A study on service quality towards local engineering gas and oil products / Shaharul Hafizi Salim

As we know that, Kerteh Industrial Area is most popular now because more project that relate to gas & oil product and also chemical are located here. It also provides job opportunities to the people around this area. So, to show Bumiputra can also succeed in business. Due to the industries this area has become a strategic place for the residents to operate their business.
Local Engineering (M) Sdn Bhd, which is fully owned Bumiputra Company, is a good example to show how Bumiputra can also succeed in business. This research actually is a survey of service quality towards Local Engineering Gas & Oil product that offers by Local Engineering (M) Sdn Bhd. This research will be focused more on the dimension of services quality that proposed by Ziethmal, Parasuraman and Berry include reliability, responsiveness, assurance, empathy and tangible in order to measure either this factors will affect of customer’s satisfaction.
Besides that, it can help LESB to know the actual level of satisfaction and perception amongst their customers. In this ways LESB can take further action and make necessary changes to improve themselves especially against their competitors.
The population of the study is focus on the various companies, which is based in Kerteh. From this population, 90 respondents were selected to answer the questionnaires. The quota sampling is chosen as sampling technique. Company profile, journal of marketing
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and articles arte part of secondary data in supporting the study. Each of the respondents was required to answer the questionnaires and all of them give their feedback.
From the survey it was found that majority of the customer are satisfied with LESB’ service quality but LESB must work harder because of stiff competitors. So, the company must increase their promotion and service quality to make sure that the demand of the products and services are always maintained and improved from time to time.