Factors influencing customer satisfaction : Case of Kota Samarahan district office / Dayang Shaniza Awang Tada

Customer are important stakeholders in organizations and their satisfaction is a priority to management. Organizations are mostly offering a service to the customer. The quality of the service has become an aspect of customer satisfaction where it may be affected by different factors. The purpose of this study is to know the factors that influencing customer satisfaction on Samarahan District Office service and quality, where the feedback and suggestions from customers can help SDO to improve the quality and efficiency of the service in order to achieve their goal and also meeting the customer satisfaction level. Non-probability sampling technique was used to collect the quantitative data from people at Samarahan area to get their satisfaction levels. The primary data of this study was gathered by distributing 381 survey questionnaires to respondents at Samarahan area.