The effects of effective interpersonal communication on customers' satisfaction in Petrol Station at Taman Melati, Kuala Lumpur / Muhammad Faidi Safarrudin

The retail industry in petroleum at Malaysia is facing increasingly competitive challenges as with other industries around the world. The study investigated the relationship between five variables of effective interpersonal communication in petrol station at Taman Melati, Kuala Lumpur. There are three petrol stations in Taman Melati. The main objective of this study is actually to identify the important aspects of effective interpersonal communication in the petrol station service. Then, it also wants to examine the effectiveness of effective interpersonal communication on customers' satisfaction in the petrol station. The last objective of this research is to evaluate the relationship between effective interpersonal communications with customers' behavioural intention. There are 200 questionnaire were distributed to the respondent in Taman Melati. However, there are only 172 were return back. From 172 questionnaires, 150 of them is complete questionnaire and other 22 is Incomplete questionnaire. Among those five variable tested, personality, ability, verbal communication, non-verbal communication and ethical were the five main predictor variable to overall customers' satisfaction and significantly and positively influence overall customer's satisfaction towards the effective interpersonal communication in petrol station at Taman Melati. Recommendations to the petrol station and discussion for future studies are also provided in this research.