Measuring service quality / Rosliza Md Zani ... [et al.]

Md Zani, Rosliza and Ramli, Abd Rasyid and Mohd Saad, Shakirah (2020) Measuring service quality / Rosliza Md Zani ... [et al.]. FBM Insights, 2. pp. 14-16. ISSN 2716-599X


Quality of a service can be understood as a comprehensive customer evaluation of a particular service and the extent to which it meets their expectations and provides satisfaction. It is one of the crucial factors that determines the success of an organization by which the organization needs to integrate all business functions towards meeting every customer's expectations. To achieve these capabilities, the organization must be equipped with criteria and meet certain requirements as a facilitator in improving and maintaining the quality of service. (Berinyuy & Daniel, 2010).


Item Type: Article
Email / ID Num.
Md Zani, Rosliza
Ramli, Abd Rasyid
Mohd Saad, Shakirah
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kedah
Journal or Publication Title: FBM Insights
UiTM Journal Collections: Others > FBM Insights UiTM Cawangan Kedah
ISSN: 2716-599X
Volume: 2
Page Range: pp. 14-16
Keywords: Measuring; Service quality
Date: 2020
Edit Item
Edit Item


[thumbnail of 49588.pdf] Text

Download (556kB)

ID Number




Statistic details