Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd / Ku Muhamad Ariffuddin Ku Muhamad and Muhammad Amirul Hasriq Zulkifli

Service quality and customer satisfaction are very important to a company which help to run, increase loyalty, increase profit and improve business of the company. This thesis presents a study, in which initiative is being made in improving service quality and customer satisfaction of Ruang SJ Sdn Bhd. This is because there was no investigation conducted to analyse the satisfaction of the customers of the company. In theory parts are described five determinants of good service quality which are reliability, assurance, responsiveness, empathy and tangibles. The intension of the research study was to find out the relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd. This research entitled “Relationship between service quality and customer satisfaction of Ruang SJ Sdn Bhd” had been conducted to obtain results and findings. There are 150 list of clients but only 135 questionnaire were distributed to them and the researchers managed to get back fully anwsered of 112 questionnaires. In addition, other sources of data also have been use as a referral to streghten the issues on the research study. This research concludes with discussion on these results, study limitation and recommendation to the company and future research directions.