Bhd deal with their clients and suppliers in terms of taking order systematically and fulfill the order, products information and also the management of Kota Mas Trading & Services Sdn Bhd. The problems that there are facing and handled will be explored especially in offering the good quality product, to provide a high-quality service and also overcome the problems of late delivery products to customers. In this study, conceptual models, SERVQUAL was used to understand and support the literature review. The results indicated that the suppliers and clients are satisfied with Kota Mas Trading & Services Sdn Bhd in their roles of satisfying its business stakeholder’s goal. By using the Rank, TQSI and the Test of mean it shows the value of mean, while some of the question is answered based from the researcher’s observation. Some recommendations are proposed to Kota Mas Trading & Services Sdn Bhd to upgrade their roles in future in order to reach their company’s mission and vision.