A study of customer’s satisfaction towards service quality / Mohd Asri Md Daud

Customer satisfaction means the degree of overall pleasure or contentment felt by the customers, resulting from the ability of the services to fulfill the customer’s desires expectations and need in relation to the services. The objective this study is to investigate how strong the factors that influence the customer satisfaction at Department Of Facility Management (DOFM). The factors are the reliability, responsiveness, tangible, assurance and empathy.
Primary data and secondary data are used in this study through distribution of questionnaires to the customers of DOFM and collecting data from previous research. By using the proportionate sampling method, there are 135 respondents of DOFM customers who answer the questionnaire about relationship between reliability, responsiveness, tangible, assurance, empathy and customer satisfaction towards services provided by DOFM.
The data analyzed by using Statistical Package for Social Science (SPSS) Version 13.0 to carry out the accurate statistical result. SPSS software helps the researcher to determine the best statistical techniques to be used in interpreting the outcome.
The result of this study shows that the independent variables have relationship with dependent variable. The relationship can be positive or negative. After analyzing the relationship between variables, researcher can make conclusion about the factors influencing the customer satisfaction towards services provided by DOFM.