Service quality, customer satisfaction and customer loyalty: A case study on digi service centre Jalan Kulas, Kuching, Sarawak / Mark Biga

iga, Mark (2016) Service quality, customer satisfaction and customer loyalty: A case study on digi service centre Jalan Kulas, Kuching, Sarawak / Mark Biga. [Student Project] (Unpublished)

Abstract

This research attempts an investigation to measure the relationship among service quality dimension, customers' satisfaction and loyalty in Digi Service Centre Jalan Kulas, Kuching. It is very important to look into service quality because service qualitý determines and help the centre to find out what affect the customer satisfaction and loyalty and at the same time the service centre can retain and increase the number of their customers. A survey has been catTied out by approaching customers that has visited the Digi Service Centre in Jalan Kulas, Kuching. The independent variables for this research are reliability, responsiveness and assurance. There are two dependent variables for this study which are customer's satisfaction and customer's loyalty. The results of this study will provide some thoughts for the service centre for their better understanding and service quality dimension on Digi Service Centre Jalan Kulas, Kuching.

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Item Type: Student Project
Creators:
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iga, Mark
2013697824
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Sarawak > Mukah Campus > Faculty of Business and Management
Programme: Faculty of Business and Management
Keywords: reliability, responsiveness, assurance, customer satisfaction and customer loyalty
Date: June 2016
URI: https://ir.uitm.edu.my/id/eprint/42523
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