Client's satisfaction towards cleaning service provided by the cleaning service firm in schools at Padawan area : A case study on Zona Enterprise / Wan Ismail Wan Sunusi

Customers' satisfaction has been a very prominent issue in marketing. It is very important to deliver high level of service quality which in turn will create satisfied customers who will keep patronizing our business and generate profitability for us, Kotler (2000)The objective of this study is to estimate the satisfaction level of customers toward the service cleaning provided by Zona Enterprise by using eleven ( 1 1 ) determinants as proposed by Ghobidian et. al. The eleven determinants are responsiveness, reliability, sect-frity, courtesy, competence, understanding the customers, customization, access, communication, tangible and credibility.Besides obtaining customers satisfaction level by using the determinants, this research also determined which of the determinants had the strongest impact on customers' satisfaction as perceived by the customers. Through that way, the researcher was able to know the determinants that the customers perceived as having a strong influence on satisfaction.The findings shows that almost three quarter ofl the respondents were satisfied with the cleaning service provided by Zona Enterprise with the percentage of satisfaction amounted to 70.8%. Respondents were very satisfied with the determinants access and tangibles while quite dissatified with Understanding the customers and also tangibles. For the ranking part, the respondents ranked Reliability as the determinant that has the strongest impact and influence on customers' satisfaction with total score of 394. Meanwhile, Customization is on the lowest rank with total score of 323.