The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman

Mazilan, Fatin Izzati and Azman, Syazana Hazwani (2013) The factors of continuous improvement towards customer satisfaction in Urban Transformation Centre (UTC) Melaka / Fatin Izzati Mazilan and Syazana Hazwani Azman. [Student Project] (Unpublished)

Abstract

The purpose of this study is to investigate The Factors of Continuous Improvement towards Customer Satisfaction in Urban Transformation Centre (UTC) Melaka. The objectives of this study are to identify the most influential factor of continuous improvement which leads to customer satisfaction. The second objective is to determine the relationship between the factors of continuous improvement and customer satisfaction and the last objective in this research is to examine the challenges of continuous improvement programs in the UTC Melaka. In this research, we used convenient sampling technique to distribute the questionnaire. The finding of this research, most influential factor of continuous improvement which leads to customer satisfaction is training and learning of the employee. The result of the second objective is all of the five independent variables which consist of management commitment, teamwork, communication, training and learning and employee empowerment are moderately related with customer satisfaction as our dependent variable. For the conclusion, the management commitment, teamwork, communication, training and learning and employee empowerment are not strongly related with the satisfaction of UTC’S customers.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Mazilan, Fatin Izzati
UNSPECIFIED
Azman, Syazana Hazwani
UNSPECIFIED
Divisions: Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Administrative Science and Policy Studies
Keywords: Continuous improvement; Customer satisfaction; Urban Transformation Centre (UTC)
Date: 2013
URI: https://ir.uitm.edu.my/id/eprint/16902
Edit Item
Edit Item

Download

[thumbnail of PPb_FATIN IZZATI  MAZILAN AM 13_5.pdf] Text
PPb_FATIN IZZATI MAZILAN AM 13_5.pdf

Download (182kB)

Digital Copy

Digital (fulltext) is available at:

Physical Copy

Physical status and holdings:
Item Status:

ID Number

16902

Indexing

Statistic

Statistic details