The impact of TMpoint service quality on the customer satisfaction at TMpoint Setapak / Noor Shazila Mohd Alias

This study focuses on " The Impact of TMpoint Service Quality on the Customer Satisfaction". The objectives of the study are to analyze the respondent's level of satisfaction towards service quality of TMpoint, to identify which factors of TMpoint service quality such as people, process and facilities will highly influence customer satisfaction and also to determine whether the respondent's gender, age and monthly income influence their satisfaction level towards TMpoint service quality in term of facilities.

The research methodology used in tllis study was convenience sampling technique where 100 respondents were chosen to answer the questionnaire. The result of the finding shows that out of the three factors of service quality provided by TMpoint, the respondents are highly influenced with the process provided by TMpoint On the other hand, respondents are less influenced by the facilities at TMpoint especially in terms of location and the parking area. Because of that, TMpoint should improve their facilities and always try to get more customers to come to the outlet from time to time.